N-able MSP Manager Reviews

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 automatic ticket creation whenever failures or alarms are detected. This automation streamlines our entire incident management process.

As a Managed Service Provider (MSP), our technical team is dedicated to monitoring client infrastructure. Each engineer is assigned to a specific client, and when an issue arises in their environment, MSP Manager automatically generates a ticket and assigns it to the responsible engineer.

MSP Manager also enhances our team’s efficiency by offering time-tracking for each task, allowing us to monitor how much time is spent resolving issues. Additionally, it enables us to assign tickets based on each engineer’s expertise—virtualization issues are directed to specialists in that field, while cloud-related problems are assigned to engineers with the appropriate qualifications. This ensures faster and more effective problem resolution by aligning tasks with the right expertise.

Compared to the traditional way, it's a significant improvement in our response time. N-able's integrated systems provide time and effort savings, adding value to our processes.

In the traditional way, we would wait for the client to report a problem. Now, with RMM integration, we're notified immediately when an issue occurs. MSP Manager then creates a ticket and assigns it to the appropriate specialist, ensuring faster resolution.

The ability to monitor and track engineer performance, including time spent and resolution steps [how he resolved the problem/what process he had to resolve the problem], further enhances service levels and saves time and effort. This leads to faster response times and increased client satisfaction. As management, we also get valuable insights into each ticket and its resolution process.

One of the greatest advantages for us, given that we utilize the full suite of N-able products, is that MSP Manager centralizes everything through a unified portal. This eliminates the need to switch between different tools, as alarms and triggers are automatically converted into tickets within the same system.

From this centralized portal, we can easily track ticket creation and assignments. Thanks to the RMM integration, we also have immediate access to comprehensive information about the user's device directly from the same page. This includes:

• The nature of the problem,
• The specific device experiencing the issue,
• The user associated with the device,
• And other relevant details.

Moreover, the integration with Passportal allows us to view device credentials directly on the same page, giving us everything we need to resolve client issues efficiently. This unified platform enables us to receive client issues, remotely access their devices, gather all necessary information, and access credentials and tools—all from a single location.

Additionally, MSP Manager includes a knowledge base that helps us resolve issues by referencing solutions to past problems. This centralized approach streamlines our workflow and enhances efficiency.

Another key feature is its multi-tenant capability, allowing us to maintain separate ticketing systems and notification configurations for each client. Importantly, we can create customized Service Level Agreements (SLAs) tailored to each client's unique needs. Some clients may require critical issues to be resolved within an hour, while others may have more flexible timelines.

The system is intelligent enough to detect SLA requirements and monitor the time taken to resolve tickets based on their severity. It provides alerts if a resolution is at risk of exceeding the agreed-upon timeframe, helping us avoid SLA violations. The system also sends reminders before any potential breaches, ensuring that we consistently deliver services within the promised timeframe.

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.

I have been working on it for more than one and a half years. 

It's very stable. All their products are very stable. We use all N-able products daily, and I can't recall facing any problems or outages.

So because most of N-able products are cloud-based, N-able handles the maintenance and infrastructure, and they've invested well in their infrastructure.

All N-able products are scalable because they are designed for MSPs, where scalability is a very important thing.  

We can create as many clients as we want and expand our team without any limitations. It's just a matter of adding the subscription, and you can continue your work without interruption or delay. It's very scalable.

The customer service and support is very good. They have a great team. 

Positive

N-able MSP Manager is cloud-based, eliminating the need for installation and simplifying the setup process. Configuration is straightforward and user-friendly.

Users can quickly start by creating clients and adding contacts under each client. You can also input essential client information, such as passwords, expiry dates, and articles.

Team members can be assigned to specific clients, granting them access to manage and resolve tickets. The system's configuration is uncomplicated, with no installation required. All maintenance and updates are handled by the N-able team, ensuring a hassle-free experience.

By using N-able MSP Manager, we are 100% confident that we’re saving both time and effort, making management more efficient for our team and our clients. Additionally, it empowers us to deliver the service levels we commit to through well-defined Service Level Agreements (SLAs). The system ensures strict compliance with these SLAs, enabling us to consistently meet and exceed our clients' expectations. The value of using N-able MSP Manager is undeniable, as it not only streamlines our operations but also enhances the quality of service we provide.

I would rate the pricing a six out of ten, where one is cheap, and ten is expensive. It's a little bit more than average

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, automatically assigning them to the appropriate personnel. Additionally, it allows users to define and customize workflows for different clients, ticket types, customers, devices, and problem categories. This powerful automation feature, potentially enhanced by AI, significantly boosts efficiency.

I would rate MSP Manager a ten out of ten, where one represents a poor product and ten signifies excellence. When we present MSP Manager to clients, they consistently recognize the value it offers, particularly its automation features, which always capture their interest.