Guide to Msp Software 3.9

GUIDE TO MSP SOFTWARE 3.9

4.3 2020 4.5

5.0 4.9

3.7

4.8 4.4 TABLE OF CONTENTS

READ THIS FIRST 3

PRODUCT RATINGS 4

RMM 4

PSA 5

RMM & PSA COMBO 6

REMOTE DESKTOP 7

BACKUP 8

CRM 10

ABOUT NINJARMM 16

GUIDE TO MSP SOFTWARE 2020 2 READ THIS FIRST

SOURCES The following ratings were collected from third-party review sites G2 and Capterra in early July 2020.

WHAT “-” INDICATES The particular data point was either unavailable at the time of our collection, or the product did not meet our cutoff of having three or more reviews.

THESE LISTS ARE OBVIOUSLY NOT COMPREHENSIVE The MSP software market contains many tools not seen here. Creating a truly exhaustive list is an undertaking left to more adventurous souls. We have simply done our best to include the major toward MSPs and that have adequate review data available (at least 5 reviews).

HOW TO BEST USE THIS GUIDE value of these solutions. Many factors go into choosing the right software. User ratings are just one. Therefore, this guide primarily serves as a jumping-off point for additional research.

GUIDE TO MSP SOFTWARE 2020 3 PRODUCT RATINGS

RMM

Remote monitoring and management (RMM) solutions represent one of the two central pillars of MSP software. They power many aspects of client service and support, including proactive monitoring, maintenance, and troubleshooting. RMMs allow MSPs to streamline and automate backup, security, remote desktop, and other solutions in order to provide MSPs with the ability to manage everything from a single pane of glass.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

NINJARMM 4.8 9.4 9.6 9.5 9.7 4.9 4.9 4.9

SOLARWINDS 4.4 8.7 7.5 7.7 8.1 3.8 3.4 3 N-CENTRAL

SOLARWINDS RMM 4.2 8.7 8.3 8.5 8.1 4.4 4.3 4.2 formerly LogicNow

LOGMEIN 4.2 9.1 8.9 8.9 8.4 4.5 4.4 4.1 CENTRAL

DATTO RMM 4.1 8.9 6.3 7.2 7.7 N!A N!A N!A formerly AEM

CONNECTWISE AUTOMATE 4.0 8.7 6.8 7.7 7.8 4.4 4.3 4.2 formerly LabTech

KASEYA VSA 4.0 8.6 7.1 7.8 7.4 4.1 3.6 3.6

MANAGEENGINE DESKTOP 3.7 - 6.7 6.1 8.3 4.7 4.7 4.5 CENTRAL MSP

ITARIAN RMM formerly 3.3 ------Comodo One

GUIDE TO MSP SOFTWARE 2020 4 PSA

Professional Services Automation (PSA) solutions represent the other central pillar of MSP software. Whereas RMMs power the technical side of service delivery, PSAs power things on the business side it can bring aspects of a variety of systems (ticketing, invoicing, etc.) under one roof

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

ACCELO 4.4 9.2 8.0 8.8 9.2 4.4 4.1 4.4

SHERPADESK 4.3 8.8 8.3 8.7 8.4 4.8 4.7 4.9

KASEYA BMS 4.3 8.1 7.9 8.0 6.8 4.1 4.0 3.8 formerly Vortex

MANAGEENGINE SERVICEDESK 4.2 8.5 8.0 8.4 7.9 4.3 4.2 4.1 PLUS

CONNECTWISE 3.9 8.5 6.2 7.3 7.6 4.1 3.6 3.9 MANAGE

SOLARWINDS MSP MANAGER 3.8 - 6.9 7.9 7.8 3.9 3.3 4.0 formerly Capzure

AUTOTASK 3.7 8.2 6.8 7.7 7.8 4.3 3.9 4.1 PSA Datto

TIGERPAW 3.3 7.4 6.0 6.3 7.1 3.8 3.5 3.7 ONE

HARMONY ------PSA

GUIDE TO MSP SOFTWARE 2020 5 RMM + PSA COMBO

There are some solutions available that provide both RMM and PSA functionality. These have found traction with small/new MSPs in particular, who see value in having just one tool to manage until they become large enough to warrant migrating to more specialized solutions.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

SYNCRO 4.8 9.0 9.4 9.6 9.1 - - -

ATERA 4.7 9.2 9.5 9.5 9.4 4.5 4.6 4.5

NAVERISK 4.3 - 8.3 8.3 9.2 4.7 4.5 4.8

PULSEWAY 4.2 8.5 8.0 7.3 8.0 4.7 4.7 4.8 Owned by Kaseya

GUIDE TO MSP SOFTWARE 2020 6 REMOTE DESKTOP

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

SPLASHTOP 4.8 9.8 9.5 9.9 9.7 4.8 4.8 4.8

CONNECTWISE CONTROL 4.7 9.5 9.1 9.4 9.1 4.7 4.6 4.4 formerly ScreenConnect BEYOND TRUST REMOTE SUPPORT 4.7 9.6 9.1 9.4 9.4 4.6 4.5 4.5 formerly Bomgar

VNC 4.7 9.5 9.1 9.5 9.3 4.5 4.6 4.5 CONNECT

ZOHO ASSIST 4.6 9.3 9.5 9.5 9.1 4.6 4.6 4.5

TEAMVIEWER 4.5 9.1 9.2 9.2 8.7 4.6 4.6 4.3

ANYDESK 4.5 9.3 9.6 9.2 8.9 4.5 4.6 4.1

SOLARWINDS TAKE CONTROL 4.5 9.4 9.0 9.1 8.7 4.4 4.2 4.3 formerly SolarWinds MSP ANywhere

LOGMEIN 4.4 9.5 9.4 9.5 8.7 4.4 4.2 4.1 PRO

MSP 360 4.3 9.0 9.2 9.0 9.1 4.3 4.4 4.6 REMOTE DESKTOP

GUIDE TO MSP SOFTWARE 2020 7 BACKUP

Backup and disaster recovery services have become a core offering for MSPs, especially with the rise of ransomware and other destructive online threats.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

ACRONIS CYBER BACKUP 4.7 9.1 9.0 9.1 8.7 4.4 4.2 4 CLOUD

VEEAM 4.6 9.4 8.9 9.2 9.2 4.8 4.6 4.5

MSP360 former 4.5 9.2 8.9 8.7 8.5 4.6 4.4 4.5 CloudBerry

BARRACUDA 4.4 9.1 8.4 8.6 9.5 4.5 4 4 BACKUP

SOLARWINDS 4.3 8.8 8.9 8.9 8.4 4.6 4.5 4.8 BACKUP

DATTO 4.3 9.7 9.8 9.5 9.8 4.4 4.3 4.1 SIRIS

UNITRENDS 4.2 8.8 8.4 8.8 8.7 4.6 4.4 5 Owned by Kaseya

STORAGECRAFT FT SHADOW 4.1 8.3 7.7 7.7 7.1 4.4 4 4 PROTECT

O365 BACKUP

ALTARO OFFICE 365 4.9 9.7 9.7 9.7 8.7 - - - BACKUP

ACRONIS CYBER BACKUP 4.7 9.1 9.0 9.1 8.7 4.4 4.2 4 CLOUD

VEEAM BACKUP FOR 4.6 9.4 8.9 9.2 9.2 4.8 4.6 4.5 O365

SOLARWINDS 4.3 8.8 8.9 8.9 8.4 4.6 4.5 4.8 BACKUP

SPANNING BACKUP FOR 4.2 9.1 9.3 9.4 9.2 4.5 4.5 4.3 OFFICE 365

DATTO 4.2 9.2 9.3 8.8 8.8 4.4 4.3 4.1 BACKUPIFY

DROPSUITE ------

GUIDE TO MSP SOFTWARE 2020 8 HELPDESK ! TICKETING

While many MSPs turn to PSAs to bring service desk, ticketing, and other aspects of their client business for a variety of reasons.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

FRESHSERVICE 4.6 9.0 9.0 9.3 9.3 4.5 4.6 4.7

SYSAID 4.5 9.3 8.9 9.4 9.3 4.5 4.4 4.4

SOLARWINDS SERVICE DESK 4.4 8.9 8.8 9.2 9.1 4.6 4.6 4.7 formerly Samanage

ZOHO 4.3 8.7 8.3 8.5 8.2 4.5 4.4 4.3 DESK

ZENDESK 4.2 8.7 8.3 8.6 8.3 4.3 4.3 4.3

MANAGEENGINE SERVICE DESK 4.2 8.5 8.3 8.4 7.9 4.5 4 4 PLUS

GUIDE TO MSP SOFTWARE 2020 9 CRM

MSPs use customer relationship management (CRM) solutions to manage and track their business relationships, from the initial stages of sales outreach to ongoing client engagement.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

LESS ANNOYING 4.9 9.5 9.6 9.8 9.9 4.7 4.8 4.9 CRM

FRESHSALES 4.7 9.1 9.0 9.3 9.1 4.7 4.6 4.6

REPAIRSHOPR 4.5 9.1 9.0 8.8 8.8 4.7 4.5 4.5

PIPEDRIVE 4.3 8.7 8.8 9.0 8.6 4.6 4.6 4.4

ZENDESKSELL 4.3 8.6 9.0 8.9 8.9 4.3 4.4 4.1

HUBSPOT 4.2 8.8 8.5 8.8 8.8 4.5 4.4 4.5

SALESFORCE 4.2 8.9 7.5 8.1 8.2 4.4 3.9 4.1 CRM

ZOHO CRM 4.2 8.6 8.1 8.4 7.8 4.2 4 4

GUIDE TO MSP SOFTWARE 2020 10 ENDPOINT PROTECTION

not referring to it as “antivirus” is exhibit A. The rise of EDR fundamentally changed the vendor landscape, and we continue to see more complex solutions migrating downstream from the enter- list to endpoint protection suites that have dedicated partner programs and/or RMM integrations.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

SENTINEL 4.7 9.6 9.7 9.0 9.0 4.9 4.5 4.9 ONE

MALWAREBYTES 4.5 9.5 9.4 9.5 9.0 4.7 4.7 4.4

WEBROOT ENDPOINT 4.6 9.6 9.5 9.4 9.3 4.6 4.6 4.5 PROTECTION

ESET 4.6 9.5 8.8 9.2 8.1 4.7 4.5 4.4

EMSISOFT 4.4 8.8 - 9.0 9.0 4.6 4.5 4.5

CYLANCE 4.2 9.2 9.0 8.8 8.8 4.6 4.5 4.5 PROTECT

BITDEFENDER GRAVITY 4.1 8.8 8.9 8.7 9.1 4.7 4.4 4.3 ZONE

SOPHOS 4.0 8.8 8.5 8.7 7.8 4.4 4.3 4.2 INTERCEPT X

GUIDE TO MSP SOFTWARE 2020 11 MONITORING

Many MSPs utilize their RMMs to conduct basic proactive monitoring, but there are cases were additional network monitoring solutions may be appropriate.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

NINJARMM 4.8 9.3 9.5 9.3 9.6 4.9 4.9 4.9

AUVIK 4.8 9.0 9.2 9.5 9.2 4.7 4.5 4.7

DOMOTZ 4.7 8.8 9.0 8.8 8.5 5.0 4.9 5.0

PRTG 4.5 9.1 8.4 8.6 8.4 4.5 4.4 4.3

LOGICMONITOR 4.5 9.1 9.4 9.0 9.3 4.7 4.5 4.5

SOLARWINDS NETWORK 4.5 9.1 8.3 8.5 8.5 4.5 4.3 4.3 PERFORMANCE MONITOR MANAGE ENGINE 4.4 9.2 8.1 8.1 8.7 4.6 4.3 4.5 OP MANAGER

GUIDE TO MSP SOFTWARE 2020 12 DOCUMENTATION

Good documentation is the key to less time consuming, higher quality, and repeatable service.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

ITGLUE 4.7 9.3 8.7 9.5 8.3 4.7 4.6 4.4 owned by Kaseya

CONFLUENCE 4.0 8.4 7.8 7.8 7.8 4.4 4.1 4.2

PASSPORTAL 4.0 8.1 8.0 7.5 6.7 4.4 4.2 4.4

IT PORTAL ------formerly SI Portal

ITBOOST ------

HUDU ------

GUIDE TO MSP SOFTWARE 2020 13 QUOTING & INVOICING / ACCOUNTING

You can be good at IT, but in order to be a successful MSP you have to have good business operations, too. Having software that makes invoicing and getting paid as streamlined and easy as possible is key.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

QUOTING

PROPOSIFY 4.7 9.3 8.9 8.8 9.3 4.5 4.3 4.5

PANDADOC 4.5 8.7 8.5 8.7 8.6 4.5 4.3 4.4

QUOTEWERKS 4.3 8.8 8.2 8.4 8.4 4.4 4.3 4.5

CONNECTWISE SELL 4.0 8.2 7.0 7.9 7.6 4.1 3.8 3.7 formerly Quosal

QUOTER - - - - - 4.6 4.6 4.8 formerly Socket

INVOICING ! ACCOUNTING

FRESHBOOKS 4.6 9.0 9.5 9.3 9.5 4.5 4.5 4.4

ZOHO BOOKS 4.6 9.2 8.9 9.2 8.9 4.4 4.3 4.2

XERO 4.3 8.8 8.4 8.9 7.9 4.3 4.2 3.9

QUICKBOOKS 4.0 8.8 8.4 8.6 8.0 4.2 4.1 3.9 ONLINE

CONNECT ------BOOSTER

GUIDE TO MSP SOFTWARE 2020 14 OPEN SOURCE

There's no lack of proprietary solutions out there, but for those adventurous enough (or who are simply short on budget), there are many free and open source options to consider, as well.

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

CRM

VTIGER 4.3 8.6 7.9 8.2 8.7 4.3 4.2 4.3

ODOO 4.0 7.9 7.2 8.1 7.3 4 4 3.7

HELP DESK ! TICKETING

OS TICKET 4.5 8.7 7.8 7.9 6.6 4.3 4.2 4.1

SPICEWORKS 4.3 8.6 8.8 8.7 8.4 4.4 4.3 4.2 HELP DESK

INVOICING

INVOICE 4.8 9.7 - 9.4 8.6 4.9 4.8 4.8 NINJA

HELP DESK ! TICKETING

SPICEWORKS NETWORK 4.6 9.4 9.4 9.6 8.5 4.5 4.3 4.2 MONITOR

ZABBIX 4.2 8.5 7.3 6.9 7.6 4.5 3.8 4

GUIDE TO MSP SOFTWARE 2020 15 HEADQUARTERS ABOUT NINJARMM

G2CROWD CAPTERRA PRODUCT MEETS EASE EASE QUALITY EASE CUSTOMER OVERALL OVERALL REQ. OF SETUP OF ADMIN OF SUPPORT OF USE SERVICE

NINJARMM 4.8 9.4 9.6 9.5 9.7 4.9 4.9 4.9

functionality with liberating ease-of-use and unbeatable support.

Find out why HIGHEST-RATED HIGHEST-RATED HIGHEST-RATED MSPs are RMM EASE OF USE SUPPORT switching to NinjaRMM 95% 9.4 9.7 SATISFACTION USABILITY QUALITY OF SCORE SCORE SUPPORT SCORE (G2 CROWD) (G2 CROWD) (G2 CROWD)

Easy to use. Easy to do business with

Tired of cycling through RMMs and being dissapointed? See what makes NinjarRMM different.

Simply the best modern RMM. I am able to roll out agents, keep machines up-to-date and protected Excellent automation functionality. with a great balance of speed, accessibility, and Jason Danner, Aerorock features.

Matt Jeske

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