TrustRadius
I love it!
https://www.trustradius.com/remote-desktopDameware Remote SupportUnspecified8.590101
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July 17, 2015

I love it!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version
11.1.0.170
Modules Used
Remote Control and Services View

Overall Satisfaction with DameWare Remote Support

As the only IT person supporting 48 locations around the city, I use it to look at POS terminals, menu board players, and access remote PCs. It is a first line troubleshooting [tool] and usually a final resolution. I can remotely start services without affecting the operation on the end terminal.
  • On my POS terminals, there is an issue where a service does not start a lot of the time. I can restart that service without having to go to the location or even remote into the terminal and stop what the users are doing to start it.
  • I will get calls about a menu board not being right, I can remote in and look, then fix if needed, without having to go to the location, plug in a keyboard/mouse while standing in everyone's way.
  • Being able to look at the event log without stopping operations is invaluable. I can tell when the terminals were restarted when they shouldn't be and then I know the reason for any issue that have happened.
  • I have had issues with the remote shutdown.
  • Better customer service and mileage for me. I can fix a lot of issues without having to go to the location.
DameWare Remote Support is small and simple. Microsoft System Center Configuration Manager does a lot more but is a lot bulkier.
Remote support is what it is made for, no doubt about it. In a multi location company with only one of me, it is invaluable.

Dameware Remote Support Feature Ratings

Screen sharing
10
File transfer
10
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
Not Rated
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
Not Rated
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

Using DameWare Remote Support

Users and Roles

1 - IT

Support Headcount Required

1 - None. It works without issue.

Business Processes Supported

  • Remote Support
  • Remote Services View
  • Transfer files.
  • Remote event viewer.

Innovative Uses

  • Did not expect to be using the remote services start, so glad it has it.
  • Did not expect to be using the event view as much as we are.

Future Planned Uses

  • None

Likelihood to Renew

10
I use it everyday, can't work without it.

Evaluating DameWare Remote Support and Competitors

Products Replaced

Key Differentiators

  • Price
  • Product Features
  • Product Usability
  • Prior Experience with the Product
I had used it at two previous locations and already know that I had to have it here. Good price and exceptional ease of use.

Evaluation Lessons Learned

I wouldn't. I had used it before and knew what I wanted. There was no evaluation or selection process, it had already been done by years of use.

DameWare Remote Support Implementation

Implementation

10
Installed without issues for the main product.

Implementation Details / Implementation Partner

  • Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

  • None.

DameWare Remote Support Support

Support

10
Never had an issue getting support for Dameware Remote Support.

Dameware Remote Support Customer Support Pros and Cons

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Bug Resolution

Exceptional Examples of Dameware Remote Support Support

I don't think I have had a time that I needed to call support. The software just works.

Using DameWare Remote Support

Usability

10
I can't live without it.

Usability Pros and Cons

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None

Easy Tasks

  • Remote support, click, click, in.
  • Services, click, load, start.

Difficult Tasks

  • None.
  • Super easy to use.

Mobile Interface Availability and Impressions

Yes - It doesn't work on my Galaxy S6 very well.