In a true integration of N-able’s remote monitoring and management (RMM) capabilities and SolarWinds’ IT management strengths, the company has released the N-central 9.4 platform and the new Help Desk Manager (HDM). N-able, which was acquired by SolarWinds last year, has optimized the latest version of its RMM and service automation software especially for managed service providers (MSPs).
The updated N-central platform works in tandem with the HDM solution to automate IT services and simplify help desk support, making it scalable across customers’ entire infrastructure. The HDM offering makes use of SolarWinds’ expertise and R&D portfolio to offer expanded business and technology advantages for MSP customers.
“Leveraging SolarWinds' expertise to capitalize on our strengths and deliver some of the industry's most advanced capabilities to our worldwide partners has been a key objective of the acquisition and we're pleased to bring HDM to market to drive growth and success for our MSPs,” said JP Jauvin, general manager of N-able by SolarWinds. “The enhancements we've made to N-central also reflect our ongoing commitment to support our MSPs with best-in-class automation technology and business enablement tools. While some competing solutions can take months to implement, HDM offers an affordable, feature-rich ticketing solution that scales as needs and requirements grow.”
The new HDM solution opens up a number of services to MSPs, including the ability to email to a trouble ticket to contact support as well as set up customer portals. Service providers may also benefit from automatic ticket assignment based on the type of issue, the technicians available and the escalation level and can also set up billing based on time and materials. Additional features include an integrated knowledge base system and an integrated survey engine as well as drag-and-drop and drill-down dashboards.
The updated version of the N-central platform offers a number of improvements for MSPs, including integration of third-party apps. These include Security Manager/AV Defender from Bitdefender and Backup Manager from StorageCraft. The solution includes improved OS X support and enhanced monitoring capabilities as well as TeamViewer support and Patch Manager updates.
The new offerings align with SolarWinds’ vision of expanding into the MSP and cloud spaces through the N-able acquisition. The company was already well versed in serving enterprise and SMB customers, and sought to become a partner to the MSP community by offering targeted tools and solutions. N-able by SolarWinds launched its MSP Playbook last October, specifically designed to give best practices and step-by-step guidance to service providers as a complement to the N-central platform.
Edited by
Stefania Viscusi
