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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