What users are saying about
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Top Rated
207 Ratings
2 Ratings
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Score 10 out of 101

ConnectWise Manage

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Top Rated
207 Ratings
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Score 8.2 out of 101

Likelihood to Recommend

Agiloft Custom Workflow/BPM

Agiloft is perfect for managing requisitions, linking those requisitions to their appropriate contracts (and getting the contracts directly executed via DocuSign or Adobe), notifications on upcoming renewals, spend tracking, trend analysis, contractor access management and ticket automation, audits, and much more. The tool flexible enough to integrate with other platforms but users need to be made aware of the requirements/limitations of the integrations.
Carly Cockman profile photo

ConnectWise Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.2
Organize and prioritize service tickets
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.1
Expert directory
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.5
Subscription-based notifications
Agiloft Custom Workflow/BPM
ConnectWise Manage
5.9
ITSM collaboration and documentation
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.2
Ticket creation and submission
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.3
Ticket response
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.5

Self Help Community

Agiloft Custom Workflow/BPM
ConnectWise Manage
6.8
External knowledge base
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.9
Internal knowledge base
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.6

Multi-Channel Help

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.0
Customer portal
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.2
IVR
Agiloft Custom Workflow/BPM
ConnectWise Manage
5.7
Social integration
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.0
Email support
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.6
Help Desk CRM integration
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.3

Pros

Agiloft Custom Workflow/BPM

  • Ease of use for both end users and administrators
  • Limitless workflow development to automate processes
  • Flexibility to integrate with other software platforms
Carly Cockman profile photo

ConnectWise Manage

  • Service Desk, Ticket Management and Closed loop communication is perhaps its best features.
  • We are also pleased with the integration between Sell and Manage. It provides a seamless way to streamline the sales process.
  • The Integration with Automate and Control, specifically the one-click launching once a configuration has been attached.
Sebastian Abbinanti profile photo

Cons

Agiloft Custom Workflow/BPM

  • We have a history of quick but unhelpful responses from customer support. Fortunately, we are able to work with our implementation specialist when support tickets require escalation. There is a clear eagerness to assist, but the communication from support lacks depth. You have to be extremely specific with your desired resolution.
Carly Cockman profile photo

ConnectWise Manage

  • The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
  • More customization would be great especially in the PO emails.
  • The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
  • The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
Sebastian Abbinanti profile photo

Likelihood to Renew

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.6
Based on 22 answers
I would recommend ConnectWise for the company that isn't as large or ridged in their support practices. ConnectWise is very good at what it does, but when it comes to truly customized process, it tends to cause problems. While ConnectWise is flexible, it is only flexible in the way their mind set and architecture function. If you are a large well developed company with set ways of doing things, ConnectWise is not likely to be a good fit. If you are a smaller, less developed company with the capacity to adapt to ConnectWise methodology, you can make some quick gains implementing their way of doing things. The SMB company I was working with on the product used the product exclusively and used it well. We used each product to its extent, and it really helped to speed up the development cycle accepting the intended use of each function. A much larger company I worked with had the exact opposite experience. Their standing procedures and methodologies were diametrically opposed to the use of ConnectWise and ultimately drove the company to abandon the project in favor of a home grown product
Kettric Midura profile photo

Usability

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.1
Based on 15 answers
Very easy to use and a great UI
Brad Bell profile photo

Reliability and Availability

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 answers
The CW PSA is extremely stable and has very little incident of needing reboots or the like.
David Pavuk profile photo

Performance

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.0
Based on 6 answers
System freezes, slow searches.
Delano Collins profile photo

Support

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 5.7
Based on 10 answers
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
Jennifer Henney profile photo

Online Training

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 6.4
Based on 7 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
Graham Green profile photo

Implementation

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 7.0
Based on 2 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)
Delano Collins profile photo

Alternatives Considered

Agiloft Custom Workflow/BPM

No answers on this topic

ConnectWise Manage

Our business was formed through the relationship between two separate business owners, one who utilized Labtech RMM products only and myself who had used the Solarwinds RMM product and eventually their Service Desk product. One look at Connectwise manage showed that it was a significantly more developed product at the time, something that would stack up well with the likes of AutoTask. It was an easy decision to transition to the Connectwise line of products and operate in a cohesive environment supported by a single vendor. As we move forward, we are excited to bring on other products that integrate into the Automate product, allowing us to offer additional services to our customers that can be managed and monitored in one location.
Daryn O'Shea profile photo

Scalability

Agiloft Custom Workflow/BPM

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.1
Based on 6 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague profile photo

Return on Investment

Agiloft Custom Workflow/BPM

  • Agiloft has streamlined the requisitioning process and eliminated manual effort and repetitive low-value tasks.
  • We now have a single source of truth for our SOC audits.
Carly Cockman profile photo

ConnectWise Manage

  • ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
  • Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
  • Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
Carson Hagan, ITILv3 profile photo

Pricing Details

Agiloft Custom Workflow/BPM

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

ConnectWise Manage

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Add comparison