N-able by SolarWinds launched its N-central 9.4 platform and new Help Desk Manager (HDM), based on SolarWinds’ technology, optimized for managed service providers (MSPs).
Available now, N-central 9.4 and N-able's HDM work together to simplify success for MSPs by further automating IT services and simplifying help desk support so that it can easily scale across their customers' entire infrastructure.
The introduction of N-able's HDM also marks a key, post-acquisition milestone for the industry leaders, who signaled that SolarWinds' R&D and solutions portfolio would be used to accelerate N-able’s business and technology roadmap and build greater advantage for MSPs.
"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," says JP Jauvin, GM 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."
Designed to simplify help desk and ticketing for MSPs of all sizes, the new N-able HDM offering allows MSPs to implement a full range of services including:
- 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 stand alone or integrated with N-central
With HDM, MSPs can easily expand their help desk support beyond the IT department to other teams within an organization including human resources, marketing and accounting – a benefit that will quickly bolster client value-add. The new software can be purchased as an on-premise or hosted solution and configured as either a standalone product or integrated with N-central 9.4.
N-central 9.4 builds upon the robust N-central 9.3 platform, which brought several new technology innovations to MSPs including Security Manager | AV Defender powered by Bitdefender; Backup Manager powered by StorageCraft; maintenance windows; and an integrated RSS feed. In addition, N-central 9.3 launched the availability of N-able’s integrated MSP Runbook to drive improved standardization and best practices for MSPs. 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 makes it easy to establish a remote control session directly from the N-central UI
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