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Managed Service Providers (MSP) Software with Support Ticket Management (2026)

Last updated: February 2026

Why is support ticket management important for managed service providers (MSP) software users?

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

Support ticket management enables efficient issue tracking, client communication, and workflow automation. It helps prioritize tasks, integrates with other systems, and allows customization to meet specific business needs, enhancing overall service delivery. Of the 78 reviewers who rated support ticket management, 91% rated this feature as important or highly important.

Key features of managed service providers (MSP) software based on insights from 807 verified reviews

Remote Access/Control: Reviewers appreciate the ability to control multiple machines securely, reducing travel costs and enabling faster issue resolution. 93% of reviewers rated this feature as important or highly important.
Server Monitoring: Reviewers highlight the importance of monitoring server performance, setting custom alerts, and ensuring uptime through automated actions. 91% of reviewers rated this feature as important or highly important.
Remote Monitoring & Management: Users note the time savings and efficiency gained from proactive monitoring, script automation, and policy management. 90% of reviewers rated this feature as important or highly important.
Backup and Recovery: Reviewers emphasize reliability and ease of use, appreciating features like remote restores, cloud backups, and version control. 89% of reviewers rated this feature as important or highly important.
Patch Management: Users find automating patch deployment critical for security, with features allowing customization and easy tracking across multiple devices. 89% of reviewers rated this feature as important or highly important.