4 Ratings
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Score 8 out of 100
15 Ratings
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Score 6.7 out of 100

Likelihood to Recommend

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

It's a good company to grow with because as needs change there are more features available.
Tamara Ham | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ChangeGear Service Desk
6.4
N-able MSP Manager (formerly Solarwinds MSP Manager)
5.3
Organize and prioritize service tickets
ChangeGear Service Desk
6.4
N-able MSP Manager (formerly Solarwinds MSP Manager)
4.5
Expert directory
ChangeGear Service Desk
5.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.4
Service restoration
ChangeGear Service Desk
6.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.9
Self-service tools
ChangeGear Service Desk
5.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.4
Subscription-based notifications
ChangeGear Service Desk
6.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.4
ITSM collaboration and documentation
ChangeGear Service Desk
7.4
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.3
ITSM reports and dashboards
ChangeGear Service Desk
7.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.3

ITSM asset management

ChangeGear Service Desk
7.5
N-able MSP Manager (formerly Solarwinds MSP Manager)
6.6
Configuration mangement
ChangeGear Service Desk
7.4
N-able MSP Manager (formerly Solarwinds MSP Manager)
6.2
Asset management dashboard
ChangeGear Service Desk
7.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.0
Policy and contract enforcement
ChangeGear Service Desk
8.0
N-able MSP Manager (formerly Solarwinds MSP Manager)

Change management

ChangeGear Service Desk
7.3
N-able MSP Manager (formerly Solarwinds MSP Manager)
2.7
Change requests repository
ChangeGear Service Desk
8.5
N-able MSP Manager (formerly Solarwinds MSP Manager)
Change calendar
ChangeGear Service Desk
6.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
1.0
Service-level management
ChangeGear Service Desk
6.5
N-able MSP Manager (formerly Solarwinds MSP Manager)
4.5

Pros

ChangeGear Service Desk

  • Change Control
  • Ease of Use
  • Simplicity
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

  • Web Based
  • Automated Ticket creation
chris maddox | TrustRadius Reviewer

Cons

ChangeGear Service Desk

  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
Les Klassen Hamm | TrustRadius Reviewer

Usability

ChangeGear Service Desk

ChangeGear Service Desk 8.0
Based on 1 answer
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

No score
No answers yet
No answers on this topic

Support Rating

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

N-able MSP Manager (formerly Solarwinds MSP Manager)

N-able MSP Manager (formerly Solarwinds MSP Manager) 3.9
Based on 4 answers
They're good at resolving issues when they arise.
Tamara Ham | TrustRadius Reviewer

Alternatives Considered

ChangeGear Service Desk

Simpler and easier to implement.
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
Anonymous | TrustRadius Reviewer

Return on Investment

ChangeGear Service Desk

  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
chris maddox | TrustRadius Reviewer

Screenshots

N-able MSP Manager (formerly Solarwinds MSP Manager)

Pricing Details

ChangeGear Service Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
    Additional Pricing Details

    N-able MSP Manager (formerly Solarwinds MSP Manager)

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    N-able MSP Manager (formerly Solarwinds MSP Manager) Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    ChangeGear Service Desk
    9.0
    N-able MSP Manager (formerly Solarwinds MSP Manager)
    3.9

    Usability

    ChangeGear Service Desk
    8.0
    N-able MSP Manager (formerly Solarwinds MSP Manager)

    Support Rating

    ChangeGear Service Desk
    N-able MSP Manager (formerly Solarwinds MSP Manager)
    3.9

    Add comparison