SolarWinds Integrates Web Help Desk and DameWare(R) Remote Support to Accelerate IT Ticket Resolution

Dec 10, 2014 10:45 JST

Source: SolarWinds

Enhanced IT Help Desk Ticketing Software Features New Capabilities for Delivering Live Technical Support for Remote End-Users, Asset Reporting and Documentation, Helping IT Pros Meet Rising Business Expectations and Bolstering Them With Critical IT Performance and Trend Data

AUSTIN, TX, Dec 10, 2014 - (ACN Newswire) - SolarWinds (NYSE: SWI), a leading provider of powerful and affordable IT performance management software, today 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.

As end-user expectations for optimal IT performance are on the rise and IT departments are tasked with delivering near-immediate problem resolution, businesses are also becoming more global and mobile, increasingly supporting teleworking and travel to meet business needs. In a 2014 HDI survey of over 1,300 IT support center respondents, remote support was cited as the top technology needed to provide successful end-user desktop support, with 43 percent of organizations resolving half of their IT tickets remotely in 2014.

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, vice president 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."

SolarWinds Web Help Desk and DameWare Remote Support integration highlights

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. Pricing starts at $695.

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. Pricing starts at $349.

Pricing for both products includes the first year of maintenance. For more information, including a downloadable, free evaluation, visit the SolarWinds website or call +1-866-530-8100.

Additional Resources:
- HDI Research Brief: Desktop Support: Managing Ticket Volume Under Pressure http://mwne.ws/1ui6vtH
- Infographic: Desktop Support Tickets are Still on the Rise http://bit.ly/1wbc3eV
- Video: SolarWinds Help Desk Essentials Overview https://www.youtube.com/watch?v=q8S1EbkxJRY

About SolarWinds

SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to customers worldwide from Fortune 500(R) enterprises to small businesses. In all of our market areas, our approach is consistent. We focus exclusively on IT Pros and strive to eliminate the complexity that they have been forced to accept from traditional enterprise software vendors. SolarWinds delivers on this commitment with unexpected simplicity through products that are easy to find, buy, use and maintain while providing the power to address any IT management problem on any scale. Our solutions are rooted in our deep connection to our user base, which interacts in our thwack(R) online community to solve problems, share technology and best practices, and directly participate in our product development process. Learn more today at http://www.solarwinds.com/.

SolarWinds, SolarWinds.com and thwack are registered trademarks of SolarWinds. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.

Contact Information
MEDIA CONTACTS:
Nicole Fachet
Text100
Phone: +1-212-871-3950
NicoleF@text100.com

Courtney Cantwell
SolarWinds
Phone: +1-512-682-9692
pr@solarwinds.com

Source: SolarWinds