We're evaluating replacements for our current ticketing system and remote-access tool. Our internal IT team has roughly 3–6 people supporting about 300–400 endpoints, including approximately 75 Macs and 100 Apple mobile devices. We'd prefer one platform, or products from the same vendor, that combines ticketing, remote access, automation, patching, and basic device management.
I've been comparing SuperOps, Gorelo, NinjaOne, and possibly Syncro. SuperOps is reasonably priced and includes Apple management, but its MDM seems noticeably weaker than our existing Jamf deployment, and the ticketing features have not been especially impressive. Gorelo has been pleasant to use so far, although I'm concerned about its limited Intune and Entra integration and the lack of some documentation-platform integrations. Syncro worked well for me previously, but its pricing and MSP-focused features may not make sense for our internal team.
NinjaOne seems popular, but I haven't tested it yet and would like to understand its pricing, ticketing, remote-access capabilities, Hudu integration, automation, and suitability for an internal IT department. I'm also open to alternatives. What platforms have worked well for teams of a similar size, and should we keep Jamf and evaluate the RMM mainly on remote access and ticketing?
4 Answers
Another option worth testing is ManageEngine Endpoint Central, especially if price is a major factor. It can be paired with ServiceDesk Plus for ticketing, asset management, and endpoint administration. That said, experiences with its remote access, patching accuracy, reporting, and agent responsiveness vary quite a bit. I would run a serious pilot before committing, particularly if reliable patch management is important.
If you don’t need a full RMM, Action1 or PDQ Connect could be worth evaluating for Windows patching, software deployment, and basic endpoint management. Splashtop is also a straightforward, cost-effective remote-access option, but it won’t solve the ticketing consolidation by itself. Atera is another alternative with per-technician pricing, ticketing, scripts, and remote access, although it still uses some MSP-style concepts such as customers and sites.
We use a separate service desk, Intune, and Splashtop because the combination is more flexible than forcing every function into one platform. Standardizing deployments through the company portal also reduced the amount of custom scripting we needed.
You may want to separate the Apple-management decision from the RMM decision. At your scale, most RMM products will look weak beside Jamf, so judge them on remote access, automation, alerting, inventory, and ticketing instead of trying to replace every tool. Keeping Jamf while adopting NinjaOne or another RMM may cost more licenses, but it avoids trading a mature Apple-management system for a weaker all-in-one feature.
That’s probably the hardest part to explain internally. Replacing Jamf would save money, but it isn’t currently causing operational problems, so the savings may not justify losing capabilities we already rely on.
NinjaOne is probably the first product I’d trial for this use case. It has a clean interface, strong remote access, useful scripting and event triggers, patching, and adequate ticketing for a small internal team. The customizable tray application is particularly useful because users can launch approved scripts, request help, or access contact information.
The main drawbacks are that pricing is usually discussed through sales rather than published openly, and the built-in ticketing and reporting are fairly basic. Ask for a per-endpoint quote, get everything in writing, and negotiate with more than one quote if possible. Keep Jamf for the Apple fleet unless replacing it actually reduces administrative work.
I’ve used NinjaOne in both very small and larger environments and have generally been happy with it. The core RMM is strong, although the sales process can be aggressive, so make sure the quote clearly lists every included feature and add-on.
We’ve used it for years and it covers a lot at a reasonable price, but the agent can take several minutes to reconnect after a reboot or network interruption. The ticketing add-on is functional, though support quality may depend on the support tier you purchase.