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Web Help Desk (WHD)

Feature Requests Web Help Desk Feature Request - Chat/Remote Computer Hookup

Open for Voting

over 4 years ago

Web Help Desk Feature Request - Chat/Remote Computer Hookup

As our help desk expands the ability to "Chat" with a client and/or to be able to remotely log on to their computer to fix a problem become more common. Right now we do this this the use of other tools (Bomgar and Skype). Our techs would like to see these features integrated into Web Help Desk. Either by allow the applications to be called directly from the ticket, or that the WHD would have these features baked into it. Given that Bomgar and Skype work so well, I would say the first is better approach. This would give our techs the ability to open a ticket, call the person, remotely sign into the other computer, fix the problem, record the results in the ticket and close the ticket-- All in one step without leaving WHD.

FormerMember

Parents

derik.pfeffer over 9 years ago
gregdc,
You might want to take a look at this thread.. It will give you that remote control and chat access via integration of these 2 SolarWinds platforms.
WHD 12.2 and Dameware 11.1 Beta Available!
Derik Pfeffer
Loop1 Systems: SolarWinds Training and Professional Services
- LinkedIN: Loop1 Systems
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lmmzr over 7 years ago in reply to derik.pfeffer

We need chat BEFORE the session is established. People are looking for quicker, easier ways to engage support resources and IM meets those needs. Can SolarWinds offer that in Web Help Desk?
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lmmzr over 7 years ago in reply to derik.pfeffer

We need chat BEFORE the session is established. People are looking for quicker, easier ways to engage support resources and IM meets those needs. Can SolarWinds offer that in Web Help Desk?
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derik.pfeffer over 7 years ago in reply to lmmzr
Immzr,
Yes, through an add on product, that give you that and much much more.Please check out this link for more details.
Help Desk Software - Remote Support Software | Web Help Desk
Derik Pfeffer
Loop1 Systems: SolarWinds Training and Professional Services
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- Twitter: @Loop1Systems
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lmmzr over 7 years ago in reply to derik.pfeffer

Thanks for the quick response! I watched the screencast (Launch DameWare Remote Session from Web Help Desk) but from what I see, the Dameware chat functionality doesn't allow clients to approach techs until after the remote session is established. Here's an example of what we are looking for:
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