Quest Updates PacketTrap Remote Management Platform

IT management specialist Quest Software has released PacketTrap MSP 6.2, which is 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.

Single Console

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 company’s 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 Quest’s 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 prospects.”

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.

Comms Monitoring

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 company’s acquisition of BlueFolder, a provider of field and professional service management solutions.

Quest enhanced BlueFolder’s existing PSA technology, offering MSPs a solution to increase time savings and profitability by simplifying business management processes.