Help desk & billing software for IT service businesses
3.88/5 (8 reviews)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
Likelihood to recommend: 8/10
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
Likelihood to recommend: 2/10
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
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
Likelihood to recommend: 10/10
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
Likelihood to recommend: 5/10
Free trial, no credit card required.
Contact SolarWinds MSP for pricing information.