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In this webinar, our Federal Sales Engineer discussed how organizations can use our tightly integrated help desk and remote support software to help improve IT service management. Our Sales Engineer demonstrated the integration of the Web Help Desk® and Dameware® Remote Support solutions and discussed use cases and best practices to improve service management.
During this interactive webinar, attendees learned about how to:
Connect to remote computers directly from help desk trouble tickets while having access to integrated IT asset information and checklists for faster troubleshooting
Save remote session metadata including duration, chat history, and screenshots back to the IT tickets in the help desk software where the remote session was launched from
Save remote session details for sessions that were started outside of the ticketing system in either an existing ticket in the Web Help Desk solution, or by creating a new ticket from the Dameware remote session
Take advantage of smartcard support, archiving tickets by request type, reporting, and other features of importance to government customers.