SolarWinds MSP Manager

SolarWinds MSP Manager

Help desk & billing software for IT service businesses

4.4/5 (6 reviews)

SolarWinds MSP Manager Overview

SolarWinds MSP Manager is a cloud-based helpdesk & billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, reporting dashboards, and more.

SolarWinds MSP Manager offers a lightweight ticketing system, with a quick entry feature which 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 utilize 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.

SolarWinds 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.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, Europe and 5 others, Germany, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported Languages

Dutch, English, French, German, Italian and 4 others, Polish, Portuguese, Spanish, Swedish

SolarWinds MSP Manager Reviews

Overall rating
4.4/5
83% positive reviews
0
Excellent
5
Very good
0
Average
0
Poor
1
Terrible
Chris H.

Great help desk solution for small business.

Used Daily for 1-5 months
Reviewed on 2018/01/17
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Verified Reviewer

Simple and clean interface, easy to use.

Used Daily for 6-12 months
Reviewed on 2018/07/02
Review Source: Capterra

Pros

Easy to figure out, and you don't really need training. Just get up and go with it. Easy to manage state of the ticket.

Cons

Has some odd bugs here and but the support team is usually quick to fix them depending on how breaking it is.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Angel R.

Excellent solution for MSP

Used Daily for 6-12 months
Reviewed on 2018/01/10
Review Source: Capterra

Pros

Stable platform with great features. Also, the company has a site to upload suggestions an enhancements.

Cons

The web interface is sometimes slow and the reporting can be better.
Also de auto refresh need to be perfected.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Chris M.

Good if you can't get better

Used Daily for 1+ year
Reviewed on 2019/01/07
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

2.0/10
Vania Y.

On par with other SolarWinds products

Used Daily for Free Trial
Reviewed on 2019/01/25
Review Source: Capterra

Pros

I like that you can create tickets that have timers to make it easier to track how much time was spent assisting a customer.

Cons

Hard to setup; I wish there was an easier way to setup clients in the system.

Rating breakdown

Ease of Use

Likelihood to recommend

5.0/10

SolarWinds MSP Manager Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Free trial, no credit card required.
Contact SolarWinds MSP for pricing information.

SolarWinds MSP Manager Features

  • Activity Dashboard
  • Automatic Notifications
  • Data Import/Export
  • Reporting & Statistics

  • API
  • Access Control
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Auditing
  • Collaboration Tools
  • Customizable Reporting
  • Drag & Drop Interface
  • Monitoring
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • SSL Security
  • Third Party Integration
  • Workflow Management

Additional information for SolarWinds MSP Manager

Key features of SolarWinds MSP Manager

  • Accounting system integrations - QuickBooks and Xero
  • Add photos and video to tickets via mobile app
  • Automatically generate tickets when RMM detects an issue
  • Batch billing exports
  • Batch invoice generation and integrated billing
  • Bill projects by actual time worked
  • Billable hours tracking
  • Brandable, customizable end user portal
  • Cloud-based solution
  • Comprehensive service, asset and ticket histories
  • Contract utilization statistics
  • Create standard & customizable service packages
  • Create, time, manage & document tickets in RMM Dashboard
  • Customer and service histories
  • Customer dashboard
  • Customizable branding
  • Detailed defensible invoices
  • Export scheduled on-sites & tickets (even recurring) to iCal
  • Fast detailed invoicing; integrated billing
  • Filter dashboards by client to view billable time
  • Full access to help desk & billing knowledge in mobile app
  • Integrates with RMM & N-Central for a SPOG experience
  • Intuitive user portal
  • Knowledge management
  • Mobile app (iOS and Android)
  • Panoramic business dashboards; on command reporting
  • Push Notifications for new tickets/updates to mobile devices
  • Push notifications
  • Quickbooks and Xero
  • Reporting dashboards
  • Scheduling, recurring on-sights
  • Secure customer management
  • Store comprehensive customer information and service history
  • Store comprehensive service histories
  • Technician dashboard
  • Ticket histories
  • Ticket status tracking
  • Ticketing management system
  • Time-tracking: pausable, stackable timers (desktop & mobile)
  • Track support tickets

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 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.

  • SolarWinds MSP Manager FAQs

    Below are some frequently asked questions for SolarWinds MSP Manager.

    Q. What type of pricing plans does SolarWinds MSP Manager offer?

    SolarWinds MSP Manager offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    Free trial, no credit card required.
    Contact SolarWinds MSP for pricing information.

    Q. What are the main features of SolarWinds MSP Manager?

    SolarWinds MSP Manager offers the following features:

    • Accounting system integrations - QuickBooks and Xero
    • Add photos and video to tickets via mobile app
    • Automatically generate tickets when RMM detects an issue
    • Batch billing exports
    • Batch invoice generation and integrated billing
    • Bill projects by actual time worked
    • Billable hours tracking
    • Brandable, customizable end user portal
    • Cloud-based solution
    • Comprehensive service, asset and ticket histories
    • Contract utilization statistics
    • Create standard & customizable service packages
    • Create, time, manage & document tickets in RMM Dashboard
    • Customer and service histories
    • Customer dashboard
    • Customizable branding
    • Detailed defensible invoices
    • Export scheduled on-sites & tickets (even recurring) to iCal
    • Fast detailed invoicing; integrated billing
    • Filter dashboards by client to view billable time
    • Full access to help desk & billing knowledge in mobile app
    • Integrates with RMM & N-Central for a SPOG experience
    • Intuitive user portal
    • Knowledge management
    • Mobile app (iOS and Android)
    • Panoramic business dashboards; on command reporting
    • Push Notifications for new tickets/updates to mobile devices
    • Push notifications
    • Quickbooks and Xero
    • Reporting dashboards
    • Scheduling, recurring on-sights
    • Secure customer management
    • Store comprehensive customer information and service history
    • Store comprehensive service histories
    • Technician dashboard
    • Ticket histories
    • Ticket status tracking
    • Ticketing management system
    • Time-tracking: pausable, stackable timers (desktop & mobile)
    • Track support tickets

    Q. Who are the typical users of SolarWinds MSP Manager?

    SolarWinds MSP Manager has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does SolarWinds MSP Manager support?

    SolarWinds MSP Manager supports the following languages:

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

    Q. What type of pricing plans does SolarWinds MSP Manager offer?

    SolarWinds MSP Manager has the following pricing plans:

    Subscription

    Q. Does SolarWinds MSP Manager support mobile devices?

    SolarWinds MSP Manager supports the following devices:

    Android

    Q. What other apps does SolarWinds MSP Manager integrate with?

    SolarWinds MSP Manager integrates with the following applications:

    QuickBooks, QuickBooks Online, SolarWinds RMM, Xero

    Q. What level of support does SolarWinds MSP Manager offer?

    SolarWinds MSP Manager offers the following support options:

    Forum, Knowledge Base, Online Support, Phone Support