Overall Satisfaction with DameWare Remote Support
Our IT Department has DameWare installed on all of our client PCs organizationally. Within IT, we can remotely connect to any device within our network, and routinely utilize the product to connect to clients to troubleshoot issues.
- DameWare allows us to remotely connect to ANY device on our network
- DameWare takes the guesswork out of troubleshooting issues - end-users routinely describe errors and system glitches incorrectly, so being able to remote into their device to see what they are actually experiencing is invaluable.
- To connect to PCs, users must have administrative rights on the client PC. I totally understand the reasoning behind this, but our setup includes scenarios where we need to connect to clients on a separate domain. We can ultimately connect, but we do not have the ability to take control of the client's keyboard/mouse, even after a client has accepted our connection. This makes the troubleshooting process less effective.
- Being able to remotely connect to clients saves a LOT of time when compared to the alternative - sending out technicians remotely to diagnose issues, or having end-users attempt to report bugs themselves.
- Remote Desktop Protocol
DameWare is different than the built-in RDP protocols that Windows features, in that Windows RDP does not allow for connecting to the current user's session. DameWare does, so we can see and interact with exactly the same thing the user is experiencing, in real time.
If the users who will be using this product are domain admins, or have admin access to all client PCs, this product is fantastic and invaluable. It becomes less valuable if users don't have this access across the domain.