Atera vs Solarwinds MSP
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Atera we had to drop from consideration because they had no clue how EU privacy laws work despite employing sales reps in the EU. Solar winds are a big behemoth of a company, they do a lot of products, some of them good but they are a very bloat-ware heavy machine.
What issues are you seeing with Ninja? That is the RMM we use.
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Never heard of SolarWinds called a big behemoth of a company, we think of them as some small time local guys here in Texas. They are a local Austin company and not big enough to show up as a player in town.
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GFIMax was definitely rolled into SolarWinds MSP. That caused some confusion and we had to deal with their support staff due to an accounting problem and they were great to deal with. So while we've not worked with them in an MSP capacity, our one interaction with them was very positive.
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@scottalanmiller said in Atera vs Solarwinds MSP:
Never heard of SolarWinds called a big behemoth of a company, we think of them as some small time local guys here in Texas. They are a local Austin company and not big enough to show up as a player in town.
500 million in revenue last year, that's fairly decent. Have you ever used their software? They manage to make IBM software look less clunky.
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@Breffni-Potter said in Atera vs Solarwinds MSP:
@scottalanmiller said in Atera vs Solarwinds MSP:
Never heard of SolarWinds called a big behemoth of a company, we think of them as some small time local guys here in Texas. They are a local Austin company and not big enough to show up as a player in town.
500 million in revenue last year, that's fairly decent. Have you ever used their software? They manage to make IBM software look less clunky.
That's quite a bit more than I realized. Wow, how did they get so big? What are people buying? Yes, I've used some of their stuff and it isn't too bad.
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I used Solarwinds from when they were GFImax until just recently. When I was just starting out in the MSP space it was great. At that time they didn't have a monthly fee, it was just per device pricing. So for someone starting out, you don't have to cough up $800 to get a single license of team viewer.
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I, too, am trying to find a PSA for a small MSP. I have tried Atera, MSP Manager, OTRS, osTicket, NinjaRMM, and ManageEngine.
Unfortunately, they're all missing ticket scheduling except in a VERY round-a-bout way in MSP Manager. MSP lets you:
- Create a ticket
- Go to the schedule screen
- Create a scheduled task (Which requires you to enter a title and summary)
- Link it to an existing ticket which you have to search for by name or you won't find it
Unfortunately, I can find no way to open said ticket from the scheduled entry. One can only get the ticket number then go back to the "Helpdesk" view and search for said ticket.
I received an email from one of their sales reps a couple of days before my trial expiry asking if I had any pre-sales questions -- to which I replied with a couple. It has been over a week and I have not received a reply. I suppose they're not interested in my business.
Before sales support from many companies is often better than post as they want you to sign up and promise you the moon. The total lack of communication is a real let down for this product and a reason for me NOT to choose them even if it supported proper scheduling.
Without trying to thread-jack, does anyone know of a relatively inexpensive PSA that allows SCHEDULING a ticket from the ticket entry screen? Being an MSP, I need a way to track what ticket needs to be done at what time as, most often, I'll need to schedule this with the end user.
Thank you!
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ManageEngine can create tickets on a schedule. I have one that creates every Monday.
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@JaredBusch: Thanks for the reply. I'm not looking to create a ticket on a schedule, I'm looking for a way to schedule tickets. e.g. Assign a time that this ticket needs to be worked on. ConnectWise does perfectly whereas you can -- directly from the ticket entry screen -- assign a tech and a time to work on (say, Monday at 11:30am for 30 minutes). Unfortunately, the time/cost for CW just isn't within scope currently.
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Oh yes. Scheduling a ticket is nice. It's in the system and visible. But not actionable yet. Great feature.
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In that vein, I just send another email to MSP Manager stating that I hadn't received a reply to my previous question(s) and received an almost immediate reply stating that he is sorry that he missed my email and will take a look at it first thing on Monday.
Maybe.. just maybe..
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I'd much rather a company did not invest so heavily into the pre-sales teams and had a more balanced approach to their support for paying clients.
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@Breffni-Potter
I don't disagree with you at all on that front. I'm just so used to over-zealous sales teams that I was a little annoyed when the rep. didn't reply before my trial had expired.
With anything Solarwinds (n-able), I've become used to thrice-daily calls asking if I want to purchase, if there were any questions, and promises that their application does X (even if it doesn't or, at least, not well). Not that I condone this behaviour, but a prompt reply to an inquiry is always nice.
Sorry @magroover, I haven't helped you at all; è colpa mia.
