Easy to use Remote support
Updated February 03, 2022

Easy to use Remote support

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SolarWinds Dameware Remote Support (DRS)

We use it as one of our Help Desk support tools. Since we are not 100% remote it allows us to support users no matter where they are located.
  • Remote tech support
  • The installation is more complicated than it needs to be.
  • Support for more operating systems
  • It is more cost effective than most other tools
  • It has enabled us to access our server in our collocated data center without the need for external support
TeamViewer is an easier tool to use but the drawback in comparison to DRS is that the user has to install the agent.

Do you think SolarWinds Dameware Remote Support (DRS) delivers good value for the price?

Yes

Are you happy with SolarWinds Dameware Remote Support (DRS)'s feature set?

No

Did SolarWinds Dameware Remote Support (DRS) live up to sales and marketing promises?

No

Did implementation of SolarWinds Dameware Remote Support (DRS) go as expected?

No

Would you buy SolarWinds Dameware Remote Support (DRS) again?

Yes

It's great if you need to access a user's desktop to update or troubleshoot issues that the user is experiencing.

SolarWinds Dameware Remote Support (DRS) Feature Ratings

Instant message
4
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
2
Remote management of servers & workstations
7
Remote Active Directory® management
4
Centralized management dashboard
Not Rated
Multi-platform remote control
2

Using SolarWinds Dameware Remote Support (DRS)

2 - I am the Director of IT so I handle all of our IT planning and support. I have 1 helpdesk technician that also uses DRS. We are responsible for the entire organizations IT. I am in charge of the entire organizations IT/technical needs from Sales to delivery. Occasionally I do interact with clients.
90 - We support basic office workers, sales team, customer service team, Recruiters, sourcing/ research. The support is basic task worker support.
  • Remote support
  • Print shares
  • Local drive mapping
  • Prior to PowerShell we used the command line client.
  • User requested support
  • Access to remote worker desktops
We like DRS for remote support and have been using it for several years. It has made it easy to support our on network users when "hands on" support is required. We currently don't use DRS to its fullest simply because there are other tools that are easier to use, for instance we use AD Manager Plus to handle our AD tasks. I've not found DRS to be all that intuitive to use for anything other than remote support with the Mini Remote Control.

Evaluating SolarWinds Dameware Remote Support (DRS) and Competitors

  • Price
  • Product Features
  • Prior Experience with the Product
Price; We needed a tool that would allow us to access users desktops from a remote location.
I would include SAAS / cloud options.

SolarWinds Dameware Remote Support (DRS) Implementation

The licensing needs to be less complicated and when updates are available they need to be simple to install.
Change management was minimal - Didn't realize it was a feature of DRS. I've never had anyone explain it. I've all ways only used MRC
  • Instalation
  • Licensing

SolarWinds Dameware Remote Support (DRS) Training

No, there are a lot of features that we do not use because we don't know what is available.

SolarWinds Dameware Remote Support (DRS) Support

I have found the support to be difficult. The support team doesn't seem to be very responsive and assumes knowledge on the product and how it works. My biggest issue I've experienced with licensing and installation. Both are more difficult than need be and the support team doesn't seem to fully understand or are not to concerned with my issues with these two areas. Could it be that we are a small, 100 employee, organization and DRS is geared to large enterprises...
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, I don't see the point of premium support with my use case.

Using SolarWinds Dameware Remote Support (DRS)

Once the product is installed and licensed properly it just works
ProsCons
Easy to use
Unnecessarily complex
Not well integrated
Slow to learn
Cumbersome
Lots to learn
  • The Mini Remote control is easy
  • Most functions other than MRC

Upgrading SolarWinds Dameware Remote Support (DRS)

Yes - No. The last upgrade was awful. When I finally got some one on the support team they didn't know how to fix the issue and I had to role back to the previous version.
  • Didn't see any real difference.
  • We only use MRC because we don't know what else it is cable of.
  • Would be nice if it was more intuitive.