N-able Technologies, a remote monitoring and management (RMM) and automation platform provider, today launched its new Help Desk Manager (HDM) and an update to N-central, version 9.4. Based on Web Help Desk from SolarWinds, its parent company, HDM is designed to simplify help desk and ticketing for managed service providers (MSPs).

The Help Desk Manager solution is subscription-based and will initially be available on-premise only on the Windows, Linux and Mac platforms. N-able told MSPmentor that a software-as-a-service version of HDM is coming soon.

The new HDM features:

  • E-mail to ticket to e-mail support
  • Customer portals
  • Issue/problem/request ITIL alignment
  • Automatic ticket assignment based on issue type, available technicians and escalation level
  • Time and material billing
  • Integrated knowledge base system
  • Integrated survey engine
  • Drag-and-drop and drill-down dashboards
  • Run standalone or integrated with N-central

N-able General Manager JP Jauvin said that he believes the new HDM is one of the best help desk solutions available for MSPs.

"Help Desk Manager is an extremely powerful solution," Jauvin told MSPmentor. "It allows MSPs to run their businesses very efficiently for both proactive- and reactive-type customers."

Pitt Bull Secure Technologies was one of the first N-able MSPs to test the new HDM. Carmine Cannizzaro, Pitt Bull's Chief Technology Officer, noted that the new HDM enables his company to better track its billing and inventory.

"We've been looking for a reliable and easy-to-use service that could help us scale our services and really maximize our productivity, and N-able delivered it," Cannizzaro said in a press release.

N-able also launched its N-central 9.4 platform that integrates with HDM to help automate MSPs' IT services and simplify help desk support. New additions within the N-central 9.4 platform include:

  • Usability and UI enhancements
  • Improved OS X support
  • Enhanced monitoring support
  • Patch Manager updates
  • New TeamViewer support (N-central now automatically discovers any existing installations of TeamViewer and allows MSPs to establish a remote control session directly from the N-central UI)
  • Automation Manager enhancements

Jauvin told MSPmentor that the company asked partners about the most important features for integration between  N-central and Help Desk Manager. Armed with that information, N-able made sure that the integration included asset integration, asset management, the ability to open and close tickets, and the ability to pass warranty information back and forth, among others.

Jauvin told MSPmentor last August that his company wants to provide value to MSPs through its business, support and technology programs. The new HDM and N-central 9.4 platform are just some of the tools that his company will offer MSPs as part of this mission.

"We have some good stuff coming down the pipeline," Jauvin told MSPmentor. "The MSP market from our perspective is very healthy. We are seeing an increased adoption of managed services in many geographies."