About MSP Manager

N-able MSP Manager is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards.

MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be created automatically from emails, with all email correspondence between clients and technicians captured within the ticket. Engineers can view their assigned tickets in the dashboard, prioritize work, and use the built-in timer to track time spent on each ticket. The native mobile apps for Android and iOS also allow technicians to create and view tickets, track time and expenses, receive notification of updates or changes, capture issues in notes or photos, access customer, location, device, and system information, and check standard procedures and configurations.

MSP Manager allows users to create invoices in batches and generate sample invoices to preview bills for individual clients. Billing is based on the time logged by engineers, but users can also log scheduled client appointments as billable time rather than having engineers create tickets. All invoices include details of service items, tickets, logged time, and expenses to keep clients informed of exactly what they are paying for. MSP Manager integrates with a range of accounting systems, including Xero, QuickBooks® Desktop, and QuickBooks Online, allowing users to export all invoices in a single batch.

Benefits: The native mobile apps for iOS and Android allow technicians to view open tickets, customer histories, and ticket histories, track their time, access device details, and more.

Invoices can be generated for clients individually or in batches, and every invoice includes details of tickets, service items, time entries, and expenses.

The customer portal can be branded with company logos and allows end customers to submit tickets and track ticket statuses.

Dashboards and reports give users insight into contract utilization, customer stats, employee stats, revenue forecasts, and other key information.

The drag-and-drop calendar interface allows users to schedule and reschedule appointments, with iCal appointments automatically generated to export to external calendars and the ability to view engineers’ workloads to prevent over or under-booking.


Key benefits of MSP Manager

  • The native mobile apps for iOS and Android allow technicians to view open tickets, customer histories, and ticket histories, track their time, access device details, and more.

  • Invoices can be generated for clients individually or in batches, and every invoice includes details of tickets, service items, time entries, and expenses.

  • The customer portal can be branded with company logos, and allows clients to submit trouble tickets, track ticket statuses, and more.

  • Dashboards and reports give users insight into contract utilization, customer stats, employee stats, revenue forecasts, and other key information.

  • The drag-and-drop calendar interface allows users to schedule and reschedule appointments, with iCal appointments automatically generated to export to external calendars, and the ability to view engineers’ workloads to prevent over or under-booking.

  • Images

    MSP Manager Software - MSP Manager Dashboard
    MSP Manager Software - Notes and expenses can be recorded on tickets
    MSP Manager Software - Appointments can be scheduled and synced with other calendars
    MSP Manager Software - Appointment locations can be viewed on a map
    MSP Manager Software - Time spent on each job can be tracked using the built-in timers
    MSP Manager Software - Engineers can view all tickets assigned to them
    View 7 more
    MSP Manager video
    MSP Manager Software - MSP Manager Dashboard
    MSP Manager Software - Notes and expenses can be recorded on tickets
    MSP Manager Software - Appointments can be scheduled and synced with other calendars
    MSP Manager Software - Appointment locations can be viewed on a map
    MSP Manager Software - Time spent on each job can be tracked using the built-in timers
    MSP Manager Software - Engineers can view all tickets assigned to them

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    Reviews

    Overall rating

    4.2 /5
    (12)
    Value for Money
    4/5
    Features
    4/5
    Ease of Use
    3.7/5
    Customer Support
    3.8/5

    Already have MSP Manager?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 12
    Jaco
    Jaco
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Bring me your issues!

    Reviewed on 2021/10/08

    Very good. Apart from attending to customer needs, I use the tickets scheduling and meetings...

    Very good. Apart from attending to customer needs, I use the tickets scheduling and meetings features to streamline my day and get my tasks done on time.

    Pros

    Ticket systems and MSP platform (almost) in one. My company has been using this platform for a while now. It is feature rich and customizable.

    Cons

    The ticket system runs in the background but does not auto refresh. You have to manually refresh it to see new assigned tickets.

    Hugh
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 2–10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    MSP Manager Revuew

    Reviewed on 2022/11/17

    MSP Manager allows us to be easily organised, and track staff activity well, on top of being able...

    MSP Manager allows us to be easily organised, and track staff activity well, on top of being able to track customer invoicing from within.

    Pros

    How simple and intuitive it is to use. Could easily be picked up by new hires with little training.

    Cons

    Occasionally there are bugs with completing tickets that have been unresolved for a long time.

    Chris
    Chris
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 2.0 /10

    Good if you can't get better

    Reviewed on 2019/01/07

    So, we have been using MSP Manager for about a year now. I can't say anything good about it. It...

    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

    Pros

    Web-based, I guess is a plus. Does incorporate Solarwinds N-Central.

    Cons

    Difficult to use. Slow response. Bad UI. Every step requires a save.

    Chris
    Chris
    Overall rating
    • Industry: Computer & Network Security
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Great help desk solution for small business.

    Reviewed on 2018/01/17

    A cost effective solution to help desk ticking including the ability to track time and reporting...

    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.

    Pros

    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.

    Cons

    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.

    Jaden
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51–200 Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Limited use, but no issues with it

    Reviewed on 2022/11/21

    Pros

    The layout of this product is very easy to use. Helps you to easily see information that is needed. The integration is great as well.

    Cons

    I have used this on a limited scale, so I do not have much to offer for dislikes.

    Showing 5 reviews of 12 Read all reviews

    MSP Manager FAQs

    Below are some frequently asked questions for MSP Manager.

    MSP Manager offers the following pricing plans:

    • Starting from: US$49.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Free trial, no credit card required. Contact N-able for pricing information.

    MSP Manager has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    MSP Manager supports the following languages:

    Dutch, English, French, German, Italian, Polish, Portuguese, Spanish, Swedish

    MSP Manager supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    MSP Manager integrates with the following applications:

    N-sight, QuickBooks Online, QuickBooks Online Advanced, Xero

    MSP Manager offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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