Solarwinds Help Desk Essentials Pack
Save time, money, and resources by automating and simplifying help desk and IT support tasks

Sometimes getting to the root of an IT issue involves going right to the source.
Included within the solution is Dameware Mini Remote Control, which offers multi-platform remote access to Windows, Linux, and Mac OS X computers, laptops, and servers from a single admin console.

IT issues know no bounds, so why should the ability to troubleshoot IT issues only be reserved for machines on the network?
Initiate secure over-the-Internet remote connection with computers inside the LAN and over the internet.

IT admins have enough on their plates without having to make house calls for IT troubleshooting.
Use remote access to reboot systems, start/stop services and processes, copy/delete files, view and clear event logs, and more.

As if IT issues weren’t bad enough, a total halt to productivity to resolve them might not be necessary with the right tools.
Offers system tools and TCP utilities to remotely troubleshoot computers without having to launch a full remote control session.

IT admins are constantly on the go. Give them the tools they need to do their job effectively, no matter where they are.
Use the Dameware mobile app to remotely access network computers from mobile devices.

Wouldn’t it be nice to be able to control who has access and who does not, and help the CEO gain access when he forgets his password?
Manage multiple AD domains, groups, and users. Remotely unlock user accounts, reset passwords, and edit Group Policy.

Knowing how a group of computers is configured, and what software is actually being employed, could help you get to the bottom of some of your most troubling questions.
Easily export AD properties, system configurations, and software information in .CSV or .XML formats.

Going through disparate systems to manage accounts can be a major burden.
Centrally manage your Dameware environment, user accounts and permissions, and simplify Dameware license management globally.

Whether your security protocols or compliance initiatives require it, keeping your remote support system secure is a must. There is simply too much to lose.
Enforce two-factor authentication in security sensitive environments using Smart Card logon and authentication.

Don’t let non-responsive machines keep you from resolving IT issues.
Remotely connect to out-of-band computers with Intel® vPro™ with AMT, Wake on LAN, and KVM support..

Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.
Automate service request management through ticket creation, assignment, routing, and escalation.

Don’t waste time responding to repetitive, run-of-the-mill questions.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.

Breaching your SLA could spell disaster for your business.
Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.

Issues involving multiple tickets should be managed in lockstep to avoid chaos.
Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.

Your service management software holds a wealth of information. Don’t let it get into the wrong hands.
Automatically discover and add client information to Web Help Desk from AD and LDAP servers.

Good end-user support means staying on top of customer satisfaction and how your team performs.
Configure automated feedback surveys for end-users upon completion of service request.

The hardware, software, and other IT assets supporting your business are ever expanding. How will you keep up?
Employ out-of-the-box integration with JAMF Casper Suite, Absolute Manage, Microsoft SCCM, and SMS.

Manually generating tickets takes time away from the real problem at hand - resolving end-user issues.
Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.

Depending on the industry you serve, the data and systems service organizations you interact with can vary in terms of their sensitivity.
Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.

Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows.
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.

Checks and balances makes service management feasible.
Regulate and manage change requests through automated approval workflows and panel voting options.

Tracking the progress and performance of your support team is critical for meeting end-user expectations and other requirements.
Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs.