Matrix42 Alternative: When AI Support Fits Better

Matrix42 manages your devices well. That still doesn't settle who helps employees when Outlook hangs.

Short verdict: Matrix42 is one of the large German vendors for service and endpoint management – headquartered in Frankfurt, with a strong partner network and a platform that brings together tickets, processes, software distribution and device management. If you want to build central IT control for many devices, you will find a lot there. If, on the other hand, you mainly want to resolve everyday user requests faster, you don't need a platform project for that – you need AI support that talks directly to the user.

What is Matrix42?

Matrix42 combines enterprise service management with unified endpoint management. On one side are ticketing, service catalog, asset and contract management, and workflows for IT, HR and facilities. On the other side are software distribution, patch management, mobile device management and security policies for endpoints.

The company is based in Frankfurt am Main, has a strong presence in the German-speaking region among mid-sized businesses, the public sector and large corporations, and works a lot through implementation partners. The current versions add role-based workspaces and integrated AI support for ticket handlers.

How much does Matrix42 cost?

Matrix42 does not publish fixed prices. Quotes are put together individually by modules, number of handlers and devices, and existing infrastructure – usually together with a partner who also handles the rollout. For smaller organizations, the cost and effort framework is therefore hard to estimate in advance.

Why do many look for a Matrix42 alternative?

Because Matrix42 is built for central control – and that costs rollout, maintenance and know-how.

• Platform project: Introducing service and endpoint management together takes time and usually needs a partner.
• No public prices: Budget planning without a quote is difficult.
• Policy instead of conversation: Endpoint management distributes software and patches centrally. It doesn't solve a user's specific problem – “Outlook is slow”, “the printer is gone” – in dialogue.
• 1st level stays manual work: Tickets are organized better but are still handled by people.
• Oversized for small IT teams: If you look after 30 or 80 workstations, you rarely need a full ESM and UEM platform.

Matrix42 and SuperSupport compared

• Category – Matrix42: ESM/ITSM + unified endpoint management; SuperSupport: AI support for end users
• Origin – Matrix42: Germany (Frankfurt); SuperSupport: Austria
• Pricing – Matrix42: individual, on request; SuperSupport: per workstation
• Rollout – Matrix42: project, usually with a partner; SuperSupport: install the agent, get started
• Ticketing, catalog, assets – Matrix42: yes, comprehensive; SuperSupport: the chat is the case
• Software distribution, patches, MDM – Matrix42: yes, core function; SuperSupport: no
• Problem solving in dialogue with the user – Matrix42: no; SuperSupport: yes, core function
• Diagnosis on the device – Matrix42: via inventory and policies; SuperSupport: in conversation, on the specific problem
• Remediation on the device – Matrix42: centrally distributed packages/scripts; SuperSupport: by the agent, sensitive items after approval
• Platforms – Matrix42: Windows, macOS, mobile devices; SuperSupport: Windows and macOS
• AI – Matrix42: support for ticket handlers; SuperSupport: AI agent for end users
• Multi-tenant for MSPs – Matrix42: via partner solutions; SuperSupport: yes, from the ground up

On origin and data protection, the two vendors are close together. The difference lies in the approach: central control versus help in the individual case.

Where is the biggest difference in everyday use?

Matrix42 makes sure all devices are configured correctly. SuperSupport helps when something still gets stuck on a device.

Example: A user wants to see the same printer several times with different default settings – “A4 black and white”, “A3 color”. In a centrally managed environment, this becomes a ticket, someone adjusts the printer assignment and redistributes it. The SuperSupport agent reads out the printers present on the device, asks for the desired names and prepares the variants. How this works technically is shown in Add a printer multiple times.

Who is each a fit for?

Matrix42 is a fit if …

• you want to build a central platform for service and endpoint management,
• many devices need to be supplied uniformly with software, patches and policies,
• a German vendor with a partner network and references in the public sector matters to you,
• budget and time for a rollout project are available.

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SuperSupport in addition to Matrix42 is a fit if …

• Matrix42 stays in place for processes and device management,
• but 1st level should be solved in the chat on the device before a ticket is created.

SuperSupport instead of Matrix42 is a fit if …

• you don't want a platform project but fewer user requests (AI relief for IT teams),
• you are an MSP supporting many smaller customers for whom Matrix42 is too big (AI support for MSPs).

What other Matrix42 alternatives are there?

Among European vendors, TOPdesk, Serviceware, OTRS/Znuny and KIX are the best-known ITSM alternatives. For endpoint management, Microsoft Intune or RMM tools such as Atera and NinjaOne come into question. Internationally, Freshservice, Jira Service Management and, for large organizations, ServiceNow are widespread.

What does SuperSupport offer?

SuperSupport takes over 1st-level IT support via chat: The user describes the problem, the agent diagnoses directly on the Windows or Mac device, fixes harmless items itself and submits anything sensitive to IT for approval. Every step is logged, and every chat is also the case. Developed in Austria.

Frequently asked questions

What is Matrix42?

Matrix42 is a German software vendor from Frankfurt that combines enterprise service management (ITSM/ESM) with unified endpoint management – that is, ticketing and processes together with software distribution, patch management and device management.

How much does Matrix42 cost?

Matrix42 does not publish fixed prices. The solutions are quoted individually based on scope, modules and infrastructure, often through partners.

Can Matrix42 manage endpoints?

Yes. Through endpoint management, Matrix42 distributes software and patches, manages mobile devices and enforces policies. This is policy-driven by IT, not in dialogue with the user.

How does SuperSupport differ from Matrix42?

Matrix42 is a platform with which IT controls processes and devices centrally. SuperSupport is AI support that talks to the user, investigates the specific problem on the device and, after approval, solves it.

Can I use Matrix42 and SuperSupport together?

Yes. Matrix42 stays responsible for processes, assets and software distribution; SuperSupport handles 1st level in the chat and passes open cases on as a ticket.

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IT support that fixes itself.

supersupport.ai handles your 1st-level support fully automatically. Secure your spot on the waitlist now.

Join the Waitlist