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N-able MSP Manager

N-able MSP Manager

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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Recent Reviews

TrustRadius Insights

One of the key use cases for this product is its ability to track customer support requests and manage tickets. Customers can submit their …
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MSP Manager Review

8 out of 10
September 25, 2018
Incentivized
We used MSP Manager across the whole organization to help manage all of our current helpdesk tasks. It kept track of time, billing, and …
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Pricing

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

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Product Details

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

Screenshot of N-able MSP Manager Dashboard

N-able MSP Manager Integrations

N-able MSP Manager Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(24)

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!

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:

  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.

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.

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
Tamara Ham | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
It's a good company to grow with because as needs change there are more features available.
Incident and problem management (7)
77.14285714285714%
7.7
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Service restoration
80%
8.0
Self-service tools
70%
7.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
80%
8.0
ITSM asset management (3)
50%
5.0
Configuration mangement
70%
7.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
N/A
N/A
Change management (2)
40%
4.0
Change calendar
N/A
N/A
Service-level management
80%
8.0
  • Certainly has made it easier to track our clients.
  • Tracks spent hours on each job.
They're good at resolving issues when they arise.
January 14, 2020

Don't buy this.

Score 1 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Web Based
  • Automated Ticket creation
  • Needs to auto refresh when tickets come in
  • Reporting in MSP Manager is terrible
If you have a small market client, with just a couple of employees, then this may be ok. You have to create each contact (anyone who will submit a ticket) manually. There is no upload option. You can give a list to SolarWinds and they will upload them, but they can't include title, phone numbers, or set them to use the portal. It's as if they tried to make the worst ticketing software possible.
Incident and problem management (4)
12.5%
1.3
Organize and prioritize service tickets
20%
2.0
Expert directory
10%
1.0
Service restoration
10%
1.0
Self-service tools
10%
1.0
ITSM asset management
N/A
N/A
Change management (2)
15%
1.5
Change calendar
10%
1.0
Service-level management
20%
2.0
  • 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
I want to be clear. I did not choose MSP Manager, it was thrown at me, purchased by someone who did not understand how bad this tool was. I have used other ticket systems, Remedy, Spiceworks, and ServiceNow. Those all work, and do a lot of things this can't. We have to export a list of all tickets, then use BI tools to try and work the data, just to get reports on completed tickets. It's truly terrible. I would recommend having users send a carrier pigeon over using this awful awful tool.
I had the chance to talk to SolarWinds reps at their Empower conference. They asked how we liked MSP Manager. (For full disclosure, we use their whole suite of products). I told them it's the worst ticket software I have ever used. They said that it wasn't the first time they had heard that. I did not doubt that he was telling the truth.
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