SolarWinds Help Desk Management products can help your IT team reduce time-to-resolution on service requests while increasing end-user satisfaction. Web Help Desk gives your team the tools they need to manage IT assets and service desk tickets throughout the entire life cycle. DameWare Remote Support is a comprehensive remote management tool that includes the award-winning remote control software, Mini Remote Control, for Windows, Mac OS X, and Linux computers.

1. Ensuring High End-User Satisfaction
with Help Desk Tools from SolarWinds®
Glenn Gray
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

2. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Agenda
» Why is End-User Satisfaction so
Important?
» Managing the Help Desk
 What is Web Help Desk™
 How Can it Help Keep E/U Happy?
 Product Demo
» Supporting End-Users
 What is DameWare® Remote Support
 How Can it Help Keep E/U Happy?
 Product Demo

3. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Managing the Help Desk
Web Help Desk

4. Web Help Desk – What is it?
•Emails to tickets
•Alerts to tickets
Automated Ticketing
•Asset discovery & integration
•Remote control integrations
Asset Management
•End-user self-service
•Proactive FAQs
Knowledge Base
•Bi-directional email correspondence
• Exchange ticket notes with the end-user
•Email/SMS alerts
Communication
» 100% Web-based
» Management, tracking and ticketing
automation via a simple and intuitive Web
console
» Streamlined and customizable workflows to
suit your business environment
» Integrates with network and systems
management software
» Orion® alerts to tickets automation
» Powerful and customizable dashboard for
performance reporting
» Supports Windows®, Mac OS®, Linux®
operating systems, and VMware®
vSphere®/Microsoft® Hyper-V® virtual
machines
Latest version: Web Help Desk v12
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
3

5. How Can WHD Help Keep End-Users Happy?
End-users
» Intuitive, Web-based interface
» Quick ticket resolutions
» 2-way communications
» FAQs & Knowledgebase
» Feedback mechanism
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
IT pros
» Automation
» Asset discovery & management
» Integration
» SLA alerts & notifications
» Mobility
2

6. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Product Demo
» Creating escalation rules
» Using FAQs to help end-users help
themselves
» Using reporting to track performance
» Monitor and improve CSI with surveys

7. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Supporting End-Users
DameWare Remote Support

8. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
DameWare Remote Support – What is it?
Remote Control – Includes MRC
» Proprietary remote protocol for
Windows
 In-session chat
 One-click screenshots
» Built-in VNC for Mac® OS X® & Linux
» Intel AMT™ KVM
» DameWare Mobile for iOS® devices
Remote Administration
» Windows administration
 Manage services & processes
 View & clear Event Log
 Manage disks, shares, & peripherals
» Intel® vPro® support for sleeping or
crashed computers
» Active Directory® management
 Manage AD users, groups, & OUs
 Edit Group Policies

9. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
How Can DRS Help Keep End-Users Happy?
End-users
» Quick resolution
» Watch the solution
» On-screen chat
» Invisible troubleshooting
» Support for crashed hardware
IT pros
» Easy to deploy
» Customizable agents
» Remote troubleshooting
» Support mixed-OS environments
» Mobility

10. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Product Demo
» Remote Control
 Windows
 Mac OS X
 Linux
 Intel AMT KVM
» Remote Administration
 Services & processes
 Event Viewer
» Active Directory Mgmt.
 Users & groups

11. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Thank You!
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