Web Help Desk and Dameware Integrate to Improve End-User Support

Dameware Integration [2:52]

Help Desk Essentials Pack

Help Desk Software & Remote Support Software: Improve IT Service Management.

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Video Transcript

SolarWinds combines the award-winning Web Help Desk and Dameware Remote Support into one easy-to-use package. Help Desk Essentials enables help desk and desktop support teams to simplify both managing and resolving IT service requests. SolarWinds Help Desk Essentials benefits both internal and external IT teams that offer customer support by simplifying IT Service Management (ITSM), increasing operational efficiency of support technicians, saving time and resources by automating help desk tasks, lowering time-to-resolution of support tickets, and improving overall customer satisfaction.

The combination of Web Help Desk and Dameware Remote Support simplifies and streamlines the entire IT service request fulfillment process. The Help Desk essentials package can be used for ticket creation, ticket assignment, IT asset discovery and management, remote troubleshooting and ticket resolution.

Web Help Desk enables technicians and end-users to easily create service request from the Web or email, as well as import tickets from legacy systems and spreadsheets. Then, based on predefined custom business logic, teams can automate ticket-to-technician assignment and build escalation workflows. Offering built-in IT asset management (ITAM) capabilities, Web Help Desk automates discovery of hardware and software assets.

Now you have a central repository to keep your IT inventory up-to-date. You can link tickets to assets to track their associated history. Eliminate the need for visit-and-assist end-user support by enabling one-click remote desktop access from Web Help Desk. Integration with Dameware Remote Support allows IT pros to initiate remote desktop sessions for Windows, Linux and Mac OS X systems directly from the help desk ticket or from the IT asset inventory (ITSM), no matter where the end-user is located‚ inside or outside the firewall.

When you end the Dameware remote session, you can transfer session data, including chat history, screenshots, session duration and other metadata to the ticket in Web Help Desk. Web Help Desk allows you to generate reports for service requests, billing information and asset records. Helping you track historical data, monitor technician performance and service progress.

With Web Help Desk, you can set alerts for SLA deadlines based upon ticket resolution, as well as receive customer feedback by running automated surveys upon service request completion.

Simplify customer support with SolarWinds Help Desk Essentials, a 2-in-1 combo of affordable help desk and remote support software. Download your free trial today.

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