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Professional Services Automation (PSA) tools are sophisticated software solutions that Managed Service Providers (MSPs) leverage to streamline their fundamental operations, encompassing everything from project management and billing to customer relations. The top-tier PSA tools on the market offer functionalities such as effective ticketing systems, project accounting, comprehensive reporting, and seamless CRM integration. To aid you in choosing the ideal tool, we have conducted thorough assessments of various PSA software options.
1. HaloPSA: The best overall option for combining pricing and automation capabilities (30-day free trial).
2. DeskDay: The world’s first chat-based PSA tool for MSPs, excelling in advanced features, pricing, and user experience (14-day free trial).
3. Atera: The top choice for simple and flexible pricing models (30-day free trial).
4. SuperOps: Outstanding for its advanced ticketing system (21-day free trial).
5. Syncro: Preferred for its user-friendly setup and operation (14-day free trial).
6. ConnectWise PSA: The best in terms of core functionalities and compatibility (contact for trial details).
Continue reading to explore the unique offerings, features, and pricing of each solution.
Note: All listed prices are based on a one-year commitment unless specified otherwise.
HaloPSA stands out as a comprehensive Service Desk solution, offering essential features like ticketing systems and SLA (Service Level Agreement) tracking capabilities expected from a top-tier PSA (Professional Services Automation) system. What sets it apart is its cloud-based infrastructure, enabling seamless device management across any location worldwide via the internet.
Key Highlights:
Developed by Halo Service Solutions, the creators of HaloITSM and Halo Service Desk, HaloPSA is engineered to integrate effortlessly with third-party RMM (Remote Monitoring and Management) tools, such as N-able N-central, Atera, and NinjaOne. This integration is particularly beneficial for businesses utilizing these RMM solutions, as it enriches their ticketing capabilities without causing service overlap.
The platform features a user-friendly web-based self-service portal, which includes a knowledge base to help users resolve common issues independently and a ticket submission form for more complex problems. This portal not only empowers users by enabling them to track their ticket status online but also streamlines the resolution process through efficient ticket routing algorithms. Managers have the flexibility to manually adjust ticket routing, merge tickets, or assign them to multiple technicians, ensuring that each ticket is handled by the most qualified personnel.
Moreover, HaloPSA’s advanced Problem Management and Change Management modules facilitate the identification and resolution of systemic issues, further enhancing its capability as a development project management tool.
Recommended for:
HaloPSA is especially suited for businesses seeking a robust PSA solution that includes ticketing. With many RMM providers now offering ticketing services, HaloPSA provides a distinct advantage for MSPs (Managed Service Providers) needing a dedicated ticketing system outside of their RMM package.
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DeskDay introduces a groundbreaking approach to professional services automation (PSA) for MSPs, emphasizing a chat-based ticketing system designed to enhance IT support with a personal touch. For the MSP industry that has been shackled by dated PSA tools, DeskDay PSA break the chain and brings a breath of innovation.
Key offerings include a service desk for real-time tech-customer interaction, intelligent timesheet tracking, comprehensive reporting tools, project management with real-time monitoring, a unique quality assurance framework, streamlined billing processes, instant outage and update announcements, and IT Connect, an end-user application tailored for end-user IT needs. DeskDay’s PSA platform is designed to improve customer satisfaction and profitability through efficient, quality-assured services.
Key Features at a Glance:
Developed for MSPs by an MSP partner who has been working with the industry for a decade, DeskDay is born as an answer to the age old challenges MSPs has been facing for a really long time.
Bringing in multiple innovations through the world’s first chat-based PSA featuring instant chat, quality assurance, announcements and an end-user application, IT Connect, what distinguishes DeskDay is its innovative fusion of traditional and novel features.
DeskDay extends its reach beyond conventional methods by empowering both MSPs and customer users by integrating with multiple user touchpoints such as mobile apps, email, and MS Teams app, ensuring versatile and consistent customer communication.
Recommended for:
Ideal for MSPs across the spectrum, DeskDay tailors to every scale with its flexible pricing and robust service suite. It’s especially appealing for startups and expanding businesses, offering scalable solutions to meet evolving needs, with key tools for seamless ticketing, project management and billing.
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Atera stands out as an all-encompassing solution for IT departments and Managed Service Providers (MSPs) by offering a unified platform that seamlessly integrates Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) capabilities. This unique approach ensures subscribers have access to a comprehensive suite of tools necessary for the efficient and effective management of their businesses.
Key Features:
Atera’s integrated approach means MSPs no longer need to juggle multiple software solutions for RMM and PSA. This cloud-based platform is a one-stop-shop, offering a blend of RMM, PSA, and security modules critical for servicing clients effectively. Atera shines for startups and small MSPs, offering a complete toolkit without the hassle of piecing together different software components. The platform’s subscription model is straightforward, with no contracts or deposits, enabling quick and easy startup for new MSPs. Onboarding is a breeze, thanks to Atera’s capability to swiftly inventory a new client’s network and devices, aiding in accurate and efficient service proposals.
Recommended for:
Atera is ideal for a wide range of users, from individual techs to large teams, thanks to its scalable per-technician pricing mode. The integrated PSA features, including a Help Desk ticketing system and tools for technicians, mean that MSPs can avoid the complexity and expense of assembling a patchwork of software solutions.
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SuperOps’ comprehensive software suite empowers Managed Service Providers (MSPs) with cutting-edge tools designed to streamline operations and enhance service delivery. This robust package includes a dynamic Remote Monitoring and Management (RMM) system, engineered to support technicians in efficiently managing clients’ systems. Complementing this, their Professional Services Automation (PSA) suite offers a holistic approach to managing the various facets of your MSP business.
Key Features:
SuperOps stands out for its versatile offering, combining both PSA and RMM capabilities into a cohesive platform. Whether opted as standalone solutions or as a bundled package, SuperOps caters to the complete spectrum of MSP operational needs. The platform is meticulously designed to manage the workload of a technical team, organizing tasks and streamlining service requests through customizable runbooks. Each technician gains access to a personalized dashboard, offering insights into task assignments, progress, and pending actions.
Recommended For:
SuperOps is the go-to choice for MSPs of all sizes, thanks to its scalable pricing and comprehensive service offerings. Startups and growing MSPs will particularly benefit from the ability to adjust their plan according to their needs, ensuring they have access to essential client management and invoicing tools.
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Syncro stands out as a comprehensive SaaS solution tailored for managed service providers (MSPs), encapsulating both Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) functionalities into one seamless package. This platform is a boon for small MSPs and startups, acting as a turnkey MSP business solution. With its per-user pricing model, Syncro democratizes access to high-level tools and functions, allowing even solo technicians to offer services on par with those of large corporations, all without the burden of hefty initial investments.
Key Features:
Syncro’s offering is comparable to solutions like Atera, yet stands out with its singular, technician-based subscription plan. This plan not only covers essential PSA and RMM functions but also extends to remote access capabilities and includes tools for customer relationship management, and contract and SLA oversight. The platform’s ticketing system is particularly noteworthy. It starts as a customizable template, allowing you to set up and tailor it according to your business requirements, from capturing tickets via web forms and email to facilitating direct communication between technicians and clients through a chat function.
Syncro excels in automating ticket routing, offering versatility in ticket management – be it merging, splitting, or categorizing tickets based on their nature. Moreover, its team management features provide leaders with a comprehensive overview of task allocations, ticket statuses, and individual technician performance metrics, aligning ticket progress with SLA targets and automating timesheet and billing processes.
Recommended For:
Syncro is the solution for any MSP looking for a ready-to-deploy software suite that bridges the gap between PSA and RMM needs. It’s particularly beneficial for new MSPs aiming to hit the ground running without the hassle of piecing together different software solutions or bearing upfront software costs.
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ConnectWise stands out in the realm of professional services automation (PSA) and remote monitoring and management (RMM) with its comprehensive offerings: Manage for PSA and Automate for RMM. These components are ingeniously designed to work in unison, ensuring a fluid exchange of data across the platform. ConnectWise caters to a wide array of needs by providing a cloud-based solution, while also accommodating businesses that prefer on-premises deployment, allowing them to install the software on their servers.
Key Features:
ConnectWise Manage isn’t just another tool in the toolbox; it’s the cornerstone of the ConnectWise suite, designed to integrate seamlessly with ConnectWise Automate and other ConnectWise offerings. This synergy enhances the Manage package, which stands out with its unique procurement module—a rare find in the PSA landscape. The suite’s core encompasses CRM, Help Desk functionalities, and streamlined billing processes.
At the heart of ConnectWise Manage is an advanced help desk ticketing system that not only facilitates team coordination but also generates detailed timesheets directly linked to the billing module. Its contract management capabilities excel in handling Service Level Agreements (SLAs) and monitoring objectives via the help desk’s performance metrics, exemplifying ConnectWise’s prowess in fostering efficient information exchange and system interconnectivity.
Recommended For:
Businesses looking for a comprehensive PSA solution that integrates effortlessly with RMM tools will find ConnectWise Manage particularly appealing. Although it’s compatible with various RMM solutions, sourcing your software suite from ConnectWise can significantly streamline data integration and operational efficiency.
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