Don't buy this.
January 14, 2020

Don't buy this.

Chris Maddox | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds MSP Manager

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.

Pros

  • Web Based
  • Automated Ticket creation

Cons

  • 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
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.

Do you think N-able MSP Manager delivers good value for the price?

No

Are you happy with N-able MSP Manager's feature set?

No

Did N-able MSP Manager live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of N-able MSP Manager go as expected?

I wasn't involved with the implementation phase

Would you buy N-able MSP Manager again?

No

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.

N-able MSP Manager Feature Ratings

Incident and problem management
1.3
Organize and prioritize service tickets
2
Expert directory
1
Service restoration
1
Self-service tools
1
ITSM asset management ()
Not Rated
Change management
1.5
Change calendar
1
Service-level management
2

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