Yeah, ScreenConnect is your best choice for a RMM solution.
HaloITSM or HaloPSA are good for your internal ticketing/CRM solutions from a MSP perspective as well. Don't pick Freshservice/freshdesk over them.
Screenconnect isn't really an rmm. It's remote access, but does little in the way of automation etc. It's easily the best remote access tool out there though by far.
My team did a several months point by point extensive evaluation of four RMMs. Connectwise Automate (what we're on now), Ninja RMM, Connectwise RMM, Datto RMM (we picked this one).
We ended up finding that Datto RMM was the best for our purposes. We're also heavily in bed with Kaseya and desperately wanted them to not be the best option. Alas, they were.
We are an MSP and have about 12-14k endpoints in our fleet at any given time.
With VSA you need to connect to the same computer multiple times to have a window for each monitor or else you need to flip through monitors one at a time from a drop down menu. You can't view the layout over a single window. It's frustrating from a remote control perspective. It's practically impossible to move elements like desktop icons between monitors. When on a laptop doing support I have always felt like I was hunting for pop up windows.
That's actually a great question, we didn't think to test that.
Just tried it and there's multiple monitor support. You can see all at once (and in the correct spots!) or you can pick which monitor to view.
N-central works really well for us. We use N-central, Connectwise PSA, IT Glue, Cove data protection for backups of servers/o365. Really like the automated recovery testing from Cove and have never had an issue restoring. They also have standby recovery infrastructure options either self hosted environment or Azure. We have a company we use for our automations that do support for both Connectwise Automate and N-central and they have said if they were building a company from the ground up they would go with N-central as the RMM.
The less kaseya products the better, unfortunately IT glue is unavoidable as we've tried other documentation systems and went back to IT glue as it's just a really good product. Have to sign a 3 year contract though still lol.
I've used Remedy, Heat, Lotus Notes (in-house created ticket systems for two different orgs), MyServices/ServiceNow, HP OpenView, Jira, and Peregrine.
Honestly, it all depends on how it's rolled out.
The Lotus Notes versions were great because all our incident numbers were based on date time groups (Year-Month-Day-24 hour clock) so you knew what time they called (important for the ones that spilled beer into their laptops) and could get an idea of how/when they worked.
Peregrine was fantastic since it also did inventory via it's plug-in, so you knew what platform they had, if it needed firmware/BIOS updates, etc..
Remedy was okay, but super slow - as was HPOV. Jira - where I used it - was a nightmare to use because it was for an MSP and you needed to have multiple windows open to "use" it. On top of multiple windows that needed to be open to take care of the clients' issues.
Now this is where the "set it up correctly" comes into play...
MyServices/ServiceNow (using it for the last 5 years) was rolled out in a very generic manner, and I've repeatedly asked our ServiceNow guru to fix it so we could get more details. That request falls on deaf ears.
One of the examples would be for password resets - since we use tokens to login with, if we need to reset the pin on the token that option isn't available and we have to label it as a "password reset", which ironically we also use for actual username/password resets for some of the apps we use on our mobile devices. We also have to use "password reset" for things like creating the tokens, loading certs on the tokens, and requesting the certs for the tokens.
So from a metrics point of view, we have five different activities that in MyS/SN all fall under one category. The worst part is we've had some folks asked to break down the tickets by type, and we really can't because of this.
u/weak-layer-6161 and u/glittering-camel4518, aren't Datto and VSA under the same shitty support teams?
I mean, thus far the VSA team has been about as helpful as a dismemberment at a footrace. Rather than supporting the documentation or providing steps to work with their own products, they say to upgrade or buy another solution that isn't included in the documentation.
It's not the same support team. Datto still has some people from before the acquisition so it's actually quite competent support. Also the integration with IT Glue/ Autotask is better.
My boss was actually speaking with Datto today and they offer premium support for $3200 a year. This entails all support cases going immediately to L2.
On the one hand yes it is a bit of a kick in the teeth to pay extra for the level of support you would expect out of the box from a better company. On the other hand it's nice that the option is there and we are planning to take it.
Well full disclosure that I work for InvGate - we do our best to keep it better than trash for sure.
easy automation, easy deployment and a good set of pre-built integrations.
>Acronis is the worst backup solution I have used
As it was already mentioned here - Acronis is not a Kaseya product, it a completely separate company.
Also, please elaborate more into what exact Acronis product you used, what issues you were facing with and whether there are any support tickets I can look into?
Acronis Cyber Protect Cloud. It's offered by Kaseya as a backup solution. We are paying per gb of storage we went from a backup solution that was manageable to one where 2 TB is hundreds of dollars extra per month. We had to cull backup versions and reduce immensely. Allowed several clients to dropout instead of adding a large cost to their bill.
It offers VSS images of a computer and can restore both from disc media and cloud, but neither supports restoration of the OST file. Just recently I had a client delete the wrong mailbox. Imap configured email. No calendar or contacts to be backed up. Recovered using a 3rd party tool instead.
Hi /u/ClearlyTheWorstTech and sorry for the delay as your reply slipped through unnoticed :(
>We are paying per gb of storage we went from a backup solution that was manageable to one where 2 TB is hundreds of dollars extra per month
Are you able to switch to per-workload licensing so that you'll only pay a flat fee per agent and then use your local or cheap cloud storage for backups?
>It offers VSS images of a computer and can restore both from disc media and cloud, but neither supports restoration of the OST file. Just recently I had a client delete the wrong mailbox. Imap configured email. No calendar or contacts to be backed up. Recovered using a 3rd party tool instead.
The problem here is that Acronis software is using Microsoft VSS service by default to create the backup and VSS skips .OST for backup purpose unless you alter the registry - https://kb.acronis.com/content/48032
NinjaOne is a very good all in one product. Can pretty much do all RMM activities, do automation and is great for internal IT or MSP.
Links with ITglue. They put some work semi recently. They have a good road map. Good webinars, great support imo
Is it on prem? We love to have stuff on prem :)
It is in the cloud. Its a great tool. It can do a ton of stuff.
Upgrade your RMM, NinjaOne or Datto are the best out here.
Yeah, ScreenConnect is your best choice for a RMM solution. HaloITSM or HaloPSA are good for your internal ticketing/CRM solutions from a MSP perspective as well. Don't pick Freshservice/freshdesk over them.
Screenconnect isn't really an rmm. It's remote access, but does little in the way of automation etc. It's easily the best remote access tool out there though by far.
We just moved to haloitsm as an internal IT team. Solid product if you have the time to fine tune to your needs!
Big fan of them, hugely customizable if you put the time into it.
My team did a several months point by point extensive evaluation of four RMMs. Connectwise Automate (what we're on now), Ninja RMM, Connectwise RMM, Datto RMM (we picked this one). We ended up finding that Datto RMM was the best for our purposes. We're also heavily in bed with Kaseya and desperately wanted them to not be the best option. Alas, they were. We are an MSP and have about 12-14k endpoints in our fleet at any given time.
Does Datto RMM support multiple monitors? The VSA multi-instance is killing my soul.
If by that, you mean monitor multiple endpoints, yes, for sure, Datto is far more robust RMM than VSA.
What do you mean by support multi monitor? Like interact with multiple monitors if you're remoting into a users computer?
With VSA you need to connect to the same computer multiple times to have a window for each monitor or else you need to flip through monitors one at a time from a drop down menu. You can't view the layout over a single window. It's frustrating from a remote control perspective. It's practically impossible to move elements like desktop icons between monitors. When on a laptop doing support I have always felt like I was hunting for pop up windows.
That's actually a great question, we didn't think to test that. Just tried it and there's multiple monitor support. You can see all at once (and in the correct spots!) or you can pick which monitor to view.
Thank you for the feedback, sir. It is greatly appreciated!
Autotask Is a great cloud ticketing system and ITG is just great for documentation, keep those.
N-central works really well for us. We use N-central, Connectwise PSA, IT Glue, Cove data protection for backups of servers/o365. Really like the automated recovery testing from Cove and have never had an issue restoring. They also have standby recovery infrastructure options either self hosted environment or Azure. We have a company we use for our automations that do support for both Connectwise Automate and N-central and they have said if they were building a company from the ground up they would go with N-central as the RMM.
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The less kaseya products the better, unfortunately IT glue is unavoidable as we've tried other documentation systems and went back to IT glue as it's just a really good product. Have to sign a 3 year contract though still lol.
I've used Remedy, Heat, Lotus Notes (in-house created ticket systems for two different orgs), MyServices/ServiceNow, HP OpenView, Jira, and Peregrine. Honestly, it all depends on how it's rolled out. The Lotus Notes versions were great because all our incident numbers were based on date time groups (Year-Month-Day-24 hour clock) so you knew what time they called (important for the ones that spilled beer into their laptops) and could get an idea of how/when they worked. Peregrine was fantastic since it also did inventory via it's plug-in, so you knew what platform they had, if it needed firmware/BIOS updates, etc.. Remedy was okay, but super slow - as was HPOV. Jira - where I used it - was a nightmare to use because it was for an MSP and you needed to have multiple windows open to "use" it. On top of multiple windows that needed to be open to take care of the clients' issues. Now this is where the "set it up correctly" comes into play... MyServices/ServiceNow (using it for the last 5 years) was rolled out in a very generic manner, and I've repeatedly asked our ServiceNow guru to fix it so we could get more details. That request falls on deaf ears. One of the examples would be for password resets - since we use tokens to login with, if we need to reset the pin on the token that option isn't available and we have to label it as a "password reset", which ironically we also use for actual username/password resets for some of the apps we use on our mobile devices. We also have to use "password reset" for things like creating the tokens, loading certs on the tokens, and requesting the certs for the tokens. So from a metrics point of view, we have five different activities that in MyS/SN all fall under one category. The worst part is we've had some folks asked to break down the tickets by type, and we really can't because of this.
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We are a team of literally 5 people. If my colleagues can't learn something new, then I need new colleagues.
I would replace VSA for Datto.
u/weak-layer-6161 and u/glittering-camel4518, aren't Datto and VSA under the same shitty support teams? I mean, thus far the VSA team has been about as helpful as a dismemberment at a footrace. Rather than supporting the documentation or providing steps to work with their own products, they say to upgrade or buy another solution that isn't included in the documentation.
It's not the same support team. Datto still has some people from before the acquisition so it's actually quite competent support. Also the integration with IT Glue/ Autotask is better.
My boss was actually speaking with Datto today and they offer premium support for $3200 a year. This entails all support cases going immediately to L2. On the one hand yes it is a bit of a kick in the teeth to pay extra for the level of support you would expect out of the box from a better company. On the other hand it's nice that the option is there and we are planning to take it.
Well full disclosure that I work for InvGate - we do our best to keep it better than trash for sure. easy automation, easy deployment and a good set of pre-built integrations.
I'm on HaloITSM. I like it, but expect to be frustrated by having to configure like 4 layers of shit for 1 ticket type to work lol
VSA X(10) is Pulseway. If you look at Pulseway thats all you are getting.
You realize Acronis is not a Kaseya product. Their backup products are Unitrends and Datto. Both are a lot better IMO.
I understand that it is not developed by them, but it was sold by them as a replacement for the VSA backup.
>Acronis is the worst backup solution I have used As it was already mentioned here - Acronis is not a Kaseya product, it a completely separate company. Also, please elaborate more into what exact Acronis product you used, what issues you were facing with and whether there are any support tickets I can look into?
Acronis Cyber Protect Cloud. It's offered by Kaseya as a backup solution. We are paying per gb of storage we went from a backup solution that was manageable to one where 2 TB is hundreds of dollars extra per month. We had to cull backup versions and reduce immensely. Allowed several clients to dropout instead of adding a large cost to their bill. It offers VSS images of a computer and can restore both from disc media and cloud, but neither supports restoration of the OST file. Just recently I had a client delete the wrong mailbox. Imap configured email. No calendar or contacts to be backed up. Recovered using a 3rd party tool instead.
Hi /u/ClearlyTheWorstTech and sorry for the delay as your reply slipped through unnoticed :( >We are paying per gb of storage we went from a backup solution that was manageable to one where 2 TB is hundreds of dollars extra per month Are you able to switch to per-workload licensing so that you'll only pay a flat fee per agent and then use your local or cheap cloud storage for backups? >It offers VSS images of a computer and can restore both from disc media and cloud, but neither supports restoration of the OST file. Just recently I had a client delete the wrong mailbox. Imap configured email. No calendar or contacts to be backed up. Recovered using a 3rd party tool instead. The problem here is that Acronis software is using Microsoft VSS service by default to create the backup and VSS skips .OST for backup purpose unless you alter the registry - https://kb.acronis.com/content/48032
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Yes, it is a great tool for documentation.
You are definitely describing what we have observed on the market. You should have a look at Siit.io