NinjaOne vs. Groove by OptimizeCX

Well suited for support and management of a large fleet of endpoints, particularly across multiple regions and locations. Its well suited for MSPs for this reason. Its also effective for managing patching and updates for server infrastructure, where some other products are unable to manage. Its useful being able to access these features across multiple networks and domains. There is an option to monitor network equipment such as switches, but it didn't provide any information that wasn't already provided in the switches cloud portal.

Incentivized

Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support

• Remote connections: the NinjaRemote client is spectacular and very easy to use and navigate. It quickly connects to customer systems so my engineers are able to work. As a bonus, they also offer a really good mobile app to connect to client systems.
• Antivirus: Bitdefender Endpoint Protection is built directly into the NinjaOne portal. This makes deploying and maintaining AV very easy.
• OS Patching: NinjaOne makes it very easy to handle patching across multiple clients and locations. It is very easy to use and doesn't take long to set up.
• Support: NinjaOne support is always very prompt and helpful.
• Documentation: the NinjaOne Dojo is a one-stop shop for all of your FAQs, guides, and forum needs. You can find almost anything here to help you deploy and maintain NinjaOne.
• Automation Library: NinjaOne comes preloaded with a large number of ready-to-go automations. They also provide you with a scripting module to create your own.

Incentivized

• Creates Tickets when someone emails in or you can create a ticket within the groove system.
• They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
• We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.

Incentivized

• NinjaOne does support Mac, however I would like to have more options for automation and scheduled task on Mac devices.
• I would like it if NinjaOne also provided an MDM solution.
• It would be nice is NinjaOne could integrate a PAM solution as well.

Incentivized

• Better Follow-up by customer success team
• More customization within their major features to fit both, large and small sales teams, alike
• Their site goes down fairly often

Incentivized

We already did. After evaluating many platforms, we found the cybersecurity of the company, its development direction, and the performance of the platform to be far superior at its price point.

Incentivized

NinjaOne is easy to use, intuitive, and provides great value for our organization specifically with inventory tracking and patch management. There is also a wealth of control from an RMM perspective that we have over our fleet of hardware as well as customer websites. The communications with our account representative is outstanding as well. I'd highly recommend for organizations to engage with NinjaOne, and this is from a user who's used other RMM's and related software offerings at different MSP's. Go NinjaOne!

Incentivized

It's well organized, but slow.

Availability is very good

Incentivized

The software loads quickly for the most part

Incentivized

Ninja support has always been top notch. They have always been responsive and efficient both in troubleshooting issues or talking to me at a high-level about on-going improvements or needed changes. Both sales and Technical support has been good and I've been very pleased with the Customer service we have received from Ninja

Incentivized

I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.

Easy to learn and all of the functions and features were easy to learn. Once I started learning all of the features and functions, it made my everyday tasks much easier and more productive. The user interface is very easy to use. If I did have any questions, the Ninja Dojo was a big help.

Incentivized

It was nice and self paced learning. The sections were easy to understand and the functionality was very worthwhile. The online training was very easy to learn and intuitive. I did not feel the need to ask for any clarification or assistance with any of the sections. I am still learning a lot of the functions but fined it very easy to use.

Incentivized

Use of Organizations and locations

Incentivized

NinjaOne has the most rounded set of features however I believe all of the programs have there own plus and minus points. We use a mixture of programs however NinjaOne is the most heavily used.

Incentivized

We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets

Overall the software is very reliable

Incentivized

• Allowed us to use our full IT staff in remote offices to troubleshoot
• The quick site response times helps reduce the time spent trying to find, connect, and fix systems
• The ease of use creates confidence from our users that we can quickly fix their problems from anywhere in the world.

Incentivized

• We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use