The Help Desk Essentials Pack is a combination of Solarwinds® Web Help Desk and Dameware Remote Support that automates and simplifies help desk and IT remote support tasks. It includes centralized ticketing and incident management, IT asset management with automated discovery and centralized inventory, a built-in knowledge base for self-service, IT change management and customizable approval workflows, reporting, SLA alerts, and customer surveys. It also allows remote control of Windows®, Mac OS® X and Linux® systems, built-in tools for system monitoring, event log viewing, and network diagnostics without initiating a full remote session, and remote access to support end-users outside the firewall.