About the integration between Dameware Mini Remote Control and Web Help Desk

The integration between Dameware Mini Remote Control and SolarWinds Web Help Desk (WHD) enables you to launch a Mini Remote Control session from within a WHD asset. The Mini Remote Control session immediately connects you to an asset or remote computer. If the asset is not on your local network, or if the asset is not part of your Saved Host list, the Remote Connect dialog box opens. You can create an Internet Session or add the asset to your Saved Host list.

The integration between Dameware Mini Remote Control and WHD enables you to save information gathered from a remote support session in Mini Remote Control to a Web Help Desk ticket. After you complete your troubleshooting steps in Mini Remote Control and close the session, you are prompted to save session details, chat transcripts, and screen shots to a WHD ticket.

Session details include:

  • Technician IP address
  • Client IP address
  • Session start time
  • Session end time
  • Session duration
  • Session termination reason
  • Technician notes

WHD saves session details to the ticket as a note, and attaches chat transcripts and screen shots to the ticket.

You cannot create a chat-only session in Web Help Desk Integration mode.