SolarWinds Integrates Web Help Desk With DameWare Remote Support

SolarWinds (SWI) has integrated its Web Help Desk software with DameWare Remote Support, enabling managed service providers (MSPs) to immediately address customers' IT problems. Here are the details.

Dan Kobialka, Contributing writer

December 10, 2014

2 Min Read
Chris LaPoint SolarWinds39 vice president of product management
Chris LaPoint, SolarWinds' vice president of product management

SolarWinds (SWI) has integrated its Web Help Desk solution with DameWare‘s Remote Support software, enabling IT and managed service providers (MSPs) to immediately address customers’ IT problems.

The integration allows service technicians to launch remote support sessions directly from asset reports and tickets and control end users’ Windows, Linux and Mac OS devices from any location, according to SolarWinds.

Service techs also can leverage the integration to store chat transcripts and screenshots from completed support sessions in their ticket log and asset data.

“We think this new offering will be interesting to smaller MSPs,” Glenn Gray, SolarWinds’ senior product marketing manager, told MSPmentor. “This integration point allows support providers to service their customers more efficiently. It also allows for better tracking of incidents and requests.”

SolarWinds Web Help Desk provides help desk ticketing support, while DameWare Remote Support gives users remote access to Windows, Linux and Mac OS X desktops, laptops and servers for remote troubleshooting and management of servers and workstations.

Chris LaPoint, SolarWinds’ vice president of product management, added that the integration of both products can help service techs investigate and resolve end users’ problems quickly.

“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,” LaPoint said in a prepared statement. “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.”

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About the Author(s)

Dan Kobialka

Contributing writer, Penton Technology

Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).  

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