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 inventorial lifecycles, 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.