ConnectWise PSA vs. N-able MSP Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ConnectWise PSA
ScoreĀ 7.5Ā outĀ ofĀ 10
Small Businesses (1-50 employees)
ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.
$35
Per Tech Per Month
N-able MSP Manager
ScoreĀ 8.6Ā outĀ ofĀ 10
N/A
N-ableā„¢ 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 beā€¦N/A
Pricing
ConnectWise PSAN-able MSP Manager
Editions & Modules
Subscription
$35.00
Per Tech Per Month
No answers on this topic
Offerings
Pricing Offerings
ConnectWise PSAN-able MSP Manager
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Detailsā€”ā€”
More Pricing Information
Community Pulse
ConnectWise PSAN-able MSP Manager
Considered Both Products
ConnectWise PSA
Chose ConnectWise PSA
I would not have championed for the transition had I known how poorly the implementation would go and how antiquated the software really is. As a company serving technology providers CW knows we have an expectation of ease of use, robust offerings, straightforward ā€¦
Chose ConnectWise PSA
We selected ConnectWise Manage because they did a customer demo for us answering all the questions we had prepared. The other companies had generic demos and didn't seem to be able to answer our specific questions. ConnectWise was able to help us setup the account and made ā€¦
Chose ConnectWise PSA
We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly ā€¦
Chose ConnectWise PSA
I just felt that ConnectWise was more intuitive than the other PSA solutions that I evaluated.
N-able MSP Manager

No answer on this topic

Top Pros
Top Cons
Features
ConnectWise PSAN-able MSP Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ConnectWise PSA
4.5
82 Ratings
55% below category average
N-able MSP Manager
5.3
4 Ratings
42% below category average
Organize and prioritize service tickets5.282 Ratings4.54 Ratings
Expert directory3.647 Ratings3.54 Ratings
Subscription-based notifications5.755 Ratings7.33 Ratings
ITSM collaboration and documentation3.962 Ratings7.33 Ratings
Ticket creation and submission4.082 Ratings00 Ratings
Ticket response4.981 Ratings00 Ratings
Service restoration00 Ratings3.92 Ratings
Self-service tools00 Ratings3.54 Ratings
ITSM reports and dashboards00 Ratings7.33 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ConnectWise PSA
4.1
76 Ratings
62% below category average
N-able MSP Manager
-
Ratings
External knowledge base3.262 Ratings00 Ratings
Internal knowledge base5.072 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ConnectWise PSA
4.5
79 Ratings
52% below category average
N-able MSP Manager
-
Ratings
Customer portal4.374 Ratings00 Ratings
IVR4.520 Ratings00 Ratings
Social integration4.427 Ratings00 Ratings
Email support4.974 Ratings00 Ratings
Help Desk CRM integration4.670 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ConnectWise PSA
-
Ratings
N-able MSP Manager
6.7
3 Ratings
20% below category average
Configuration mangement00 Ratings6.33 Ratings
Asset management dashboard00 Ratings7.23 Ratings
Change management
Comparison of Change management features of Product A and Product B
ConnectWise PSA
-
Ratings
N-able MSP Manager
2.8
4 Ratings
100% below category average
Change calendar00 Ratings1.01 Ratings
Service-level management00 Ratings4.54 Ratings
Best Alternatives
ConnectWise PSAN-able MSP Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Enterprises
SAP Service Cloud
SAP Service Cloud
ScoreĀ 8.7Ā outĀ ofĀ 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
ScoreĀ 9.1Ā outĀ ofĀ 10
All AlternativesView all alternativesView all alternatives
User Ratings
ConnectWise PSAN-able MSP Manager
Likelihood to Recommend
2.8
(113 ratings)
4.0
(4 ratings)
Likelihood to Renew
7.6
(25 ratings)
-
(0 ratings)
Usability
7.4
(25 ratings)
-
(0 ratings)
Availability
8.0
(4 ratings)
-
(0 ratings)
Performance
1.0
(7 ratings)
-
(0 ratings)
Support Rating
4.5
(20 ratings)
3.9
(2 ratings)
Online Training
5.0
(8 ratings)
-
(0 ratings)
Implementation Rating
1.0
(5 ratings)
-
(0 ratings)
Configurability
1.0
(1 ratings)
-
(0 ratings)
Ease of integration
1.0
(2 ratings)
-
(0 ratings)
Product Scalability
1.0
(7 ratings)
-
(0 ratings)
Vendor post-sale
1.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
ConnectWise PSAN-able MSP Manager
Likelihood to Recommend
ConnectWise
You absolutely need a full time individual on this program to manage it properly. It is likely a powerful application. However, you have to know how all the disparate parts interact with the other content in the application. How they actually interface with your businesses operation applications (really check this one out as it only seems to play nice with Microsoft suites based on our experience.) and decide how much time and additional money you are willing to bury into this. Figure at least 2x over CW cost your initial period of out-of-pocket costs
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N-able
It's a good company to grow with because as needs change there are more features available.
Read full review
Pros
ConnectWise
  • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
  • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
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N-able
  • Web Based
  • Automated Ticket creation
Read full review
Cons
ConnectWise
  • I will say the calendar option needs a little bit of work.
  • A calendar that looks more like lets say a Google Calendar would a nice feature.
  • Better Knowledge base section.
  • We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
  • Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
  • A better layout for reporting would also be something good to have.
  • The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
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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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Likelihood to Renew
ConnectWise
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
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N-able
No answers on this topic
Usability
ConnectWise
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
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N-able
No answers on this topic
Reliability and Availability
ConnectWise
We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
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N-able
No answers on this topic
Performance
ConnectWise
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
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N-able
No answers on this topic
Support Rating
ConnectWise
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
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N-able
They're good at resolving issues when they arise.
Read full review
Online Training
ConnectWise
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
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N-able
No answers on this topic
Implementation Rating
ConnectWise
Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
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N-able
No answers on this topic
Alternatives Considered
ConnectWise
ConnectWise, does more than one function well for a CRM, it enables managed service providers to place all of their services into a single solution, that helps smooth the running of the business. Now we don't have to have 4+ different software packages to provide customer tickets, account information, sales pipeline, and HR.
Read full review
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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Scalability
ConnectWise
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
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N-able
No answers on this topic
Return on Investment
ConnectWise
  • The positive impact is no one has to return to the office to look at notes - they can look up the support ticket on their laptop, tablet, or phone.
  • The positive impact on ROI is keeping all of your support tickets organized in one spot and multiple techs can update them.
  • The positive impact on ROI is that you have happier customers as you can update the support tickets no matter where you are at
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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

ConnectWise PSA Screenshots

Screenshot of Service Ticket ExampleScreenshot of Ticket TemplateScreenshot of Work Plan TemplateScreenshot of Calendar TimeScreenshot of Meeting InvitesScreenshot of My Calendar

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard