N-able MSP Manager vs. TOPdesk

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
TOPdesk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.N/A
Pricing
N-able MSP ManagerTOPdesk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
N-able MSP ManagerTOPdesk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThe TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
More Pricing Information
Features
N-able MSP ManagerTOPdesk
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
TOPdesk
8.0
195 Ratings
3% below category average
Organize and prioritize service tickets4.54 Ratings8.2195 Ratings
Expert directory3.54 Ratings7.5135 Ratings
Service restoration3.92 Ratings8.1131 Ratings
Self-service tools3.54 Ratings8.3181 Ratings
Subscription-based notifications7.33 Ratings8.1132 Ratings
ITSM collaboration and documentation7.33 Ratings8.2148 Ratings
ITSM reports and dashboards7.33 Ratings7.4156 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
N-able MSP Manager
6.7
3 Ratings
21% below category average
TOPdesk
8.1
159 Ratings
2% below category average
Configuration mangement6.33 Ratings8.4148 Ratings
Asset management dashboard7.23 Ratings7.8137 Ratings
Policy and contract enforcement00 Ratings8.3104 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
TOPdesk
7.9
153 Ratings
6% below category average
Change calendar1.01 Ratings7.8117 Ratings
Service-level management4.54 Ratings8.0127 Ratings
Change requests repository00 Ratings7.8146 Ratings
Best Alternatives
N-able MSP ManagerTOPdesk
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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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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
N-able MSP ManagerTOPdesk
Likelihood to Recommend
4.0
(4 ratings)
8.7
(197 ratings)
Likelihood to Renew
-
(0 ratings)
8.8
(109 ratings)
Usability
-
(0 ratings)
9.7
(27 ratings)
Availability
-
(0 ratings)
9.1
(9 ratings)
Performance
-
(0 ratings)
8.1
(9 ratings)
Support Rating
3.9
(2 ratings)
8.7
(165 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
9.2
(15 ratings)
Configurability
-
(0 ratings)
8.8
(8 ratings)
Ease of integration
-
(0 ratings)
8.2
(16 ratings)
Product Scalability
-
(0 ratings)
9.1
(9 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(7 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(7 ratings)
User Testimonials
N-able MSP ManagerTOPdesk
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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TOPdesk
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time. The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time. I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
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Pros
N-able
  • Web Based
  • Automated Ticket creation
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TOPdesk
  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
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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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TOPdesk
  • The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
  • The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
  • When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
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Likelihood to Renew
N-able
No answers on this topic
TOPdesk
As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.
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Usability
N-able
No answers on this topic
TOPdesk
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
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Reliability and Availability
N-able
No answers on this topic
TOPdesk
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
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Performance
N-able
No answers on this topic
TOPdesk
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
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Support Rating
N-able
They're good at resolving issues when they arise.
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TOPdesk
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
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In-Person Training
N-able
No answers on this topic
TOPdesk
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
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Online Training
N-able
No answers on this topic
TOPdesk
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
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Implementation Rating
N-able
No answers on this topic
TOPdesk
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
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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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TOPdesk
TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
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Scalability
N-able
No answers on this topic
TOPdesk
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
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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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TOPdesk
  • The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
  • It has allowed easier collaborative working between teams.
  • We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
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ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard