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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.