AUSTIN, TX--(Marketwired - May 20, 2015) - SolarWinds (NYSE: SWI), a leading provider of powerful and affordable IT performance management software, today announced updates to its SolarWinds® Web Help Desk® and DameWare® Remote Support products to better facilitate business processes and streamline remote troubleshooting and management. Specifically, new to SolarWinds Web Help Desk is the ability to create automated parent-child relationships between help desk tickets, enabling easy-to-use, ticket-based project management; while DameWare Remote Support now features Microsoft® Active Directory® integration.
With the ability to link SolarWinds Web Help Desk tickets together in parent-child relationships, IT pros can now easily track multiple related tasks for automated business processes. For example, events such as a new hire, where multiple departments -- HR, facilities, IT, finance, etc. -- must be involved, the creation of a single parent ticket can trigger automated child tickets assigned to different owners, each with their own status, but containing pertinent information from and linked to the parent ticket. This new feature of SolarWinds Web Help Desk works equally well for ad-hoc projects where multiple owners are involved, such as the moving of server.
DameWare Remote Support's new Active Directory integration enables single sign-on support to improve technician efficiency and help ensure company password policies are enforced. It also allows administrators to schedule automated synchronization of DameWare Remote Support users with Active Directory lists, easing management burdens.
"Technical support teams are under intense pressure to perform well and prove their value, in fact almost 90 percent of IT pros in a support role who responded to a recent survey on the topic said they feel this scrutiny," said Nikki Jennings, group vice president, systems management, SolarWinds. "The updates to SolarWinds Web Help Desk and DameWare Remote Support we're announcing today don't just enable better organized help desk management and facilitate more effective remote support, they help IT pros take a leadership role in improving organization-wide efficiency and project management, thereby proving themselves as a key driver of business success."
SolaWinds 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 USD.
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. Administrators can reboot systems; start and stop services and processes; copy or delete files; view and clear event logs; manage multiple Active Directory domains, users and groups; remotely reset passwords; and gain access to Windows computers from iOS® and Android(tm) mobile devices. Pricing starts at $349 USD.
SolarWinds Web Help Desk and DameWare Remote Support integrate to allow IT Pros to remotely access and control end-users' 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.
Pricing for both products includes the first year of maintenance. For more information, including a downloadable, free evaluation, visit the SolarWinds website or call 866.530.8100.
- Press Release: SolarWinds Integrates its Web Help Desk and DameWare Remote Support Products to Accelerate IT Ticket Resolution
- HDI Research Brief: Desktop Support: Managing Ticket Volume Under Pressure
- Infographic: Desktop Support Tickets are Still on the Rise
- Video: SolarWinds Help Desk Essentials Overview
SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to customers worldwide from Fortune 500® enterprises to small businesses. In all of our market areas, our approach is consistent. We focus exclusively on IT Pros and strive to eliminate the complexity that they have been forced to accept from traditional enterprise software vendors. SolarWinds delivers on this commitment with unexpected simplicity through products that are easy to find, buy, use and maintain while providing the power to address any IT management problem on any scale. Our solutions are rooted in our deep connection to our user base, which interacts in our thwack® online community to solve problems, share technology and best practices, and directly participate in our product development process. Learn more today at www.solarwinds.com.
SolarWinds, SolarWinds & Design, thwack and Web Help Desk are the exclusive property of SolarWinds Worldwide, LLC or its affiliates. All other company and product names mentioned are used only for identification purposes and may be or are intellectual property of their respective companies.
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