What users are saying about
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91 Ratings
104 Ratings
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Score 8.5 out of 100

SysAid

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91 Ratings
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Score 6.3 out of 100

Likelihood to Recommend

SolarWinds Dameware Remote Support (DRS)

One key item to consider is the user base. Are they typically all on the network where you can access them directly or is the majority of the workforce you are supporting with the tool remote? If they are always remote, I would probably seek another solution. There are solutions that have the client check in component allowing you to connect as needed without the user having to use a provided link. This may be for support or for updates, etc., that the admin needs to do.
Anonymous | TrustRadius Reviewer

SysAid

When you are in a large company and you have several people who manage the IT department, Sysaid allows you to automatically sort the various tickets and assign them automatically to groups of administrators in charge based on the categories. So it is important both that the categories are not too many and confusing for the user eho has to choose them when creating the ticket, and that there is a correct association between categories and IT administrators.
Clearly, small companies may not need a large subdivision by categories, but SysAid is still very convenient for managing tickets even if there is only one IT administrator.
Giovanni Mattei | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

SolarWinds Dameware Remote Support (DRS)
9.1
SysAid
Screen sharing
SolarWinds Dameware Remote Support (DRS)
10.0
SysAid
File transfer
SolarWinds Dameware Remote Support (DRS)
10.0
SysAid
Instant message
SolarWinds Dameware Remote Support (DRS)
8.8
SysAid
Secure remote access with Smart Card authentication
SolarWinds Dameware Remote Support (DRS)
9.0
SysAid
Access to sleeping/powered-off computers
SolarWinds Dameware Remote Support (DRS)
9.1
SysAid
Over-the-Internet remote session
SolarWinds Dameware Remote Support (DRS)
9.1
SysAid
Initiate remote control from mobile
SolarWinds Dameware Remote Support (DRS)
9.0
SysAid
Remote management of servers & workstations
SolarWinds Dameware Remote Support (DRS)
10.0
SysAid
Remote Active Directory® management
SolarWinds Dameware Remote Support (DRS)
9.4
SysAid
Centralized management dashboard
SolarWinds Dameware Remote Support (DRS)
8.4
SysAid
Session record
SolarWinds Dameware Remote Support (DRS)
8.5
SysAid
Annotations
SolarWinds Dameware Remote Support (DRS)
7.7
SysAid
Monitoring and Alerts
SolarWinds Dameware Remote Support (DRS)
8.7
SysAid
Multi-platform remote control
SolarWinds Dameware Remote Support (DRS)
9.6
SysAid

Incident and problem management

SolarWinds Dameware Remote Support (DRS)
SysAid
7.3
Organize and prioritize service tickets
SolarWinds Dameware Remote Support (DRS)
SysAid
7.7
Expert directory
SolarWinds Dameware Remote Support (DRS)
SysAid
6.7
Service restoration
SolarWinds Dameware Remote Support (DRS)
SysAid
6.9
Self-service tools
SolarWinds Dameware Remote Support (DRS)
SysAid
7.6
Subscription-based notifications
SolarWinds Dameware Remote Support (DRS)
SysAid
8.0
ITSM collaboration and documentation
SolarWinds Dameware Remote Support (DRS)
SysAid
7.3
ITSM reports and dashboards
SolarWinds Dameware Remote Support (DRS)
SysAid
6.9

ITSM asset management

SolarWinds Dameware Remote Support (DRS)
SysAid
7.2
Configuration mangement
SolarWinds Dameware Remote Support (DRS)
SysAid
6.5
Asset management dashboard
SolarWinds Dameware Remote Support (DRS)
SysAid
6.3
Policy and contract enforcement
SolarWinds Dameware Remote Support (DRS)
SysAid
8.6

Change management

SolarWinds Dameware Remote Support (DRS)
SysAid
8.1
Change requests repository
SolarWinds Dameware Remote Support (DRS)
SysAid
7.9
Change calendar
SolarWinds Dameware Remote Support (DRS)
SysAid
8.7
Service-level management
SolarWinds Dameware Remote Support (DRS)
SysAid
7.7

Pros

SolarWinds Dameware Remote Support (DRS)

  • DameWare has been a very reliable solution for remote support for out team.
  • With multiple authentication options, we are able to connect to computers that have been dropped from the domain.
  • The secure file transfer in DameWare provides and quick and easy way to pass files to/from employee computers saving us time during support.
Michael Chambers | TrustRadius Reviewer

SysAid

  • Easy to create any service request
  • We can assign multiple tickets for same group at the same time
  • Easy to close the tickets as well as service request
  • Easy to use
  • No training required to use it; just two to three KTs are enough
Anonymous | TrustRadius Reviewer

Cons

SolarWinds Dameware Remote Support (DRS)

  • Perhaps popup messages that guide a user to where they need to go when sharing a session with another remote user to allow them full access as well.
  • When the toolbar gets minimized it can be difficult to get it restored.
Brett Davis | TrustRadius Reviewer

SysAid

  • Routing rules view can't be customized (that I know of) and it lacks filters.
  • Incidents have a sub-type, requests don't - I would prefer sub-type on both.
  • User groups - some problems with synchronization (for years we had no problems, and in the last couple a few times).
Anonymous | TrustRadius Reviewer

Likelihood to Renew

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.5
Based on 11 answers
This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.
Brett Davis | TrustRadius Reviewer

SysAid

SysAid 8.7
Based on 3 answers
It is a product that has come to meet the expectations we had and exceeds them. It is very versatile, it has been a great help to us. We are very happy, we have been able to measure the attention, response times and satisfaction of the end-users.
MIGUEL BERRIOS | TrustRadius Reviewer

Usability

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.9
Based on 9 answers
Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.
Jeanne Moffat | TrustRadius Reviewer

SysAid

SysAid 8.3
Based on 20 answers
It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
Cesar Omar Ramirez Garcia | TrustRadius Reviewer

Reliability and Availability

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 2 answers
Yes, always available.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 9.0
Based on 1 answer
It is always available and whenever need any maintenance, we receive an outage mail prior the outage
Anonymous | TrustRadius Reviewer

Performance

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 8.5
Based on 4 answers
The application always seems responsive to me
John Knierim | TrustRadius Reviewer

SysAid

SysAid 10.0
Based on 1 answer
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Anonymous | TrustRadius Reviewer

Support Rating

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 8.9
Based on 16 answers
I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.
Michael Chambers | TrustRadius Reviewer

SysAid

SysAid 8.2
Based on 34 answers
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Anonymous | TrustRadius Reviewer

In-Person Training

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 1 answer
It was excellent
John Knierim | TrustRadius Reviewer

SysAid

No score
No answers yet
No answers on this topic

Online Training

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 1 answer
The videos were more than sufficient to learn the product
John Knierim | TrustRadius Reviewer

SysAid

No score
No answers yet
No answers on this topic

Implementation Rating

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 21 answers
It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.
Jeanne Moffat | TrustRadius Reviewer

SysAid

SysAid 8.0
Based on 1 answer
I am just a user so can't comment of implementation part.
Anonymous | TrustRadius Reviewer

Alternatives Considered

SolarWinds Dameware Remote Support (DRS)

We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.
Anonymous | TrustRadius Reviewer

SysAid

ManageEngine was a pain to keep updated with new updates and releases at very short intervals. The way the software was managed and scripted was all from .bat files and was not extremely reliable and often caused our server to crash after an update and it would need to be restores from a VM snapshot and the update attempted again. It almost never went smooth, especially if you had to do multiple updates due to the quick release of different changes.
Mike Chilcoat | TrustRadius Reviewer

Scalability

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 8.0
Based on 2 answers
You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 9.0
Based on 1 answer
This is very reliable and essential ticketing tool
Anonymous | TrustRadius Reviewer

Return on Investment

SolarWinds Dameware Remote Support (DRS)

  • DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
  • Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
  • First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.
Marc Cummings | TrustRadius Reviewer

SysAid

  • We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
  • SysAid is one of the more affordable options when compared to other products in this space.
  • SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
Kevin McCusker | TrustRadius Reviewer

Screenshots

Pricing Details

SolarWinds Dameware Remote Support (DRS)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Dameware Remote Support (DRS) Editions & Modules

Edition
Dameware Remote Support$3881
Dameware Mini Remote Control$2762
  1. per technician, unlimited end-users
  2. per technician, unlimited end users
Additional Pricing Details
DameWare Remote Support and Mini Remote Control are licensed based on the number of technician users that use the software for remote administration. There are no limits or restrictions for the number of end-users supported or the number of remote endpoints/computers supported. As you buy higher counts of licenses, the per-seat pricing goes down giving you a reduced total price.

SysAid

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

SysAid Editions & Modules

Edition
SysAid$1,2111
  1. For First 500 Assets Per Year
Additional Pricing Details
SysAid service desk is packaged with all-inclusive features for one low price. Offered in cloud or on-premise.

Rating Summary

Likelihood to Recommend

SolarWinds Dameware Remote Support (DRS)
9.7
SysAid
6.8

Likelihood to Renew

SolarWinds Dameware Remote Support (DRS)
9.5
SysAid
8.7

Usability

SolarWinds Dameware Remote Support (DRS)
9.9
SysAid
8.3

Reliability and Availability

SolarWinds Dameware Remote Support (DRS)
9.0
SysAid
9.0

Performance

SolarWinds Dameware Remote Support (DRS)
8.5
SysAid
10.0

Support Rating

SolarWinds Dameware Remote Support (DRS)
8.9
SysAid
8.2

In-Person Training

SolarWinds Dameware Remote Support (DRS)
9.0
SysAid

Online Training

SolarWinds Dameware Remote Support (DRS)
9.0
SysAid

Implementation Rating

SolarWinds Dameware Remote Support (DRS)
9.0
SysAid
8.0

Scalability

SolarWinds Dameware Remote Support (DRS)
8.0
SysAid
9.0

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