TrustRadius
DameWare Remote Control - support team's dream software
https://www.trustradius.com/remote-desktopDameware Remote SupportUnspecified8.590101
Michael Chambers profile photo
July 21, 2015

DameWare Remote Control - support team's dream software

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version
11.2.0.91
Modules Used
DMRC

Overall Satisfaction with DameWare Remote Support

Our IT team uses DameWare to connect to all of our employee computers for remote support (i.e. troubleshooting, software installation). We also use DameWare to connect to our Windows servers.
  • 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.
  • Connecting to last session is not always the last session.
  • Saving your position in the Personal Host List would be helpful. I have a folder structure 3 levels deep and when I'm going through a list of computers it is frustrating to have to browse down through the same levels each time.
  • When connecting to a host, an entry is saved in Saved Host List (even duplicates). I would be nice to have an option to save or not save like a quick connect option.
  • DameWare Mobile has separate password than desktop and cannot be linked to Active Directory password like desktop.
  • We are a global company with centralized support. DameWare Remote Control has been crucial to good customer service from our IT team to our employees.
We used VNC before DameWare and have not looked at any other product since we started using DameWare. The employee that chose DameWare is no longer with the company so I cannot comment on any other products they might have compared.
The only time I would consider a different option than DameWare would be if the computers did not have a centralized authentication such as Active Directory.

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
10
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
7
Multi-platform remote control
Not Rated

Using DameWare Remote Support

Users and Roles

8 - Only our IT team has access to DameWare.

Support Headcount Required

2 - Myself and one of our Network Admins support our teams efforts with DameWare.

Business Processes Supported

  • Remote connection to servers.
  • Remote connections to users.

Innovative Uses

  • When on a computer without DameWare, I was able to RDP to a server running DameWare and connect to my users computer.

Likelihood to Renew

10
Keeping current on DameWare releases.

Evaluating DameWare Remote Support and Competitors

Products Replaced

Yes - VNC

Key Differentiators

  • Product Features
With VNC, you had to install the server on the employee computer in advance of connecting and the connection was not secure. DameWare installs on the fly and has secure authentication to our domain.

DameWare Remote Support Implementation

Implementation

10
Our team starting using DameWare at the same time and started rolling out the client to employee computers on demand as we connected to them.

Implementation Details / Implementation Partner

  • Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal - Our primary concern was remote support of our employees.

Implementation Issues

  • Connecting to Windows 98 computers. You had to manually install the client.

DameWare Remote Support Support

Support

10
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.

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

Yes - The development team and technicians were in constant contact with me and rapidly developed an update to solve my bug.

Exceptional Examples of Dameware Remote Support Support

When I had my Samsung specific crash issue, the development team and technicians were able to collect the appropriate log data from me to issue a beta fix for me to test is a very short time.

Using DameWare Remote Support

Usability

10
I am able to support my users from my laptop or my phone. I am now untethered from my laptop after hours.

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 installation of client
  • Connecting to computers on our domain
  • File transfers to/from employee computer

Difficult Tasks

  • Managing the Saved Host List of duplicate entries.

Mobile Interface Availability and Impressions