Easy to use Remote support
Updated February 03, 2022
Easy to use Remote support
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with SolarWinds Dameware Remote Support (DRS)
We use it as one of our Help Desk support tools. Since we are not 100% remote it allows us to support users no matter where they are located.
Pros
- Remote tech support
Cons
- The installation is more complicated than it needs to be.
- Support for more operating systems
- It is more cost effective than most other tools
- It has enabled us to access our server in our collocated data center without the need for external support
TeamViewer is an easier tool to use but the drawback in comparison to DRS is that the user has to install the agent.
Do you think SolarWinds Dameware Remote Support (DRS) delivers good value for the price?
Yes
Are you happy with SolarWinds Dameware Remote Support (DRS)'s feature set?
No
Did SolarWinds Dameware Remote Support (DRS) live up to sales and marketing promises?
No
Did implementation of SolarWinds Dameware Remote Support (DRS) go as expected?
No
Would you buy SolarWinds Dameware Remote Support (DRS) again?
Yes
SolarWinds Dameware Remote Support (DRS) Feature Ratings
Using SolarWinds Dameware Remote Support (DRS)
2 - I am the Director of IT so I handle all of our IT planning and support. I have 1 helpdesk technician that also uses DRS. We are responsible for the entire organizations IT. I am in charge of the entire organizations IT/technical needs from Sales to delivery. Occasionally I do interact with clients.
90 - We support basic office workers, sales team, customer service team, Recruiters, sourcing/ research. The support is basic task worker support.
- Remote support
- Print shares
- Local drive mapping
- Prior to PowerShell we used the command line client.
- User requested support
- Access to remote worker desktops
Evaluating SolarWinds Dameware Remote Support (DRS) and Competitors
- Price
- Product Features
- Prior Experience with the Product
Price; We needed a tool that would allow us to access users desktops from a remote location.
I would include SAAS / cloud options.
SolarWinds Dameware Remote Support (DRS) Implementation
- Implemented in-house
Change management was minimal - Didn't realize it was a feature of DRS. I've never had anyone explain it. I've all ways only used MRC
- Instalation
- Licensing
SolarWinds Dameware Remote Support (DRS) Training
- no training
No, there are a lot of features that we do not use because we don't know what is available.
SolarWinds Dameware Remote Support (DRS) Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
No, I don't see the point of premium support with my use case.
Using SolarWinds Dameware Remote Support (DRS)
Pros | Cons |
---|---|
Easy to use | Unnecessarily complex Not well integrated Slow to learn Cumbersome Lots to learn |
- The Mini Remote control is easy
- Most functions other than MRC
Upgrading SolarWinds Dameware Remote Support (DRS)
Yes - No. The last upgrade was awful. When I finally got some one on the support team they didn't know how to fix the issue and I had to role back to the previous version.
- Didn't see any real difference.
- We only use MRC because we don't know what else it is cable of.
- Would be nice if it was more intuitive.
Comments
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