Help Desk Essentials Pack

Save time, money, and resources by automating and simplifying help desk and IT support tasks

Products Included In This Licensed Bundle:
  1. Dameware Remote Support
  2. Web Help Desk
  • Fast and secure remote control

    Sometimes getting to the root of an IT issue involves going right to the source.

    Included within the solution is Dameware Mini Remote Control, which offers multi-platform remote access to Windows, Linux, and Mac OS X computers, laptops, and servers from a single admin console.

    drs-window-linux-mac
  • Anywhere, anytime remote assistance

    IT issues know no bounds, so why should the ability to troubleshoot IT issues only be reserved for machines on the network?

    Initiate secure over-the-Internet remote connection with computers inside the LAN and over the internet.

  • Simplify Windows™ administration

    IT admins have enough on their plates without having to make house calls for IT troubleshooting.

    Use remote access to reboot systems, start/stop services and processes, copy/delete files, view and clear event logs, and more.

  • Built-in remote admin tools

    As if IT issues weren’t bad enough, a total halt to productivity to resolve them might not be necessary with the right tools.

    Offers system tools and TCP utilities to remotely troubleshoot computers without having to launch a full remote control session.

  • Deliver remote support from iOS and Android devices

    IT admins are constantly on the go. Give them the tools they need to do their job effectively, no matter where they are.

    Use the Dameware mobile app to remotely access network computers from mobile devices.

  • Remotely manage Active Directory® environments

    Wouldn’t it be nice to be able to control who has access and who does not, and help the CEO gain access when he forgets his password?

    Manage multiple AD domains, groups, and users. Remotely unlock user accounts, reset passwords, and edit Group Policy.

  • Export AD objects and system configs from remote computers

    Knowing how a group of computers is configured, and what software is actually being employed, could help you get to the bottom of some of your most troubling questions.

    Easily export AD properties, system configurations, and software information in .CSV or .XML formats.

  • Centralized license and user account management

    Going through disparate systems to manage accounts can be a major burden.

    Centrally manage your Dameware environment, user accounts and permissions, and simplify Dameware license management globally.

  • Multi-factor authentication

    Whether your security protocols or compliance initiatives require it, keeping your remote support system secure is a must. There is simply too much to lose.

    Enforce two-factor authentication in security sensitive environments using Smart Card logon and authentication.

  • Remote access to sleeping and powered-off computers

    Don’t let non-responsive machines keep you from resolving IT issues.

    Remotely connect to out-of-band computers with Intel® vPro™ with AMT, Wake on LAN, and KVM support.

Next Feature
  • Automate ticketing management

    Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.

    Automate service request management through ticket creation, assignment, routing, and escalation.

    Ticket management system to automate help desk support
  • Centralize your knowledge management

    Don’t waste time responding to repetitive, run-of-the-mill questions.

    Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.

    Knowledge base system for IT help desk
  • Meet your SLAs

    Breaching your SLA could spell disaster for your business.

    Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.

    Service level agreement ticket management software
  • Relational ticket association to simplify project and task management

    Issues involving multiple tickets should be managed in lockstep to avoid chaos.

    Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.

  • Native integration with Active Directory and LDAP

    Your service management software holds a wealth of information. Don’t let it get into the wrong hands.

    Automatically discover and add client information to Web Help Desk from AD and LDAP servers.

  • Measure customer satisfaction

    Good end-user support means staying on top of customer satisfaction and how your team performs.

    Configure automated feedback surveys for end-users upon completion of service request.

    Customer service ticketing system
  • Integrate with 3rd-party tools for IT asset management

    The hardware, software, and other IT assets supporting your business are ever expanding. How will you keep up?

    Employ out-of-the-box integration with JAMF Casper Suite, Absolute Manage, Microsoft SCCM, and SMS.

    https://play.vidyard.com/SV3ocZvhKEiTdd72cesJGD.jpg
  • Automated email-to-ticket conversion

    Manually generating tickets takes time away from the real problem at hand - resolving end-user issues.

    Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.

    https://play.vidyard.com/q8DGm57AYhYRzx56eJBbEt.jpg
  • Maintain your asset inventory

    Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows.

    Simplify IT asset management with built-in asset discovery, inventory management, and reporting.

    Help desk hardware and software asset management
  • Control change management

    Checks and balances makes service management feasible.

    Regulate and manage change requests through automated approval workflows and panel voting options.

    IT change management tools
  • Employ robust reporting and monitoring

    Tracking the progress and performance of your support team is critical for meeting end-user expectations and other requirements.

    Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs.

    Free ticketing system and performance report management software
  • FIPS 140-2 compatibility and security

    Depending on the industry you serve, the data and systems service organizations you interact with can vary in terms of their sensitivity.

    Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.

    https://play.vidyard.com/LxjB8MonwtxPz3EHFnH5FQ.jpg
Next Feature

Key Features

See More Features +
See Less Features -
Fast and secure remote control
Sometimes getting to the root of an IT issue involves going right to the source. Included within the solution is Dameware Mini Remote Control, which offers multi-platform remote access to Windows, Linux, and Mac OS X computers, laptops, and servers from a single admin console. drs-window-linux-mac
Anywhere, anytime remote assistance
IT issues know no bounds, so why should the ability to troubleshoot IT issues only be reserved for machines on the network? Initiate secure over-the-Internet remote connection with computers inside the LAN and over the internet.
Simplify Windows™ administration
IT admins have enough on their plates without having to make house calls for IT troubleshooting. Use remote access to reboot systems, start/stop services and processes, copy/delete files, view and clear event logs, and more.
Built-in remote admin tools
As if IT issues weren’t bad enough, a total halt to productivity to resolve them might not be necessary with the right tools. Offers system tools and TCP utilities to remotely troubleshoot computers without having to launch a full remote control session.
Deliver remote support from iOS and Android devices
IT admins are constantly on the go. Give them the tools they need to do their job effectively, no matter where they are. Use the Dameware mobile app to remotely access network computers from mobile devices.
Remotely manage Active Directory® environments
Wouldn’t it be nice to be able to control who has access and who does not, and help the CEO gain access when he forgets his password? Manage multiple AD domains, groups, and users. Remotely unlock user accounts, reset passwords, and edit Group Policy.
Export AD objects and system configs from remote computers
Knowing how a group of computers is configured, and what software is actually being employed, could help you get to the bottom of some of your most troubling questions. Easily export AD properties, system configurations, and software information in .CSV or .XML formats.
Centralized license and user account management
Going through disparate systems to manage accounts can be a major burden. Centrally manage your Dameware environment, user accounts and permissions, and simplify Dameware license management globally.
Multi-factor authentication
Whether your security protocols or compliance initiatives require it, keeping your remote support system secure is a must. There is simply too much to lose. Enforce two-factor authentication in security sensitive environments using Smart Card logon and authentication.
Remote access to sleeping and powered-off computers
Don’t let non-responsive machines keep you from resolving IT issues. Remotely connect to out-of-band computers with Intel® vPro™ with AMT, Wake on LAN, and KVM support.
Automate ticketing management
Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error. Automate service request management through ticket creation, assignment, routing, and escalation. Ticket management system to automate help desk support
Centralize your knowledge management
Don’t waste time responding to repetitive, run-of-the-mill questions. Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues. Knowledge base system for IT help desk
Meet your SLAs
Breaching your SLA could spell disaster for your business. Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows. Service level agreement ticket management software
Relational ticket association to simplify project and task management
Issues involving multiple tickets should be managed in lockstep to avoid chaos. Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.
Native integration with Active Directory and LDAP
Your service management software holds a wealth of information. Don’t let it get into the wrong hands. Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Measure customer satisfaction
Good end-user support means staying on top of customer satisfaction and how your team performs. Configure automated feedback surveys for end-users upon completion of service request. Customer service ticketing system
Integrate with 3rd-party tools for IT asset management
The hardware, software, and other IT assets supporting your business are ever expanding. How will you keep up? Employ out-of-the-box integration with JAMF Casper Suite, Absolute Manage, Microsoft SCCM, and SMS. https://play.vidyard.com/SV3ocZvhKEiTdd72cesJGD.jpg
Automated email-to-ticket conversion
Manually generating tickets takes time away from the real problem at hand - resolving end-user issues. Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets. https://play.vidyard.com/q8DGm57AYhYRzx56eJBbEt.jpg
Maintain your asset inventory
Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows. Simplify IT asset management with built-in asset discovery, inventory management, and reporting. Help desk hardware and software asset management
Control change management
Checks and balances makes service management feasible. Regulate and manage change requests through automated approval workflows and panel voting options. IT change management tools
Employ robust reporting and monitoring
Tracking the progress and performance of your support team is critical for meeting end-user expectations and other requirements. Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs. Free ticketing system and performance report management software
FIPS 140-2 compatibility and security
Depending on the industry you serve, the data and systems service organizations you interact with can vary in terms of their sensitivity. Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections. https://play.vidyard.com/LxjB8MonwtxPz3EHFnH5FQ.jpg

FAQ: Questions, meet answers.

  • Why add Dameware Remote Support to Web Help Desk?
  • Why add Web Help Desk to Dameware Remote Support?
  • Is maintenance included with purchase?
  • Do you offer training?
  • Do you offer technical support?
See More See Less
  • Why add Dameware Remote Support to Web Help Desk?

    Combined, the two enhance help desk and tech admin efficiency.

    In just one click, launch a Dameware Remote Support session from Web Help Desk IT tickets or the IT asset inventory.

    https://play.vidyard.com/FcHwmzPHgYqJy5A5rXjLxX.jpg
  • Why add Web Help Desk to Dameware Remote Support?

    The two work together to help you quickly identify and resolve issues.

    Create a new Web Help Desk ticket directly from the Dameware remote session. You can also save remote session metadata, including duration, chat history, and screenshots back to the IT ticket to further assist in troubleshooting and escalations.

    https://play.vidyard.com/UpTDitub1cLVsFCTfD1UBF.jpg
  • Is maintenance included with purchase?

    Maintenance is free for one year.

    SolarWinds licensed products include a year of free maintenance, starting from the date of purchase. Annual maintenance can be purchased at a fraction of the list price. Discover the benefits.

  • Do you offer training?

    Absolutely! We’re here to help.

    Our Success Center offers a variety of resources to help you get started using Help Desk Essentials. You get in-depth documentation, help with installation and configuration, a library of training videos, and regularly scheduled training classes. We have everything you need to get started and ramp up quickly.

  • Do you offer technical support?

    In-house tech support is only a call or click away.

    We offer excellent, in-house technical support from professionals whose goal is to help you solve your issue in one phone call. Beyond this, THWACK®, our very own user community of IT professionals, serves as an excellent resource to consult and learn from other Web Help Desk and Dameware Remote Support users.

    THWACK home
Next Question:

FAQ: Questions, meet answers.)

Why add Dameware Remote Support to Web Help Desk?
Combined, the two enhance help desk and tech admin efficiency. In just one click, launch a Dameware Remote Support session from Web Help Desk IT tickets or the IT asset inventory. https://play.vidyard.com/FcHwmzPHgYqJy5A5rXjLxX.jpg
Close FAQ
Why add Web Help Desk to Dameware Remote Support?
The two work together to help you quickly identify and resolve issues. Create a new Web Help Desk ticket directly from the Dameware remote session. You can also save remote session metadata, including duration, chat history, and screenshots back to the IT ticket to further assist in troubleshooting and escalations. https://play.vidyard.com/UpTDitub1cLVsFCTfD1UBF.jpg
Close FAQ
Is maintenance included with purchase?
Maintenance is free for one year. SolarWinds licensed products include a year of free maintenance, starting from the date of purchase. Annual maintenance can be purchased at a fraction of the list price. Discover the benefits.
Close FAQ
Do you offer training?
Absolutely! We’re here to help. Our Success Center offers a variety of resources to help you get started using Help Desk Essentials. You get in-depth documentation, help with installation and configuration, a library of training videos, and regularly scheduled training classes. We have everything you need to get started and ramp up quickly.
Close FAQ
Do you offer technical support?
In-house tech support is only a call or click away. We offer excellent, in-house technical support from professionals whose goal is to help you solve your issue in one phone call. Beyond this, THWACK®, our very own user community of IT professionals, serves as an excellent resource to consult and learn from other Web Help Desk and Dameware Remote Support users. THWACK home
Close FAQ
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SolarWinds is trusted by 250,000 customers in 170 countries
What is IT service management?
definition
IT service management (ITSM) refers to the activities involved in delivering IT services to customers. This may involve the use of help desk software for ticketing and IT asset management, receiving and routing support tickets, and troubleshooting and resolving issues.
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