What users are saying about
4 Ratings
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Score 8 out of 100
22 Ratings
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Score 7.6 out of 100

Feature Set Ratings

  • ChangeGear Service Desk ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

6.4

ChangeGear Service Desk

64%
5.3

N-able MSP Manager

53%
ChangeGear Service Desk ranks higher in 6/7 features

Organize and prioritize service tickets

6.4
64%
2 Ratings
4.5
45%
4 Ratings

Expert directory

5.0
50%
1 Rating
3.5
35%
4 Ratings

Service restoration

6.0
60%
1 Rating
3.9
39%
2 Ratings

Self-service tools

5.0
50%
2 Ratings
3.5
35%
4 Ratings

Subscription-based notifications

6.9
69%
2 Ratings
7.3
73%
3 Ratings

ITSM collaboration and documentation

7.4
74%
2 Ratings
7.3
73%
3 Ratings

ITSM reports and dashboards

7.9
79%
2 Ratings
7.3
73%
3 Ratings

ITSM asset management

7.5

ChangeGear Service Desk

75%
6.7

N-able MSP Manager

67%
ChangeGear Service Desk ranks higher in 2/3 features

Configuration mangement

7.4
74%
2 Ratings
6.3
63%
3 Ratings

Asset management dashboard

7.0
70%
1 Rating
7.2
72%
3 Ratings

Policy and contract enforcement

8.0
80%
1 Rating
N/A
0 Ratings

Change management

7.3

ChangeGear Service Desk

73%
2.8

N-able MSP Manager

28%
ChangeGear Service Desk ranks higher in 3/3 features

Change requests repository

8.5
85%
2 Ratings
N/A
0 Ratings

Change calendar

6.9
69%
2 Ratings
1.0
10%
1 Rating

Service-level management

6.5
65%
2 Ratings
4.5
45%
4 Ratings

Attribute Ratings

  • ChangeGear Service Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

ChangeGear Service Desk

90%
2 Ratings
4.0

N-able MSP Manager

40%
4 Ratings

Usability

8.0

ChangeGear Service Desk

80%
1 Rating

N-able MSP Manager

N/A
0 Ratings

Support Rating

ChangeGear Service Desk

N/A
0 Ratings
3.9

N-able MSP Manager

39%
4 Ratings

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

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

Pros

ChangeGear Service Desk

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

N-able 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

  • 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

Pricing Details

ChangeGear Service Desk

General

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

Starting Price

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
  2. none
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
  1. none
Additional Pricing Details

N-able MSP Manager

General

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

Starting Price

N-able MSP Manager Editions & Modules

Additional Pricing Details

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

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

N-able 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

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

  • 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

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