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Dameware Remote Support vs SolarWinds Web Help Desk comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Microsoft Intune
Sponsored
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
336
Ranking in other categories
Configuration Management (2nd), Remote Access (2nd), Enterprise Mobility Management (EMM) (1st), Unified Endpoint Management (UEM) (1st), Microsoft Security Suite (1st)
Dameware Remote Support
Average Rating
8.6
Number of Reviews
3
Ranking in other categories
Remote Access (28th), Active Directory Management (20th)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
Help Desk Software (19th)
 

Mindshare comparison

Remote Access Mindshare Distribution
ProductMindshare (%)
Dameware Remote Support1.4%
Microsoft Intune9.2%
TeamViewer9.0%
Other80.4%
Remote Access
Help Desk Software Mindshare Distribution
ProductMindshare (%)
SolarWinds Web Help Desk1.1%
ServiceNow12.6%
JIRA Service Management6.3%
Other80.0%
Help Desk Software
 

Featured Reviews

AkashKamble - PeerSpot reviewer
Sr MacOS specialist engineer at Cyber24
Enables management of multiple operating systems with a single license
The best feature is that it's a Microsoft product, so if anything goes wrong, we get quick support for anything required. Remote system functionality allows us to sit anywhere and take control of any device via remote management. We can enhance security for clients' laptops with built-in Microsoft Defender, which is available with the Microsoft Intune license. We use it for reporting purposes through endpoint analytics. When pushing scripting, there are two types available: remediation script and reservation script. Through endpoint analytics, you can push defender policies to clients. It helps with reporting, inventory updates, and monitoring tenant status health.
it_user323577 - PeerSpot reviewer
Tier1 - IT Support Technician at a comms service provider with 501-1,000 employees
We're able to see issues from the users' perspectives, but there are issues when connecting over VPN.
The ability to see issue from users perspective and installation of software. Worked well for awhile but issues with it connecting over VPN was a major drawback. We've been using it since 2009. We also utilize GoToAssist which has more features and runs smoother. It also allows us to send…
GANESAN K - PeerSpot reviewer
Senior Technical Engineer at Safezone Secure Solutions Private Limited
Has supported daily operational workflows and improved approval management across departments
We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Microsoft's cloud comes with a lot of extra features that are free of charge."
"The best feature in Microsoft Intune is zero touch deployment, which allows me to automate many tasks compared to manually installing Windows and applications one by one, making it easier to enroll devices with Autopilot and pre-deploy applications."
"The Mobile Device Management in Intune is a valuable feature."
"As an IT administrator, I appreciate Intune's ability to implement granular device-level policies for our organization's employees."
"I have seen a return on investment right from the start of the tool's usage."
"It meets the basic security needs and management needs for most organizations."
"The most valuable feature for us is the security, including risk analysis and patch management."
"Autopilot is a feature I really like."
"It was very easy to install."
"Using DameWare has made the troubleshooting process faster."
"The ability to control admin rights through AD groups allows the techs to have all of the rights that they would normally without adjustments on the backend of the product."
"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."
"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."
"It is easy to use."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."
 

Cons

"They need to add more group policies. Intune currently does not have many group policies that you can deploy. Its reporting, which is very limited at the moment, also needs improvement. It will be great if they can add report customization. Its stability needs to be improved. Sometimes, when you register a device in Intune, it doesn't show up instantly on the engine portal on the admin side. They need to provide better support for complicated issues. They also have a long turnaround time."
"Sometimes the syncing is inconsistent. I'm confident that the devices are checking in every eight hours, but sometimes the devices aren't picking up the settings as quickly as I would expect."
"Microsoft Intune lacks live location tracking capabilities. Improvements should be made in terms of MDM platforms for other devices."
"We faced issues with macOS support. The product should have better inventory and asset management."
"There are items that require improvements. One is the controls from iOS."
"Could benefit from user having more control over devices."
"The major problem with this product is that there can be delays in the deployment of new policies."
"No option to do end-to-en macOS management. Slow implementation of policies."
"SolarWinds has a great KB but many of the articles are lacking updated information and the keyword search is lacking if you don't have previous experience with the product and encounter issues."
"Worked well for awhile but issues with it connecting over VPN was a major drawback."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"The working part, the deployment part, and the configuration part was a little bit complex."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"The technical team is not competent, or available, and they do not know the product."
"A little outdated compared to newer products that include protection and detection."
"Dashboards need some amount of work to be done. Ease of customization is desired."
"However, it's a little outdated compared to newer products that include protection and detection."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
 

Pricing and Cost Advice

"There is a license needed for this solution and it is either included in one of the enterprise license agreements. Microsoft licensing is a mathematical institute, it could be quite complex. We tend to ask specialized organizations to research what the most profitable way it would be for us to use licenses in the organizations."
"Intune comes with the licensing that is common for large organizations. However, Microsoft has recently released many add-ons that are very expensive, especially for large organizations or corporations."
"Microsoft Intune is not cost-effective as a standalone product."
"The pricing is competitive, but it is not cheap."
"We spend a lot of money on Intune licensing, and some of our users have to be double licensed just because of how our dev and corporate environments are segmented."
"The price is very reasonable."
"Microsoft Intune is reasonably priced for large organizations that already have Microsoft Enterprise licenses, but it is less affordable for smaller businesses."
"Intune is included in the Microsoft 365 licensing package that we have."
Information not available
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
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Top Industries

By visitors reading reviews
Manufacturing Company
9%
Computer Software Company
9%
Financial Services Firm
9%
Government
8%
Computer Software Company
11%
Manufacturing Company
11%
Comms Service Provider
9%
Government
7%
Retailer
11%
Construction Company
11%
University
10%
Performing Arts
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business126
Midsize Enterprise54
Large Enterprise167
No data available
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
 

Questions from the Community

How does Microsoft Intune compare with VMware Workspace One?
Microsoft Intune is a great tool for managing a mobile device fleet while keeping access control. The solution makes ...
What are the pros and cons of Microsoft Intune?
Microsoft Intune is a great configuration management tool and has a lot of good things going for it. Here are some of...
How does Google Cloud Identity compare with Microsoft Intune?
Microsoft Intune offers not only an easy-to-deploy data protection and productivity management solution, but also ...
Ask a question
Earn 20 points
What needs improvement with SolarWinds Web Help Desk?
Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of us...
What is your primary use case for SolarWinds Web Help Desk?
For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are ...
What advice do you have for others considering SolarWinds Web Help Desk?
We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...
 

Also Known As

Intune, MS Intune, Microsoft Endpoint Manager
DameWare, SolarWinds DameWare, SolarWinds Dameware Remote Support
No data available
 

Overview

 

Sample Customers

Mitchells and Buzzers, Callaway
Illinois School District
Instacart
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