I know this will likely be met with a ton of resistance, but here me out.
Overview:
As IT teams increasingly rely on integrated tools to handle incident management and remote support, I propose a native integration between SolarWinds Service Desk (SWSD) and Splashtop. This would allow service agents to initiate secure, on-demand remote sessions directly from SWSD incident tickets, similar to the existing integrations with Dameware Remote Everywhere (DRE) and LogMeIn Rescue. Splashtop's emphasis on simplicity, speed, and affordability makes it an ideal partner for SWSD, especially for organizations seeking an easier alternative to more complex setups like Jira Service Management (JSM) or Dameware. By bridging these platforms, SolarWinds could empower users to resolve issues faster, reduce tool-switching friction, and enhance overall service delivery without the overhead of custom API workarounds.
The Problem We're Solving:
In today's hybrid work environments, remote support is a cornerstone of effective ITSM. SWSD already excels as a purpose-built ITSM platform with native IT Asset Management (ITAM), automation rules, and a clutter-free interface that's intuitive for non-technical teams. However, its current remote support integrations are limited to DRE and LogMeIn, which, while functional, can feel cumbersome or costly compared to lighter alternatives.
Many organizations, including mine, prefer Splashtop for its effortless setup and user-friendly experience. It's often cited as easier to deploy and administer than Dameware, with faster connection speeds and lower costs (up to 50-80% savings versus competitors like TeamViewer or LogMeIn). Without a direct integration, we're forced to juggle separate tools, leading to fragmented workflows, manual session logging, and lost productivity. This is especially pronounced when comparing to Jira ecosystems, where JSM's dev-tool origins can introduce unnecessary complexity for general IT support.
Splashtop already integrates seamlessly with other ITSM platforms like Jira, ServiceNow, Freshdesk, and Zendesk, enabling one-click remote sessions from tickets. Extending this to SWSD via SolarWinds' open REST API or Zapier ecosystem would be a natural evolution, aligning with community calls for more flexible integrations (as seen in THWACK discussions on API-based third-party connections).
Key Benefits of a SWSD-Splashtop Integration:
Unmatched Ease of Use: Splashtop's intuitive interface outshines Dameware's more technical setup, making it accessible for agents of all skill levels. Users report it's "easier to use, set up, and administer" than Dameware, with seamless multi-platform support (Windows, macOS, Linux, iOS, Android) and features like unattended access, file transfer, and session recording—all without the learning curve of Jira's adapted tools. Integrating this into SWSD would create a "click-to-connect" experience from any incident, slashing resolution times and boosting agent satisfaction.
Cost Efficiency and Scalability: Unlike Dameware (which ties into SolarWinds' ecosystem but can add licensing complexity) or Jira (where premium ITAM and advanced features are gated behind higher tiers), Splashtop offers flexible pricing that's often 50% cheaper than alternatives. For growing teams in Atlanta-based orgs like ours, this means scaling remote support without budget strain, while SWSD's all-inclusive ITAM keeps asset tracking simple and integrated.
Enhanced Security and Compliance: Both platforms prioritize security—SWSD with SOC 2 compliance and Splashtop with TLS/SSL encryption, two-factor authentication, and audit-ready session logs. A native link would automate logging remote sessions back to SWSD tickets, improving traceability over manual processes or Jira's more dev-focused workflows, which can feel bloated for pure ITSM.
Superior Workflow Compared to Alternatives:
Vs. Dameware Remote Everywhere: While DRE is a solid SolarWinds product with fast connections and chat logging, Splashtop edges it out in user reviews for overall ease, performance, and value—reviewers prefer doing business with Splashtop and find it more admin-friendly. Swapping DRE for Splashtop in SWSD would modernize remote support without losing ecosystem ties.
Vs. Jira Service Management: JSM is powerful for dev-integrated environments but often criticized for its complexity and "Jira-fication" of simple tasks. SWSD + Splashtop offers a cleaner, ITSM-focused alternative: no need for heavy customizations, with built-in ITAM and easier remote access than JSM's add-ons.
Community and Market Demand: THWACK is full of ideas for expanding integrations, like adding process actions to automation rules or supporting IoT/OT protocols. Splashtop's proven track record with Spiceworks, TiFlux, and other help desks shows it's ready for SWSD. Let's bring this to SolarWinds users who want simplicity without compromise.
Leverage SWSD's REST API for ticket-triggered sessions, mirroring Splashtop's existing ITSM hooks. Start with core features: One-click launch from incidents, auto-log session details (duration, notes) back to SWSD. Include Splashtop's mobile support for on-the-go agents.
This integration could position SWSD as the go-to for effortless ITSM + remote support, outpacing Jira's complexity and Dameware's rigidity.
What do you think?
