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Freshdesk vs N-able MSP Manager comparison

Freshworks and N-able are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.3, while N-able is ranked #28. Freshworks holds a 2.8% mindshare in HDS, compared to N-able’s 1.2% mindshare. Additionally, 92% of Freshworks users are willing to recommend the solution, compared to 100% of N-able users who would recommend it.
Freshdesk
Read 36 Freshdesk reviews
  • 2,111 Views
  • 1,330 Comparison Views
92% willing to recommend
N-able MSP Manager
Read 4 N-able MSP Manager reviews
  • 557 Views
  • 440 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and N-able MSP Manager are products in the customer support and managed service provider categories, respectively. Freshdesk has the upper hand in affordability and customer support efficiency, while N-able MSP Manager excels in technical features, justifying its higher cost.

Features: Freshdesk provides automated workflows, multi-channel support, and intuitive ticketing systems. It offers customizable solutions and efficient ticket management with integrations across various communication platforms. N-able MSP Manager delivers advanced service operations management, integrated billing, and remote monitoring and management (RMM) capabilities, enhancing its comprehensive service offerings.

Room for Improvement: Freshdesk could improve by offering more comprehensive customization options in its knowledge base and expanding the visual appeal of its dashboards. Its API, while powerful, may need enhancements for broader integrations. More advanced reporting options could increase value for larger operations. N-able MSP Manager needs smoother integration with third-party tools and a more simplified initial setup process. Improved user training resources and expanded automation features could also enhance usability.

Ease of Deployment and Customer Service: Freshdesk, as a cloud-based solution, allows rapid deployment and minimal setup, supported by responsive customer service. Its ease of use and simplicity in onboarding are significant advantages. N-able MSP Manager offers professional support tailored to MSP needs but requires more integration effort with existing systems, potentially complicating deployment for less technical teams.

Pricing and ROI: Freshdesk's competitive pricing and scalable plans contribute to significant ROI, focusing on cost-effective customer support solutions. Its pricing begins from a free tier, making it accessible for smaller firms. N-able MSP Manager's higher initial costs align with its extensive feature list, offering greater long-term ROI for businesses needing comprehensive service management. While more expensive, its value is seen in its comprehensive integrations and management efficiency.

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To learn more, read our detailed Freshdesk vs. N-able MSP Manager Report (Updated: September 2025).
Buyer's Guide
Freshdesk vs. N-able MSP Manager
September 2025
Download the complete report
Helped 872,778 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshdesk
Ranking in Help Desk Software
5th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
36
Ranking in other categories
Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (5th)
N-able MSP Manager
Ranking in Help Desk Software
28th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (30th)
 

Mindshare comparison

As of November 2025, in the Help Desk Software category, the mindshare of Freshdesk is 2.8%, down from 4.0% compared to the previous year. The mindshare of N-able MSP Manager is 1.2%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
Freshdesk2.8%
N-able MSP Manager1.2%
Other96.0%
Help Desk Software
 

Featured Reviews

Bharanidharan K - PeerSpot reviewer
User-friendly interface but needs enhancement in ticket tracking and response times
There is no room for improvement in Freshdesk. We can set a time period for particular employees as something that could be better. For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.
Read full review
Yazan Albaw - PeerSpot reviewer
N-able MSP Manager centralizes service management, automates ticketing, and enhances client communication for streamlined IT operations.
For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client. Currently, we have to manually enter each contact’s details one by one, including their name, last name, password, and other information. It would be much more efficient if we could import contacts in bulk, perhaps using an Excel sheet or another import method. Additionally, it would be highly beneficial if MSP Manager could integrate with multiple RMM solutions. At the moment, we're limited to integrating with just one RMM, Expanding this capability would greatly enhance the versatility and value of MSP Manager.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Omnichannel is one of the most valuable features of the solution."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"I used Freshdesk for communication with the clients, such as real-time chats."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
More Freshdesk pros
"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
 

Cons

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."
"The solution's inbound calls could be improved."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
More Freshdesk cons
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The tool needs to improve its customization of the user interface."
"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
 

Pricing and Cost Advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"The pricing is pretty manageable and acceptable."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
More Freshdesk pricing and cost advice
"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."
"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."
"Don't get scared of the price tag because it's definitely worth it."
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Manufacturing Company
8%
Financial Services Firm
7%
Government
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business21
Midsize Enterprise5
Large Enterprise8
No data available
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
See all answers
What needs improvement with Freshdesk?
With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.
See all answers
What is your primary use case for Freshdesk?
As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has played a huge role in ensuring that my customers stay happy, and happiness means d...
See all answers
What needs improvement with N-able MSP Manager?
For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client...
See all answers
What is your primary use case for N-able MSP Manager?
At We Cybers, we utilize multiple N-able products, including RMM, EDR, and Passportal. N-able MSP Manager seamlessly integrates our ticketing system with both RMM Insight and N-central, enabling au...
See all answers
What advice do you have for others considering N-able MSP Manager?
N-able MSP Manager also shines with its robust automation and workflow capabilities, which I find truly impressive. Users can automate the conversion of RMM triggers and alarms into tickets, automa...
See all answers
 

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Compared 38% of the time
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Compared 35% of the time
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Compared 17% of the time
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Product Reports

Buyer's Guide
Freshdesk
October 2025
Freshdesk reportDownload Freshdesk product report
Buyer's Guide
Help Desk Software
October 2025
N-able MSP Manager reportDownload N-able MSP Manager product report
 

Also Known As

No data available
SolarWinds LOGICnow, SolarWinds MSP Manager
 

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

  • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
  • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
  • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
  • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
  • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

    With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
  • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

  • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
  • Comprehensive security: Freshdesk’s security features allow you to:

    • Set custom access permissions for agents.
    • Perform comprehensive audits of networks and systems.
    • Secure your own support domain or vanity URL with custom SSL certificates.
    • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
    • Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

  • Intuitive, lightweight ticketing with seamless RMM and N-central® platform integrations.
  • Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
  • Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
  • Complete customer and knowledge management with a branded portal.
  • Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.
N-able
 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
Buyer's Guide
Freshdesk vs. N-able MSP Manager
September 2025
Free Report: Freshdesk vs. N-able MSP Manager
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