N-able MSP Manager vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
N-able MSP Manager
Score 8.6 out of 10
N/A
N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…N/A
SolarWinds Web Help Desk (WHD)
Score 7.9 out of 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
Pricing
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
N-able MSP Manager
5.3
4 Ratings
43% below category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
22% above category average
Organize and prioritize service tickets4.54 Ratings9.819 Ratings
Expert directory3.54 Ratings10.013 Ratings
Service restoration3.92 Ratings00 Ratings
Self-service tools3.54 Ratings00 Ratings
Subscription-based notifications7.33 Ratings9.817 Ratings
ITSM collaboration and documentation7.33 Ratings9.014 Ratings
ITSM reports and dashboards7.33 Ratings00 Ratings
Ticket creation and submission00 Ratings9.99 Ratings
Ticket response00 Ratings9.99 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
N-able MSP Manager
6.7
3 Ratings
20% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement6.33 Ratings00 Ratings
Asset management dashboard7.23 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
N-able MSP Manager
2.8
4 Ratings
100% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Change calendar1.01 Ratings00 Ratings
Service-level management4.54 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
N-able MSP Manager
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
21% above category average
External knowledge base00 Ratings9.46 Ratings
Internal knowledge base00 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
N-able MSP Manager
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
22% above category average
Customer portal00 Ratings9.78 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.89 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
4.0
(4 ratings)
8.5
(19 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(4 ratings)
Usability
-
(0 ratings)
10.0
(3 ratings)
Support Rating
3.9
(2 ratings)
10.0
(5 ratings)
Implementation Rating
-
(0 ratings)
10.0
(2 ratings)
Configurability
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
N-able MSP ManagerSolarWinds Web Help Desk (WHD)
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
SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
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Pros
N-able
  • Web Based
  • Automated Ticket creation
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SolarWinds
  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
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.
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SolarWinds
  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
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Likelihood to Renew
N-able
No answers on this topic
SolarWinds
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
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Usability
N-able
No answers on this topic
SolarWinds
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
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Support Rating
N-able
They're good at resolving issues when they arise.
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SolarWinds
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
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Implementation Rating
N-able
No answers on this topic
SolarWinds
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
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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.
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SolarWinds
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
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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
  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
Read full review
ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard

SolarWinds Web Help Desk (WHD) Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of