Datto Autotask PSA vs. N-able MSP Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 7.6 out of 10
N/A
Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).N/A
N-able MSP Manager
Score 8.6 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
Datto Autotask PSAN-able MSP Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Autotask 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 Details
More Pricing Information
Community Pulse
Datto Autotask PSAN-able MSP Manager
Top Pros
Top Cons
Features
Datto Autotask PSAN-able MSP Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
N-able MSP Manager
5.3
4 Ratings
42% below category average
Organize and prioritize service tickets00 Ratings4.54 Ratings
Expert directory00 Ratings3.54 Ratings
Service restoration00 Ratings3.92 Ratings
Self-service tools00 Ratings3.54 Ratings
Subscription-based notifications00 Ratings7.33 Ratings
ITSM collaboration and documentation00 Ratings7.33 Ratings
ITSM reports and dashboards00 Ratings7.33 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Datto Autotask 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
Datto Autotask 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
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User Ratings
Datto Autotask PSAN-able MSP Manager
Likelihood to Recommend
7.6
(29 ratings)
4.0
(4 ratings)
Likelihood to Renew
9.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
8.4
(4 ratings)
3.9
(2 ratings)
User Testimonials
Datto Autotask PSAN-able MSP Manager
Likelihood to Recommend
Kaseya
In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
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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
Kaseya
  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
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N-able
  • Web Based
  • Automated Ticket creation
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Cons
Kaseya
  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
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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
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
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N-able
No answers on this topic
Usability
Kaseya
The work flow is much better then other competitors
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N-able
No answers on this topic
Support Rating
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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N-able
They're good at resolving issues when they arise.
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Alternatives Considered
Kaseya
The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
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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
Kaseya
  • We were able to identify the profitability of our entire client base.
  • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
  • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
  • Autotask is the heartbeat of our operation.
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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

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard