7 Ratings
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Score 4.1 out of 100
20 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

Hornbill

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

N-able MSP Manager (formerly Solarwinds MSP Manager) is best suited for small to medium-sized teams and projects. It is slow and lacks customizability and features as compared to other tools available in the market today. You can definitely consider other products based on your requirements.
Panav Beri | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Hornbill
4.4
N-able MSP Manager (formerly Solarwinds MSP Manager)
5.7
Organize and prioritize service tickets
Hornbill
6.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
6.9
Expert directory
Hornbill
3.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.5
Service restoration
Hornbill
4.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.9
Self-service tools
Hornbill
5.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.5
Subscription-based notifications
Hornbill
4.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.4
ITSM collaboration and documentation
Hornbill
5.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.3
ITSM reports and dashboards
Hornbill
3.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.3

ITSM asset management

Hornbill
2.4
N-able MSP Manager (formerly Solarwinds MSP Manager)
6.7
Configuration mangement
Hornbill
3.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
6.2
Asset management dashboard
Hornbill
2.2
N-able MSP Manager (formerly Solarwinds MSP Manager)
7.1
Policy and contract enforcement
Hornbill
1.0
N-able MSP Manager (formerly Solarwinds MSP Manager)

Change management

Hornbill
5.6
N-able MSP Manager (formerly Solarwinds MSP Manager)
2.7
Change requests repository
Hornbill
5.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
Change calendar
Hornbill
4.0
N-able MSP Manager (formerly Solarwinds MSP Manager)
1.0
Service-level management
Hornbill
6.9
N-able MSP Manager (formerly Solarwinds MSP Manager)
4.5

Pros

Hornbill

  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
Anonymous | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

  • Billing automation straight through to Quickbooks' desktop has saved me a lot of time for clients on subscriptions. Adding tickets during the month and having them all show up in the Quickbooks invoices at month-end is a godsend in terms of time spent in billing/invoicing.
  • The ticketing system in the helpdesk definitely gives my business a more professional look, especially for clients looking for that kind of ticketing system.
  • Alerting me to aging tickets and the use of SLA (service level agreements) helps me prioritize client responses. Even with some of my better clients who don't have an SLA with me, I set up some fake SLAs to ensure I am responding in a timely manner.
Les Klassen Hamm | TrustRadius Reviewer

Cons

Hornbill

  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
Matthew Kermode | TrustRadius Reviewer

N-able MSP Manager (formerly Solarwinds MSP Manager)

  • The options for billing take a lot of learning and tweaking to get just right for your company. It could be easier and have more options to choose from.
  • Custom templates for automatic helpdesk responses would be very helpful.
  • Per user-banked responses for each user to have quick replies to general tickets.
Anonymous | TrustRadius Reviewer

Support Rating

Hornbill

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
I had the chance to talk to SolarWinds reps at their Empower conference. They asked how we liked MSP Manager. (For full disclosure, we use their whole suite of products). I told them it's the worst ticket software I have ever used. They said that it wasn't the first time they had heard that. I did not doubt that he was telling the truth.
chris maddox | TrustRadius Reviewer

Alternatives Considered

Hornbill

No answers on this topic

N-able MSP Manager (formerly Solarwinds MSP Manager)

While Zendesk is a superior ticketing system, it does not have (at the time) the features we also needed around time tracking and billing.
Anonymous | TrustRadius Reviewer

Return on Investment

Hornbill

  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
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

Hornbill

N-able MSP Manager (formerly Solarwinds MSP Manager)

Pricing Details

Hornbill

General

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

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

Rating Summary

Likelihood to Recommend

Hornbill
4.1
N-able MSP Manager (formerly Solarwinds MSP Manager)
5.9

Support Rating

Hornbill
N-able MSP Manager (formerly Solarwinds MSP Manager)
3.9

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