TechValidate Research on PacketTrap MSP

These pages present data that TechValidate has sourced via direct research with verified customers and users of PacketTrap MSP. TechValidate stands behind the authenticity of all published data. Learn more »

247 Customers Surveyed

2,220 Data Points Collected

25 Published TechFacts

29 Published Charts

11 Published Case Studies

Selected Research Highlights

PacketTrap Solution – Remote Access from Anywhere, No VPN connection Required

A medium enterprise computer services company provided Remote Systems Access from anywhere without VPN requirements by deploying the PacketTrap solution.

Case Study: Small Business Computer Services MSP


This case study of a small business computer services company is based on a April 2010 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We chose PacketTrap for its ease of install, no onsite hardware, better features and I own the software vs monthly rental.”


  • Solved the following challenges for their customers by using their Quest PacketTrap MSP:
    • Ability to monitor servers
    • Traffic monitoring and alerts
    • Reporting

Use Case

  • Monitors 1200 servers, desktops, laptops, and other devices.
  • Use TigerPaw for Professional Service Automation (PSA) today.


  • Rated their overall satisfaction with their Quest PacketTrap MSP as very satisfied.
  • Loaded their Quest PacketTrap MSP and started monitoring in 20 minutes.
  • Recommends their Quest PacketTrap MSP to other MSPs for the following reasons:
    • Ease of use
    • Functionality and features
    • Support and technical knowledge
  • Outperforms other remote network management solutions in the following areas:
    • Custom scripts
    • NOC View
  • Selected their Quest PacketTrap MSP for the following reasons:
    • Technology offered increased value/efficencies for current customers
    • Technical support and training
    • Product features and functionality

Excellent Network Infrastructure Monitoring

What was the greatest determining factor for purchasing Quest PacketTrap MSP?

Features such as scripting, AV, remote access: 15%
Customer support: 1%
Business consulting support - acceleration program: 5%
Network infrastructure monitoring: 62%
Other: 17%

Case Study: Medium Enterprise Professional Services Company


This case study of a medium enterprise professional services company is based on a May 2012 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“PacketTrap MSP does not require oodles of time configuring and scripting — the default configuration works well for us in most cases. We wanted something that would dramatically speed up onboarding of new MSP clients, and PacketTrap has given us that.”


  • Addressed the following operational challenges by deploying PacketTrap’s Remote Monitoring and Management solution:
    • Minimized management of multiple solutions tools
    • Provided Remote Systems Access from anywhere without VPN requirements
    • Increased customer mgmt efficiency for staff
    • Improved ability to reduce downtime average for customers
    • Provided the ability to diagnose network issues quickly and remotely
    • Provided Network assessment solution
    • Replaced manual remediation with auto-remediation
    • Easy to onboard new clients
  • Solved the following technical challenges by deploying the PacketTrap solutions for their clients:
    • Reduced downtime, increased uptime
    • Increased awareness of network health
    • Improved network performance
    • Improved server performance
    • Improved workstation performance
    • Addressed bandwidth issues/ latency

Use Case

  • Leverages/values PacketTrap the following remote access tools built-in to the solution the most:
    • Expert Assist
  • Most commonly asked to address user workstation performance issues (browser is running slowly) during on-site visits.
  • Uses Sage Business Works.


  • Found the following aspects of PacketTrap PSA were the most appealing during their demo trial:
    • Using another vendor (not in the market)
  • Reduced the cost of managing IT in the following ways with PacketTrap:
    • By being able diagnose issues much faster with view into clients’ entire network, making on-site visits more productive
    • By reducing travel time and associated fees, including overtime pay by automating many routine IT management tasks
    • By increasing ability to manage multiple and comprehensive networks remotely within a single interface
  • Finds the follow are the most valuable aspects of PacketTrap’s MSP solution:
    • Servers & Desktops monitoring/mgmt
    • Network device monitoring/mgmt
    • VM monitoring/mgmt
    • Printer monitoring/mgmt
    • Network Traffic Analysis
    • Website Surfing Analysis
    • MSP Acceleration – Business Consulting
    • Global Policy Device Mgmt
    • Antivirus offering
    • Remote Access options
    • Network Diagnostic Tools
    • Customer Licensing Model

PacketTrap MSP Value – Expert Assist

71% of surveyed IT organizations leverage/value PacketTrap Expert Assist remote access tool the most.

“Extras” Provided During Service Requests

What is the most common “extra” task you’re asked to complete by clients during an on-site visit?

Security issues – Check PC or server for a virus: 6%
User workstation performance issues – Browser is running slowly: 26%
Hardware issues – Monitor issues, printer is down: 11%
General IT management – A user can’t log in, desktop configurations need to be fixed, a new software update needs to be pushed: 36%
network management issues – Bandwidth problem or router/ switch issue: 18%
Other: 3%

More to Explore

About PacketTrap MSP

Dell Software PacketTrap MSP (Managed Service Provider) is a purpose-built robust and affordable platform to monitor your customers in a secure, customized environment for your business.

  Quest Website