We performed a comparison between N-able MSP Manager and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"I am impressed with the tool's integration with our mail system."
"I would say the overall flexibility of the product is its most valuable feature."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The simplicity of the solution is excellent."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The solution can scale."
"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."
"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 administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"There is a learning curve for the users."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Currently, SysAid does not have a mobile application."
"SysAid has fewer AI features compared to other tools."
N-able MSP Manager is ranked 27th in Help Desk Software with 3 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. N-able MSP Manager is rated 8.4, while SysAid is rated 8.4. 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 SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". N-able MSP Manager is most compared with JIRA Service Management, ServiceNow and Freshdesk, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk.
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