What users are saying about
22 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100
157 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Feature Set Ratings

  • SolarWinds Service Desk (SSD) 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%
8.0

SolarWinds Service Desk

80%
SolarWinds Service Desk (SSD) ranks higher in 6/7 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
9.3
93%
96 Ratings

Expert directory

3.5
35%
4 Ratings
7.9
79%
57 Ratings

Service restoration

3.9
39%
2 Ratings
7.3
73%
58 Ratings

Self-service tools

3.5
35%
4 Ratings
8.0
80%
86 Ratings

Subscription-based notifications

7.3
73%
3 Ratings
8.9
89%
68 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
8.1
81%
76 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
6.4
64%
87 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%
6.9

SolarWinds Service Desk

69%
SolarWinds Service Desk (SSD) ranks higher in 2/3 features

Configuration mangement

6.3
63%
3 Ratings
6.9
69%
74 Ratings

Asset management dashboard

7.2
72%
3 Ratings
6.9
69%
81 Ratings

Policy and contract enforcement

N/A
0 Ratings
6.9
69%
63 Ratings

Change management

2.8

N-able MSP Manager

28%
8.0

SolarWinds Service Desk

80%
SolarWinds Service Desk (SSD) ranks higher in 3/3 features

Change calendar

1.0
10%
1 Rating
7.7
77%
44 Ratings

Service-level management

4.5
45%
4 Ratings
7.8
78%
72 Ratings

Change requests repository

N/A
0 Ratings
8.6
86%
64 Ratings

Attribute Ratings

  • SolarWinds Service Desk (SSD) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
8.1

SolarWinds Service Desk

81%
119 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
6.6

SolarWinds Service Desk

66%
8 Ratings

Usability

N-able MSP Manager

N/A
0 Ratings
8.9

SolarWinds Service Desk

89%
7 Ratings

Availability

N-able MSP Manager

N/A
0 Ratings
8.4

SolarWinds Service Desk

84%
13 Ratings

Performance

N-able MSP Manager

N/A
0 Ratings
8.7

SolarWinds Service Desk

87%
7 Ratings

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
8.3

SolarWinds Service Desk

83%
94 Ratings

In-Person Training

N-able MSP Manager

N/A
0 Ratings
9.1

SolarWinds Service Desk

91%
1 Rating

Online Training

N-able MSP Manager

N/A
0 Ratings
8.2

SolarWinds Service Desk

82%
2 Ratings

Implementation Rating

N-able MSP Manager

N/A
0 Ratings
8.7

SolarWinds Service Desk

87%
5 Ratings

Configurability

N-able MSP Manager

N/A
0 Ratings
7.3

SolarWinds Service Desk

73%
1 Rating

Ease of integration

N-able MSP Manager

N/A
0 Ratings
4.5

SolarWinds Service Desk

45%
1 Rating

Product Scalability

N-able MSP Manager

N/A
0 Ratings
8.9

SolarWinds Service Desk

89%
4 Ratings

Vendor post-sale

N-able MSP Manager

N/A
0 Ratings
8.2

SolarWinds Service Desk

82%
2 Ratings

Vendor pre-sale

N-able MSP Manager

N/A
0 Ratings
7.7

SolarWinds Service Desk

77%
2 Ratings

Likelihood to Recommend

N-able

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

SolarWinds

If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
Read full review

Pros

N-able

  • Web Based
  • Automated Ticket creation
Read full review

SolarWinds

  • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
  • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
  • Lots of options and features are available for you to include in your forms.
  • Integrates well with SAML-based SSO and has capabilities for MFA.
  • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
Read full review

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.
Read full review

SolarWinds

  • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
  • Greater flexibility to modify the layout of incident request forms.
  • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
Read full review

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

    SolarWinds Service Desk

    Starting Price

    Editions & Modules

    SolarWinds Service Desk 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

      Pricing Info

      Likelihood to Renew

      N-able

      No answers on this topic

      SolarWinds

      My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
      Read full review

      Usability

      N-able

      No answers on this topic

      SolarWinds

      Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
      Read full review

      Reliability and Availability

      N-able

      No answers on this topic

      SolarWinds

      Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
      Read full review

      Performance

      N-able

      No answers on this topic

      SolarWinds

      When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
      Read full review

      Support Rating

      N-able

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

      SolarWinds

      SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
      Read full review

      Online Training

      N-able

      No answers on this topic

      SolarWinds

      When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
      Read full review

      Implementation Rating

      N-able

      No answers on this topic

      SolarWinds

      The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
      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

      SolarWinds

      We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
      Read full review

      Scalability

      N-able

      No answers on this topic

      SolarWinds

      We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
      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

      SolarWinds

      • We are more easily able to quantify user satisfaction with support.
      • We are able to develop SLAs that quantify and define the obligation of our support teams.
      • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
      Read full review

      Screenshots

      Add comparison