MSPs can access a single console to manage business processes including job scheduling, technician management, CRM, service requests and billing and invoicing.
IT management specialist
Quest Software announced the availability of PacketTrap MSP 6.2, the latest
version of its remote monitoring and management (RMM) platform designed for
small and midsize business (SMB) managed service providers (MSPs).
Delivering integration of
RMM functionality with professional service automation (PSA) technology,
PacketTrap MSP 6.2 is an end-to-end business management platform. MSPs can
access a single console to manage business processes, including job scheduling,
technician management, CRM, service requests and billing and invoicing. For
midsized MSPs and IT solutions providers, PacketTrap MSP delivers a remote
server, application and network management solution for service providers to
use across customer environments.
The integration between
PacketTrap MSP 6.2 and PacketTrap PSA, the companys professional service automation
solution, helps enable users to better track tickets, improving customer
service and reducing status calls; more accurately account for technicians'
billable hours; and decrease the billing cycle by more quickly and accurately
invoicing for completed work.
Among the many enhancements
to PacketTrap MSP, integration with our standalone PSA solution was a strategic
development investment as it meets MSPs' demand for technology that can be used
to more easily complete many common business tasks, said Matt Bolton, vice
president of product management for Quests network management division. Often,
we find that our target customers are not in the business of running
businesses. By using an intuitive platform that is far less cumbersome then
other solutions on the market, yet offers the same functionality, MSPs can
focus on providing new services to their own customers and marketing to new
In addition to integrating
with PacketTrap PSA, PacketTrap MSP 6.2 features other enhancements, such as
monitoring support for Cisco wireless controllers and new monitoring templates
for pre-defined monitoring and alerting of common applications. The platform
also enables MSPs to monitor customers Avaya voice over IP infrastructure,
which includes Avaya Aura Communications Manager, Avaya DP Office, PBX systems,
IP phones, gateways, switches, routers and end-to-end network, physical and
virtual IT infrastructure. Using PacketTrap MSP 6.2, MSPs can monitor
customers VOIP systems and network infrastructure using the same platform.
Quest launched PacketTrap
PSA earlier this month, following the companys acquisition of BlueFolder, a
provider of field and professional service management solutions. Quest enhanced
BlueFolders existing PSA technology, offering MSPs a solution to increase time
savings and profitability by simplifying business management processes.
Nathan Eddy is Associate Editor, Midmarket, at eWEEK.com. Before joining eWEEK.com, Nate was a writer with ChannelWeb and he served as an editor at FierceMarkets. He is a graduate of the Medill School of Journalism at Northwestern University.