Freshdesk vs N-able MSP Manager comparison

Freshworks and N-able are both solutions in the Help Desk Software category. Freshworks is ranked #7 with an average rating of 8.1, while N-able is ranked #22 with an average rating of 6.0. Freshworks holds a 3.0% mindshare in HDS, compared to N-able’s 1.3% mindshare. Additionally, 92% of Freshworks users are willing to recommend the solution, compared to 75% of N-able users who would recommend it.

Freshdesk

Read 38 Freshdesk reviews

2,425 Views
1,528 Comparison Views

92% willing to recommend

N-able MSP Manager

Read 5 N-able MSP Manager reviews

756 Views
597 Comparison Views

75% willing to recommend

Freshdesk

N-able MSP Manager

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and N-able MSP Manager are products in the customer support and managed service provider categories, respectively. Freshdesk has the upper hand in affordability and customer support efficiency, while N-able MSP Manager excels in technical features, justifying its higher cost.

Features: Freshdesk provides automated workflows, multi-channel support, and intuitive ticketing systems. It offers customizable solutions and efficient ticket management with integrations across various communication platforms. N-able MSP Manager delivers advanced service operations management, integrated billing, and remote monitoring and management (RMM) capabilities, enhancing its comprehensive service offerings.

Room for Improvement: Freshdesk could improve by offering more comprehensive customization options in its knowledge base and expanding the visual appeal of its dashboards. Its API, while powerful, may need enhancements for broader integrations. More advanced reporting options could increase value for larger operations. N-able MSP Manager needs smoother integration with third-party tools and a more simplified initial setup process. Improved user training resources and expanded automation features could also enhance usability.

Ease of Deployment and Customer Service: Freshdesk, as a cloud-based solution, allows rapid deployment and minimal setup, supported by responsive customer service. Its ease of use and simplicity in onboarding are significant advantages. N-able MSP Manager offers professional support tailored to MSP needs but requires more integration effort with existing systems, potentially complicating deployment for less technical teams.

Pricing and ROI: Freshdesk's competitive pricing and scalable plans contribute to significant ROI, focusing on cost-effective customer support solutions. Its pricing begins from a free tier, making it accessible for smaller firms. N-able MSP Manager's higher initial costs align with its extensive feature list, offering greater long-term ROI for businesses needing comprehensive service management. While more expensive, its value is seen in its comprehensive integrations and management efficiency.

To learn more, read our detailed Freshdesk vs. N-able MSP Manager Report (Updated: December 2025).

Buyer's Guide

Freshdesk vs. N-able MSP Manager

December 2025

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Helped 881,082 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (5th)

N-able MSP Manager

Ranking in Help Desk Software

22nd

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (22nd)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.0%, down from 3.6% compared to the previous year. The mindshare of N-able MSP Manager is 1.3%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshdesk	3.0%
N-able MSP Manager	1.3%
Other	95.7%

Help Desk Software

Featured Reviews

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

Read full review

GeorgeKanellopoulos

CTO at InTTrust SA

Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."

"It is very easy to make reports."

"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."

"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."

"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."

More Freshdesk pros

"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."

"This is a premier product and it has been around for a long time."

"I am impressed with the tool's integration with our mail system."

Cons

"Asset management and branding are two areas in the solution that have scope for improvement."

"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."

"Freshdesk's scalability could be improved for larger businesses across departments."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"I would like on-the-go translation,"

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

More Freshdesk cons

"The tool needs to improve its customization of the user interface."

"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."

"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."

"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."

"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."

Pricing and Cost Advice

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"The pricing is pretty manageable and acceptable."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

More Freshdesk pricing and cost advice

"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."

"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."

"Don't get scared of the price tag because it's definitely worth it."

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Top Industries

By visitors reading reviews

Manufacturing Company

University

Financial Services Firm

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	6
Large Enterprise	12

No data available

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

See all answers

What needs improvement with Freshdesk?

Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future. I wish for improvements related to the pricing point to enha...

See all answers

What is your primary use case for Freshdesk?

My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7. A specific example of ho...

See all answers

What needs improvement with N-able MSP Manager?

See all answers

What is your primary use case for N-able MSP Manager?

I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I faced problems managing the contracts, translating them into technical topics, and ...

See all answers

What advice do you have for others considering N-able MSP Manager?

I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the product capabilities in N-able MSP Manager, I can't say that the centralized custome...

See all answers

Comparisons

ServiceNow vs Freshdesk

Compared 20% of the time

JIRA Service Management vs Freshdesk

Compared 10% of the time

Zendesk vs Freshdesk

Compared 7% of the time

Zoho Desk vs Freshdesk

Compared 5% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 5% of the time

More Freshdesk Competitors

ServiceNow vs N-able MSP Manager

Compared 28% of the time

JIRA Service Management vs N-able MSP Manager

Compared 24% of the time

TeamSupport vs N-able MSP Manager

Compared 12% of the time

ManageEngine ServiceDesk Plus vs N-able MSP Manager

Compared 9% of the time

SolarWinds Web Help Desk vs N-able MSP Manager

Compared 7% of the time

More N-able MSP Manager Competitors

Product Reports

Buyer's Guide

Freshdesk

January 2026

Download Freshdesk product report

Buyer's Guide

N-able MSP Manager

January 2026

Download N-able MSP Manager product report

Also Known As

No data available

SolarWinds LOGICnow, SolarWinds MSP Manager

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

Intuitive, lightweight ticketing with seamless RMM and N-central^®platform integrations.
Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
Complete customer and knowledge management with a branded portal.
Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.

N-able

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology

Buyer's Guide

Freshdesk vs. N-able MSP Manager

December 2025

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