ChangeGear Service Desk vs. N-able MSP Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChangeGear Service Desk
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).
$0
Per Seat per Month
N-able MSP Manager
Score 8.5 out of 10
N/A
N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…N/A
Pricing
ChangeGear Service DeskN-able MSP Manager
Editions & Modules
ChangeGear Service Desk
Per Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
ChangeGear Cloud
Per User per Month
No answers on this topic
Offerings
Pricing Offerings
ChangeGear Service DeskN-able MSP Manager
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChangeGear Service DeskN-able MSP Manager
Top Pros
Top Cons
Features
ChangeGear Service DeskN-able MSP Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
2 Ratings
24% below category average
N-able MSP Manager
5.3
4 Ratings
43% below category average
Organize and prioritize service tickets6.42 Ratings4.54 Ratings
Expert directory5.01 Ratings3.54 Ratings
Service restoration6.01 Ratings3.92 Ratings
Self-service tools5.02 Ratings3.54 Ratings
Subscription-based notifications6.92 Ratings7.33 Ratings
ITSM collaboration and documentation7.42 Ratings7.33 Ratings
ITSM reports and dashboards7.92 Ratings7.33 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ChangeGear Service Desk
7.5
2 Ratings
9% below category average
N-able MSP Manager
6.7
3 Ratings
20% below category average
Configuration mangement7.42 Ratings6.33 Ratings
Asset management dashboard7.01 Ratings7.23 Ratings
Policy and contract enforcement8.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ChangeGear Service Desk
7.3
2 Ratings
14% below category average
N-able MSP Manager
2.8
4 Ratings
100% below category average
Change requests repository8.52 Ratings00 Ratings
Change calendar6.92 Ratings1.01 Ratings
Service-level management6.52 Ratings4.54 Ratings
Best Alternatives
ChangeGear Service DeskN-able MSP Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
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User Ratings
ChangeGear Service DeskN-able MSP Manager
Likelihood to Recommend
9.0
(2 ratings)
4.0
(4 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
3.9
(2 ratings)
User Testimonials
ChangeGear Service DeskN-able MSP Manager
Likelihood to Recommend
Serviceaide
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?
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N-able
It's a good company to grow with because as needs change there are more features available.
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Pros
Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
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N-able
  • Web Based
  • Automated Ticket creation
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Cons
Serviceaide
  • 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.
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N-able
  • 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.
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Usability
Serviceaide
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.
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N-able
No answers on this topic
Support Rating
Serviceaide
No answers on this topic
N-able
They're good at resolving issues when they arise.
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Alternatives Considered
Serviceaide
Simpler and easier to implement.
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N-able
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.
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Return on Investment
Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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N-able
  • 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
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ScreenShots

ChangeGear Service Desk Screenshots

Screenshot of Dashboard - DarkScreenshot of Workspace - Staff daily work spaceScreenshot of Service Catalog - End User ViewScreenshot of Incident grid sorted

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard