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

Dameware Remote Support
Dameware Remote Support
Web Help Desk
Web Help Desk



Why Bundle?

  1. Simplify IT Service Management
    The integration of Web Help Desk™ and Dameware Remote Support enables you to simplify ITSM from ticket request to resolution.
  2. Accelerate Support Delivery
    Remove the need to manually manage support tickets and start using remote access to address problematic end-user machines and IT systems for faster troubleshooting.
  3. Improve Customer Satisfaction
    Respond to tickets quickly with remote support capabilities, and track and measure technician performance to continuously improve customer satisfaction.

What Does The Help Desk Essentials Pack Including?

Dameware Remote Support

Dameware Remote Support

Remote control and systems management tools in one easy-to-use package

  • Fast and secure remote control
  • Anywhere, anytime remote assistance
  • Simplify Windows administration
  • Built-in remote admin tools
  • Deliver remote support from iOS and Android devices
  • Remotely manage Active Directory environments

Web Help Desk

Web Help Desk

Affordable Help Desk Ticketing and Asset Management Software

  • Automation of ticketing
  • Centralized knowledge base
  • Tracking and management of IT assets
  • Simplified project and task management with relational ticketing
  • Integration with Active Directory and LDAP
  • Reporting to measure SLAs

What's Included:

  Dameware Remote Support Web Help Desk Help Desk Essentials Pack
  Includes: Dameware DRS, WHD
Centralized ticketing and incident management
Built-in knowledge base for self-service
IT change management and customizable approval workflows
Reporting, SLA alerts, and customer surveys
Remote control Windows, Mac OS X and Linux systems
Built-in tools for system monitoring, event log viewing, and network diagnostics without initiating a full remote session
Remote access to support end-users outside the firewall

Dameware Remote Support:

Fast and secure remote control

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.

Anywhere, anytime remote assistance

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.

Simplify Windows administration

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.

Built-in remote admin tools

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.

Deliver remote support from iOS and Android devices

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.

Remotely manage Active Directory environments

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.

Export AD objects and system configs from remote computers

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.

Centralized license and user account management

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.

Multi-factor authentication

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.

Remote access to sleeping and powered-off computers

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..

Web Help Desk:

Automate ticketing management

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.

Centralize your knowledge management

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.

Meet your SLAs

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.

Relational ticket association to simplify project and task management

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.

Native integration with Active Directory and LDAP

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.

Measure customer satisfaction

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.

Integrate with 3rd-party tools for IT asset management

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.

Automated email-to-ticket conversion

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.

FIPS 140-2 compatibility and security

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.

Maintain your asset inventory

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.

Control change management

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

Employ robust reporting and monitoring

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.

System Requirements:

Dameware Remote Support

Hardware Minimum Requirements
Memory 20 MB RAM
Hard Drive 150 MB
Software Minimum Requirements
Operating System for Installation
  • Windows Vista, 7, 8, 8.1, 10
  • Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016
Operating System for Remote Agent Dameware Mini Remote Control in Dameware Remote Support can be used to initiate remote sessions with:

  • Windows Vista, 7, 8, 8.1, 10
  • Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016
  • Debian 5.0 and later (VNC enabled)
  • CentOS 5 and 6 (VNC enabled)
  • Ubuntu 10.04.1 LTS to 10.04.3 LTS, 11.10, and 12.04 LTS (VNC enabled)
  • Red Hat Enterprise Linux 5 and later (VNC enabled)
  • Fedora 15 and 16 (VNC enabled)
  • Mac OS X (VNC enabled)

Web Help Desk

Hardware Minimum Requirements
CPU Dual Core, 2.0 GHz or faster
Memory 3 GB (Add 1 GB for every 10 additional technicians)
Hard Drive 20 GB
Software Minimum Requirements
Operating System Licensed Version supported on:
  • Windows Servers: Windows Server 2016 (64-bit), 2012 (64-bit), 2012 R2 (64-bit)
  • MacOS 10.12 Sierra and 10.13 High Sierra, iOS 10 and 11
  • CentOS 6.5, 7.0
  • Red Hat Enterprise Linux (RHEL) 6.5 (64-bit), 7.0 (64-bit)
  • Fedora 24 and 25

Free Trial/Evaluation Version also supported on: Windows 10 (64-bit) and Windows 8.1 (64-bit)

Database Web Help Desk uses an embedded PostgreSQL database as its standard database. Web Help Desk also supports:
  • MySQL 5.6 and 5.7
  • Microsoft SQL Server 2016, 2012 SP2, and 2014
  • PostgreSQL 9.5 and 9.6

NOTE: The minimum server requirements listed assume default configuration. Significantly increasing the poll rate or statistic collection rate could result in additional load on the server, which may require a larger CPU or additional memory.


Download the Solarwinds DameWare Remote Support Datasheet (.PDF)

Download the Solarwinds Web Help Desk Datasheet (.PDF)

Get in touch with a Solarwinds Solutions Specialist today to Learn More!