N-able MSP Manager vs SolarWinds Web Help Desk comparison

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Executive Summary

We performed a comparison between N-able MSP Manager and SolarWinds Web Help Desk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
EfstathiosDamianos
Dr. SureshHungenahally
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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."

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"Once installed, it runs like a charm and doesn't ever crash.""SolarWinds is scalable as far as adding devices and servers.""It is easy to use.""The most valuable feature of this solution is the assets management module.""It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

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Cons
"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.""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."

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"This solution needs to have mobile application support added.""We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning).""The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds.""A little outdated compared to newer products that include protection and detection.""It would be good if there were training and tutorial videos on the Web Help Desk."

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Pricing and Cost Advice
  • "Don't get scared of the price tag because it's definitely worth it."
  • "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."
  • More N-able MSP Manager Pricing and Cost Advice →

  • "When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
  • "They charge by the technician. It costs $117 per technician per year."
  • More SolarWinds Web Help Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I am impressed with the tool's integration with our mail system.
    Top Answer:The tool needs to improve its customization of the user interface.
    Top Answer:We use the solution for the instant management of our support customers.
    Top Answer:Once installed, it runs like a charm and doesn't ever crash.
    Top Answer:It would be good if there were training and tutorial videos on the Web Help Desk. There are videos on the website, but it would be handy if they were on the Web Help Desk.
    Ranking
    27th
    out of 59 in Help Desk Software
    Views
    536
    Comparisons
    405
    Reviews
    1
    Average Words per Review
    298
    Rating
    7.0
    17th
    out of 59 in Help Desk Software
    Views
    1,003
    Comparisons
    505
    Reviews
    1
    Average Words per Review
    254
    Rating
    10.0
    Comparisons
    Also Known As
    SolarWinds LOGICnow, SolarWinds MSP Manager
    Learn More
    Overview

    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.

    SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

    1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
    2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
    3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
    4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
    5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
    6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
    Sample Customers
    Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
    Instacart
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company21%
    Media Company8%
    Manufacturing Company8%
    Financial Services Firm8%
    VISITORS READING REVIEWS
    Educational Organization71%
    Computer Software Company4%
    Government3%
    University3%
    Company Size
    VISITORS READING REVIEWS
    Small Business48%
    Midsize Enterprise11%
    Large Enterprise40%
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise72%
    Large Enterprise18%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    N-able MSP Manager is ranked 27th in Help Desk Software with 3 reviews while SolarWinds Web Help Desk is ranked 17th in Help Desk Software with 6 reviews. N-able MSP Manager is rated 8.4, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". N-able MSP Manager is most compared with JIRA Service Management, Freshdesk and ServiceNow, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.