What MSP software do you use?

I'm working on a deal that would basically launch my MSP business and allow me to go out on my own. I don't have experience with this type of software so I thought I'd get the community's opinion. I'd like to get something I can use to manage multiple sites/clients from the same interface(s). Requirements would be:

Fast
Reliable
Easy to push out

Currently want these features:

Remote control
Auditing, monitoring, reporting
Ticketing system (maybe with a client portal)
Updates & patches

I don't know if an all-in-one suite (Kaseya VSA, Autotask, GFI Max, etc) is the way to go or if it is better to go with different providers for different features and combine as I need based on the SLA with the client. Being a one man shop, I am leaning towards a suite to keep things simple for me. But also need to consider the costs. Are there freeware options that don't suck? I like the idea of a cloud solution because, correct me if I'm wrong, I would need a device/server at each clients location.

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Comments

philz1982

Remote control can be setup free or with an appliance. Logging can be done with snmp traps, ticketing system can easily be built or free ware, patches and updates should be done on site depending on the asset.

techfiend

I'd go as cheap as possible to lower the risk you are taking.

Remote: RDP or vnc, or some other free remote tool into a workstation then go from there internally.
Monitoring: Some free snmp software like spiceworks
Ticketing: free one, like spiceworks
Updates: WSUS for microsoft, gpo and/or pdq deploy for third party. Linux, a crontab script if you have a lot of devices or manual updates for few.

None of these should really require you to have a box at the location. Spiceworks is probably the weakest link but you can grow from it, or maybe find a better free alternative.

kohr-ah

We used Kaseya for most of those reasons. It is a bit of a learning curve but we were the main server and client devices reported back into us.

They each were segregated into their own categories with engineers assigned to their accounts that were responsible for their patching and tickets.

I have no idea what it costs though as it was handed to me one day and I was told to get a VM up and get it going.

Itrimble

We use AutoTask for ticketing.
N-Able for monitoring, patching, (built in Remote Desktop client, also has Team Viewer integration also has built in AV with BitDefender)
And also Screen Connect for Techs to RDP in. Screen Connect is iffy. I preferred LogMeIn, but the company made the switch to Screen Connect because it was cheaper.

LeBroke

I've seen an MSP use a pretty nifty trick for their VNC client. Literally, a little script that would automatically make a connection to the technician's machine on one of several channels.

I.e. client opens up MyMSPsupport.exe, selects channel 101, and the tech does the same thing on each end. Free and really easy for both, but laggy as hell since it's VNC.

Mr. Meeseeks

Starting to lean towards Atera. They're new to the game but I read some Reddit reviews and they seem pretty good. I'm going to check out the trial. The $89 / mo price point is pretty attractive to a new, 1-man shop. Has all the features I'm looking for, no per client/device cost, and it gets me in the game. I think a few months in and I can start to customize my own software solution if I'm not happy with their offerings/service/price.

I just need to be able to go in Day 1 and be prepared if I land this client. It would be about 50 users, would allow me to quit my day job, and I want things to go smooth.

--chris--

We are using AutoTask for CRM/Ticketing and Kaseya for the RMM portion.

Kaseya has phenomenal support and every feature we need (since it can be customized via XML), but I have been told if we were to try and pick up Kaseya now the cost would be prohibitive with our current pricing structure.

I love AT for the ticketing. I have used ServiceNow before and Spiceworks. AT has amazing stuff, but I don't know what the cost is.

jonny72

You should definitely look at Autotask, as it does a lot of things you'll find useful in addition to ticketing such as time logging and billing - pretty much all the back office stuff. Not sure what their pricing is like now, they used to do packages for smaller businesses but not sure now.

Make sure whatever you go with integrates. We had Autotask and GFI Max at my last company (MSP with about 50 staff) and they worked well together. I'd recommend GFI Max as well, maybe not the best but it does the job and is simple to configure.

Have a look at Manage Engine as well. I'd keep away from doing any of it yourself, the last thing you'll need is trying to get an open source solution up and running - buy what you need, preferably as a service if possible.

--chris--

jonny72 wrote: »

Have a look at Manage Engine as well. I'd keep away from doing any of it yourself, the last thing you'll need is trying to get an open source solution up and running - buy what you need, preferably as a service if possible.

This is a good idea. Even the "as a service" stuff requires some work to make it "work" well enough to make it marketable. Its why some smaller MSP's have 1 person dedicated to improving processes, automation and remote management. Even with something like Kaseya or Nable you still need to customize for your offerings / clients.

Cyberscum

Itrimble wrote: »

We use AutoTask for ticketing.
N-Able for monitoring, patching, (built in Remote Desktop client, also has Team Viewer integration also has built in AV with BitDefender)
And also Screen Connect for Techs to RDP in. Screen Connect is iffy. I preferred LogMeIn, but the company made the switch to Screen Connect because it was cheaper.

I would go W/ N-able. I have tested it and it is simple and provides great metrics. Also, if you become a partner they provide free marketing materials and support for sales and leads.

Mr. Meeseeks

Thanks for the responses. It's been a few months and I forgot all about this thread.

I have tried Comodo One. Or whatever they're calling it now. The free version for MSPs. Its just too new/immature to rely on it for your business. I can see a lot of potential. Especially if they include they AV software for free. I just had to many glitches and didnt like the fact that after you login to the main interface, each module has a different login. No "single-signon".

As --chris-- mentioned, ManageEngine I had issues with as well. I am sure a lot it probably had to do with firewall/port forwarding settings. Too much extra work involved to go that route.

To be fair, I never gave Atera a trial. I have been so busy with work, WGU, and starting this company I somehow completely forgot about them. I will give them a shot this week.

Currently leaning towards MaxFocus. Pricing is very reasonable from the get-go. So far I have decided on:
RMM = MaxFocus
Backup = CloudBerry + Amazon S3
Remote Support = ScreenConnect

MaxFocus seems like it can do the job and pricing is pretty good. Except for backup. Waaaay too expensive. Backing up 1 server with 40GB of data will cost you $240 per year. And only $74.40 utilizing CloudBerry and Amazon S3.

Everything else... I am still figuring out. I can break down my total investment thus far if anyone is interested.

netsysllc

Labtech RMM and Connectwise PSA are the best in my opinion. I have used many RMM packages over the years and few match the capabilities of Labtech. It might not be as plug and play as others but the power allows you to do almost anything with it to automate things. Now that Labtech comes with ScreenConnect for free it is even more of a value as there is no better remote connection software on the market. If you are going to be making money off of your tool it should be good and have support. The costs should be built into your service offering.

Not sure how you came up with the Cloudberry and S3 pricing but the cloudberry licensing starts at $80 a server and much more if you have sql or exchange server to backup. I agree in the long run it is probably a good deal though.

Mr. Meeseeks

netsysllc wrote: »

Labtech RMM and Connectwise PSA are the best in my opinion. I have used many RMM packages over the years and few match the capabilities of Labtech. It might not be as plug and play as others but the power allows you to do almost anything with it to automate things. Now that Labtech comes with ScreenConnect for free it is even more of a value as there is no better remote connection software on the market. If you are going to be making money off of your tool it should be good and have support. The costs should be built into your service offering.

Not sure how you came up with the Cloudberry and S3 pricing but the cloudberry licensing starts at $80 a server and much more if you have sql or exchange server to backup. I agree in the long run it is probably a good deal though.

Depends on the server really. I was looking at something capable of file level and bare metal capable. Here is their pricing for MSPs. It's actually only $38 for the file/block level backup offering (minimum 5 licenses).

As for Labtech... initial investment is huge and just not feasible for a startup MSP without outside funding. $50 per month is all you need for MaxFocus or $79 per month for Atera (Rmm, PSA, CRM included)

alan2308

--chris-- wrote: »

Kaseya has phenomenal support and every feature we need (since it can be customized via XML), but I have been told if we were to try and pick up Kaseya now the cost would be prohibitive with our current pricing structure.

Has it been a while since you've used it?

Seems like now all I get is them asking the same questions over and over again in hopes I'll miss one so they can close the ticket due to lack of response.

Fulcrum45

The MSP I worked for last used Google Docs/Gmail for business for email and collaboration. Autotask for ticketing and LabTech for our RMM and ShadowPotect for backups.

techML

My last job we used Max Focus (Formerly known as GFI Maxx). At my new job we use Labtech. They have their pluses and minuses. Labtech has way better features, but you barely use them.

Connectwise is what I've used at both jobs.

mrhaun03

Not sure on the price, but at my last job I used Continuum for remote access, patches, etc, and ConnectWise for ticketing.

eansdad

REMOVED UNNECESsary QUOTE

Same here and we use ScreenConnect for remote access instead of the log me in from Continuum.