[upbeat music]
>>Hello everybody.
I just wanted to thank you all
for joining this really interesting event,
and I will be glad to talk about a couple of useful ideas.
I work as a PM
at SolarWinds,
and I'm responsible for tools portfolio.
I'm here together with my colleague
who will also give you some ideas
and we'll present you some demo.
So I would like to thank you Hunter for joining us as well.
Hello Hunter?
>>Absolutely.
Thanks for the intro there, Ivo.
My name is Hunter Dersch,
I'm one of the engineers over here
for our tools portfolio products.
So I'll be covering some of our help desk,
some of our remote support and other tools products today.
>>Okay, thank you very much.
So, we'll be talking about problems
you can solve with SolarWinds tools.
Definitely, we will not cover all the tolls,
all the problems you need to resolve,
but I believe I will be able to present you
some interesting ideas,
how to resolve some typical intellectual problems
using essential products from SolarWinds portfolio.
I just want to start that we all live in dynamic world
and interesting but definitely challenging times.
And during these challenging times IT teams,
we are on a mixed slide.
So as I said, really thin dynamic time and to,
IT departments are really key part of the company.
So I wanted to say that during these challenging times,
especially those teams
in small and medium business companies are forced to do
more with less.
So I would like to talk about this idea,
so how it is possible to do more with less.
It means that these people are responsible for key tasks
like helping, helping safeguard critical data.
I believe you would agree,
this is one of the most important task
these people are responsible for,
but it's also challenging tasks.
So, they're also helping employees to work from distance,
so providing remote support also monitoring it performance,
and these tasks can become increasingly difficult
when done from a distance.
This is easy, this is very easy,
[indistinct] tools come in
by allowing you to solve these issues in the office
or a distance without having to break the bank
or spend a lot of time learning how these,
how to use new software.
Also, security concerns and data breaches
are one of the biggest problems facing SMBs,
especially when working from home,
sending files through email or other tools
without an extra layer of security
puts your data at risk.
So, and to many studies,
it means data breach studies
revealed more than 50% of all data breaches targeted SMBs.
Using products
like
MFT , SolarWinds MFT Serv-U view server
for your file transfer needs,
is the easiest way to keep your data in transit secure,
which is what Serv-U is designed it for.
So this is the product we talk about,
a safe file transfer software
that allow to send to request and manage large files.
And other issue,
a lot of businesses are facing is our new normal.
A lot of companies weren't prepared to switch to
work from home environment
and can struggle to support their work workforce remotely.
Documenting incidents, being able to help end users
is something[indistinct].
help desk, one of our next products in tools portfolio
and dameware remote software can also help with...
These two tools are great on their own,
but also integrate to
provide you with ultimate help essentials.
We also have SAS product,
which is called dameware remote everywhere
our cloud solution for remote support.
At this point, maybe we can see some demos.
So I will ask Hunter
to demonstrate us how to have our products,
namely help desk, web help desk and dameware support
can be used to raise incident it can't
and to efficiently manage and establish a remote session
to troubleshoot the problem.
Of course, it's not possible to show all,
but we will just try to give you some ideas,
some view what is possible to do with this our tools.
Hunter, can I ask you for these demo presentation please?
>>So right now I've just opened up
our web help desk ticketing system.
With this platform,
tickets can be submitted either via email
or through a web portal.
I just opened up the customizable web portal here,
from this portal, this is where a user can submit requests,
check the status of their court requests,
access the FAQ knowledge base.
So this all comes together to vastly improve
the time to ticket resolution for these users.
I just logged into this portal as a client,
so maybe I'm having trouble with something like a headset,
very typical problem over work from home.
If I select hardware there, I'm qualifying my request type.
And then I'll go ahead and select headset.
From here what we actually see is an FAQ pops up
for setting up a headset here.
So this really vastly improves the time ticket resolution.
We have things like
you can kind of help the users help themselves, so to speak.
This looks to be setting up a new headset.
Maybe I'm having trouble with an existing headset.
So I go in here and say, "No sound," maybe for my headset,
"Help I can't hear."
And once I do that, it's almost that email style submission,
but we then get the additional features
of these custom fields.
So then I can choose categorize exactly
which headset type I'm working with,
maybe that's a Bluetooth here.
My client account is also linked to my work laptop.
So what I can do is actually attached an asset
to any specific ticket type
that we give the attachment field too.
[clears throat]
>>Now, am gonna click save and actually submit that ticket.
We can see that it's been submitted here.
I can check through the status of mine on this portal,
but I should also get an email updating me anytime
a technician decides to share an update.
Now I'm gonna switch gears and throw on my technician hat,
actually jump over to the technician count side,
so we can actually see what that submission
should look like.
Now for me, this hardware request that I just got in here
that's popped up, "Help I can't here".
I can add a quick note,
"Are you available
now?"
Then I can actually make that visible to my client,
give a quick update and save that.
That would be sent to the user as an email,
as well as it would show up in their portal.
If this user is available right now,
because of the integration with dameware remote support,
I can open up that ticket,
see the asset affiliated with this and jump on
and actually remotely connect
to a remote session with this user right now.
So right now I've actually connected
to their remote desktop, I could go in,
I could configure their sound settings and I could say,
well, actually you have to select the primary audio device,
I can chat with that user.
And that will all show up on their site as well.
Once I close this out,
maybe I finished solving their problem,
I can end this remote support session.
And you'll see the chat logs,
any of my notes that I make
"Was a quick solve" here.
And then I can save the details to the ticket.
What that actually lets me do,
will upload
the ticket details,
and there we go, we'll just save that locally for now,
but I could actually upload the details back
into this ticket.
So what that would let us do
is really have the least time to resolution,
let's you kind of interact with resolve those tickets all
from that same place.
So a pretty straightforward process there
for how you can kind of get something resolved,
especially in these kind of challenging times here
with something more complex
through its sort of workflow there.
>>Okay,
we definitely also should talk about network management
because IT departments
are responsible for a lot of task
related to network management.
And
we have also tools
like
ipMonitor,
which helps grant have visibility into availability
and performance metrics with the building database,
so you don't have to install anything else
and you are able to manage all the alerts.
You are able to discover all devices connected
to your network and integrate this visibility
in this one efficient product.
So you don't need to have automatic remediation of issues
in place to...
and you can avoid the downtime.
So with the limited budget,
you can definitely offer a lot of functionality.
You can manage
network
in one place,
and I believe this functionally is really useful
and cost efficient.
So this is also one of our products.
We also have kiwi syslog server,
also very efficient cost efficient and powerful
tool,
which centrally manages your syslog log messages and blogs
and can automatically respond to real time alerts.
In some
phases of our development,
we also edit integrated
functional communicating with our SAS products.
So it means it also has some additional value,
and you can integrate these on-premise product
with some SAS solutions.
These are all the tools we have tried to present
at this moment, and for today,
but ensure the current issues
small middle businesses are facing
can be easily sold with just a couple of tools
that are very powerful for an affordable price.
All these tools mentioned today and others can be found
on our SolarWinds small business hub.
Maybe I just would like to ask you Hunter, do you have any,
any information you would like to add this?
Do you have anything interesting you would like to mention
related to our small business hub?
>>Sure, absolutely.
So, I mean,
we have so much more that we'd love to show you today,
you know,
if we had the time to go through all of these tools,
they're very scalable for, you know,
the smallest organizations we have, you know,
one or two technicians all the way up.
So we have a whole range of platforms
that can be really useful for your organization.
We'd love to hop on a call, talk with you about them,
provide you more information, and you know,
if you're interested in checking out a demo,
finding out any more information
on any of the tools we talked about today,
or any of the tools in our SolarWinds platform,
this may be a great place to start.
>>Okay, thank you very much.
Maybe I will just add one more information
that from my point of view,
our on premise tools are very efficient and useful,
and we also trying to deliver additional value.
It means what I've mentioned before,
we are trying to integrate them
with
any existing systems
like SAS services
we are also providing.
We are able to integrate these tools
and co-operate these tools with your other systems
in your it department.
So I believe this is very useful,
and if you will need to have any other information
or if you will need to more details about it.
As I mentioned before, we are able to help you,
we are able to answer any your question
or you can visit our websites
and we are ready to communicate with you.
We are ready to ask you for a specific use cases,
because I believe
in let's say,
often this is about some special use cases
about configuration of the products
and just trying to find some optimal solution
for specific use case.
So once again,
we are ready to help you and to let us know
if you need any more information.
>>Absolutely.
Well, yeah.
Thank you very much for joining our session.
You know, I hope you're all enjoying our THWACKcamp 2020
so far.
I think that's all the time we have
for maybe our breakout here, but yeah,
I hope to see you all next time.