TrustRadius

DeskRoll Remote Desktop vs. Serviceware Processes

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DeskRoll Remote Desktop
Score 8.0 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
Serviceware Processes
Score 9.0 out of 10
N/A
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.N/A
Pricing
DeskRoll Remote DesktopServiceware Processes
Editions & Modules
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
No answers on this topic
Offerings
Pricing Offerings
DeskRoll Remote DesktopServiceware Processes
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup Fee$3.25 per seat/per monthNo setup fee
Additional DetailsWith each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.—
More Pricing Information
Community Pulse
DeskRoll Remote DesktopServiceware Processes
Top Pros
Top Cons
Features
DeskRoll Remote DesktopServiceware Processes
Remote Administration
Comparison of Remote Administration features of Product A and Product B
DeskRoll Remote Desktop
8.2
2 Ratings
1% below category average
Serviceware Processes
-
Ratings
Screen sharing8.02 Ratings00 Ratings
File transfer8.02 Ratings00 Ratings
Instant message7.01 Ratings00 Ratings
Over-the-Internet remote session10.02 Ratings00 Ratings
Initiate remote control from mobile8.01 Ratings00 Ratings
Multi-platform remote control8.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
Serviceware Processes
8.9
1 Ratings
8% above category average
Organize and prioritize service tickets00 Ratings10.01 Ratings
Expert directory00 Ratings9.01 Ratings
Service restoration00 Ratings6.01 Ratings
Self-service tools00 Ratings9.01 Ratings
Subscription-based notifications00 Ratings9.01 Ratings
ITSM collaboration and documentation00 Ratings10.01 Ratings
ITSM reports and dashboards00 Ratings9.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
Serviceware Processes
8.3
1 Ratings
1% above category average
Configuration mangement00 Ratings9.01 Ratings
Asset management dashboard00 Ratings9.01 Ratings
Policy and contract enforcement00 Ratings7.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
Serviceware Processes
10.0
1 Ratings
17% above category average
Change requests repository00 Ratings10.01 Ratings
Service-level management00 Ratings10.01 Ratings
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User Ratings
DeskRoll Remote DesktopServiceware Processes
Likelihood to Recommend
7.0
(2 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
DeskRoll Remote DesktopServiceware Processes
Likelihood to Recommend
Tomsk Inc.
During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
Verified User
Anonymous
Read full review
Serviceware
You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Verified User
Anonymous
Read full review
Pros
Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | TrustRadius Reviewer
Read full review
Serviceware
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
Verified User
Anonymous
Read full review
Cons
Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
Verified User
Anonymous
Read full review
Serviceware
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Verified User
Anonymous
Read full review
Support Rating
Tomsk Inc.
No answers on this topic
Serviceware
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
Verified User
Anonymous
Read full review
Alternatives Considered
Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | TrustRadius Reviewer
Read full review
Serviceware
Unfortunately I have no experience with other products.
Verified User
Anonymous
Read full review
Return on Investment
Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
Verified User
Anonymous
Read full review
Serviceware
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Verified User
Anonymous
Read full review
ScreenShots

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.