KACE Systems Management Appliance vs N-able MSP Manager (formerly Solarwinds MSP Manager)

• Inventory: KACE provides a ton of hardware and software inventory information that is easy to search, filter, and export. This is critical when we need to find the answers to questions about how many of such and such we have in our fleet.
• Patch Management: We were using WSUS before and it was altogether too cumbersome. KACE has given us the power, flexibility, and verification we need to feel comfortable our patches are up-to-date.
• Service Queue: We made KACE our help desk system and it does everything we need it to do. Great improvement over our old system.

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• 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.

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• The KACE SMA needs a better way to handle different roles in the software so certain users can access or administrate certain parts of the software, but not the entire software installation.
• The KACE SMA could improve the ticketing process of projects. The aspects of the title and some information do not always flow down from the parent ticket to its child tickets.
• The KACE SMA could improve the UI of the software with the addition of different CSS color schemes.

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• 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.

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• KACE has saved us from having to spend several days of employee hours in crafting DVDs and duplicating them (100+ DVDs)
• KACE has saved us on the postage required to send out those DVDs for every update (monthly) to all of our customers electronically

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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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