The best managed service provider (MSP) software in 2024

Businesses are increasingly relying on Managed Service Providers (MSPs) to streamline their operations and enhance their technological capabilities, making the demand for top-tier MSPs greater than ever before. Navigating the complex landscape of MSPs in 2024 requires a keen eye for innovation, efficiency, and reliability. So, how do you find the best one for your business?

In this article, we’ll explore the dynamic realm of MSP software solutions and the leading MSP platforms that are empowering organizations to optimize their IT infrastructure, maximize productivity, and stay ahead in an ever-evolving digital world.

What is MSP software?

Managed Service Provider (MSP) software encompasses a suite of tools and functionalities designed to empower MSPs in delivering proactive, efficient, and scalable managed IT services to their clients. MSP software enables remote monitoring and management (RMM) of clients' IT infrastructure, allowing MSPs to oversee networks, servers, endpoints, and applications. This real-time monitoring capability facilitates rapid issue detection and resolution, optimizing performance. It often offers features like ticketing systems, automation workflows, patch management, backup and disaster recovery, security management, and reporting tools, providing MSPs with the resources needed to deliver comprehensive IT support.

Why is MSP software important?

MSP software is important for businesses because it can:

Enhance productivity

Managed service provider software streamlines IT operations and enables MSPs to deliver quick, effective, and proactive services to their clients. By automating routine tasks such as software updates, patch management, and system monitoring, MSP software frees up valuable time and resources for MSPs to focus on higher-value activities. They offer tools for real-time monitoring, workflow and task automation, and more to help MSPs prioritize, identify, and resolve issues—often before clients are even aware of them. Ultimately, an MSP platform minimizes downtime and disruptions, increasing overall productivity.

Lower costs and increase ROI

MSP software lowers costs and increases return on investment (ROI) by optimizing operational efficiencies and minimizing overhead expenses. Through automation of routine tasks, such as software updates, patch management, and system monitoring, MSP software significantly reduces the need for manual intervention, which reduces labor costs and frees up resources for strategic initiatives. It also enables proactive monitoring and rapid issue resolution that helps prevent costly downtime and mitigate the risk of system failures, saving businesses from potential revenue loss. Additionally, the scalability and flexibility inherent in many MSP software solutions allow businesses to align their IT resources with fluctuating demand, ensuring they only pay for the services and resources they need.

Facilitate faster and better decisions

MSP solutions facilitate faster and better decision-making by providing real-time insights into IT performance and service delivery. Through central dashboards and reporting tools, MSPs gain immediate visibility into the health and status of their clients' IT infrastructure, allowing them to assess trends, identify potential issues, and make informed decisions quickly. Moreover, the automation capabilities of MSP software streamline workflows and accelerate the resolution of IT issues, enabling MSPs to respond promptly to client needs. By consolidating data and presenting it in a user-friendly format, MSP software empowers both MSPs and their clients to collaborate effectively, facilitating transparent communication and enabling strategic decisions.

Key features and functionalities to look for in MSP software

When choosing the best MSP software for your organization, look for the following key features and functionalities:

Account management

Account management plays a pivotal role in fostering strong client relationships and ensuring customer satisfaction. With this capability, MSPs can effectively organize and track client information, including contracts, service agreements, and communication history, providing a comprehensive view of each client's unique needs and preferences. This enables businesses to deliver personalized and proactive technical support, tailoring their services to align with client goals and objectives. It also facilitates communication between MSPs and their clients, allowing for efficient collaboration, issue resolution, and feedback collection.

Auditing and reporting

Auditing and reporting features offer valuable insights into the performance, compliance, and overall health of clients' IT environments. These features enable MSPs to conduct comprehensive audits of systems, applications, and security configurations to identify vulnerabilities, compliance gaps, and areas for improvement. By generating detailed reports on key metrics such as system uptime, resource utilization, security incidents, and compliance status, MSPs can provide clients with transparent and actionable insights into the effectiveness of their IT infrastructure. It also fosters accountability and transparency, allowing MSPs to demonstrate the value of their services, track progress over time, and align with client expectations.

Automation

By automating repetitive tasks such as patch management, software updates, and routine maintenance, MSPs significantly reduce manual workload, minimize human error, and optimize resource utilization. It enables MSPs to respond to issues proactively and enforce best practices consistently across clients' IT environments, ensuring optimal performance and security at all times. With the ability to create customized workflows and schedules tailored to specific client needs, automation within MSP software cultivates agility and responsiveness in adapting to evolving business requirements.

Contract and customer support management

Contract and customer support management features offer a comprehensive framework for managing client relationships and delivering exceptional service. They allow MSPs to efficiently organize, track, and manage client contracts, service agreements, and SLAs, ensuring compliance and alignment with client expectations. It also enables MSPs to proactively monitor contract milestones, renewal dates, and service levels, facilitating timely communication and proactive engagement with clients. Moreover, customer support management features help MSPs streamline support ticketing, issue tracking, and resolution processes, providing clients with responsive, transparent, and personalized support experiences.

10 best MSP softwares in 2024

1. Freshservice

Freshservice has an intuitive interface and robust features that empower MSPs to deliver exceptional IT support, automate routine tasks, and optimize operational workflows. From ticketing to incident response, Freshservice offers a centralized MSP platform for proactively monitoring and managing clients' IT infrastructure with ease.

Key features

• Proactive alert and monitoring system

• Comprehensive change and asset management capabilities

• Powerful reporting and analytics

Pros

• Quick and easy implementation

• User-friendly

• Custom forms and workflows

Cons

• Limited report customization options

• No detailed ticket timestamps

• Limited ticket search filters

Price

• Starter: $19/agent/month billed annually

• Growth: $49/agent/month billed annually

• Pro: $95/agent/month billed annually

• Enterprise: $119/agent/month billed annually

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2. Atera

Atera is known for being an all-in-one platform designed to streamline IT management for MSPs and small to medium-sized businesses. It enables MSPs to efficiently monitor, manage, and support clients' IT infrastructure from a single dashboard. With its emphasis on simplicity, flexibility, and affordability, Atera offers a seamless and scalable MSP solution.

Key features

• Remote monitoring and management (RMM) capabilities 

• Professional service automation (PSA) capabilities

• AI-powered ticket tagging

Pros

• Can convert emails to tickets directly

• User-friendly endpoint management

• Admin console that provides visibility into overall infrastructure

Cons

• Limited SNMP

• Limited reporting options

• Does not support multi-factor authentication

Price

• Professional: $149/agent/month billed annually

• Expert: $189/agent/month billed annually

• Master: $219/agent/month billed annually

• Enterprise: Contact for pricing

3. NinjaOne

NinjaOne is a unified MSP platform that combines remote monitoring and management (RMM), endpoint management, patch management, and backup solutions. This integrated approach streamlines IT operations, enhances productivity, and enables excellent service delivery.

Key features

• Reliable backup and DR features

• Powerful automation and scripting capabilities

• Robust security and compliance features

Pros

• Remote screen sharing and control capabilities

• Comprehensive documentation and resources available

• Large automation library

Cons

• Limited MDM

• No end-user device login history

• Limited NMS monitoring

Price

• Contact for pricing

4. Guardz

Guardz is a comprehensive MSP platform that combines RMM, automation, and reporting tools. This integrated suite empowers MSPs to proactively monitor and secure clients' IT infrastructure, automate routine tasks, and gain actionable insights.

Key features

• Advanced cybersecurity suite

• Automated remediation capabilities

• Client portal and self-service tools

Pros

• Easy deployment

• Advanced email monitoring that minimizes phishing and spam

• Clean, intuitive UI

Cons

• No framework compliance modules

• No multi-language support outside of the user awareness module

• No DNS filtering

Price

• Starter: $9/user/month

• Pro: $5/user (minimum of 100 users)/month

• Ultimate: Contact for pricing

5. HaloPSA

HaloPSA provides a centralized platform encompassing service desk management, ticketing, RMM, billing, and reporting. This integrated approach enables MSPs to optimize workflows and enhance productivity.

Key features

• Comprehensive change and asset management capabilities

• Robust client collaboration tools

• SLA management features

Pros

• Large integration library

• Includes user knowledge base

• Highly customizable

Cons

• Longer deployment time due to customization options

• Limited documentation available

• Must have SQL skills to create custom reports

Price

• 10 Agents: $109/agent/month billed annually

• 11-25 Agents: $105/agent/month billed annually

• 26-50 Agents: $99/agent/month billed annually

• 51-200 Agents: $95/agent/month billed annually

• 200+ Agents: $89/agent/month billed annually

6. Syncro

Syncro is an MSP solution focusing on RMM, PSA, help desk ticketing, billing, and more. It mostly caters to MSPs and small to medium-sized businesses, but is flexible enough to be adapted to enterprise-scale operations. Key features

• Automated patch management

• Customizable dashboards and reporting

• Comprehensive asset management capabilities

Pros

• User-friendly UI

• CRM capabilities

• Powerful scripting

Cons

• Some users have reported latent customer support responses

• API limitations

• Limited payment integration options

Price

• Full Access: $129/user/month billed annually

7. Automox

Automox offers a unified platform that combines patch management, endpoint protection, configuration management, and vulnerability remediation. This integrated approach empowers MSPs to automate and streamline their security and IT operations, enhancing efficiency, reducing risk, and ensuring compliance.

Key features

• Real-time reporting and compliance monitoring

• Endpoint hardening and configuration management

• Policy-based automation

Pros

• Supports Windows, macOS, and Linux

• Scheduled patching windows

• Easy deployment and management

Cons

• Multiple users cannot remotely access devices at once

• Limited community support

• Limited role-based access management

Price

• Contact for pricing

8. Miradore

Miradore is an MSP solution focusing on endpoint management, device lifecycle management, security management, and asset tracking. This approach empowers MSPs to efficiently manage clients' IT infrastructure, optimize operational workflows, and enhance security posture.

Key features

• Mobile device management (MDM) features

• Self-service portal

• Compliance management capabilities

Pros

• Can release and install applications by user type

• Excellent customer support

• Compatible with iOS and Android

Cons

• Limited documentation

• Some users have reported inaccurate GPS tracking

• Writing configuration profiles can be complex

Price

• Free

• Premium: $3.30/device/month up to 250 devices

• Premium+: $4.75/device/month up to 250 devices

9. Zoho Assist

Zoho Assist is a comprehensive remote support and access software meticulously designed to facilitate seamless collaboration and assistance between MSPs and their clients. It focuses on remote desktop control, screen sharing, file transfer, and chat support.

Key features

• Unattended access functionality

• Multi-monitor support

• Session recording capabilities

Pros

• Seamless third-party and Zoho suite integrations

• Can easily send surveys to clients

• Robust security features for remote sessions

Cons

• Limited social media integrations

• Some users have reported iOS clients failing to send keystrokes

• Limited knowledge base, especially for clients

Price

• Standard Remote Support: $10/user/month billed annually

• Professional Remote Access Support: $15/user/month billed annually

• Enterprise Remote Support: $24/user/month billed annually

• Standard Unattended Access: $10/25 unattended computers/month billed annually

• Professional Unattended Access: $15/25 unattended computers/month billed annually

10. Jira Service Management

Jira Service Management is a service desk and ITSM solution designed to streamline service delivery and enhance collaboration within organizations. It empowers IT teams to prioritize, resolve, and manage service requests and incidents efficiently, while also providing stakeholders with transparency and accountability.

Key features

• Comprehensive incident, problem, and change management

• Powerful automation capabilities

• Robust reporting and analytics features

Pros

• Reporting and analytics features allow for SLA management

• Seamless integration with third-party and other Atlassian applications

• Highly customizable

Cons

• Limited out-of-box reports

• Complex, time-consuming configuration

• No integrated knowledge base

Price

• Free: Up to 3 agents

• Standard: $17.65/agent/month 

• Premium: $44.27/agent/month

• Enterprise: Contact for pricing

Choosing the right MSP software for your business

To find the right managed service provider software for your business, follow these best practices:

• Assess your needs: Begin by assessing your business needs and objectives. Identify the key functionalities and features you require in a MSP solution.

• Evaluate scalability and flexibility: Choose an MSP software that can scale with your business. Ensure it offers flexibility to adapt to changing requirements and supports the expansion of your client base without constraints.

• Consider integration capabilities: Look for MSP software that seamlessly integrates with your existing tools and systems. 

• Prioritize security and compliance: Ensure the management software offers robust security features, such as data encryption, access controls, and compliance management tools, to protect sensitive information.

• Seek user-friendly interface and support: Choose MSP software with an intuitive interface and user-friendly design. Additionally, consider the availability of training resources, customer support options, and user communities.

Freshservice: MSP software you can trust

Freshservice is a robust solution tailored to support MSPs in delivering exceptional managed IT services to their clients. Freshservice’s MSP capability streamlines operations by centralizing service desk management, incident resolution, asset management, and change management into a single, intuitive platform. The platform allows MSPs to track and manage client requests, prioritize tasks, and streamline workflows, ensuring timely and effective service delivery. Additionally, Freshservice offers automation capabilities, enabling MSPs to automate repetitive tasks, escalate critical issues, and enforce SLAs.

Freshservice empowers MSPs to enhance client satisfaction and retention through its self-service portal and knowledge base features. Clients can easily submit service requests, track ticket statuses, and access self-help resources, reducing dependency on MSP support teams. With customizable service catalogs and branded portals, MSPs can tailor the platform to align with their clients' branding and preferences, fostering stronger client relationships. Freshservice also provides robust reporting and analytics tools, enabling MSPs to track key performance metrics, identify trends, and gain insights into their service delivery processes.