Parature was a self-service customer support platform providing a self-service knowledge base to connect with customers across multiple channels, including email, the web, chat or social media. The company was acquired by Microsoft in January 2014 and reached EOL in 2017. Former users are encouraged to migrate to Microsoft Dynamics 365 Customer Service.
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NinjaOne
Score 9.2 out of 10
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NinjaOne (formerly NinjaRMM) is a security-oriented remote monitoring and management platform. It allows for manual customization as well as scripting and automation.
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Pricing
Microsoft Parature (Discontinued)
NinjaOne
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Microsoft Parature (Discontinued)
NinjaOne
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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NinjaOne is a subscription service with a charge rate per month. For more detailed pricing information, contact NinjaOne directly to request a demo or to start 14-days free trial.
The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
If you are looking for an affordable solution to RMM that just works, you should consider using NinjaOne. Their platform allows you to lock down the installation and prevent uninstallation by end users, it allows for direct ticket integration within the sys tray icon, and it is a very consistent product that will stay running when it is in use. That is not always the case with RMM solutions and for the price, NinjaOne is great.
Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Remote connections: the NinjaRemote client is spectacular and very easy to use and navigate. It quickly connects to customer systems so my engineers are able to work. As a bonus, they also offer a really good mobile app to connect to client systems.
Antivirus: Bitdefender Endpoint Protection is built directly into the NinjaOne portal. This makes deploying and maintaining AV very easy.
OS Patching: NinjaOne makes it very easy to handle patching across multiple clients and locations. It is very easy to use and doesn't take long to set up.
Support: NinjaOne support is always very prompt and helpful.
Documentation: the NinjaOne Dojo is a one-stop shop for all of your FAQs, guides, and forum needs. You can find almost anything here to help you deploy and maintain NinjaOne.
Automation Library: NinjaOne comes preloaded with a large number of ready-to-go automations. They also provide you with a scripting module to create your own.
Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
Support was often unresponsive when contacted for unplanned problems.
The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
I have not had any real issues with NinjaOne and as long as it keeps doing what it is meant to do, I do not plan on looking elsewhere. I need software to be stable and NinjaOne is stable.
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
Ninja's interface is clean and simple. Overall usability from an interface perspective is good. Some items, policies and scripting for instance, are a bit cumbersome and it's really not clear how to implement with a best practice mind-site. Ninja RMM got the job done for us but as we pushed our needs more into automation and efficiency we felt it wasn't keeping up with our speed of growth. There is definitely usability in the product, and it will get the job done, but there are other RMM's out there that fit better in our business.
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Support has been very responsive and my account rep Brian K. has communicated with me continuously making sure we had everything we need. Not like other MDMs where they sign you up and that's the last you hear from them. NinjaOne makes sure you use the product to its best application and you are successful and continue as the product features grow.
NinjaOne has more overall features than these competitors bundled in their package. Both of these other products have separate add-ons that will accomplish the additional features that NinjaOne bundles in. While it seems that both may be slightly more powerful when it comes to the overall RMM software, NinjaOne has a much cleaner UI and makes it much easier to work in. NinjaOne also seems to always be growing and implementing solutions that customer ask for, without any additional up-charges. These competitors seem to have their finished product and additional add-ons like ticketing are completely separate offerings that are both separate charges and a completely different product all together
