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N-able by SolarWinds Redefines Help Desk Support for MSPs

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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N-able by SolarWinds Redefines Help Desk Support for MSPs

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

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...