This newsletter is in BETA, and feedback is welcomed and encouraged. Anyone who joins in the beta will be included in the launch offer! The intention is to deliver a set of actionable insights into the discussions had by the community for vendors to leverage for execution. Does this deliver?
Channel Chatter is the parsing of the listening posts that the Business of Tech podcast has around the MSP community across discussion forums and groups to bring together insights and discussions that I think are worth considering. In considering the needs of MSPs by listening to them for the podcast, there are insights specifically for vendors serving the space to be shared. That is this newsletter.
A very weirdly written post got my attention.
It has come to my attention a lowly highly political corporate company I am stationed at is putting in fake tickets to train an internal employee. I'm gonna get fired.
Anyway, when an employee for the company you do work for asks you how to do really basic things, which is what you where hired for.
What do you do? Does anyone have a script?
Now, the response almost read as I would have thought.
Every sentence in this text seems like a non sequitur. Im not enterely sure of what you mean, but each ticketing software should have an API.
Probably should have asked ChatGPT to write this post.
It did, however, leave me with a thought. Is there a need for an MSP process training … system? When you use new software, there is often a demo mode or a pre-set of data that one can experiment with. This is particularly true of SaaS software, where a default set of documents or a tutorial is setup to allow users quicker onboarding.
Could a training area be setup for providers to be able to train new employees with their toolkit? Should software vendors provide “demo modes” for existing customers to allow them to have training areas?
This seems like a simple thing, but would have significant impact. While many vendors supply training and courseware, would it be possible and efficient to offer a “demo mode” or “non-impact mode”, where new employees could use the software and yet not damage anything?
This small, powerful idea has been bouncing around my head since I spotted this, and I knew I had to lead off the new year with it.
Topics of Interest
This section is a high-level summary of the major topics of discussion within the community during the time period. This gives you a sense of the questions the community is raising and what they are discussing.
Email Management in Microsoft 365: The interest in consolidating multiple mailboxes into a single mailbox within Microsoft 365, and the exploration of various methods like PowerShell scripting for this purpose, stands out. This reflects a unique challenge in email management and user preference in a world where email volume and management can be overwhelming.
Telephony Security Challenges like "War Dialing": The issue of modern-day "war dialing," where clients receive thousands of automated calls, is particularly notable. It illustrates the persistence of old hacking methods in new forms and the ongoing challenges in securing modern VoIP systems against such attacks.
The Ethical Implications of Training Practices: The discussion about a company allegedly creating fake tickets to train an internal employee is unusual and raises questions about ethical training practices in the IT industry. It reflects the potential conflicts between effective training and ethical business conduct.
Remote Work and Virtual Workspace Tools: The consideration of tools like Microsoft Teams, Slack, and Discord for creating a virtual workspace for remote teams is notable. It highlights how companies are adapting to remote work environments and the growing importance of choosing the right digital communication tools.
Transition from MSP Employee to Direct Hire by a Client: The dilemma faced by an MSP employee considering a direct hire offer from a client offers an intriguing look into the professional dynamics and legal considerations in the MSP industry. This scenario highlights the nuanced relationship between MSPs, their employees, and their clients.
Vendor Relations and Trust Issues: The discussion about N-able's legal documents and their use of client branding demonstrates the delicate balance between vendor-client relationships and trust.
Vendor Support and User Experience: User experiences with NinjaRMM and other RMM tools highlight the significance of vendor support and user interface design in software tools used by MSPs
Product Gaps
This section is intended to highlight “gaps” that appear to exist in the market, where a specific weakness or need is highlighted in terms of product offerings. This can also include potential gaps in the market. If you wondered what MSPs “wish things did”, that’s this section.
Integrated Email Management Solutions: There is a need for more sophisticated tools that can consolidate and manage multiple email accounts, especially within platforms like Microsoft 365. A solution that simplifies the integration and management of different mailboxes could be highly beneficial.
Training and Ethical Management Tools: The concern about creating fake tickets for training purposes highlights a need for more ethical and effective training tools in IT environments. Software that simulates real-world scenarios without ethical conflicts could be valuable.
Privileged Access Management (PAM) for Larger Teams: With the complexity of managing admin roles in large teams, a simplified yet robust PAM solution that is easy to deploy and manage across various clients and environments could fill a significant gap.
Innovative Training and Upskilling Platforms: With rapid technological changes, there's a demand for dynamic, interactive training platforms that help IT professionals stay updated and develop new skills efficiently.
Vendor Discussion
This section is designed to give you insights into who was “discussed” this week. These are vendors that were mentioned or commented upon, and not necessarily a specific set of complaints about the vendor. This may be a good opportunity to learn about a new name, or get a sense of who is in the zeitgeist. It’s long. It’s intentionally long, to give you the firehose.
1Password: Suggested for password management.
42gears SureMDM: Recommended for managing OS updates on Zebra scanners.
ABB: Mentioned as a good Internet Service Provider for NBN in Australia.
Ace Cloud Hosting: Discussed for QuickBooks hosting.
Acronis Cyber Protect: Included in the security stack of a UK-based MSP.
Adobe: Discussed in the context of pricing structures for managed services.
ADP: Mentioned in a conversation.
Alternative Pay: Discussed for credit card payment processing.
Ansible: Mentioned as a potential solution for managing Windows machines.
Appteega: Known for its delivery through MSPs.
Asterisk: Used for building a protection system against "war dialing".
Atera: Discussed for managing password resets.
Aukik: Discussed as an alternative to IT Glue.
Auth0: Mentioned as an option for MFA implementation.
AuthAnvil: Mentioned in a conversation about software storage.
authlite: Mentioned as an option for MFA implementation.
Autotask: Recommended for surveys and ticketing.
Avantage.nl: Recommended for their services in the Netherlands.
Avast CloudCare: Part of the security stack of a UK-based MSP.
Azure AD: Discussed in the context of AVD management.
Azure Blob: Suggested for storing software packages.
Barracuda: Recommended for integration with Defender in a security stack.
Beazley MediaTech: Mentioned for a significant increase in premiums.
Benji Pays: Praised for its flexibility in payment processing.
BizRatings: Recommended for its support and display features.
Blumira: Discussed for GDPR compliance.
Boingo: Mentioned in a conversation about IT infrastructure services.
Carbon Systems: Discussed in the context of hardware distribution.
CDK Cloud Connect (Velocloud): Mentioned in a conversation about troubleshooting issues.
CDW: Noted as being high-priced for hardware purchasing.
ChatGPT: Mentioned as a tool for generating dynamic content for websites.
Chocolatey: Discussed for its ability to have authentication and utilize VirusTotal for file scanning.
Cisco Meraki: Suggested as a robust firewall option.
Citrix: Mentioned in a conversation about performance issues with SentinelOne.
CodeTwo: Highly recommended for email signature management.
ConnectBooster: Noted for a price increase following its acquisition by Kaseya.
Connectwise (formerly Continuum): Used by an MSP for RMM.
Cox Automotive (VINSolutions): Discussed for troubleshooting website issues.
CrewHu: Mentioned in the context of survey providers.
Crossware: Mentioned for email signature management.
Customer Thermometer: Recommended for its integration and ease of setup.
CyberArk: Discussed as a specific PAM solution.
Cyberfox PAM: Mentioned as a specific PAM solution.
CyberQP: Discussed in the context of password management.
Dahua: Discussed in the context of camera systems.
Datto: Suggested for backup solutions and mentioned in RMM context.
Dell: Discussed in relation to hardware issues with VINSolutions.
Discord: Used by tech teams for professional communication.
DryvIQ: Suggested as a tool to provide URL data from the source during migrations.
Duo: Discussed for MFA implementation and issues in audit logs.
Egnyte: Suggested for secure file sharing and collaboration.
Emsisoft: Discussed for its integration with Syncro.
Entra: Mentioned in the context of an MSP's migration.
Exchange Online: Discussed in the context of email management in Microsoft 365.
Flexpoint: Spoken highly of for its ease of use in credit card processing.
Fortinet: Recommended as a robust firewall option.
FortMesa: Noted for its focus on MSP education and enablement.
G2: Recommended for comparing different RMM solutions.
Gaggle: Proposed as a potential solution for collaborative email management.
Gmail: Discussed in the context of spam filtering efficiency.
Google: Discussed in the context of moving away from GSuite.
Google Workspace (GWS): Discussed in the context of company communication tools.
Groups.io: Suggested for managing collaborative email communication.
GRC for MSPs: Promoting their services for ISO 27001 certification.
Halo: Part of an MSP's migration from Connectwise.
Hikvision: Discussed in the context of camera systems.
Hiren's Boot Disk: Mentioned for resetting Windows passwords.
Horizon: Part of the products an MSP employee had to learn quickly.
Hornetsecurity: Mentioned for email signature management.
HubSpot: Suggested for project-based collaboration.
Hudu: Negative sentiment about the lack of automatic updates on its Cloud-Hosted service.
Huntress: Included in the security stack of a UK-based MSP.
htmlsig.com: Mentioned for email signature management.
IMAP: Discussed in the context of email services.
ImmyBot: Suggested for automating the software installation process.
Ingram Micro: Subpar service but preferred for pricing and shipping costs.
INKY: Mentioned for email signature management.
Intuit: Creator of QuickBooks, discussed in hosting context.
Intune: Mentioned for device management and password reset management.
INtune: Discussed in the context of password resets.
IT Flow: Discussed as an alternative to IT Glue.
ITGlue: Mentioned in conversations about documentation tools.
IT Portal/SIPortal: Negative feedback for being full of bugs and losing information.
JAMF Pro: Discussed in the context of Apple device management.
Jenne: Mentioned in the context of hardware distribution.
Jeremy Oaks from Automation Theory: Linked to Hudu's hosted infrastructure vulnerabilities.
Kali Linux: Used for password resetting methods.
Kandji: Discussed as an alternative in Apple device management.
Kaseya: Mentioned in RMM tool discussion.
Keeper: Discussed for its password management capabilities.
KeePass: Mentioned in a conversation.
Lavazza: Mentioned for email signature management.
Lenovo: Discussed in relation to hardware issues with VINSolutions.
Letsignit: Mentioned for email signature management.
LinkedIn: Mentioned as a platform for hiring.
Listserv: Mentioned in a conversation about collaborative email management.
Lionguard: Discussed as an alternative to IT Glue.
Lumu: Included in the security stack of a UK-based MSP.
Mailchimp: Proposed solution for managing collaborative email communication.
Mailman: Mentioned in a conversation about collaborative email management.
MAPI: Discussed in the context of email services.
Marketopia: Mentioned as a lead generation service.
ManageEngine UDM: Discussed for managing Windows, Mac, and Linux machines.
Melio: Mentioned for credit card payment processing.
Microsoft 365 (M365): Frequently mentioned in various contexts, particularly in email management and licensing.
Microsoft Authenticator: Discussed in the context of mobile device management.
Microsoft DaRT: Mentioned for resetting Windows passwords.
Microsoft Gallery images: Discussed in the context of AVD management.
Microsoft Partner Portal: Mentioned in a conversation about GDAP permissions.
Motion: Suggested as a project management tool.
MS Authenticator: Discussed in the context of mobile device management.
MS Partner Portal: Mentioned in a conversation about GDAP permissions.
MSP Webinar: Inviting people to their annual address for SMB IT.
N-able: Strong negative sentiment due to perceived predatory tactics and poor communication.
Nate Freedman at Tech Pro Marketing: Suggested as a contact for website assessment.
Nerdio: Discussed for managing AVD deployments.
Net user: Mentioned in a conversation about password resets.
Nextcloud: Suggested for sharing common files and messaging.
Ninja: Mentioned in a conversation about RMM solutions.
NinjaRMM: Mixed sentiment with some frustration expressed about its device search functionality.
NinjaOne: Mentioned in a conversation about RMM solutions.
NSO: Recommended for IT services in the Netherlands.
Office 365: Frequently mentioned, particularly in the context of email management and collaborative communication.
Okta: Discussed in the context of troubleshooting issues with VINSolutions.
OVH: Mentioned in a conversation about QuickBooks hosting.
Pax 8: Mentioned in various contexts, including product offerings and hiring.
Pax8: Discussed for its offerings in the MSP sector.
Passcape: Mentioned for resetting Windows passwords.
Passportal: Mentioned in conversations about password management and as an alternative to Hudu.
PCUnlocker: Suggested for resetting Windows passwords.
erch: Mentioned in a conversation about troubleshooting issues with VINSolutions.
Ping Identity: Mentioned as an option for MFA implementation.
Pronto Marketing: Positively mentioned for generating leads from their websites.
Qualys: Listed as a competitor in a cybersecurity context.
QuickBooks: Discussed in the context of hosting and integration with payment processors.
QuickPass: Discussed in the context of Just in Time (JIT) access for admin roles.
Quotewerks: Mentioned in a conversation about hardware distribution.
RapidFire Tools: Listed as a competitor in a cybersecurity context.
RingCentral: Mentioned in a conversation about "war dialing" and telephony security.
Ro.am: Discussed as a virtual office space option.
SaaS Alerts: Mentioned in a conversation about company communication tools.
ScanSource: Used depending on inventory availability in hardware distribution.
Securden: Suggested for privileged access management.
SentinelOne: Discussed in the context of causing slow performance on devices.
SharePoint: Mentioned in various contexts, including migrations and collaborative work.
Sigsync: Mentioned for email signature management.
Silverfort: Mentioned as an option for MFA implementation.
Slack: Discussed as a corporate solution similar to Microsoft Teams.
SOTI: Suggested for managing OS updates on Zebra scanners.
Sophos Firewall: Recommended as a robust firewall option.
Sophos: Suggested as an alternative to SentinelOne.
Stellar Password Recovery: Mentioned for resetting Windows passwords.
Stripe: Tested for credit card payment processing before choosing Flexpoint.
Summit: Mentioned as a good Internet Service Provider for NBN in Australia.
SuperOps.AI: Recommended for its community scripting library.
Superloop Connect: Received positive feedback as an Internet Service Provider for NBN in Australia.
SureMDM Hub: Discussed for its multi-tenancy solutions for managing multiple tenants.
Synology NAS: Discussed for its data encryption and access restrictions.
Syncro: Discussed for its RMM tool capabilities and pricing.
Synnex: Service declined since merging with Tech Data.
Syncro MSP: Discussed in the context of managing workstations.
TD Synnex: Service declined since merging with Tech Data.
TeamViewer: Mentioned as a tool for connecting to machines manually.
Tech Data: Discussed for hardware distribution, preferred for pricing and shipping.
TechIDManager: Discussed for managing tech IDs in admin access.
Telstra: Mentioned in a conversation about contractual obligations.
Tenable: Listed as a competitor in a cybersecurity context.
Threatlocker: Recommended if the budget allows for a security stack.
Todyl: Discussed for GDPR compliance and SIEM product.
Unifi: Mentioned in the context of camera systems.
VadeSecure: Part of the security stack of a UK-based MSP.
Veeam: Suggested for backup solutions.
Velo: Mentioned in a conversation about troubleshooting issues with VINSolutions.
Verkada: Discussed in the context of camera systems.
Victor Canada: Mentioned in a conversation about MSP small business insurance.
VINSolutions: Discussed for troubleshooting website issues.
VirusTotal: Discussed in the context of file scanning for software packages.
VSA: Mentioned in a conversation about RMM tools.
Wasabi: Mentioned in a conversation about QuickBooks hosting.
Watchguard Firewalls: Discussed as part of a security stack and for client use.
Windows: Mentioned in various contexts, particularly in managing updates and problems.
Windows Repair Toolbox: Mentioned as a tool for repairing Windows systems.
WireShark: Used to capture logs and packets for troubleshooting.
Yoast SEO: Used by a participant to optimize their website.
Zen Insurance: Discussed in a conversation about MSP small business insurance.
Zebra Lifeguard: Suggested for managing OS updates on Zebra scanners.
Zebra's SMS product: Questioned for facilitating OS updates on Zebra scanners.
Zoho Vault: Discussed in the context of password management.