Freshdesk vs N-able MSP Manager comparison

Freshworks and N-able are both solutions in the Help Desk Software category. Freshworks is ranked #6 with an average rating of 8.1, while N-able is ranked #23 with an average rating of 6.0. Freshworks holds a 3.1% mindshare in HDS, compared to N-able’s 1.5% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 75% of N-able users who would recommend it.

Freshdesk

Read 41 Freshdesk reviews

2,958 Views
1,923 Comparison Views

93% willing to recommend

N-able MSP Manager

Read 5 N-able MSP Manager reviews

1,031 Views
845 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: March 2026).

Buyer's Guide

Freshdesk vs. N-able MSP Manager

March 2026

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Helped 884,873 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

6th

Average Rating

8.2

Reviews Sentiment

7.0

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

23rd

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (22nd)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.1%, down from 3.3% compared to the previous year. The mindshare of N-able MSP Manager is 1.5%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshdesk	3.1%
N-able MSP Manager	1.5%
Other	95.4%

Help Desk Software

Featured Reviews

reviewer832612

Senior Quality Automation Engineer at BMC Software, Inc.

Streamlined ticket workflows have improved response times and collaboration across teams

Although Freshdesk has many advantages and is a strong tool overall, there are a few areas where it can be improved. One is customization limitations; dashboards and workflows could be more flexible. The other is reporting capabilities; advanced analytics and deeper insights could be enhanced. Performance with large volumes can occasionally be impacted, especially when handling high ticket volumes or multiple integrations. API limitations, such as rate limits, can be restrictive for organizations, and the pricing structure means that some advanced features are only available in higher tier plans, which can increase costs. In Freshdesk, improving user interface responsiveness in certain modules and providing more flexibility in automation workflows would further enhance the overall experience. More out-of-the-box integrations and easier configurations for complex use cases would also be beneficial, especially for larger teams.

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

"Our customer service is built around it, and has been for years."

"Ticket system - provides us with support tickets submitted by customers from various sources Sharing - team members can share progress of tickets"

"I used Freshdesk for communication with the clients, such as real-time chats."

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

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

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

"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."

"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."

More Freshdesk pros

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

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

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

"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."

"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."

Cons

"The most frustrating thing is definitely the solutions center customization."

"There are issues with technical incidences, such as not being able to receive messages from certain email addresses."

"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

"I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product."

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

"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."

"The reporting, analysis modules and insights capabilities for this solution could be improved."

"More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks."

More Freshdesk cons

"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."

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

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

"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

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

"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 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."

"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 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."

"The pricing is pretty manageable and acceptable."

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

More Freshdesk pricing and cost advice

"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."

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

"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

10%

University

Financial Services Firm

Marketing Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	6
Large Enterprise	14

No data available

Questions from the Community

What needs improvement with Freshdesk?

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an optio...

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What is your primary use case for Freshdesk?

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and respon...

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What advice do you have for others considering Freshdesk?

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the comp...

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 19% of the time

JIRA Service Management vs Freshdesk

Compared 9% of the time

Zendesk vs Freshdesk

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 6% of the time

Zoho Desk vs Freshdesk

Compared 4% of the time

More Freshdesk Competitors

ServiceNow vs N-able MSP Manager

Compared 21% of the time

JIRA Service Management vs N-able MSP Manager

Compared 18% of the time

TeamSupport vs N-able MSP Manager

Compared 9% of the time

SysAid vs N-able MSP Manager

Compared 7% of the time

ConnectWise PSA vs N-able MSP Manager

Compared 5% of the time

More N-able MSP Manager Competitors

Product Reports

Buyer's Guide

Freshdesk

March 2026

Download Freshdesk product report

Buyer's Guide

N-able MSP Manager

March 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

March 2026

Free Report: Freshdesk vs. N-able MSP Manager

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