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The Maester’s Guide to MSP Software: A List of the Highest-Rated Tools in the Realm

From RMMs to documentation software, what solutions are MSPs relying on most to power their businesses and prevent their client networks from going dark and full of errors?

To find out, we pulled ratings from G2 Crowd and Capterra for 60+ products across 12 different software categories. The result is this guide full of comparison charts, highlighting how individual products stack up against one another in terms of overall satisfaction, usability, and quality of support. The hope is these charts provide MSPs with a helpful starting point for researching their many (and growing) options.

Short on time? Download a PDF version of the guide to read later.

Before we dive in, a few quick notes re: our methodology and the purpose of this guide.

  • Sources: The following ratings were collected from third-party review sites G2 Crowd and Capterra in early April 2019.
  • What N/A 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 world of MSP software contains many wonders not seen here. Creating a truly exhaustive list of all the tools available to MSPs is a task left to more adventurous souls. We have simply done our best include the major players in each category that are geared specifically toward MSPs, and that have a minimum of review data available.
  • How to best use this guide: This guide is not meant to be the final word on the 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.

Best RMM Software: Comparisons & Ratings

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 these tasks, and in turn provide more efficient, scalable services. Many RMMs also integrate with backup, security, remote desktop, and other solutions in order to provide MSPs with the ability to manage everything from a single pane of glass.

Best PSA Software: Comparisons & Ratings

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 — helping with client management, billing, reporting, and more. One of the big benefits of a PSA is it can bring aspects of a variety of systems (CRM, help desk, invoicing, etc.) under one roof.

Best Combination RMM & PSA Software: Comparisons & Ratings

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.

Best Remote Desktop Software: Comparisons & Ratings

Managing multiple client networks means it’s critical for MSPs to have the ability to gain quick and reliable remote access to machines.

Best Backup Software: Comparisons & Ratings

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

Best Help Desk & Ticketing Software: Comparisons & Ratings

While many MSPs turn to PSAs to bring service desk, ticketing, and other aspects of their client management under one roof, others find that having separate solutions is the best move for their business for a variety of reasons.

Best CRM Software: Comparisons & Ratings

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.

Best Security Software: Comparisons & Ratings

Security is a massive category, with solutions ranging from basic antivirus to SIEM and SOC-as-a-service offerings. It probably deserves its own dedicated guide, but for now we’re going to keep things simple by focusing on endpoint protection and unified threat management (UTM) solutions.

Best Monitoring Software: Comparisons & Ratings

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

Best Documentation Software: Comparisons & Ratings

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

Best Quoting & Billing Software: Comparisons & Ratings

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 that side of things as streamlined and easy as possible is key.

Open Source MSP Software: Comparisons & Ratings

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

Jonathan Crowe is senior content manager at NinjaRMM. Read more NinjaRMM blogs here.

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