N-able MSP Manager vs. SysAid

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
SysAid
Score 8.1 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.N/A
Pricing
N-able MSP ManagerSysAid
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
N-able MSP ManagerSysAid
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Features
N-able MSP ManagerSysAid
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
SysAid
8.2
159 Ratings
0% below category average
Organize and prioritize service tickets4.54 Ratings8.6158 Ratings
Expert directory3.54 Ratings7.9128 Ratings
Service restoration3.92 Ratings7.6111 Ratings
Self-service tools3.54 Ratings8.6153 Ratings
Subscription-based notifications7.33 Ratings7.5114 Ratings
ITSM collaboration and documentation7.33 Ratings8.6128 Ratings
ITSM reports and dashboards7.33 Ratings8.6137 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
SysAid
8.0
139 Ratings
3% below category average
Configuration mangement6.33 Ratings7.9130 Ratings
Asset management dashboard7.23 Ratings8.4136 Ratings
Policy and contract enforcement00 Ratings7.792 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
SysAid
8.2
128 Ratings
3% below category average
Change calendar1.01 Ratings7.397 Ratings
Service-level management4.54 Ratings8.7120 Ratings
Change requests repository00 Ratings8.6118 Ratings
Best Alternatives
N-able MSP ManagerSysAid
Small Businesses
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Score 9.0 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
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Ivanti Neurons for ITSM
Score 9.5 out of 10
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Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
N-able MSP ManagerSysAid
Likelihood to Recommend
4.0
(4 ratings)
8.7
(161 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(17 ratings)
Usability
-
(0 ratings)
8.8
(42 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
9.1
(4 ratings)
Support Rating
3.9
(2 ratings)
8.9
(52 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
-
(0 ratings)
9.1
(2 ratings)
Implementation Rating
-
(0 ratings)
8.6
(9 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.5
(13 ratings)
Ease of integration
-
(0 ratings)
5.2
(2 ratings)
Product Scalability
-
(0 ratings)
8.9
(4 ratings)
Professional Services
-
(0 ratings)
8.8
(8 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(3 ratings)
User Testimonials
N-able MSP ManagerSysAid
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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SysAid Technologies
SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
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Pros
N-able
  • Web Based
  • Automated Ticket creation
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SysAid Technologies
  • Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
  • Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
  • knowledge base links directly to tickets, so repeat issues are easy to solve.
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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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SysAid Technologies
  • There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
  • There is a lot to learn with this solution so reaching out to their Support is crucial.
  • Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
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Likelihood to Renew
N-able
No answers on this topic
SysAid Technologies
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
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Usability
N-able
No answers on this topic
SysAid Technologies
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
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Reliability and Availability
N-able
No answers on this topic
SysAid Technologies
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
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Performance
N-able
No answers on this topic
SysAid Technologies
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
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Support Rating
N-able
They're good at resolving issues when they arise.
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SysAid Technologies
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
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In-Person Training
N-able
No answers on this topic
SysAid Technologies
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
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Online Training
N-able
No answers on this topic
SysAid Technologies
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
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Implementation Rating
N-able
No answers on this topic
SysAid Technologies
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
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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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SysAid Technologies
ServiceNow is lightyears ahead of SysAid. They efficiently use workflows to get everything set up in the system. One prime example is the onboarding and offboarding of employees. You can set up individual approval tasks to add/remove employees from systems. These tasks will not be assigned until a system owner approves them. This dramatically increases the speed of getting tasks completed. This also allows us to track system access for audit and SOX requirements. SysAid has none of this.
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Contract Terms and Pricing Model
N-able
No answers on this topic
SysAid Technologies
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
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Scalability
N-able
No answers on this topic
SysAid Technologies
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
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Professional Services
N-able
No answers on this topic
SysAid Technologies
Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
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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
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SysAid Technologies
  • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
  • Intuitive interface. Integration to Outlook. Easy reporting.
  • It has a very user-friendly interface and effective management capabilities.
Read full review
ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard

SysAid Screenshots

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case Summarization