Agiloft Flexible Service Desk Suite vs. N-able MSP Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
Agiloft's Flexible Service Desk Suite includes the elements needed to manage a complex service desk: Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and complete ITIL/ITSM capability. According to the vendor, these fully integrated applications work together to form a single system of record for all of an organization’s IT service processes, for 360-degree visibility and control. The vendor says their solution is designed to adapt and scale to…
$65
per month
N-able MSP Manager
Score 8.6 out of 10
N/A
N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…N/A
Pricing
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Editions & Modules
Free Trial
$0
per license/per month
Professional
Contact sales team
Professional Extended
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Enterprise
Contact sales team
Enterprise Extended
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Top Pros
Top Cons
Features
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Agiloft Flexible Service Desk Suite
9.4
2 Ratings
14% above category average
N-able MSP Manager
5.3
4 Ratings
42% below category average
Organize and prioritize service tickets10.02 Ratings4.54 Ratings
Service restoration10.02 Ratings3.92 Ratings
Self-service tools10.02 Ratings3.54 Ratings
Subscription-based notifications10.01 Ratings7.33 Ratings
ITSM reports and dashboards7.12 Ratings7.33 Ratings
Expert directory00 Ratings3.54 Ratings
ITSM collaboration and documentation00 Ratings7.33 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Agiloft Flexible Service Desk Suite
9.0
2 Ratings
9% above category average
N-able MSP Manager
6.7
3 Ratings
20% below category average
Configuration mangement8.12 Ratings6.33 Ratings
Policy and contract enforcement10.02 Ratings00 Ratings
Asset management dashboard00 Ratings7.23 Ratings
Change management
Comparison of Change management features of Product A and Product B
Agiloft Flexible Service Desk Suite
10.0
2 Ratings
18% above category average
N-able MSP Manager
2.8
4 Ratings
100% below category average
Change requests repository10.02 Ratings00 Ratings
Service-level management10.02 Ratings4.54 Ratings
Change calendar00 Ratings1.01 Ratings
Best Alternatives
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Small Businesses
NinjaOne
NinjaOne
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
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Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Likelihood to Recommend
10.0
(12 ratings)
4.0
(4 ratings)
Likelihood to Renew
8.9
(9 ratings)
-
(0 ratings)
Usability
7.3
(2 ratings)
-
(0 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
3.9
(2 ratings)
User Testimonials
Agiloft Flexible Service Desk SuiteN-able MSP Manager
Likelihood to Recommend
Agiloft
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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N-able
It's a good company to grow with because as needs change there are more features available.
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Pros
Agiloft
  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
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N-able
  • Web Based
  • Automated Ticket creation
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Cons
Agiloft
  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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N-able
  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
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Likelihood to Renew
Agiloft
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
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N-able
No answers on this topic
Usability
Agiloft
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.
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N-able
No answers on this topic
Support Rating
Agiloft
We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
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N-able
They're good at resolving issues when they arise.
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Alternatives Considered
Agiloft
Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.
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N-able
MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
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Return on Investment
Agiloft
  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
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N-able
  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
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ScreenShots

Agiloft Flexible Service Desk Suite Screenshots

Screenshot of Screenshot of Screenshot of

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard