SolarWinds introduced new integration between SolarWinds Web Help Desk and DameWare Remote Support, empowering IT Pros to provide fast and direct IT incident support and reduce overall end-user performance disruption wherever end-users are working.
SolarWinds Web Help Desk and DameWare Remote Support, currently supporting over 25,000 organizations collectively, now integrate to allow IT Pros to remotely access and control end-users’ Windows, Linux, and Mac OS devices and immediately address their IT problems, all while recording ticket details including chat transcripts, asset status and other data to reduce downtime and optimize long-term business performance.
“IT Pros require direct access to the end-users’ devices to investigate and resolve their problems quickly and they need an automated solution for keeping track of those IT incidents and assets,” said Chris LaPoint, VP of Product Management, SolarWinds. “SolarWinds Web Help Desk and DameWare Remote Support seamlessly integrate with the goal of solving end-user problems faster and enabling the automatic storage of IT incident resolution metrics; in this way, IT is able to provide unique insight into a business’ problem areas and apply appropriate tech solutions to fix them.”
With the new integration between SolarWinds Web Help Desk and DameWare Report Support, IT Pros are able to launch remote support sessions directly from tickets and asset reports, essentially providing onsite support delivery for end-users working from home or on the go. IT Pros can:
- Connect with a remote end-user’s computer or server directly from an automated support ticket or from an asset management record
- Store critical information from completed support sessions into the ticket log and asset data, including chat transcripts, screenshots and data such as remote access duration
In addition, SolarWinds Web Help Desk features new asset reporting for easy monitoring of business-critical metrics including time-to-resolution and end-user satisfaction, enabling IT Pros to:
- Maintain reports on assets, both hardware and software, for records, audit trails or to identify weak spots within an infrastructure
- Generate reports about assets both at the aggregate and single-system levels, filtered by OS or model, location, incidents, warranty expirations and more
SolarWinds Web Help Desk features automated help desk ticketing for streamlined IT service management from request to resolution with rule-based routing and escalation, real-time tracking and SLA alerts, simplified IT asset management, tracking and reporting.
DameWare Remote Support provides remote access to Windows, Linux and Mac OS X desktops, laptops and servers for remote troubleshooting and management of servers and workstations. Admins can reboot systems; start and stop services and processes; copy or delete files; view and clear event logs; manage multiple AD domains, users and groups; remotely reset passwords; and gain access to Windows computers from iOS and Android mobile devices.
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