N-able CEO On Rewst, HaloPSA Integrations: ‘The Mission Is To Empower MSPs’
‘What's key for the MSP is how efficient [they are] leveraging all this technology,’ says John Pagliuca, N-able CEO. ‘They’re finding a lot of times they’re reentering data, or not able to pull data in an efficient manner, while they’re burning cycles. We need to be mindful of our mission and that mission is to empower these MSPs to drive them to scale and to drive them through efficiency.’
N-able CEO John Pagliuca said the integrations are part of a bigger vision that starts with the needs of the MSP.
“What's key for the MSP is how efficient [they are] leveraging all this technology,” he told CRN. “They’re finding a lot of times they’re reentering data, or not able to pull data in an efficient manner, while they’re burning cycles. We need to be mindful of our mission and that mission is to empower these MSPs to drive them to scale and to drive them through efficiency.”
The market has grown up, he said, which means more and more vendors have private equity backing allowing for more products and solutions.
“We’d love for them to use as much N-able tech as possible but we know that there are going to be solutions that pop up every day, all really creative bits that will be useful,” said Pagliuca (pictured above). “We want to have the strategy where it's more of this open environment that we can push and pull data, that's the key.”
In terms of the HaloPSA integration, N-able is now pushing and pulling data from the Halo platform and leveraging its AI functionality to drive more automation and efficiency.
“We believe that's a strategy that's different compared to some of our competitors,” he said. “It's a winning strategy because we know that's what the MSPs want and that's what they need to leverage all this technology that's coming.”
The HaloPSA integrations provide AI-assisted ticket resolution, streamline workflows between RMM (remote monitoring and management) and PSAs (professional services automation) and allows for better management and auditing of tickets within the software for alerts.
Tim Barton-Wines, an executive at HaloPSA, said because it's the first two-way integration, it allows Halo to get access into N-able’s RMM tool and use AI and automation to resolve helpdesk tickets.
“You can have a ticket arriving at your service desk, we can look at your old ticket history and look inside N-central at all the scripts you can run and the devices associated,” Barton-Wines told CRN. “We can then delve into N-Central, run the script against that device and it will self resolve the ticket in real time. It’s a level of integration with a PSA and RMM that has never been achieved before.”
Simon Beckett, director of UK-based MSP Dynacom IT Support Limited, is a recent HaloPSA customer, “which is great because we've also got stuff in our RMM which we can now see from within Halo.”
“It saves me duplicating the effort of putting information into two different places,” he told CRN. “If we find ourselves having to log into the RMM less because it's creating the tickets more effectively in Halo, that will save us a massive amount of time. It will encourage the guys on the help desk to keep better records and better records means more accurate information.”
The Rewst integrations allow MSPs to automate end-to-end workflows across multiple products, shorten time to value with more than 100 pre-built automations and connect applications together without having to write and maintain scripts or use APIs (application programming interface).
“Because MSPs don't need to load a Rewst agent to execute something on an endpoint, instead they can use N-able to do so,” Aharon Chernin, Rewst CEO and founder, told CRN. “The benefit of not installing another agent means you're not increasing your vulnerability attack surface area, just because you decided to add another product to your stack. The more that you can reuse your existing products to create an overall automation strategy, the less risk you have as a company.”