Name: N-able MSP Manager
Rating: 9.9 (25 reviews)
Author: N-able

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Mobile App Development

Push Notifications

Development

K-12 Online Learning

Education

Audit

Business Intelligence (BI)

Collaboration

Embedded Business Intelligence (BI)

Environmental Health and Safety (EHS)

Org Chart

Procurement

Enterprise

Accounting

Crypto Asset Management

Merger and Acquisition

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

Employer of Record (EOR)

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Browser

Cloud Storage

Consulting and Advisory Services

Data Center Infrastructure Management

Data Center Virtualization

Data Observability

Data Pipeline

Distributed Denial of Service (DDoS) Protection

Enterprise Architecture Management

Extended Detection and Response (XDR)

Fraud Detection

IT Infrastructure Monitoring

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Network Monitoring

Network Performance Monitoring

Remote Monitoring and Management

Software Defined Networking (SDN)

Tower Servers

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Contact Management

Content Management

Email Marketing

Heatmap and Session Recording

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Product Configuration

Quote to Cash

Sales Coaching

Sales Gamification

Sales Intelligence

Sales

Auto Repair

Construction Workforce Management

Emergency Notification

Oil and Gas

Public Sector Software

Vertical-Specific

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### Ticketing and Requests Management
Users find that N-able MSP Manager's ticketing system and requests management capabilities are highly beneficial for tracking customer requests and monitoring technician activities. The integration with remote management software allows for efficient remote control of servers and client machines, enhancing overall productivity. While some users have reported minor issues with ticket refresh functionality, the overall consensus is positive regarding the system's effectiveness in streamlining customer support processes.

### Client and Customer Management
Some users appreciate the integration with SolarWinds RMM, which streamlines ticketing processes and enhances efficiency in managing client machines and endpoints. However, others have raised concerns about the disconnected nature of the systems, particularly in terms of on-premises versus hosted products. The lack of maturity in the system and the time-consuming configuration process have left some users feeling dissatisfied with the client and customer management aspects of N-able MSP Manager.

### Configuration and Deployment
Some users found the configuration process of N-able MSP Manager to be time-consuming and complex, requiring significant effort to set up alerts and monitor devices effectively. The lack of clarity regarding the hosting model and the need for extensive training before deployment were highlighted as drawbacks. On the other hand, there were positive remarks about the availability of support resources such as YouTube training and documentation to aid in the configuration process. Despite mixed feedback, the configuration and deployment capabilities of N-able MSP Manager seem to have room for improvement to meet the diverse needs of users.

### Monitoring and Alerts
The reviews indicate that users have expressed dissatisfaction with N-able MSP Manager's monitoring and alerts capabilities. Users have highlighted issues such as challenges in configuring probes, inaccurate default alerts, and the need for extensive manual configuration for each client. The lack of comprehensive device discovery and detailed metrics in monitoring have been cited as drawbacks. Additionally, users have raised concerns about the disconnected nature of the systems and undisclosed information regarding the hosted MSP Manager product. These sentiments suggest that there is room for improvement in enhancing the monitoring and alerts features of N-able MSP Manager to better meet the needs of users in various enterprise settings.

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.

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:
1. 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.
2. 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.
3. 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.

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.

All-inclusive PSA Software

ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.

Subscription

N-able MSP Manager

Professional Services Automation Software is a type of project management software for companies that need to plan, track, and invoice client projects. Beyond typical project management features like scheduling, task management, resource management, document management, and team collaboration, PSA tools also include features for generating quotes/estimates, invoicing, project & financial reporting, and otherwise communicating with clients.

Professional Services Automation

Likelihood to Recommend

Support Rating

N-able

Secretary

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Spiceworks Cloud Help Desk

ServiceNow IT Service Management

N-able N-central

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Senior Consultant

SolarWinds MSP Manager 2020-01-14 09:09:21

Evernote

QuickBooks Desktop Pro

Asana

Pulseway

Kaseya VSA

Sublime Text

Owner

SolarWinds MSP Manager 2019-01-04 14:21:52

ScreenConnect

N-able N-sight RMM

SolarWinds MSP Manager 2018-09-25 11:24:47

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Custom templates

Reporting capabilities

Quick and simple

Web interface

Auto refresh

Never use

Extra steps

Takes more time

User interface

Asset tracking

Easy to use

Month end

Quick to respond

Ticketing system

Team members

Professional look

Help desk

Incident management

Service level

Mobile application

Home

Professional Services Automation Software

We use MSP to support the business through documenting and tracking multiple clients/jobs, hours spent on each project with details of the work done, and multiple employees and their work. The company is quick to respond if there is an issue using either email or live chat. They are friendly and professional.

Communicates well with clients.
Quick to respond when there is an issue.

Labeling/titling work "labels" without all the extra steps.

Certainly has made it easier to track our clients.
Tracks spent hours on each job.

We are a managed services provider. We use MSP Manager as our primary ticketing system across all our clients. We are using it for about 20 different clients. Some small, and 2 companies with over 500 employees. We use it for issue tickets and for project requests, that each client may need.

Needs to auto refresh when tickets come in
Reporting in MSP Manager is terrible

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

Solarwinds Backup, SolarWinds Mail Assure, SolarWinds N-central, Spiceworks and ServiceNow

SolarWinds N-central, SolarWinds Mail Assure, Solarwinds Backup

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.

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)

Evernote, Asana, Sublime Text, QuickBooks Pro

We used MSP Manager across the whole organization to help manage all of our current helpdesk tasks. It kept track of time, billing, and our ticketing system.

Help Desk Ticketing is very easy to use and organize.
Billing is robust and keeps track of client contracts and time very well.
Role management and ticket routing client are very robust.

The options for billing take a lot of learning and tweaking to get just right for your company. It could be easier and have more options to choose from.
Custom templates for automatic helpdesk responses would be very helpful.
Per user-banked responses for each user to have quick replies to general tickets.

It helped keep us organized and well managed.
It made us be able to keep track of time better, resulting in more time being billed.
It made us more responsive to client issues and less likely to forget anything.

SolarWinds Remote Monitoring & Management, QuickBooks Online, ConnectWise Control (formerly ScreenConnect)

N-able MSP Manager

Overview

What is N-able MSP Manager?