What users are saying about
8 Ratings
8 Ratings
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Score 7 out of 100
22 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • Hornbill Supportworks ITSM ranks higher in 1 feature set: Change management
  • N-able MSP Manager ranks higher in 2 feature sets: Incident and problem management, ITSM asset management

Incident and problem management

4.4

Hornbill

44%
5.3

N-able MSP Manager

53%
N-able MSP Manager ranks higher in 4/7 features

Organize and prioritize service tickets

6.0
60%
3 Ratings
4.5
45%
4 Ratings

Expert directory

3.0
30%
3 Ratings
3.5
35%
4 Ratings

Service restoration

4.0
40%
3 Ratings
3.9
39%
2 Ratings

Self-service tools

5.0
50%
3 Ratings
3.5
35%
4 Ratings

Subscription-based notifications

4.9
49%
3 Ratings
7.3
73%
3 Ratings

ITSM collaboration and documentation

5.0
50%
3 Ratings
7.3
73%
3 Ratings

ITSM reports and dashboards

3.0
30%
3 Ratings
7.3
73%
3 Ratings

ITSM asset management

2.4

Hornbill

24%
6.7

N-able MSP Manager

67%
N-able MSP Manager ranks higher in 2/3 features

Configuration mangement

3.9
39%
3 Ratings
6.3
63%
3 Ratings

Asset management dashboard

2.2
22%
2 Ratings
7.2
72%
3 Ratings

Policy and contract enforcement

1.0
10%
1 Rating
N/A
0 Ratings

Change management

5.6

Hornbill

56%
2.8

N-able MSP Manager

28%
Hornbill Supportworks ITSM ranks higher in 3/3 features

Change requests repository

5.9
59%
3 Ratings
N/A
0 Ratings

Change calendar

4.0
40%
3 Ratings
1.0
10%
1 Rating

Service-level management

6.9
69%
3 Ratings
4.5
45%
4 Ratings

Attribute Ratings

  • Hornbill Supportworks ITSM is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

4.1

Hornbill

41%
3 Ratings
4.0

N-able MSP Manager

40%
4 Ratings

Support Rating

Hornbill

N/A
0 Ratings
3.9

N-able MSP Manager

39%
4 Ratings

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.
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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

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.
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N-able

  • Web Based
  • Automated Ticket creation
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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.
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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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Pricing Details

Hornbill

Starting Price

Editions & Modules

Hornbill editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    N-able MSP Manager

    Starting Price

    Editions & Modules

    N-able MSP Manager editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Support Rating

      Hornbill

      No answers on this topic

      N-able

      They're good at resolving issues when they arise.
      Read full review

      Alternatives Considered

      Hornbill

      No answers on this topic

      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.
      Read full review

      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
      Read full review

      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
      Read full review

      Screenshots

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