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

2,174 Views
1,326 Comparison Views

92% willing to recommend

N-able MSP Manager

Read 4 N-able MSP Manager reviews

581 Views
465 Comparison Views

100% willing to recommend

Freshdesk

N-able MSP Manager

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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.

To learn more, read our detailed Freshdesk vs. N-able MSP Manager Report (Updated: November 2025).

Buyer's Guide

Freshdesk vs. N-able MSP Manager

November 2025

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Helped 873,665 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

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (4th)

N-able MSP Manager

Ranking in Help Desk Software

28th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

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
Product	Market Share (%)
Freshdesk	2.8%
N-able MSP Manager	1.2%
Other	96.0%

Help Desk Software

Featured Reviews

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

User interface facilitates smooth ticket management and customer satisfaction

I have been using Freshdesk for over a year. Based on my experience, I work with several CRM tools, including Freshdesk, Zendesk, and Intercom. One of the reasons why I love Freshdesk is that the user interface is smooth and it is pretty easy to understand, especially for someone that is coming in as a new agent. The way the ticketing is arranged makes it easier to respond to tickets and to prioritize them based on their urgency, whether they are high, medium, or low priority. In the organization I worked with that used Freshdesk, when I was brought into the system, they added me as an agent, giving me a chance to go through the various tickets. When a customer ticket comes in, Freshdesk is easy to use and easy to respond to. Occasionally, I also had the opportunity to expand their knowledge base, especially through the solution center where you have FAQs. If you identify frequent complaints that customers have over a certain time, you can create a detailed explanation, add it to the FAQs, and run with it. My experience with Freshdesk has been very good and easy to use.

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Yazan Albaw

Customer Success Director at We Cybers

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

"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."

"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."

"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"Technical support is outstanding."

"The UI is easy to use."

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."

More Freshdesk pros

"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."

"I am impressed with the tool's integration with our mail system."

"This is a premier product and it has been around for a long time."

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

Cons

"It should enhance its service and its reporting capabilities."

"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"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 reporting, analysis modules and insights capabilities for this solution could be improved."

"Asset management and branding are two areas in the solution that have scope for improvement."

"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

"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."

More Freshdesk cons

"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."

"The tool needs to improve its customization of the user interface."

"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."

Pricing and Cost Advice

"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 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."

"It is costly."

"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."

"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."

"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."

"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

17%

Manufacturing Company

Financial Services Firm

University

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	5
Large Enterprise	9

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?

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

Comparisons

ServiceNow vs Freshdesk

Compared 19% of the time

JIRA Service Management vs Freshdesk

Compared 7% of the time

TOPdesk vs Freshdesk

Compared 7% of the time

Maven AGI vs Freshdesk

Compared 6% of the time

Salesforce vs Freshdesk

Compared 6% of the time

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ServiceNow vs N-able MSP Manager

Compared 37% of the time

JIRA Service Management vs N-able MSP Manager

Compared 33% of the time

SolarWinds Web Help Desk vs N-able MSP Manager

Compared 16% of the time

ManageEngine ServiceDesk Plus vs N-able MSP Manager

Compared 14% of the time

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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

November 2025

Free Report: Freshdesk vs. N-able MSP Manager

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