ConnectWise Manage

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205 Ratings
15 Ratings
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Score 8.8 out of 101

ConnectWise Manage

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205 Ratings
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Score 8.1 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.
Eric Novikoff 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 Flexible Service Desk Suite
9.6
ConnectWise Manage
7.3
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
6.1
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
ConnectWise Manage
Expert directory
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.6
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.2
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
8.8
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
6.8
External knowledge base
Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.6

Multi-Channel Help

Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.1
Customer portal
Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.4
IVR
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.1
Social integration
Agiloft Flexible Service Desk Suite
ConnectWise Manage
6.1
Email support
Agiloft Flexible Service Desk Suite
ConnectWise Manage
7.7
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
ConnectWise Manage
8.2

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • We are also a VoIP service provider. Telecommunications comes with the joy of managing communication services taxes in addition to the sales taxes we are required to collect on our managed services. Connectwise gave us the ability to set these taxes up and transfer that information to QuickBooks Pro Desktop.
  • During the past year, the folks at Connectwise have really fleshed out the online version of the software, providing nearly the same functionality of the locally installed version. With the exception of our periodic need to import and export from QuickBooks, we are able to use the software from any location.
  • Having service tickets created automatically via the receipt of a customer email has been a big help. They are even able to reopen an existing ticket by simply replying to the email thread. This makes it easier for our techs to quickly see notes and history relating to the ticket and resolve it quickly.
Daryn O'Shea profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • I'd like to see 2FA functionality built into the product along with a more secure tool for storing sensitive customer information. We are currently required to utilize a third party tool to help provide that data protection.
  • We are currently experiencing the occasional delays in screen refreshes and find ourselves waiting 10 to 15 seconds for our data to save or refresh. Acknowledging that this software is the primary tool we use to run our business, eliminating those pauses would be ideal.
  • Customer support is available through a variety of avenues. Having access to support via the chat method is great. However, since we often have to wait for quite some time for a support technician to get to us within the queue, having an audible notification that the tech has finally arrived would be helpful.
Daryn O'Shea 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
Wes Jensen profile photo

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 Manage7.9
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 Manage6.1
Based on 10 answers
We give up on our support requests frequently because more often than not they seem to end up in the black hole of development, and we have to build some kind of work around for an element that we are paying for.
Shael Risman profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.7
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

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 selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
We only evaluated Kaseya and Tiger Paw. ConnectWise was easier to use and looked to be more robust. Integration with LabTech waan a easy fit as it is also a ConnectWise product.
William Stasak profile photo

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
Based on 6 answers
Our business is growing organically at the rate of 25% to 30% per annum. CW is able to cope with the increased data effectively. Obviously as our business grows the reliance on good data, systems and processes becomes even more paramount. CW has had a real positive impact on the way our business operates. We need to look at further automation
Graham Green 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.
No photo available
  • The integration of our phone system with ConnectWise Manage allows for more accurate billing and time management reporting on our support desk tickets.
Dean Lause 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