Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

ConnectWise Manage

202 Ratings
Score 8.2 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
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ConnectWise Manage

Because the system is very flexible it can be used in a wide variety of businesses. Typically, if you are in a business where you sell products and services as well as recurring monthly services, ConnectWise could be a very practical tool for your business. Certainly, IT businesses are well suited but I've actually recommended the system to other people in the industrial services business.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
ConnectWise Manage
7.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ConnectWise Manage
8.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ConnectWise Manage
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
ConnectWise Manage
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ConnectWise Manage
6.6
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
ConnectWise Manage
Expert directory
Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.1
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.7
Ticket creation and submission
Agiloft Flexible Service Desk Suite
ConnectWise Manage
8.4
Ticket response
Agiloft Flexible Service Desk Suite
ConnectWise Manage
8.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ConnectWise Manage
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
ConnectWise Manage
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ConnectWise Manage

Change management

Agiloft Flexible Service Desk Suite
9.8
ConnectWise Manage
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
ConnectWise Manage
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ConnectWise Manage

Self Help Community

Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.0
External knowledge base
Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.3
Internal knowledge base
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.7

Multi-Channel Help

Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.7
Customer portal
Agiloft Flexible Service Desk Suite
ConnectWise Manage
8.0
IVR
Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.1
Social integration
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.9
Email support
Agiloft Flexible Service Desk Suite
ConnectWise Manage
8.3
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
ConnectWise Manage
8.1

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
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  • Keeps all the information about a client, their contracts, billing and service tickets in a single place.
  • Manages our work flows and SLA's so we can keep our promises to our customers.
  • Connects our staff. It's always good when the left hand knows what the right hand is doing.
Claude Bethea profile photo

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo
  • Reporting is difficult to manage. Basic reporting functions are not present in the system and the reports that are present don't really give me the information I'm looking for. We have 2 full-time programmers on staff to write and develop reporting.
  • You can print customer statements but only 1 at a time. This just doesn't make any sense.
  • General Ledger Integration does not support Multiple Locations. We have different regions and I'd like to book revenue into the GL into Regional GL accounts but the system does not support it.
Claude Bethea profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
ConnectWise Manage8.6
Based on 22 answers
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
ConnectWise Manage8.2
Based on 15 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
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Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
ConnectWise Manage9.1
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

No score
No answers yet
No answers on this topic
ConnectWise Manage7.8
Based on 6 answers
System freezes, slow searches.
Delano Collins profile photo

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
ConnectWise Manage6.4
Based on 10 answers
Well trained, available and caring team of support engineers.
Delano Collins profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.9
Based on 7 answers
They're online training courses, specifically the online videos, are very professionally done and are kept up to date.
Nicolas Poague profile photo

Implementation

No score
No answers yet
No answers on this topic
ConnectWise Manage7.0
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

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
Overall the product is like many other ticketing systems and CRMs, it does a good job of tracking your work, time, and sales leads. But ConnectWise does really well at ensuring every t is crossed and every I is dotted. There are a significant number of mechanisms in place to ensure that the work you need to do, is done correctly, and done the way you want it. When it comes to support that is predictable and reproducible, ConnectWise really excels. Between templates and activities, you can list out every step in a well thought out process to ensure every step of it is completed in a timely fashion.
Kettric Midura profile photo

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.3
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

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
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  • We are no longer losing revenue from an engineer not writing up the service call as they do it at the time of service onsite or remote support.
  • ConnectWise's ongoing business training and video is very helpful and sometimes gives us new ideas to increase our bottom line that we didn't think of.
  • Tracking engineers' expenses is much faster and they get billed to the client. Before ConnectWise, the engineers would end up submitting expenses long past the service which made invoicing the client for travel after the fact was not a good experience.
Stana Steen profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

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

Agiloft Flexible Service Desk Suite More Information

ConnectWise Manage

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

ConnectWise Manage More Information