News | April 3, 2014

N-able By SolarWinds Redefines Help Desk Support For MSPs Worldwide

New N-central 9.4 Platform and Help Desk Manager Represent First N-able Offerings to Adopt Technology from SolarWinds’ Award-Winning Solutions Portfolio

N-able by SolarWinds, a global leader in remote monitoring and management (RMM) and service automation software, recently 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, general manager 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
  • And other services

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. A free 30-day trial can be downloaded now from the N-able website.

Pitt Bull Secure Technologies, Inc. was among the first N-able MSPs to test drive the new HDM offering and is successfully using it to support key customers. "N-able's new HDM solution helps us provide exceptional service and business value to our customers on the front-end, and simultaneously enables us to better track billing and inventory and more on the back end. We’ve been looking for a reliable and easy-to-use service that could help us scale our services and really maximize our productivity, and N-able delivered it," says Carmine Cannizzaro, CTO for Pitt Bull Secure.

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
  • Automation Manager enhancements

About N-able
N-able by SolarWinds is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs). N-able Technologies was acquired by SolarWinds, a leading provider of powerful and affordable IT management software, in May 2013. N-able’s award-winning N-central is the industry’s #1 RMM and MSP Service Automation Platform. N-able has a proven track record of helping MSPs standardize and automate the setup and delivery of IT services in order to achieve true scalability. N-central is backed by the most comprehensive business enablement support services available today and the industry’s only freemium licensing model. Thousands of MSPs use N-able solutions to deliver scalable, flexible, profitable managed services to over 88,000 SMBs worldwide. With offices in North America, the U.K., the Netherlands and Australia, N-able is 100% channel-friendly and maintains strategic alliances with a number of leading global IT companies, including Microsoft, Intel, and Cisco among others. For more information, visit

SOURCE: N-able