What users are saying about
Top Rated
854 Ratings
22 Ratings
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Score 7.7 out of 100
Top Rated
854 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Zendesk Support Suite ranks higher in 1 feature set: Incident and problem management

Incident and problem management

5.3

N-able MSP Manager

53%
6.7

Zendesk Support Suite

67%
N-able MSP Manager ranks higher in 5/9 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
7.0
70%
88 Ratings

Expert directory

3.5
35%
4 Ratings
5.7
57%
55 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
5.7
57%
62 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
6.1
61%
58 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
7.8
78%
89 Ratings

Ticket response

N/A
0 Ratings
7.6
76%
88 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%

Zendesk Support Suite

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%

Zendesk Support Suite

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
6.4

Zendesk Support Suite

64%
Zendesk Support Suite ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.5
65%
75 Ratings

Internal knowledge base

N/A
0 Ratings
6.3
63%
70 Ratings

Multi-Channel Help

N-able MSP Manager

Feature Set Not Supported
N/A
6.3

Zendesk Support Suite

63%
Zendesk Support Suite ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
6.4
64%
69 Ratings

IVR

N/A
0 Ratings
4.8
48%
29 Ratings

Social integration

N/A
0 Ratings
6.4
64%
54 Ratings

Email support

N/A
0 Ratings
7.2
72%
85 Ratings

Help Desk CRM integration

N/A
0 Ratings
6.7
67%
64 Ratings

Attribute Ratings

  • Zendesk Support Suite is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
6.9

Zendesk Support Suite

69%
127 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

N-able MSP Manager

N/A
0 Ratings
9.9

Zendesk Support Suite

99%
19 Ratings

Availability

N-able MSP Manager

N/A
0 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

N-able MSP Manager

N/A
0 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
8.3

Zendesk Support Suite

83%
49 Ratings

In-Person Training

N-able MSP Manager

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

N-able MSP Manager

N/A
0 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

N-able MSP Manager

N/A
0 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Configurability

N-able MSP Manager

N/A
0 Ratings
9.3

Zendesk Support Suite

93%
3 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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Zendesk

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
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Pros

N-able

  • Web Based
  • Automated Ticket creation
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Zendesk

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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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Zendesk

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
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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

    Zendesk Support Suite

    Starting Price

    $19 per agent/month billed annually

    Editions & Modules

    Zendesk Support Suite editions and modules pricing
    EditionModules
    Suite Team$49.001
    Suite Growth$79.002
    Suite Professional$99.003
    Suite Enterprise$150.004
    Additional Enterprise-Ready Plans, starting at...$215.005
    Support Team (Foundational Support Only)$19.006

    Footnotes

    1. per agent/month billed annually
    2. per agent/month billed annually
    3. per agent/month billed annually
    4. per agent/month billed annually
    5. per agent/month billed annually
    6. per agent/month billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Likelihood to Renew

    N-able

    No answers on this topic

    Zendesk

    There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
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    Usability

    N-able

    No answers on this topic

    Zendesk

    As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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    Reliability and Availability

    N-able

    No answers on this topic

    Zendesk

    In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
    Read full review

    Performance

    N-able

    No answers on this topic

    Zendesk

    There has been minor performance degradation on a very few days out of the two years I have been using the product.
    Read full review

    Support Rating

    N-able

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

    Zendesk

    Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
    Read full review

    Online Training

    N-able

    No answers on this topic

    Zendesk

    Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
    Read full review

    Implementation Rating

    N-able

    No answers on this topic

    Zendesk

    I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

    The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
    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

    Zendesk

    I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
    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

    Zendesk

    • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
    • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
    • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
    Read full review

    Screenshots

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