22 Ratings
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Score 7.7 out of 100
1 Rating
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Score 9 out of 100

Feature Set Ratings

  • Serviceware Processes (helpLine) ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

5.3

N-able MSP Manager

53%
8.9

Serviceware Processes (helpLine)

89%
Serviceware Processes (helpLine) ranks higher in 7/7 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
10.0
100%
1 Rating

Expert directory

3.5
35%
4 Ratings
9.0
90%
1 Rating

Service restoration

3.9
39%
2 Ratings
6.0
60%
1 Rating

Self-service tools

3.5
35%
4 Ratings
9.0
90%
1 Rating

Subscription-based notifications

7.3
73%
3 Ratings
9.0
90%
1 Rating

ITSM collaboration and documentation

7.3
73%
3 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

7.3
73%
3 Ratings
9.0
90%
1 Rating

ITSM asset management

6.7

N-able MSP Manager

67%
8.3

Serviceware Processes (helpLine)

83%
Serviceware Processes (helpLine) ranks higher in 3/3 features

Configuration mangement

6.3
63%
3 Ratings
9.0
90%
1 Rating

Asset management dashboard

7.2
72%
3 Ratings
9.0
90%
1 Rating

Policy and contract enforcement

N/A
0 Ratings
7.0
70%
1 Rating

Change management

2.8

N-able MSP Manager

28%
10.0

Serviceware Processes (helpLine)

100%
Serviceware Processes (helpLine) ranks higher in 2/3 features

Change calendar

1.0
10%
1 Rating
N/A
0 Ratings

Service-level management

4.5
45%
4 Ratings
10.0
100%
1 Rating

Change requests repository

N/A
0 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Serviceware Processes (helpLine) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
9.0

Serviceware Processes (helpLine)

90%
1 Rating

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
9.0

Serviceware Processes (helpLine)

90%
2 Ratings

Likelihood to Recommend

N-able

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

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
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Pros

N-able

  • Web Based
  • Automated Ticket creation
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Serviceware

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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Cons

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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Serviceware

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
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Pricing 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

    Serviceware Processes (helpLine)

    Starting Price

    Editions & Modules

    Serviceware Processes (helpLine) 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

      N-able

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

      Serviceware

      In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
      Read full review

      Alternatives Considered

      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

      Serviceware

      Unfortunately I have no experience with other products.
      Read full review

      Return on Investment

      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

      Serviceware

      • We can handle tickets faster.
      • No double tickets anymore because of the contact assignment.
      • One mailbox where every mail will be processed.
      Read full review

      Screenshots

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