# DeskDirector Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is DeskDirector the right Managed Service Providers (MSP) solution for you? Explore 12 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/176872/DeskDirector-Portal/reviews --- DeskDirector 4.5 (12) [View alternatives](https://www.capterra.com/p/176872/DeskDirector-Portal/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of DeskDirector Ease of use 4.1 Customer Service 4.1 ## Showing most helpful reviews Showing 1-12 of 12 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Priscila B. Head of Sales and Marketing Information Technology and Services Used the software for: 2+ years ### "DeskDirector, your complete package for better MSP customer experience" October 18, 2018 5.0 Pros We have been using DeskDirector for a number of years. Through DeskDirector we have broken the silos of visibility and allowed all of our customers to enjoy the same support experience each time. One of the key frustrations of managing Information Technology is keeping up to date on service issues. Service tickets can take many different paths - some over in minutes and other that last for two weeks and involve review and further planning. At Lancom, we think our clients should be able to keep on top of service tickets without drowning in details. We think they should be able to do this without having to remember account names, passwords and portal web addresses - that's our job! and that's exactly how DeskDirector helps us! For more info refer to the details on our website: https://www.lancom.co.nz/learn-the-lancom-button Cons The software works, adds value, and allows us to maintain our customers. So, nothing to add here! Review Source VR Verified Reviewer President Information Technology and Services Used the software for: 2+ years ### "Helpful product if your PSA has a bad interface for opening tickets" May 4, 2022 4.0 It’s a decent product. I hope to see improvements with the user management side of it. Pros Easy for the end-user to open and manage their tickets. Cons On the Admin side editing user rights is a little tedious and not intuitive. Review Source Response from DeskDirector May 16, 2022 Thank you for your thoughtful feedback! BS Bronson S. Senior Systems Engineer Information Technology and Services Used the software for: 2+ years ### "It could be simpler " May 9, 2022 3.0 Desk Director works fine, but its quirky and most users don't use it. Like any support tool you shouldn't have to train people to use it. It should be self explanatory. Some users understand it, and others need some help understanding why they would use this versus sending an email. People think its a good idea but less than 20% of our tickets come in via desk director. Emails, and Phone calls are still the preferred method. I think its worth having the option, but its hard to convert users over that have relied on email and phone support for years. I can't even get my internal users to use to to send me tickets but that's because they live in Connectwise. Pros \- Auto login with Active Director is nice, but token logins are annoying an confusing. - Tech portal versus Connectwise is faster. If it linked to ScreenConnect and\\or Labtech it would be an easy sell to my co-workers. - Ability to let clients to manage their own companies tickets is very helpful. - Customizing and Branding is nice Cons \- Desk Director 5 is a pain for deployment. The fact that you are relying on EdgeView2 is the same mistake people made when relying on ActiveX. Worked better when built on Electron. - Mac installer is "legacy" so I am not 100% sure they plan on supporting Mac installs. I know they can use the website but its not the same thing and again.. tokens suck. Oauth with office365 is support but requires setup. - No iOS or Android App. You can put a shortcut on the users phone that opens the website and then they login via token that is emailed to them. That token will stick for a while but eventually has to be re-sent to login. - If the user isn't a listed contact they can't login. Sometimes a user doesn't know which email address is connected to desk director so they get confused. newer users have trouble with this too if they havent' logged in yet. If you don't' have Active Directory connected it doesn't auto sync the users as contacts. - doesn't connect directly to Azure to get users. Additional dislikes - Forms and workflows should be easier - Extra costs for Power Automate, when I already have to pay microsoft for power automate. - Tech portal needs ScreenConnect or remote control support - Admin portal UI isn't easy for the average person. Considering its a support application it should be simpler to use . Review Source Response from DeskDirector May 20, 2022 Bronson, we appreciate your honest and thoughtful feedback! RE Ryan E. CEO Computer & Network Security Used the software for: 2+ years ### "DeskDirector Review of Features and Functionality" May 3, 2022 5.0 We needed a web portal as a front end to our ConnectWise Manage. Pros Once setup has been completed the interface is bulletproof, easy to navigate, and intuitive for end users. Cons The setup takes time and unfortunately is not intuitive. Review Source Response from DeskDirector May 11, 2022 Ryan, thank you for your feedback! We appreciate the time you took to leave us a review. MH Matthew H. Head of Customer Experience E-Learning Used the software for: 6-12 months ### "CoSector Customer Portal" May 3, 2022 5.0 I have had an excellent experience working with Warwick and the wider team in our rollout of the tool and we are very nearly about to put it in the hands of our customers and without their support this would not have been possible. Pros The branding is great for us because it means we can provide each of our customers a personalised portal. The forms that can be created provide so much flexibility and will make getting the right information out of our customers so much easier. Cons I wished we could control some of the elements on the forms for example being able to add a background to the statement form item to allow cleaner and easier to read signposting but this is a small issue really. Reason for choosing DeskDirector Cloud Radial was complex and their sales team did not respond however, DeskDirector did. DD also have a much better product that I can setup and customise without know MS Dynamics. Review Source Response from DeskDirector May 11, 2022 Thank you, Matthew! We appreciate your honest feedback. We are glad our team was able to make the onboarding process run so smoothly. AC Aaron C. Product Support Manager Information Technology and Services Used the software for: 2+ years ### "Best Client Portal Software" May 3, 2022 5.0 Excellent. Pros Out-of-the-box experience provides a lot of value. Great end user experience support experience using portal branding, custom forms and email engine. Customization and automation options available through Power Automate enable our business to solve a wide domain of problems using DeskDirector. Cons Although a range of content is currently available in DeskDirector's knowledgebase, I would like to see updated content for newly released features. Review Source Response from DeskDirector May 11, 2022 Thank you for your feedback, Aaron! We're glad to hear the product has worked so well for you and your team. WL Warren L. General Manager Information Technology and Services Used the software for: 2+ years ### "Seamless Ticket Creation" May 3, 2022 5.0 Desk Director has helped us in offering an easy to use ticket system. Pros The main benefit for us, is how easy the software is for our end users to use. They need to like using it, to encourage them to use it again. Cons The recent release has required a couple of pre requisites to be installed, which adds to it's weight. Review Source Response from DeskDirector May 11, 2022 Thank you for your feedback, Warren! SR Sam R. Support Technician Computer Software Used the software for: 6-12 months ### "Feedback" May 19, 2022 5.0 Pros Easy was to integrate with customers and respond Cons Not as customisable as i would like and no back options Review Source Response from DeskDirector May 20, 2022 Thank you for your feedback, Sam! RD Robert D. Service Desk Manager Information Technology and Services Used the software for: 1-2 years ### "Great Product" May 3, 2022 5.0 Pros I like how professional the client facing portal is, with ease of use. Cons Building the service catalog is very difficult with how the forms are constructed. Review Source Response from DeskDirector May 11, 2022 Thank you for your review, Robert! We appreciate your feedback. VR Verified Reviewer Office Manager Information Technology and Services Used the software for: 6-12 months ### "Ok software, but there are better" October 6, 2022 2.0 Pros Not hard to implement, some decent features Cons Many features that we found in other products were not in DeskDirector. They could've done a bit more to supply a better portal, but the software we moved to just can't be beat. Review Source RW Ryan W. Helpdesk Engineer Information Technology and Services Used the software for: 6-12 months ### "Fantastic product!" May 19, 2022 5.0 Pros This software offers easy access for ticket logging with clear instructions on what information is needed. Cons I feel like it could be more customizable. Review Source Response from DeskDirector May 20, 2022 Thank you for your feedback, Ryan! We're glad to hear you've been so happy with your experience. FB Fred B. Director of Managed Services Information Technology and Services Used the software for: 6-12 months ### "ConnectWise Customer Portal that works!" October 5, 2018 5.0 Pros This is a way better customer portal that is more user friendly than the built in ConnectWise portal. Cons There is some legacy stuff that needs to be removed. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.