When it comes to building a next-generation PSA, hearing from real users is what fuels our journey. We recently had the pleasure of sitting down with Spencer A. Heath, Technical Systems Engineer at Progressive Technologies, a user turned well-wisher of DeskDay. His firsthand experience with our chat-based PSA has been nothing short of inspiring, and his insights highlight why speed and efficiency are at the heart of what we do.  

At DeskDay, we take customer feedback seriously—it’s not just about validation; it’s about evolution. Every testimonial is a reflection of how we’re reshaping workflows for MSPs, helping them move beyond outdated, time-consuming processes. 

Spencer’s experience is a testament to this. From eliminating manual ticket tracking in Excel to streamlining billable hours and integrating seamlessly with NinjaOne, DeskDay has transformed the way his team operates.  

In this exclusive conversation, Spencer shares how DeskDay’s automatic time tracking, responsive web app, and NinjaOne integration have turned what once took hours into mere minutes. 

And the best part? He’s already been recommending DeskDay to his peers! His story is a must-read for any MSP looking for a PSA that actually works for them, not against them. Dive in and see why DeskDay is quickly becoming the go-to PSA for modern MSPs.

Q1. How is the experience of using DeskDay Chat-based PSA so far?

DeskDay has been super fast and easy to use, the web app is very responsive making tasks a breeze to accomplish. Seeing all of the great integrations coming, along with some amazing new features, I can see this quickly becoming a leader in the PSA space.

Q2. What specific challenge or goal led you to try DeskDay and how did it address your needs?

We were lacking a good PSA with quality ticket tracking and a good project management suite.
Before DD we had to manually keep track of tickets in an Excel document, and after each week manually input them into our billing software. 

The timesheets have made tracking billable and un-billable hours a breeze. Making sure we are not leaving money behind on the table.

Q3. How has using our product improved or transformed your workflow, business, or daily life?

Our time tracking has been moved into the current era, this used to be a task that took a couple of hours to complete.

This process now only takes a couple of minutes. Also, the integration with Ninja, having the ability to have DeskDay create tickets based on events in our RMM, and even auto-close them if the issue is resolved is a great feature.

Q4. What’s one feature or aspect of our product that you couldn’t live without, or stands out and why?

The automatic time tracking has greatly improved our workflow, it’s easy and simple to use.

Q5. Would you recommend DeskDay to other MSP peers? If so, what would you tell them?

Yes! I have actually referred a couple of people over to you guys as well. The simple “Per-tech” pricing is a great feature.

The DeskDay staff is very responsive to feedback and really strives to shape the product to the needs of their customers, I let everyone know how great our Account Managers/Product Managers are. They are always willing to help out and take feedback.