Customer Success

The 10 Best MSP Documentation Software in 2022

MSP documentation software is vital, yet most businesses don’t know how to use it. We'll show you the best MSP documentation software for all kinds of use cases.

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 2022, and it is expected to reach USD 465.23 Billion by 2030, expanding at a CAGR of 12.54% 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 2022

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 2022.

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

5. OneNote

G2 rating: 4.5 out of 5 stars

Capterra rating: 4.6 out of 5 stars

OneNote Pricing: OneNote is part of the Microsoft Office 365 software suite, which costs between $8.25 to $12.50 per user per month for businesses.

Microsoft's OneNote is a document management app that lets you create digital notebooks in which you may type, scribble, draw, and clip material to make it easier to collect your thoughts, file them away, and share them with others regardless of the device they're using.

Its features enable users to:

  • Content can be sorted by notebooks, sections, and pages.
  • Mark important and to-do notes for emphasis.
  • Use a stylus or your finger to make notes or annotations.
  • Add files, add web videos, and record audio notes
  • Save content with a single click by using the OneNote Web Clipper.
  • Exchange notepads with coworkers.

6. EverNote 

G2 rating: 4.4 out of 5 stars

Capterra rating: 4.4 out of 5 stars

EverNote Pricing: $12.50 per user per month.

Evernote is a handy tool for making lists, keeping track of notes, and archiving old files.

Features:

  • Use on an unlimited number of gadgets and people.
  • Team Spaces for collaboration and sharing.
  • Monthly uploads of 20 GB plus 2 GB per user.
  • View older notes and bring them back.
  • Central admin console for managing permissions.
  • Personal Evernote Premium is free with the yearly plan.

7. Passportal docs

G2 rating: 4.1 out of 5 stars

Capterra rating: 4.4 out of 5 stars

Passportal Pricing:  $15-20

Passportal is a proven method of handling MSP passwords. They have started developing a documentation solution recently and the method of documenting is effective. There is support for all mandatory primary operations. When compared to competing platforms, Passportal has a significant advantage due to the seamless integration of its password management solution. Solarwinds bought out Passportal.

Features:

  • Firmly integrated with one of the top password management programs currently on the market
  • Affordable
  • Exceptionally strong integration with top PSA/RMM/Remote Access tool
  • Straightforward free-form text editor
  • Ready for mobile apps

8. Atera

G2 rating: 4.8 out of 5 stars

Capterra rating: 4.6 out of 5 stars

Atera Pricing:

  • Pro — $79 per technician per month
  • Growth — $119 per technician per month
  • Power — $149 per technician per month

All plans support unlimited devices and agents. There aren’t any hidden costs or add-on fees—Atera pricing is very transparent. 

Atera provides MSPs and IT pros with a wide range of useful features and flexibility. RMM, Remote Access, Billing, Reporting, and PSA are all integrated within the program (professional services automation).

Atera's PSA technology equips service providers with all the resources they need to streamline client management with a comprehensive toolkit. Included in this category are help desk software and invoicing and accounting systems.

Atera is a complete PSA solution that helps IT departments save time and provide superior customer support. 

Here is a summary of the features, advantages, and functions that Atera provides:

  • Built-in CRM for managing contacts, SLAs, and contracts
  • Support for help desks and ticketing
  • IT teams' centralized knowledge base
  • Different hourly rates, flexible contracting options for outside products, and more
  • Automate time tracking and monthly billing
  • Integrations of accounting software
  • Robust analytics and reporting

Another perk that IT professionals adore is the Atera mobile app. You and your personnel can use the app to track work that has been done and keep an eye on customer networks from anywhere. 

9. MSP360

G2 rating: 4.5 out of 5 stars

Capterra rating: 4.7 out of 5 stars

MSP360 Pricing:

Regardless of whether the client is running Apple macOS or Microsoft Windows, MSP360 for businesses starts at $10 per endpoint. If you purchase in sufficient quantity, you may be able to negotiate volume discounts and additional incentives in addition to this pricing (discuss with MSP360 sales staff for more specific information). Due to the higher management costs associated with managing servers, the price per server endpoint increases to $20. A 14-day trial is available for MSP360. 

MSP360 is tailored to the needs of MSPs and other similar businesses. This software was developed with MSPs and IT departments in mind, and its main function is backup management.

Data security has never been simpler than with MSP360. To back up your licenses and jobs in one convenient location, you may use cloud storage services like Amazon Web Services (AWS), Microsoft Azure (Azure), Backblaze B2, and others.

The survey by CompTIA found that only 4% of MSPs stated they didn't support cloud services. More than half (54%) believe that cloud services are a strategic offering, while 44% agree that customers can request cloud services.

As a result, you'll be able to offer better security for your customers' information and, by extension, boost your sales.

When it comes to the services you provide to customers, the software can back it all up:

  • File backups.
  • Desktop backups.
  • Windows backups.
  • Linux backups.
  • SQL server backups.
  • Office 365 backups.
  • Google Workspace backups.
  • macOS backups.
  • AWS backups.
  • Local backups.

All of these features, together with system snapshots, system-level restorations, and recovery testing, are managed from a single location.

Signing up for the service grants you immediate access to the administrative dashboard. Then you can either use your own private cloud storage system or take advantage of MSP360's two complimentary terabytes of cloud storage powered by Wasabi.

10. ManageEngine ServiceDesk Plus

G2 rating: 4.2 out of 5 stars

Capterra rating: 4.3 out of 5 stars

ManageEngine ServiceDesk Plus Pricing:

Standard Edition help desk module starts at $1195 for 10 technicians annually. Professional Edition starts at $495 for 2 technicians and 250 nodes annually. Enterprise Edition starts at $1195 for 2 technicians and 250 nodes.

ManageEngine ServiceDesk Plus is a service that ManageEngine provides to MSPs. For managed service providers looking for robust, integrated help desk software, this is the best option available.

There are options for deploying the platform either locally or on the cloud. It has been operating for more than a decade and has evolved to incorporate IT service management (ITSM) best practices and procedures.

Advantages include broad reporting possibilities, strong integrations, codeless personalization, and automated intelligence.

Here is a rundown of some of ManageEngine ServiceDesk Plus's other main features and benefits:

  • Incident management.
  • Self-service portals.
  • Multi-site support.
  • SLA management.
  • Asset management.
  • Help desk reports.
  • Knowledge base.
  • IT asset discovery.
  • Purchase and contract management.
  • Service Catalog.
  • Change management.
  • Release management.

Get started with a good MSP documentation software today

MSP software can help businesses save time and money by automating processes like patch management and monitoring. Data backup and disaster recovery are two more ways it may help businesses in securing their data.

It is important for organizations to carefully assess their requirements before settling on an MSP solution. Is remote tracking and management something you need? Or automation? Recovering from disaster and other backups? We must also take into account the cost. There is often a monthly subscription associated with MSP software, however, this might vary based on the specific functionality required.

It's also important to remember that MSP software is often difficult to use. In order to make the most of it, you'll probably need some instruction. Inquire about customer service, onboarding, and documentation options from any potential service providers.

Sign up for a free trial with Scribe and get the most out of your IT documentation today.