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, Freshworks and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: November 2022).
653,584 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
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."

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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 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.""It is easy to use."

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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."

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"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.""It would be good if there were training and tutorial videos on the Web Help Desk.""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 To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning).""A little outdated compared to newer products that include protection and detection."

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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."
  • 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 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… more »
    Top Answer: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… more »
    Top Answer:It is for the same things as ConnectWise, such as remote management, patch management, encryption, and backup. We don't do the backup because it is expensive, but it can do all of that. It is for… more »
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used… more »
    Ranking
    18th
    out of 58 in Help Desk Software
    Views
    819
    Comparisons
    610
    Reviews
    1
    Average Words per Review
    1,360
    Rating
    8.0
    31st
    out of 58 in Help Desk Software
    Views
    1,261
    Comparisons
    861
    Reviews
    3
    Average Words per Review
    439
    Rating
    7.0
    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.
    Offer
    Learn more about N-able MSP Manager
    Learn more about SolarWinds Web Help Desk
    Sample Customers
    Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
    Instacart
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company24%
    Comms Service Provider13%
    Government9%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Government9%
    Manufacturing Company8%
    Educational Organization5%
    Company Size
    VISITORS READING REVIEWS
    Small Business43%
    Midsize Enterprise13%
    Large Enterprise44%
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise14%
    Large Enterprise55%
    Buyer's Guide
    Help Desk Software
    November 2022
    Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: November 2022.
    653,584 professionals have used our research since 2012.

    N-able MSP Manager is ranked 18th in Help Desk Software with 1 review while SolarWinds Web Help Desk is ranked 31st in Help Desk Software with 4 reviews. N-able MSP Manager is rated 8.0, while SolarWinds Web Help Desk is rated 7.0. 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 Freshdesk, ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management and BMC Helix ITSM, whereas SolarWinds Web Help Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Spiceworks, Freshservice and Zendesk Guide.

    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.