MSP Manager Review
September 25, 2018

MSP Manager Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds MSP Manager

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.
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.
SolarWinds Remote Monitoring & Management, QuickBooks Online, ConnectWise Control (formerly ScreenConnect)
It is very well suited for MSPs with multiple employees and 10 or more clients. It is not very well suited for a small MSP with 1 employee and only a few clients.

N-able MSP Manager Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Service-level management