Documentation forWeb Help Desk
Thinking of upgrading to the cloud? Learn more about migrating from Web Help Desk to Service Desk.

Integrate Web Help Desk with Dameware MRC

Dameware Mini Remote Control (MRC) is a remote administration and troubleshooting solution that enhances your Web Help Desk deployment. With built-in integration between both applications, you can:

  • Connect to remote computers directly from help desk trouble tickets and asset inventory
  • Troubleshoot and resolve remote systems directly from your system
  • Save a history of troubleshooting steps to the client ticket
  • Establish and save chat sessions with remote users to client tickets

Dameware MRC can access and troubleshoot computers running a variety of supported operating systems, including:

  • Microsoft Windows
  • Microsoft Windows Server
  • macOS with VNC enabled

To Integrate Dameware MRC with Web Help Desk, first install Dameware MRC on all tech systems running Web Help Desk.

When you install Dameware MRC in your help desk deployment, ensure that the application is installed on the same systems that techs use to access Web Help Desk. Web Help Desk provides seamless integration and direct integration with Dameware MRC with no requirement for third-party software.

See the Dameware documentation for more information.

After Dameware is installed, see the following topics.

When completed, your techs can initiate MRC sessions from within a Web Help Desk Asset Details page. If the asset is not connected to the local network included on a Saved Host list, the Remote Connect dialog appears. From here, the tech can create an internet session or add the asset to their Saved Host list.

To maintain customer security, Web Help Desk does not allow you to access remotely any server in your Web Help Desk system without the appropriate permissions on the Dameware Central Server.