InvGate Service Desk vs. N-able MSP Manager

This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

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It's a good company to grow with because as needs change there are more features available.

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• Set-up of system.
• GUI is user-friendly.

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• Web Based
• Automated Ticket creation

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• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

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• 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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This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

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They're good at resolving issues when they arise.

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At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

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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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• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

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• 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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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info