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One of the key use cases for this product is its ability to track customer support requests and manage tickets. Customers can submit their …
Overview
What is N-able MSP Manager?
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…
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What is N-able MSP Manager?
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…
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What is N-able MSP Manager?
N-ableâ„¢ 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 created automatically from emails, with all email correspondence between clients and technicians captured within the ticket. Engineers can view their assigned tickets in the dashboard, prioritize work, and use the built-in timer to track time spent on each ticket. The native mobile apps for Android and iOS also allow technicians to create and view tickets, track time and expenses, receive notification of updates or changes, capture issues in notes or photos, access customer, location, device, and system information, and check standard procedures and configurations.
MSP Manager allows users to create invoices in batches and generate sample invoices to preview bills for individual clients. Billing is based on the time logged by engineers, but users can also log scheduled client appointments as billable time rather than having engineers create tickets. All invoices include details of service items, tickets, logged time, and expenses to keep clients informed of exactly what they are paying for.
N-able MSP Manager Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
N-able MSP Manager Screenshots
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N-able MSP Manager Competitors
N-able MSP Manager Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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One of the key use cases for this product is its ability to track customer support requests and manage tickets. Customers can submit their requests directly to the software, providing a streamlined process for issue resolution. Additionally, technicians can log the time spent on customer requests, allowing for accurate billing and efficient resource allocation. This feature has been praised by users for its effectiveness in consolidating data and facilitating better communication between support teams and customers.
Another important use case is the integration with remote management software, which enables remote control of servers and client machines. This functionality greatly enhances productivity by eliminating the need for technicians to physically access devices, especially in scenarios where servers are located in different locations. Many users have reported improved efficiency and reduced downtime as a result of this feature.
The software also excels at managing client endpoints, servers, and other networked devices. It provides an excellent experience for managed service providers - MSPs - as it allows them to efficiently handle multiple clients in one place. MSPs can easily track enrolled students in educational institutions or keep residential and commercial clients separate but together in the same database. The automation of tracking and billing for subscribed clients has been particularly appreciated by users, saving them significant time and effort.
Furthermore, this product functions as a comprehensive helpdesk tool by offering ticketing, time tracking, and scheduling capabilities. Users have found it invaluable as it streamlines helpdesk tasks and ensures that all issues are documented and resolved promptly. The ability to automate and customize reports sent to clients further enhances the overall support experience.
Overall, this product is highly regarded for its versatility in various industries such as call centers, managed service providers, educational institutions, and more. Its features facilitate efficient problem-solving, effective communication with customers, streamlined workflows, and accurate billing processes.
Simplicity and Efficiency of Monthly Billing: Many users have praised the simplicity and efficiency of the monthly billing system. They appreciate that it is straightforward and easy to manage, without unnecessary extra features. This has made their billing process more streamlined and hassle-free. Convenient Centralized Ticketing System: The centralized ticketing system has received high praise from users. They find it convenient to have all their tickets in one place, making it easier to manage and track them effectively. This centralized approach saves time and improves overall productivity. Valuable Seamless Integration with RMM Software: Users highly value the integration of ticketing and timer functions with RMM software, specifically N-Able. They find the seamless billing integration to be a valuable feature, which simplifies their workflow. This integration allows for smooth collaboration between different tools, enhancing their overall experience. In summary, users appreciate the simplicity and efficiency of the monthly billing system, find the centralized ticketing system convenient, and value the seamless integration with RMM software. These positive aspects contribute to an improved user experience and increased productivity for customers using this tool.
Cons:
- Limited functionality and lack of integrations: Several users have expressed dissatisfaction with the limited functionality of the software and its lack of integration with other products. This has hindered their ability to streamline workflows and maximize productivity.
- Slow support response times: Users have reported experiencing slow support response times, with some expressing frustration over having to wait for 48-72 hours for assistance. This delay in resolving issues has caused inconvenience and hindered their ability to effectively use the software.
- Stability issues and frequent crashes: Many users have encountered stability issues with the software, noting that it often crashes regardless of the browser being used. They have also mentioned problems such as disappearing time entries or multiple entries showing up, resulting in clients being charged more than they should be. These technical glitches have caused frustration and disrupted their workflow.
Users have made several recommendations for MSP Manager based on their experiences. Some of the most common recommendations include trying the fully featured demo before purchasing to explore its capabilities, being prepared for the learning curve involved in using MSP Manager, and appreciating the excellent customer support and quick bug fixes provided by the team. Despite encountering a few challenges, users highly recommend MSP Manager as a reliable option for meeting basic ticketing and billing system needs.
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Reviews
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January 05, 2019
The best solution if you already use SolarWinds' other products.
I provide IT services to small businesses and non-profits, both break/fix and managed services. I use MSP Manager in concert with SolarWinds RMM for ticketing and billing. It helps to automate the tracking and billing of my subscribed clients. I tried to use it as a ticketing system for my unmanaged clients, but it's a bit slow and cumbersome for that, and doing that work in QuickBooks seemed just as useful.
- Billing automation straight through to Quickbooks' desktop has saved me a lot of time for clients on subscriptions. Adding tickets during the month and having them all show up in the Quickbooks invoices at month-end is a godsend in terms of time spent in billing/invoicing.
- The ticketing system in the helpdesk definitely gives my business a more professional look, especially for clients looking for that kind of ticketing system.
- Alerting me to aging tickets and the use of SLA (service level agreements) helps me prioritize client responses. Even with some of my better clients who don't have an SLA with me, I set up some fake SLAs to ensure I am responding in a timely manner.
- 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.
60%
6.0
10%
1.0
20%
2.0
- For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
- The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.
- Pulseway and Kaseya Virtual System Administrator (VSA)
The most important factor was integration with my RMM, so once I chose SolarWinds RMM, MSP Manager was the obvious choice.