What users are saying about
22 Ratings
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Score 7.7 out of 100
8 Ratings
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Score 9.5 out of 100

Feature Set Ratings

  • Vision Helpdesk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

5.3

N-able MSP Manager

53%
6.8

Vision Helpdesk

68%
N-able MSP Manager ranks higher in 5/9 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
8.0
80%
3 Ratings

Expert directory

3.5
35%
4 Ratings
N/A
0 Ratings

Service restoration

3.9
39%
2 Ratings
N/A
0 Ratings

Self-service tools

3.5
35%
4 Ratings
N/A
0 Ratings

Subscription-based notifications

7.3
73%
3 Ratings
8.0
80%
3 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
N/A
0 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
6.0
60%
3 Ratings

Ticket response

N/A
0 Ratings
5.0
50%
3 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%

Vision Helpdesk

Feature Set Not Supported
N/A
N-able MSP Manager ranks higher in 2/2 features

Configuration mangement

6.3
63%
3 Ratings
N/A
0 Ratings

Asset management dashboard

7.2
72%
3 Ratings
N/A
0 Ratings

Change management

2.8

N-able MSP Manager

28%

Vision Helpdesk

Feature Set Not Supported
N/A
N-able MSP Manager ranks higher in 2/2 features

Change calendar

1.0
10%
1 Rating
N/A
0 Ratings

Service-level management

4.5
45%
4 Ratings
N/A
0 Ratings

Self Help Community

N-able MSP Manager

Feature Set Not Supported
N/A
5.0

Vision Helpdesk

50%
Vision Helpdesk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
5.0
50%
2 Ratings

Internal knowledge base

N/A
0 Ratings
5.0
50%
2 Ratings

Multi-Channel Help

N-able MSP Manager

Feature Set Not Supported
N/A
7.0

Vision Helpdesk

70%
Vision Helpdesk ranks higher in 4/4 features

Customer portal

N/A
0 Ratings
8.0
80%
3 Ratings

Social integration

N/A
0 Ratings
7.0
70%
3 Ratings

Email support

N/A
0 Ratings
6.0
60%
3 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • Vision Helpdesk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
5.0

Vision Helpdesk

50%
4 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
9.1

Vision Helpdesk

91%
1 Rating

Usability

N-able MSP Manager

N/A
0 Ratings
8.2

Vision Helpdesk

82%
1 Rating

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
6.0

Vision Helpdesk

60%
4 Ratings

Implementation Rating

N-able MSP Manager

N/A
0 Ratings
9.1

Vision Helpdesk

91%
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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Vision Helpdesk

I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.
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Pros

N-able

  • Web Based
  • Automated Ticket creation
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Vision Helpdesk

  • The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
  • Good-looking, with good visualisation and usability dashboard.
  • Ticket transfer between support users, comments, ticket printing.
  • The best price and functionality, comparing to other help desks.
  • Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.
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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Vision Helpdesk

  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
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

    Vision Helpdesk

    Starting Price

    $8 per month

    Editions & Modules

    Vision Helpdesk editions and modules pricing
    EditionModules
    Starter Help Desk$81
    Pro Help Desk$162
    Satellite Help Desk$203
    Starter Help Desk$124
    Satellite Help Desk$245
    Pro Service Desk$326
    Ent Service Desk$327
    Pro Service Desk$248
    Ent Service Desk$489
    Pro Help Desk$2010

    Footnotes

    1. per month per seat
    2. per month per seat
    3. per month per seat
    4. per month per seat
    5. per month per seat
    6. per month per seat
    7. per month per seat
    8. per month per seat
    9. per month per seat
    10. per month per seat

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    N-able

    No answers on this topic

    Vision Helpdesk

    For us it's really best solution.
    Read full review

    Usability

    N-able

    No answers on this topic

    Vision Helpdesk

    Really simple, good-looking interface, many features and customizations
    Read full review

    Support Rating

    N-able

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

    Vision Helpdesk

    Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.
    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

    Vision Helpdesk

    Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.
    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

    Vision Helpdesk

    • Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
    • We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
    • Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).
    Read full review

    Screenshots

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