Great help desk solution for small business.
A cost effective solution to help desk ticking including the ability to track time and reporting for billing purposes. It's great that multiple people can collaborate on tickets and you have the ability to communicate directly while your customers can follow progress made from the opening to closing of the ticket.
The integration of the PSA with solarwinds RMM. I can simply syc the two and have my customers automatically imported into MSP Manager. I like having the ability to collaborate with my team on tickets. MSP Manager provides time and expense tracking which helps us capture billable hours we had been missing previously.
New Customer setup can be difficult, time consuming and a bit confusing. You have to setup all aspects of a customer account before you can create a ticket unless that customer is being imported from your RMM. Once you have entered a couple customers it becomes easier.
Good if you can't get better
So, we have been using MSP Manager for about a year now. I can't say anything good about it. It is clear they took different tools and tried to cram them together, but not very well. It runs so slow. If I go into a ticket and mark it as "in Progress" and want to save a message to it, I have to save multiple times. Every change or note requires it's own save. No real reporting functionality. It's very counter intuitive. Having used Service Now, Remedy, and Spiceworks. All of those tools do a much better job
Web-based, I guess is a plus. Does incorporate Solarwinds N-Central.
Difficult to use. Slow response. Bad UI. Every step requires a save.
Simple and clean interface, easy to use.
Excellent solution for MSP
On par with other SolarWinds products
Work in progress
Still in Beta, but so far so good.
We are currently in beta with this product. So far its been easy to integrate and use compared to the service desk program.
Its still a fairly new product, it was a bit slow to get started but support has been helpful trying to get us started.