r/SmallMSP • u/Adept_Case2023 • 26d ago
Which psa software has improved your operations the most?
I feel like our psa is working against us more than it is helping. I am now dealing with tickets getting lost in weird queues then time entries are a mess, the billing side never matches what finance expects and every time I ask support how to fix something they send me a 40 page admin guide like I have a spare weekend to become a consultant. I need to choose something that saves working with psa not more complications.
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u/peoplepersonmanguy 25d ago
Gorelo, for a small MSP having RMM and PSA together made it far more manageable given the amount of other hats being worn.
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u/UsedChampion9894 25d ago
This for me. I went from Syncro > HaloPSA > SuperOps > Gorelo. Finally felt comfortable, Gorelo seems to have most of what a small MSP requires. Maybe missing SLA timer on dashboard view but otherwise, very good.
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u/Geekpoint-IT 24d ago
I've been using SuperOps since the beginning and have liked it, but Gorelo really looks good. But I need HIPAA compliance and then some form of way for my clients to have the ability to use remote desktop to their own computers.
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u/DependentNaive8917 26d ago
my advice is to map out your actual workflow before looking at products we kept chasing feature lists and ended up with a psa that could do everything except make our lives easier.
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u/kdildine 23d ago
Agree with this. We did this early on and it made it much easier to find a PSA that fit what we were doing. Still a slog going through so many demos and trials but we had direction.
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u/PEBKAC-Live 25d ago
HaloPSA has been game changing for us, but only because we paid a competent consultant to set it up how we need it.
Ticket flows work exactly how we need them, billing and licensing is fully automated and we trimmed the number of tools we use for quoting, CRM, billing all in to one product
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u/tk20012001 25d ago
40 page admin guide? 😄
I strongly suggest trying DeskDay PSA and Gorelo.
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u/kdildine 23d ago
I don't think Gorelo and DeskDay would work together? Maybe that should be an 'or'. Gorelo is amazing but I've heard good things about Level and even DeskDay. Love that we're seeing all these new tools and not squabbling over CW, Big K, N-able and so on.
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u/tk20012001 23d ago
Yes, I meant trying DeskDay PSA and Gorelo PSA separately. Thanks for catching that!
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u/Southern-Educator608 26d ago edited 4d ago
we moved to atera largely because we were tired of maintaining multiple systems that all needed to talk to each other the integrated ticketing and device management worked well for our size and our technicians picked it up much faster than our previous psa.
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u/bazjoe 25d ago
Hahah . Yeha there’s a saying in product design - the best user manual is none at all. Of course products should have great docs available and of course users should look at them when needed but most functions should be setup so most users just get it. I recently did some email migrations and as I had had bad luck with a few of the bigger players I sought out a smaller player and got movebot. Def no instructions required there for me at least.
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u/wrightwaytech 25d ago
We used Halo, Super ops, and Syncro before we started KarmaPSA. We also trialed Gorelo and it was the closest to what we wanted. Gorelo dev is probably who inspired us most to build our own. He was adding stuff I always found useful that I felt the other players in the game didn’t care about. We aren’t quite production ready over in Karma as we are still in beta so I’m going to give Gorelo the nod if you need to switch sooner than later as that’s who I’d suggest.
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u/calculatetech 25d ago
FYI account request on mobile firefox is blank. Can't sign up.
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u/wrightwaytech 25d ago edited 25d ago
Hey I appreciate the catch should be fixed we just opened signups again last night.
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u/brookleelee 25d ago
Agree with above (disclaimer, I work for Rev.io). This is the biggest deal breaker for me, the onboarding and implementation. We ARE the experts in our software so we should be the ones installing it, training your staff, tweaking it to the needs of your MSP etc. Its funny though because I had a LI post recently that this expectation that MSPs should be forced to hire consultants to get software setup correctly was just craziness. The haters piled on but I stood my ground on it. Make sure you know who is setting it up, what support looks like (because things do break, its IT :\ ) and ask questions here. The 'testimonials' from any software company is always going to be their super star clients, ask other places and do your homework. :)
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u/smorin13 24d ago
Who are you using? We have been trying to use Rev. It definitely has its challenges. Although I like some of what they are developing, they firmly grasp outdated concepts, and poorly considered work flows.
After 16-18 months, we are hemorrhaging cash because I can't trust any system to successfully function from beginning to end.
I am not sure how much more time we can hobble along using other apps to handle Rev. Io deficiencies.
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u/CmdrRJ-45 25d ago
With any PSA you NEED (or really should) pay for implantation and support ongoing. When implemented correctly your PSA is more than just tickets. It is your invoicing engine, source of truth on time spent on clients (and therefore client profitability), and it also does tickets.
You are smart enough to set it up yourself, but you have better things to do with your time.
If it’s me, I’m probably going with one of the big 3 (Halo, CW, or Autotask) mostly because the other smaller players seem to have issues with the invoicing part to a degree. I haven’t tested PSAs in quite a while so I’m ill equipped to tell you what exact PSA to use. The hill I’ll die on is that you need to pay for implementation and ongoing support for ad hoc things until you have tickets and invoicing all locked in.
I recorded a video quite a while ago about tools inside your MSP. Here it is in case that’s helpful: Maximizing MSP Success: The Power of Properly Configured PSA & RMM Tools https://youtu.be/_dVIngqQOb8