N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…
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Zoho Desk
Score 7.7 out of 10
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Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
N-able MSP Manager
Zoho Desk
Editions & Modules
No answers on this topic
Free
$0
Express
$9
per month per user
Standard
$20
per month per user
Professional
$35
per month per user
Enterprise
$50
per month per user
Offerings
Pricing Offerings
N-able MSP Manager
Zoho Desk
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
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A discount is offered for yearly billing.
More Pricing Information
Community Pulse
N-able MSP Manager
Zoho Desk
Features
N-able MSP Manager
Zoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
N-able MSP Manager
-
Ratings
Zoho Desk
8.6
Ratings
7% above category average
Organize and prioritize service tickets
00 Ratings
8.90 Ratings
Expert directory
00 Ratings
7.90 Ratings
Subscription-based notifications
00 Ratings
7.90 Ratings
ITSM collaboration and documentation
00 Ratings
10.00 Ratings
Ticket creation and submission
00 Ratings
8.50 Ratings
Ticket response
00 Ratings
8.50 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
N-able MSP Manager
-
Ratings
Zoho Desk
8.9
Ratings
13% above category average
External knowledge base
00 Ratings
8.90 Ratings
Internal knowledge base
00 Ratings
8.90 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.
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.
Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions
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.
Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.
For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.
By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly
