Best MSP Tools: Reviews, Features, and Comparisons

Intro

When it comes to successfully managing your managed service provider, few things are more important than the tools you use to run your business. However, not all MSP tools, including security solution tools, are created equal. You have your standalone MSP tools that focus on specific tasks, such as backups or billing. Then you have your “all-in-one” platforms that offer a full suite of tools to automate key workflows and give your business a significant competitive advantage.

Regardless, it’s critical that you periodically review the MSP tools you use to run your business. By doing your homework and looking for specific, essential features to include in your MSP toolkit, you can gain confidence that you have the best MSP software for your business needs.

In summary, this article will provide an overview of key MSP tool features, benefits, and considerations to help you make informed decisions.

Video Summary

Introduction to Managed Service Providers

Managed Service Providers (MSPs) are specialized IT service providers that proactively deliver managed services to clients across a wide range of industries, including infrastructure, retail, and education. The primary focus of managed service providers is to manage, monitor, and automate their clients’ IT operations, ensuring that business systems run smoothly and efficiently. By leveraging advanced MSP software, RMM tools, and endpoint management solutions, MSPs are able to provide comprehensive network monitoring, remote monitoring, and centralized control over client infrastructure.

MSPs are dedicated to delivering a great experience for their clients by taking on the responsibility of IT management, allowing businesses to focus on their core operations. Through the use of powerful management tools and automation, MSPs can quickly respond to issues, optimize performance, and ensure the security and reliability of client systems. Whether it’s monitoring networks in real time, automating routine tasks, or managing endpoints across multiple locations, MSPs play a crucial role in helping businesses stay competitive and secure in today’s digital landscape.

MSP Tools Overview

MSP tools are software programs designed to be used by both managed service providers and internal IT teams. These tools help with a large variety of tasks related to IT infrastructure (such as automating and administering certain tasks), while also improving monitoring capabilities.

Common features include offering a fully integrated IT service desk (including ticket support), remote monitoring, customizable alerts, security service patch management, and more. Many MSP tools also provide secure storage and management of passwords, enabling technicians to quickly access client systems when needed.

With help from the best MSP tools, including remote support MSPs can better manage their clients’ IT systems to keep everything functioning properly and smoothly. In particular, automating remote IT monitoring and other administrative tasks is especially valuable, as it gives MSP professionals more time to focus on solving problems and implementing improvements for their clients.

There are several different types of tools that MSPs use to streamline their work and by extension, improve client outcomes. By using MSP software that fulfills the following use cases, you can help your team become more efficient and drive sustained growth for your business.

Remote monitoring and management (RMM) tools for MSPs

Remote monitoring and management (RMM) tools allow MSPs to control and monitor their clients’ IT networks and infrastructure – without having to visit the client’s physical location. These tools automate many key IT functions, such as infrastructure monitoring, threat response, and protection against online attacks. With improved visibility into clients’ networks and machines, even with a distributed IT environment, RMM tools can significantly improve MSPs’ ability to respond to network threats by helping them identify problems faster and implement a more proactive response. RMM tools empower MSPs to manage client networks and devices across the world, ensuring consistent service delivery regardless of location.

Wondering how to save your MSP time and money? Download our ultimate RMM buyer’s guide to find out!

PSA tools for MSPs: Automating service delivery and billing

Professional service automation (PSA) tools offer MSPs a comprehensive solution for managing their business operations. These tools typically focus on administrative activities like project and resource management, time tracking, and billing. In addition to streamlining back-office operations, these tools can be particularly helpful for MSPs who are looking for ways to improve operational efficiency.

For instance, time-tracking tools can make it easier to track employee productivity or identify a time-consuming client that has become a significant drain on your resources.

Remote IT access tools

Remote IT access tools are essential for modern MSPs, who often serve clients from across the country. Remote IT access tools allow technical staff to perform many different tasks from the comfort of their own office, including implementing cybersecurity updates, managing file transfers, or helping to resolve other client issues.

Many of these tools allow MSPs to work in tandem with their clients on attended devices, but others also enable access to unattended devices linked to the client’s network.

Patch management tools

Patch management tools are essential for keeping client systems and equipment up to date, including any necessary security service updates . In addition to ensuring the automatic application of updates, patch management tools can also help MSPs track patch requirements for their clients. By effectively and consistently implementing all necessary patches, MSPs provide their clients with much-needed protection against cyber threats and resolve bugs while addressing other functional needs.

While this can be a time-consuming process when performed manually, patch management tools quickly address needed patches and updates for clients.

Helpdesk and ticketing tools

Helpdesk and ticketing tools are an absolute must in your MSP toolkit, providing a convenient self-service option for clients to report issues or submit service requests. A comprehensive ticketing system tracks these requests, and can even categorize and prioritize tickets based on their urgency, severity, and so forth.

For instance, Syncro’s Smart Ticket Management is a new class of AI-powered features that make routing, tracking and completing tickets easier and more efficient and includes the tools Smart Ticket Search and Guided Ticket Resolution. These tools set new industry standards for managing and resolving tickets, powered by AI that doesn’t try to think for you, but instead focuses on collecting information that helps technicians get to the right resolution without reinventing the wheel.

• Smart Ticket Search is designed to understand the natural language inputs of technicians. This means that instead of relying on exact keyword matches, technicians can input descriptions using plain language, vague terms or even just a hunch about what might be relevant.
• Guided Ticket Resolution starts by using Syncro’s AI algorithm to interpret and intelligently sort tickets into one of 47 (and growing!) different classifications, letting you trigger detailed automations to direct, respond, or manage the ticket exactly how you want.

These MSP tools often incorporate process automation tools to streamline ticket processing and reporting, while also using analytics to monitor response times for client tickets. A help desk provides a single source of truth for MSP teams to track their work for clients and identify opportunities for process improvements.

Backup recovery tools

Data loss could significantly disrupt your clients’ operations or, worse, leave them vulnerable to regulatory action. Backup recovery tools create secure data backups (including backups of client systems and their IP addresses) to facilitate rapid and effective restoration if data is lost or otherwise compromised. Data backup options typically include the cloud or an off-site location. Regularly backing up data ensures the quick recovery of entire systems in the event of a major network disaster.

Now that you have a general idea of the type of MSP tools out there, let’s dive into our list of the best options your business should consider. While the focus of these platforms can vary, they serve as the best potential solutions for streamlining your MSP’s work.

Endpoint Management Solutions

Endpoint management has become a top priority for IT service providers, especially as the number and variety of client devices continue to grow. Effective endpoint management solutions are essential for managing and securing all client devices, including workstations, laptops, servers, and network equipment. These solutions provide real-time monitoring, threat detection, and automated responses, allowing MSPs to maintain centralized security and management across all client networks.

By implementing robust endpoint management, MSPs can protect client devices from malware, ransomware, and unauthorized access, ensuring the integrity and security of client networks. Popular endpoint management solutions, such as Webroot Endpoint Security and Malwarebytes Endpoint Protection, offer advanced features that help MSPs monitor, manage, and secure devices efficiently. With these tools, MSPs can deliver proactive security, automate updates, and respond to threats in real time, giving clients peace of mind and maintaining the reliability of their IT environment.

Cybersecurity Measures

Cybersecurity is a cornerstone of managed service provider offerings, as protecting client networks and devices from online attacks is more critical than ever. MSPs must implement comprehensive cybersecurity measures, including network monitoring, remote monitoring, and endpoint security, to safeguard their clients’ digital assets. Utilizing advanced RMM tools like ConnectWise RMM and N-sight RMM, MSPs can monitor and manage client networks and devices in real time, quickly identifying and addressing potential threats.

In addition to RMM tools, MSPs deploy specialized cybersecurity solutions such as Acronis Cyber Protect to defend client devices against malware, ransomware, and other cyber threats. Security services like Cloudflare are also used to protect client websites and applications from online attacks, ensuring continuous availability and data integrity. By combining these tools and services, MSPs can deliver a layered security approach that protects client networks and devices, maintains compliance, and builds trust with clients.

IT Service Management

IT Service Management (ITSM) is a vital component of MSP operations, enabling managed service providers to efficiently manage and deliver IT services to their clients. ITSM solutions, such as Freshservice and Zendesk, offer a comprehensive suite of features including ticketing, asset management, and automation. These tools help MSPs streamline service delivery, track client requests, and resolve incidents quickly, ensuring a great experience for every client.

By leveraging ITSM solutions, MSPs can automate routine processes, manage service requests, and monitor the status of incidents and problems in real time. This not only improves operational efficiency but also enhances customer satisfaction by ensuring that issues are addressed promptly and effectively. With robust ITSM features, MSPs can deliver high-quality services, maintain clear communication with clients, and continuously improve their service management practices.

Communication and Collaboration

Effective communication and collaboration are essential for MSPs to deliver outstanding service and manage client projects successfully. MSPs rely on communication and collaboration tools like Slack and Asana to facilitate seamless interaction between their teams and clients. These tools offer a range of features, including channel-based messaging, file sharing, and project management, enabling MSPs to keep everyone informed and aligned on project goals and progress.

By using these management tools, MSPs can track project milestones, assign tasks, and ensure that all stakeholders are up-to-date on any issues or changes. This level of transparency and coordination leads to better teamwork, faster problem resolution, and a great experience for clients. Communication and collaboration platforms empower MSPs to manage services efficiently, deliver projects on time, and maintain strong client relationships through clear and consistent communication.

Syncro: Extended monitoring and management (XMM)™ platform

G2 rating: 4.5/5

Best for: MSPs that want a unified RMM, PSA, and Microsoft 365 management platform with built-in security.

A powerful evolution in MSP software is Extended Monitoring and Management (XMM). Syncro XMM™ goes beyond traditional RMM and PSA by unifying IT operations, Microsoft 365 multi-tenant management, and security workflows into one cohesive system. XMM simplifies the tech stack while enhancing security and scalability, giving MSPs more time to focus on growth and service quality.

This kind of platform consolidation helps combat tool sprawl and unlocks deeper operational efficiency, especially for MSPs managing multiple environments or Microsoft tenants.

From unlimited PC and Mac endpoints with built-in remote IT access and crucial Microsoft integrations, to quoting, invoicing, billing, and credit card processing, Syncro provides a one-stop shop for a wide range of tasks that will enable you to better serve your clients.

Microsoft 365 Features

Microsoft 365 Identity Management: Syncro XMM enables you to automate Entra ID tasks and admin work, including user syncs, password resets, license billing, and more to reduce manual work and help manage operations more efficiently. 

Security Baselines: Benchmark M365 tenants against CIS-aligned best practices, offering guided configuration, centralized visibility, drift detection, and alerts to help maintain compliance.

Security Assessments: Evaluate each of your M365 tenants’ security postures to help uncover risks and compliance gaps, identify vulnerabilities, and track improvements as well as Microsoft Secure Scores to strengthen your security posture.

PSA Features

• Flexible Ticketing System: Syncro’s ticketing integrates into your billing system, gives you templated worksheets for common ticket types, and provides an easy-to-follow visual dashboard to keep work flowing smoothly.
• Automated Billing: Syncro can dynamically count employees, assets, or policies related to a ticket and then automate the billing process for your clients to prevent over- or undercharging. You can set up recurring invoices (including prepaid billing with stored credit cards), and integrate with other accounting systems like Quickbooks.
• Improved Client Communication: Set up embedded contact options for your clients, including agent contact forms, email, and live chat. You can even create branded customer portals for clients to open tickets, review invoices and documentation, and more.
• Contract Management: Set up per-customer pricing, product-by-product pricing, and customize contracts based on customer needs. With customizable SLAs, you get automatic notifications for tickets that could breach contractual agreements.
• Track ROI: Track ROI based on metrics like device issues, services provided, and detected threats to identify gaps in efficiency and profitability among customers and technicians.

RMM Features

• Real-Time Monitoring: Real-time monitoring of all devices under management, with instant alerts for potential issues so you can respond quickly to critical situations.
• Automated Remediation: Set up automatic actions to respond to alerts, such as creating a work ticket, running a script, or messaging a technician.
• Automated Patch Management: Create regular patching schedules, get reports on missing patches, and choose whether to install or block an update for Windows and third-party apps.
• Scripted Workflows: Syncro enables you to customize and automate your workflows with powerful scripting capabilities. You can also take advantage of Syncro’s free library of hundreds of ready-to-use scripts that can be imported with a single click.
• Global Policy Management: Reusable scripts and policy setups can scale with your business.

Remote Access Features

• One-Click Sessions: Gain secure access to client devices for remote sessions with a single click.
• Robust Remote Options: Remote functionality includes a registry editor, event viewer, file system browser, service manager, task manager, terminal access window, and PowerShell sessions – no need for screen sharing, additional licensing, or prompt visibility by the client.

Backup and Security Features

• Adherence to Industry Standards: Security standards include security incident response, network and application security, multi-factor authentication, vulnerability disclosures, phishing and fraud prevention, informational security, and even security awareness training.
• Reliability: Load balancing, horizontal scaling, and primary/follower database architecture ensure complete reliability of Syncro’s system.
• Data Backups: Syncro account data is stored in multiple database servers and is regularly backed up for storage in a secure offsite location. This ensures quick data restoration after any catastrophe or system failure.

50+ Integrations

Syncro offers over 50 integrations with other popular MSP software stack tools, including:

• Autotask
• Bitdefender
• ConnectWise
• Cyberfish
• FreePBX
• Google Workspace
• Hudu
• MailChimp
• Office 365
• PayPal
• QuickBooks
• ShipStation
• Slack
• Stripe
• Zapier

NinjaOne

G2 rating: 4.7/5

Best for: MSPs and IT teams that need fast implementation and intuitive RMM with strong support.

NinjaOne is a highly-rated IT management platform that focuses on remote monitoring and management for MSPs, and endpoint management for IT departments. Core features include patch management, software deployment, monitoring and alerting, and scripting and automation. Other features, like remote access and data backup, are available as add-ons.

NinjaOne is popular for its easy implementation, intuitive UI, and monthly payment options. Strong technical support is another noted plus of NinjaOne. However, NinjaOne uses a pay-per-device pricing model, which can either be a positive or negative thing depending on the scope of your systems and equipment. This could cause your monthly fees to increase significantly as your client base grows.

Read more: Syncro vs. NinjaOne

Atera

G2 rating: 4.6/5

Best for: MSPs seeking quick onboarding with AI-powered RMM and PSA in a single platform.

Atera is an AI-powered IT management platform focused on remote monitoring and management and professional services automation. The company boasts intuitive onboarding that can have its system up and running in less than an hour.

Key features include patch management, network discovery, helpdesk functionality, billing, reporting, and remote access — though not all of these offer the same level of automation as Syncro. It’s also worth noting that Atera has a relatively limited set of integrations, which can make it more challenging to use alongside other existing MSP tools.

Read more: Syncro vs. Atera

Scribe

G2 rating: 4.8/5

Best for: MSPs that want automated IT documentation and SOP creation.

Scribe is an MSP tool specifically designed to aid in documenting IT workflows and MSP processes. In addition to being available as a standalone desktop tool, it can also be integrated with Chrome and Firefox browsers. Scribe goes so far as to record keyboard inputs and mouse movements while you work, utilizing AI support to automatically create process documentation so you don’t have to take screenshots. Users can add text, redact information, or edit screenshots as needed.

This straightforward approach to documentation can make it easier to onboard new technicians, assist customers, or define standard operating procedures for your MSP.

ConnectWise™

G2 rating: 4.3/5

Best for: Large MSPs that want a mature platform with deep integrations and advanced automation.

In business since 1982, ConnectWise is a well-established name in the MSP software space. ConnectWise offers cybersecurity management, remote monitoring and management for all client endpoints, and business management solutions that include quote and proposal automation, professional service automation, and KPI dashboards.

ConnectWise’s offerings are powered by its Asio platform, a scalable system that uses AI and ML (machine learning), a centralized workflow engine, and cloud operations to help MSPs improve service delivery and customer satisfaction. However, some of ConnectWise’s processes for initiating a remote management session can be more complicated and cumbersome compared to other MSP tools.

How to Choose the Best MSP Tool for Your Business

While there are plenty of MSP tools to choose from, the reality is that most solutions only cover part of the puzzle. You’ll end up juggling multiple platforms, paying for overlapping licenses, and wasting valuable time trying to stitch everything together.

Syncro’s Extended Monitoring and Management (XMM)™ platform changes that. By unifying RMM, PSA, Microsoft 365 multi-tenant management, and security into one cohesive system, Syncro eliminates tool sprawl and simplifies daily operations. You gain advanced monitoring, automated workflows, flexible billing, and 50+ integrations — all in a single platform that scales with your business.

• Automate repetitive IT tasks and reduce technician workload
• Strengthen security with guided Microsoft 365 baselines and assessments
• Improve client communication with branded portals, live chat, and embedded contact options
• Streamline billing and contracts to maximize profitability
• Scale confidently with unlimited endpoints and built-in remote access

Book a demo today to see how Syncro can help you consolidate your tech stack, reduce costs, and give your MSP a competitive edge.

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By

Kristen Costagliola

I care deeply about quality, security, and doing what’s right for our customers. My goal at Syncro is to deliver enterprise-grade software to MSPs and IT leaders, helping businesses grow through technology.

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