Simplify IT service management (ITSM) with the affordable combo of SolarWinds® Web Help Desk® and Dameware® Remote Support software. SolarWinds combines the power of help desk and remote support software into one easy-to-use package called Help Desk Essentials, which allows you to both manage and resolve IT tickets faster. Web Help Desk enables you to manage help desk tickets and IT assets, and Dameware provides remote access functionality to troubleshoot remote computers quickly and easily. The integration between these two tools allows you to initiate a Dameware remote session right from the help desk interface.
SolarWinds® Help Desk Essentials Pack facilitates communication between end users and technicians, and lowers mean time to resolution by combining the power of SolarWinds Web Help Desk® and Dameware® Remote Support software.
Help Desk Essentials Pack allows you to:
- Automate help desk ticket assignment, routing, escalation, and SLA alerting,
- Manage hardware and software asset inventory and life cycles, as well as associated tickets and end users,
- And easily launch remote sessions directly from help desk tickets or the IT asset inventory for a targeted approach to troubleshooting IT issues.
The self-service portal lets end users open tickets and track progress themselves; and a built-in knowledge base with suggested FAQ articles can lower per-incident cost by promoting end user self-sufficiency.
You also have the option to send email updates automatically to end users throughout each step of the service management lifecycle. And once the ticket is completed, you can evaluate end user satisfaction through automated surveys.
With Help Desk Essentials Pack, you can:
Reduce documentation time by saving remote session details, including metadata, chat history, screenshots and more, back to help desk tickets,
Evaluate, track, and report on technician or team performance for improved customer satisfaction, implement change and approval processes, establish customized workflows, manage your change advisory board and the list goes on.
SolarWinds Help Desk Essentials Pack improves communication, helps lower costs and reduces mean time to resolution.