TrustRadius Insights for N-able MSP Manager are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
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.
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.
Pros
Communicates well with clients.
Quick to respond when there is an issue.
Cons
Labeling/titling work "labels" without all the extra steps.
Likelihood to Recommend
It's a good company to grow with because as needs change there are more features available.
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
Likelihood to Recommend
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.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
If you are just looking for a ticketing and helpdesk system, I'd suggest looking elsewhere, as SolarWinds MSP is somewhat cumbersome and slow.
If you are looking to build managed services and a subscriber base, the tie in with their RMM product and the great integration with Quickbooks is really nice.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
VU
Verified User
Team Lead in Information Technology (1-10 employees)
