The 10 Best MSP Documentation Software in 2023

Introduction

Information is the lifeblood of any corporation, whether used to gain a competitive edge or to get vital business insights. So, it's crucial that information, in whatever form it takes, is kept safe and can be accessed quickly.

But manual procedures are still a problem for some companies, with staff spending too much time digging through piles of paper to locate important IT records.

This is where MSPs come in.

What is MSP documentation software?

But first, what is an MSP?

What is an MSP?

ientManaged service providers (MSPs) are businesses that help their clients with their IT operations and end-user computing needs from a remote location. MSPs are contracted by SMEs, NGOs and public sector organizations to carry out a certain range of operational management tasks.

Management, protection and tracking of networks and other infrastructures might fall under this category.

It's geared toward assisting businesses in automating their IT operations, such as patch management, server monitoring, and network security.

Management service providers (MSPs) often perform management services daily, relieving their clients of the burden of worrying about prolonged system downtimes and service disruptions.

The global market for managed service provider (MSP) software was worth USD 241.39 Billion in 2023 and it is expected to reach USD 465.23 Billion by 2030, expanding at a CAGR of 12.54 percent between 2023 and 2030.

There are thousands of vendors in the MSP software industry, each with its own unique set of offerings.

Features of MSP documentation tools

The core elements of an MSP documentation platform include:

‍Knowledge base — This is essentially the most important part of any IT documentation framework. An MSP must have instantaneous access to all the articles and papers accessible inside their ecosystem, including any information about customers' IT settings. Having a readily accessible knowledge base that can be queried makes it far less difficult to maintain a system and solve any issues that may arise.
Central dashboard — With this function, employees can see only the relevant data, such as their business apps, contacts, lists, credentials, actions, and more. Users can use dates, priorities, and other criteria to categorize and schedule tasks and information.
Configuration manager — Setting up a new device can be a hassle if you manually enter the information into the system. Templates in IT documentation systems make adding and altering configurations easy while keeping out unwanted parties (including users).
Integration portal — IT documentation systems geared at managed service providers (MSPs) should include various connectivity options that allow providers to connect and automate a wide range of mission-critical applications. PSA and RMM connectors, for instance, expedite providers' access to client service tickets and account details, allowing them to react to support inquiries more efficiently.
Asset management — It is crucial for MSPs and the businesses they assist in having visibility into the whereabouts and health of IT hardware. A valuable IT documentation platform will keep tabs on everything from wireless and network gadgets to virtualization technology, server components, and beyond.
Standard and customizable templates — Each business has unique procedures, needs, and combinations of solutions. Effective IT documentation platforms provide MSPs with pre-designed and customizable templates for documenting client-specific setups.
Secure data backup — Information management is the foundation and the pinnacle of business continuity. Managed service providers (MSPs) need reliable and safe backups for each customer and their respective companies, and a strong IT documentation platform will provide managers with this power. MSPs must take all necessary precautions to ensure that no unauthorized parties have access to such data.
Password management — Managed service providers (MSPs) have unrestricted access to all of their clients' infrastructure since they have the necessary credentials to do so. These records may be kept safe, and their status can be tracked and managed with the use of a password safe.

Best MSP documentation software of 2023

Many service providers are now using MSP documentation software to organize their processes, rules, and procedures in order to save time, reduce mistakes, and save operating expenses.

We've done the research and prepared a list of the best MSP tools provider and solutions for your company to use in 2023.

1. Scribe

2. IT Glue

3. Confluence

4. DokuWiki

5. OneNote

6. EverNote

7. Passportal Docs

8. Atera

9. MSP360

10. ManageEngine ServiceDesk Plus

1. Scribe

G2 rating: 4.9 out of 5 stars

Capterra rating: 5 out of 5 stars

Scribe Pricing: Starting from $29.00 /month.

Scribe was designed specifically for documenting workflows. It's an add-on for Chrome and Firefox, as well as a standalone desktop tool that records your screen and uses it to build a manual for you.

The newest addition to Scribe, Pages, allows you to embed Scribes inside bigger process documents, including videos, photos, and more.

Because Scribe records your mouse movements and keyboard strokes while you work, you'll never have to waste 20 minutes again showing Brenda from Accounting how to accomplish that one specific task in that one specific piece of software.

Simply click the extension and carry out your procedure. Instantaneously create a comprehensive manual for your project using both text and screenshots with Scribe, and stop trying to develop tutorials by capturing screenshots. While you focus on your job, Scribe will take care of the typing.

Our features include:

Lightning-fast document processing. Quickly generate step-by-step instructions with Scribe.
Chrome or Firefox web-based browser capture.
Unlimited manuals.
Simple embedding in any tool and one-click sharing.
Pages for process documents and training manuals with Scribes, text, videos and more.
Recording on a desktop (Pro).
Adaptable screenshots (Pro).
Redaction of screenshots (Pro).

2. IT Glue

G2 rating: 4.6 out of 5 stars

Capterra rating: 4.6 out of 5 stars

IT Glue Pricing: $19, $29, or $39 per user, depending on the level of functionality the MSP requires.

Because of its ability to help managed service providers (MSPs) consolidate and standardize documentation for IT processes, apps, devices, passwords, and other IT assets, IT Glue has become one of the most widely used documentation software suites in the MSP industry.

IT Glue claims that their document management software may assist MSPs boost productivity and decrease onboarding times by combining PSA (Professional Services Automation) and RMM (Remote Management and Monitoring) data. They claim that their clients are able to devote more time to revenue-generating activities now that they no longer have to waste time searching for files.

Features include:

Vault for process management and secure passwords
Relationship mapping, which allows users to connect related documentation components,
Deep Search to locate the precise data MSPs are looking for within assets and across enterprises (in seconds).
Automated documentation that enables users to expand and connect their content to other platforms.
IT Major PSA, RMM, BDR, and other platforms are integrated with Glue.
Naturally connects documents.
Setting up consumer access is straightforward.
It can alert MSPs to network activity, such as an SSL certificate that is about to expire or a firewall breach, in addition to being used as an IT documentation tool.
Additionally, the cloud-based platform eliminates MSPs' upfront software expenses.

3. Confluence

G2 rating: 4.1 out of 5 stars

Capterra rating: 4.4 out of 5 stars

Confluence Pricing: up to 10 users — $10 monthly flat fee, between 11-100 users - $5 per user/month.

Confluence is a piece of software that manages document sharing and team collaboration that can be purchased either as on-premises software or as Software-as-a-Service (SaaS).

Its features allow the user to:

Create multimedia content that is dynamic, including notes from meetings, project plans, product specifications, and more.
Make comments on your work using the inline, page, and file commenting tools.
Establish a location where each team, department, or project may communicate information, and maintain IT documentation in a hierarchical structure (and there is a search engine to find work)
Syncing between desktop and smartphone

4. DokuWiki

G2 rating: 3.9 out of 5 stars

Capterra rating: 4.5 out of 5 stars

DokuWiki Pricing: DokuWiki is a free and open-source IT documentation tool. Users can download, use and modify it without any charge.

DokuWiki is free, database-agnostic software for managing documents and other media. Users love it since it doesn't require much in the way of administration and has a plethora of plugins that extend its functionality beyond that of a standard wiki.

Features include:

HTML syntax is embedded in simple syntax.
Numerous page revisions
Images and other media can be uploaded and embedded.
Namespaces can be used to organize content, making it simple to browse
Easy to understand configuration