SolarWinds MSP Manager Pricing, Features, Reviews & Comparison of Alternatives

SolarWinds MSP Manager

Help desk & billing software for IT service businesses

3.88/5 (8 reviews)

SolarWinds MSP Manager overview

What is SolarWinds MSP Manager?

SolarWinds MSP Manager is a cloud-based helpdesk & billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, reporting dashboards, and more.

SolarWinds MSP Manager offers a lightweight ticketing system, with a quick entry feature which 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 utilize 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.

SolarWinds 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. MSP Manager integrates with a range of accounting systems, including Xero, QuickBooks Desktop, and QuickBooks Online, allowing users to export all invoices in a single batch.
www.solarwindsmsp.com

Pricing

Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, Germany, Brazil, Mexico

Supported languages

English, Dutch, French, German, Italian and 4 other languages, Polish, Portuguese, Spanish, Swedish
SolarWinds MSP Manager screenshot: Engineers can view all tickets assigned to themMSP Manager Goes Global!SolarWinds MSP Manager screenshot: Notes and expenses can be recorded on ticketsSolarWinds MSP Manager screenshot: Appointments can be scheduled and synced with other calendarsSolarWinds MSP Manager screenshot: Appointment locations can be viewed on a mapSolarWinds MSP Manager screenshot: Time spent on each job can be tracked using the built-in timers

SolarWinds MSP Manager user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  3.5
  3.3
  4.0
Chris Hartwig

Great help desk solution for small business.

Used daily for less than 6 months
Reviewed 2018-01-17
Review Source: Capterra

A cost effective solution to help desk ticking including the ability to track time and reporting for billing purposes. It's great that multiple people can collaborate on tickets and you have the ability to communicate directly while your customers can follow progress made from the opening to closing of the ticket.

Pros
The integration of the PSA with solarwinds RMM. I can simply syc the two and have my customers automatically imported into MSP Manager. I like having the ability to collaborate with my team on tickets. MSP Manager provides time and expense tracking which helps us capture billable hours we had been missing previously.

Cons
New Customer setup can be difficult, time consuming and a bit confusing. You have to setup all aspects of a customer account before you can create a ticket unless that customer is being imported from your RMM. Once you have entered a couple customers it becomes easier.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Chris Maddox

Good if you can't get better

Used daily for 1-2 years
Reviewed 2019-01-07
Review Source: Capterra

So, we have been using MSP Manager for about a year now. I can't say anything good about it. It is clear they took different tools and tried to cram them together, but not very well. It runs so slow. If I go into a ticket and mark it as "in Progress" and want to save a message to it, I have to save multiple times. Every change or note requires it's own save. No real reporting functionality. It's very counter intuitive. Having used Service Now, Remedy, and Spiceworks. All of those tools do a much better job

Pros
Web-based, I guess is a plus. Does incorporate Solarwinds N-Central.

Cons
Difficult to use. Slow response. Bad UI. Every step requires a save.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 2/10

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Anonymous

Simple and clean interface, easy to use.

Used daily for 6-12 months
Reviewed 2018-07-02
Review Source: Capterra

Pros
Easy to figure out, and you don't really need training. Just get up and go with it. Easy to manage state of the ticket.

Cons
Has some odd bugs here and but the support team is usually quick to fix them depending on how breaking it is.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Angel Reale

Excellent solution for MSP

Used daily for 6-12 months
Reviewed 2018-01-10
Review Source: Capterra

Pros
Stable platform with great features. Also, the company has a site to upload suggestions an enhancements.

Cons
The web interface is sometimes slow and the reporting can be better. Also de auto refresh need to be perfected.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Vania Yazzie

On par with other SolarWinds products

Used daily for free trial
Reviewed 2019-01-25
Review Source: Capterra

Pros
I like that you can create tickets that have timers to make it easier to track how much time was spent assisting a customer.

Cons
Hard to setup; I wish there was an easier way to setup clients in the system.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 5/10

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SolarWinds MSP Manager pricing

Pricing options
Subscription
Free trial
View Pricing Plans

Free trial, no credit card required.
Contact SolarWinds MSP for pricing information.

SolarWinds MSP Manager features

Activity Dashboard
Automatic Notifications
Data Import/Export
Reporting & Statistics

API (442 other apps)
Access Control (191 other apps)
Activity Tracking (127 other apps)
Alerts / Escalation (126 other apps)
Auditing (131 other apps)
Collaboration Tools (114 other apps)
Compliance Management (136 other apps)
Data Visualization (144 other apps)
Drag & Drop Interface (128 other apps)
Monitoring (270 other apps)
Real Time Data (128 other apps)
Real Time Monitoring (155 other apps)
Role-Based Permissions (115 other apps)
Search Functionality (128 other apps)
Third Party Integration (259 other apps)
Workflow Management (143 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for SolarWinds MSP Manager

Key features of SolarWinds MSP Manager

  • Ticketing management system
  • Batch invoice generation and integrated billing
  • Secure customer management
  • Knowledge management
  • Customer and service histories
  • Ticket histories
  • Accounting system integrations - QuickBooks and Xero
  • Time-tracking: pausable, stackable timers (desktop & mobile)
  • Contract utilization statistics
  • Customer dashboard
  • Technician dashboard
  • Intuitive user portal
  • Cloud-based solution
  • Mobile app (iOS and Android)
  • Full access to help desk & billing knowledge in mobile app
  • Add photos and video to tickets via mobile app
  • Push Notifications for new tickets/updates to mobile devices
  • Create standard & customizable service packages
  • Integrates with RMM & N-Central for a SPOG experience
  • Create, time, manage & document tickets in RMM Dashboard
  • Automatically generate tickets when RMM detects an issue
  • Brandable, customizable end user portal
  • Quickbooks and Xero
  • Push notifications
  • Store comprehensive customer information and service history
  • Customizable branding
  • Comprehensive service, asset and ticket histories
  • Fast detailed invoicing; integrated billing
  • Bill projects by actual time worked
  • Ticket status tracking
  • Filter dashboards by client to view billable time
  • Reporting dashboards
  • Scheduling, recurring on-sights
  • Store comprehensive service histories
  • Batch billing exports
  • Detailed defensible invoices
  • Export scheduled on-sites & tickets (even recurring) to iCal
  • Panoramic business dashboards; on command reporting
  • Billable hours tracking
  • Track support tickets
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Benefits

The native mobile apps for iOS and Android allow technicians to view open tickets, customer histories, and ticket histories, track their time, access device details, and more.

Invoices can be generated for clients individually or in batches, and every invoice includes details of tickets, service items, time entries, and expenses.

The customer portal can be branded with company logos, and allows clients to submit trouble tickets, track ticket statuses, and more.

Dashboards and reports give users insight into contract utilization, customer stats, employee stats, revenue forecasts, and other key information.

The drag-and-drop calendar interface allows users to schedule and reschedule appointments, with iCal appointments automatically generated to export to external calendars, and the ability to view engineers’ workloads to prevent over or under-booking.