# CloudRadial Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is CloudRadial the right Managed Service Providers (MSP) solution for you? Explore 55 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/199354/CloudRadial/reviews --- CloudRadial 4.7 (55) [View alternatives](https://www.capterra.com/p/199354/CloudRadial/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of CloudRadial Ease of use 4.1 Customer Service 4.7 ## Pros and Cons in Reviews Lucas B DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: Less than 6 months. “Having a central dashboard for both ourselves and our clients that we could customise with training, access to their web apps, ticket submission etc was the number one reason for this product.“ October 6, 2023 JG James G Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The Customer Planner is helpful for visualizing customer goals, but it does not integrate with the ConnectWise Opportunities our vCIO / AM teams use to actually report on and execute these plans, which introduces significant manual "paperwork" following customer Planner meetings to re-create our Planner items inside Opportunities.“ August 31, 2022 BM Brandon M CEOInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “The Cloudradial solution helps drive a lot of interactions we have with our customer into a common location from support to reporting to sales. “ August 26, 2022 KL Kevin L Experienced ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 1-2 years. “Teaching other administrators where to go to edit specific pieces of information is cumbersome and it feels like the administrative portions are spread out to every corner of the software, making it hard to ensure that things are handled properly.“ August 18, 2022 AS Alastair S Customer Service SpecialistInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “It gives them control of their IT in a way that they've never had before and it lets us add structure to ticketing, on and offboarding requests and QBR's.“ August 29, 2022 AT Adam T TechnicianInformation Technology and Services, 11 - 50 employeesUsed the software for: Less than 6 months. “processes don't feel user-friendly, takes a lot of searching for answers outside of the platform to perform some tasks.“ August 29, 2022 TM Taralee M Customer Experience ManagerInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 1-2 years. “The support features, documentation, and customizable links make it a great central place for our clients to find almost everything they need from us.“ August 26, 2022 KL Kevin L Experienced ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 1-2 years. “Another portion that feels incomplete is the ticket submission forms.“ August 18, 2022 ## Showing most helpful reviews Showing 1-25 of 55 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sean H. CEO Computer & Network Security Used the software for: 2+ years ### "Great help desk software" August 30, 2022 5.0 Great product that helped us while bringing on a very large client (for us). This product has given us a competitive advantage against others and is an amazing sales tool, training portal, reporting dashboard, support tool and account management tool. Pros The team is very responsive. You can see that they love the product and are there to help. We moved from a competitor who was mostly coasting. Cons There is a lot to getting this implemented. I would recommend the white glove support if they still have that as an option for installation. Alternatives considered [DeskDirector](https://www.capterra.com/p/176872/DeskDirector-Portal/) Reason for choosing CloudRadial Support and features Switched from [BrightGauge](https://www.capterra.com/p/226439/BrightGauge/)[DeskDirector](https://www.capterra.com/p/176872/DeskDirector-Portal/) Had to rebuild from the ground up and found that Cloud Radial had more features and better support Review Source JG James G. Operations Manager Information Technology and Services Used the software for: 2+ years ### "A Solid Customer Portal for MSPs" August 31, 2022 5.0 The core functionality of the application is excellent and reliable. The things that work, work well. My review has been vocal in the shortcomings of its integrations with our business tools because we see the real potential the application could have to be a 100% automated self-service window into our entire customer relationship lifecycle. The product is 75-80% of the way there, and we are very satisfied with the portions which do work, and have no intention of shopping around for another vendor at this time. \[SENSITIVE CONTENT\] and the support team at CloudRadial are responsive and earnest, but have missed the mark a few times on transparency and setting realistic expectations for their commitments to develop additional critical features for the product. The introduction and expansion of other CloudRadial modules (like Assessments) have continued to reinforce the value of the product for us, and we're optimistic about the growth and future development of the platform. Pros The customer experience is straightforward. The functionality which exists is very customizable compared to industry standards. Managing Service Tickets, Assessments, Invoices, and customer Planner / Roadmaps is intuitive and easy. Cons Items which have been on the CloudRadial software development roadmap for years have not been released or given firm timelines. Timelines for actively-in-development product functionality which have been expressed to us in emails or calls have repeatedly been missed, in the case of the ConnectWise Manage Projects module spanning all the way back to our original onboarding meetings in October of 2019 (it is August 31, 2022 when I write this). Critically, we receive regular complaints from customers that anything associated with a Project in ConnectWise Manage will disappear from the customer portal, as Project Tickets will not integrate with CloudRadial and customers assume it has been closed because it is simply impossible for them to see anymore. The Customer Planner is helpful for visualizing customer goals, but it does not integrate with the ConnectWise Opportunities our vCIO / AM teams use to actually report on and execute these plans, which introduces significant manual "paperwork" following customer Planner meetings to re-create our Planner items inside Opportunities. Alternatives considered [Invarosoft](https://www.capterra.com/p/214402/Invarosoft-CX-Platform/)[DeskDirector](https://www.capterra.com/p/176872/DeskDirector-Portal/) Reason for choosing CloudRadial CloudRadial's interface is cleaner than its competitors, and we saw a higher potential for growth and development in the platform. Review Source Lucas B. Director Information Technology and Services Used the software for: Less than 6 months ### "Great idea but poorly executed" October 6, 2023 3.0 Pros Having a central dashboard for both ourselves and our clients that we could customise with training, access to their web apps, ticket submission etc was the number one reason for this product. The dashboard looked great once configured. Cons Customising and setting up content for the dashboard was painful, confusing and very difficult. Support helped a lot but it needs serious simplification Alternatives considered [Invarosoft](https://www.capterra.com/p/214402/Invarosoft-CX-Platform/) Review Source BM Brandon M. CEO Information Technology and Services Used the software for: 6-12 months ### "Must Have " August 26, 2022 5.0 We are working to drive all our main lines of customer engagement through the portal to help create a common experience from sales to support. Our use of CR is really helping transform our good process into something that is visible at all times to our customers. Pros The Cloudradial solution helps drive a lot of interactions we have with our customer into a common location from support to reporting to sales. Helping customers not go 10 different spots helps improve our engagement in many ways. Cons Nothing at the moment. We see continuous product enhancements and very happy with the solution. Switched from [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) The native customer portal in CW Manage leaves a lot to be desired as you work to improve the cusotmer's digital engagement. Cloudradial provides a very easy and intuitive solution that puts multiple layers of information within our customers reach without having to pick up a phone or wait on a response from our team. Review Source KL Kevin L. Experienced Manager Information Technology and Services Used the software for: 1-2 years ### "A great piece of software with room for improvement" August 18, 2022 4.0 Overall I have really liked working with CloudRadial. I really enjoy working with the support teams and being able to solve internal and external business issues easily and quickly. There are a few things that I wish I could do more of but overall I am satisfied with the product. I would like to get more visibility into the development path for CloudRadial and I would like to see more focus on enhancing the current feature set instead of development of additional features and integrations. Pros I really like the ease-of-use for the end user. Also publishing and managing content is a nice and easy to understand system for multiple people to be involved with. I like that I can use this platform to drive multiple parts of our business without needing a lot of extra effort in sea parting those entities. Cons Administration of the various systems is one of my biggest pain points. Teaching other administrators where to go to edit specific pieces of information is cumbersome and it feels like the administrative portions are spread out to every corner of the software, making it hard to ensure that things are handled properly. Another portion that feels incomplete is the ticket submission forms. Forms are great and there are some good options but there are some missing features around choices that are made. Choices in the form can effect the form questions, however those questions are unable to affect routing decisions or how tickets get categorized when they are created. Alternatives considered [Invarosoft](https://www.capterra.com/p/214402/Invarosoft-CX-Platform/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing CloudRadial The visual presentation and desktop agent were the main deciding factors, as well as the customizability and price. Review Source DK Drea K. Senior Operations Specialist Information Technology and Services Used the software for: 1-2 years ### "Works great for tickets and opportunities, but look elsewhere if you need a portal for projects" August 29, 2022 4.0 CloudRadial has been great for getting clients the ability to see and interact with their service tickets, cleaning up their company directory, showing high risk users, MFA, license counts etc. CloudRadial's Customer service is excellent, however, notifications about potential outages due to changes could use some work. At one point no one was able to login to CR due to changes made during the day. this appears to be improving slightly, but being notified of upcoming maintenance, changes, updates, etc ahead of time seems like a no brainer and an easy win. Pros The end user experience in CloudRadial is amazing, it has a lot of robust data and features at your fingertips. Cons As an administrator and implementer, the setup is very confusing, takes a long time to adjust to the learning curve, and the lack of Project features to show clients is very disappointing. Alternatives considered [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) Switched from [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) I changed companies via an acquisition, and CloudRadial was already purchased, but not yet implemented. Review Source DV Don V. Mr Information Technology and Services Used the software for: Less than 6 months ### "Lots of potential if you invest the time." August 26, 2022 4.0 Pros Our primary focus initially was on the account management features for Assessments, Policies, Dashboards, Reports, and Planner. There is plenty of "meat" in there to help shape your vCIO discussions. Cons It requires a TREMENDOUS investment of time to really unlock the potential of the system. You may have to re-envision how you engage with your clients. For us it took 3-4 weeks of really solid work to get the system ready for a client beta. It was well worth the investment, but without that effort, I'm not sure how much value we would derive from the system. Alternatives considered [Invarosoft](https://www.capterra.com/p/214402/Invarosoft-CX-Platform/) Reason for choosing CloudRadial We chose CloudRadial for two primary reasons. One, CloudRadial better aligned with our business model from an Assessment and Planner perspective. Two, CloudRadial just seems to be emerging as the market leader from an integrations perspective. Review Source CC Chris C. Principal Consultant Information Technology and Services Used the software for: 6-12 months ### "CloudRadial for the Win. Market Leader" August 26, 2022 5.0 I moved from a big competitor and it was the best choice we made. I've checked out a few of the main competitors when I moved and CloudRadial was the easy choice. Pros I love the Microsoft look and feel. It really makes the learning curve easier. KB articles are easy to read and follow. Cons Sometimes when things have so much customization it can be a challenge to get each piece to work as expected. Reason for choosing CloudRadial The other main option had client side installers which isn't conducive in this cloud world. Switched from [DeskDirector](https://www.capterra.com/p/176872/DeskDirector-Portal/) Customer service was some of the worst I've experienced. Many of the tools and functions just didn't work as expected or advertised. Review Source MW Melainy W. Office Manager Information Technology and Services Used the software for: 6-12 months ### "Good Product for EndUsers" August 26, 2022 4.0 Pros This software has changed the way we are able to interact with clients. It provides live data which increases accountability and ease of management. There is a lot of information available for those who seek it out. Cons The platform is often slow. It also lacks granularity when publishing content. Alternatives considered [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing CloudRadial CloudRadial provides a larger feature set, more granularity, and MFA which was not offered at the time. Review Source Tim M. CxO Information Technology and Services Used the software for: 2+ years ### "Great Product, Getting support however..." August 9, 2022 4.0 The organization is great, but the inability to actually CALL someone and speak to a human being for support absolutely blows. Pros Integrates well, but has a LOT of interconnected pieces all of which must be aligned to work as desired, which is a little frustrating. It's a little over-complicated in my opinion. Cons It's complicated with too many inter-dependant/inter-related components and settings. Switched from [DeskDirector](https://www.capterra.com/p/176872/DeskDirector-Portal/) Looking for more functionality Review Source LW Lisa W. Customer Success Coordinator Information Technology and Services Used the software for: 1-2 years ### "New system for me" August 26, 2022 4.0 It allows for less direct emails from clients when they can review/update/request things instead of emailing directly. Pros I love that tickets can be created from this software and integrate into our CRM Cons I would like to see more "How To's" for people that are new to this software. Step by step that literally walks you through the process without needing to use current clients. Review Source WP William P. President Computer & Network Security Used the software for: 6-12 months ### "A game changing solution" August 26, 2022 5.0 Great company to work with and their support team is A+ Pros Easy to use for us as well as clients. Very customizable. Features are unsurpassed. Cons Have not found any "Cons" yet to the program at this time. Fits all our needs. Review Source kE kyle E. CEO Information Technology and Services Used the software for: 2+ years ### "Platform to help mature your business" August 25, 2022 5.0 QBR Planning and Compliance management was the reasons we started using CloudRadial. We have implemented most of the features and has become a very important part of our business process. Pros The most impactful tool from this software for us is the Planning tool. This allows us to share information with our clients in a central location in a format that creates budgeting and project plans quarterly. This sets the expectations with the client and helps us schedule ahead so we are consistently hitting our schedules and budgets. Cons The software was initially wasn't intuitive to setup. After working with the trainers it reduced our learning curve and improved our efficiency using the tool. I understand it is mandatory for new users to take the training which wasn't when we started using the software. Review Source bW bryan W. Pro Service Manager Information Services Used the software for: 1-2 years ### "Great Product for Tech Roadmapping" August 22, 2022 5.0 Pros Cloud radial makes the strategy sessions easier to navigate as the non-tech clients work to understand what is coming down the line in the next month or year Cons The stand up of the product is a time-taking event. Sevearl times during the stand-up we made critical faults to skip steps that were later needed to effectively use the Cloud Radial product effectively Review Source MH Michael H. VP of Client Services Computer & Network Security Used the software for: 2+ years ### "Review of Cloud Radial" August 16, 2022 5.0 Automation for new user requests Pros Integration with AUtotask is very simple Cons I would love if there was a chat feature integrated. That is our biggest priority for 2022 Review Source KB Kim B. Office Manager Computer Hardware Used the software for: 6-12 months ### "Great Product and Customer Support" August 22, 2022 5.0 I like using the product and working with the staff at CloudRadial. Pros Makes for a professional entry for our customers into our PSA System. Easy interface for the customer user. Cons Not very intuitive to learn and use. Thank goodness for the hands on training provided by CloudRadial. Very good customer service. The video training, while good, is hard to navigate for what you are looking for. Review Source BR Brian R. IT Information Technology and Services Used the software for: 2+ years ### "Excellent Product" August 29, 2022 5.0 Excellent product and support staff. Pros This makes planning for my clients future so much easier. Cons Permissions for user access isn't as granular as needed. Review Source JD Joshua D. Tier 1 Helpdesk Technician Information Technology and Services Used the software for: Less than 6 months ### "Cloud Radial For Helpdesks" August 31, 2022 4.0 I have only used it a few months and have been customizing it but so far it is very user friendly and seems to have a lot of potential. Pros I love the ticket management and integration with PSAs. I also like how customizable the forms are to assist users with submitting tickets. Cons I wish there were more options to create companies and sub companies. This would allow for greater customization that could work better for different fields. Review Source RM Rizwan M. president Information Technology and Services Used the software for: I used a free trial ### "Excellent MSP Software" August 31, 2022 5.0 Pros You can provide intranet, customer management and training Cons Menu Items can be hard to find. It might be better to allow favorites, pinning for menu items. Review Source BW Brian W. CEO Information Technology and Services Used the software for: 2+ years ### "Cloudradial = 100x improvement with Client Experience" August 23, 2022 5.0 Support has been amazing, feature requests are acted upon and delivered, client calls have been cut down by about 40%, tickets are entered in a consistent matter for ease of reference and management. Pros Solves the tech debt problem with most PSA's that MSP's use. A client portal on steroids - with full customization down to even an individual client. Cons They don't want to be a PSA - but I wish they did... lol. Reason for choosing CloudRadial Superior in features, support and roadmap. We have more integrations than listed below but it only let me pick 5 of them. Here are all the integrations we currently have: Augmentt Autotask PSA Breach Secure Now Datto SIRIS Backup Hudu Liongard MailChimp Quoter/Autotask PSA Wise-Pay Review Source AD Andrew D. Controller Insurance Used the software for: 2+ years ### "Client-Friendly, Innovative, and Great Customer Support" August 22, 2022 5.0 Our company is not the only one benefitting from CloudRadial, but our clients benefit from having more information right at their fingertips. CloudRadial synthesizes our data, provides efficient means for managing tickets, and helps consolidate lots of ticket information into intuitive locations leading to a better customer experience. I can't recommend CloudRadial enough and I always encourage peers at IT Nation - Evolve to get on the CloudRadial train. Pros We continue to encourage our clients to go to CloudRadial FIRST. Our clients use this tool to enter standard support tickets which lessens the burden on dispatch, understand user lists and M365 quantities lessening the burden on Client Experience(CXM)/Finance, and clients can see their timeline for new projects which helps CXMs prepare for PBRs. In short, CloudRadial cuts down our cost of our most expensive resource, our employees while also streamlining processes that would previously take valuable time. Second, \[SENSITIVE CONTENT\] and his team are always attentive to our concerns and are willing to innovate when we suggest features and abilities that would make our job easier. CloudRadial is customer-focused and wants to put the best possible product in their client's hands and that is what they continue to do. Cons As a Finance person, I want simplicity and speed when syncing. Syncing features sometimes lag resulting in having to schedule myself to revisit issues from the previous day after syncing has occurred. Reason for choosing CloudRadial I was not part of the purchasing process. Review Source VR Verified Reviewer CIO Information Technology and Services Used the software for: 2+ years ### "A game changer for us" August 22, 2022 5.0 The support team has been amazing. They are responsive both to support tickets and to feature requests through the forums. In the few years we have been using the product we have seen many of the features go from requests to deployed in the product. Pros Cloudradial integrates with our PSA, our RMM, and other tools we use on a regular basis. It streamlines the ticket submission process and lets you customize ticket forms for each customer. Cons I wish there were more granular controls in the ticket forms. For example, being able to limit specific dates or creating different question flows based on previous answers. There is a feature to hide questions until a specific condition, but I would like it if it could be more granular. Review Source KH Kevin H. Head of Projects Information Technology and Services Used the software for: 1-2 years ### "Game changing application for MSPs" September 8, 2022 5.0 I really like the software. It fills a gap for us and its here to stay. We have invested hundreds of hours in getting to know it and fine-tuning it for our clients. Pros We use Cloudradial as an account management tool for our clients to show their assets and compliance stats. Our account managers use the planner and meeting features in sales meetings with existing clients. In a few cases, Cloudradial was the app that got us over the line in pitches for new clients. I used the knowledge base a lot and we provide a ton of content for our clients, including their own policies (infosec, QA, HR etc). I like how granular you can be about who sees the published articles. We are increasingly using the policies section to report on compliance for our clients Cons Navigation can be convoluted and long-winded. For example, if I am editing KB articles and I want to see which company groups a client belongs to, its a nuisance to exit KB and navigate back to the client to check, and then come all the way back to partner content. KB sorting and filtering is a pain. Every time I come back to partner content, all content groups are expanded and I have to scroll down to find the package I was working on. It would be very helpful to move content types (articles, courses, menu items etc) to tabs or all them to be rolled up by default. It would also be great if partner content was searchable. When publishing content, it would be great to have a check-box for each article to select whether it is published. I regularly have to remove an article from sight while an amendment is being written and would be amazing if I could simply uncheck this article and re-publish the package to remove the article from view. There is a work-around for this, but it is convoluted and time consuming. Review Source AS Alastair S. Customer Service Specialist Information Technology and Services Used the software for: 1-2 years ### "A solid product that is evolving fast" August 29, 2022 4.0 We love the transparency that Cloudradial brings to our customers. They can see exactly what they have, what they need, what we are doing and how well we are doing it. It gives them control of their IT in a way that they've never had before and it lets us add structure to ticketing, on and offboarding requests and QBR's. Pros Very simple to setup and it's easy to get customers into it since they don't need any separate login credentials Cons Much of the deeper information is hidden away in non-intuitive places to find like graphs etc in the right hand pull outs. There are also regular bugs that crop up and can't be replicated. Review Source AA Alexandre A. vDSI Information Technology and Services Used the software for: 6-12 months ### "Cloud Radial, or how to ease the connection with the clients for MSP" August 31, 2022 5.0 We were searching for a customer portal to ease the communication with our clients and users. From this point of view we reached our goal. We need to work a bit more to be able to master the report and QBR. Pros The first step of the integration was quite easy and straightforward. After a bit of customization, the tool was ours. The first time our clients saw their tickets appearing on the screen of their computer, with all these information reachable in one place, I could saw the stars in their eyes. Cons The lack of customization on numbers of forms or data list is quite annoying. As for example, it's not possible yet to change the column displayed on the "workstations" category. It's not possible to customize the reports content. My clients doesn't need all these information about their computer on every report, yet I cannot change that, and I have to send this unoptimized report. 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