Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

SolarWinds MSP Manager

5 Ratings
Score 9 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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SolarWinds MSP Manager

It is very well suited for MSPs with multiple employees and 10 or more clients. It is not very well suited for a small MSP with 1 employee and only a few clients.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SolarWinds MSP Manager
9.2
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SolarWinds MSP Manager
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SolarWinds MSP Manager
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SolarWinds MSP Manager
9.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SolarWinds MSP Manager
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
SolarWinds MSP Manager
9.0
Expert directory
Agiloft Flexible Service Desk Suite
SolarWinds MSP Manager
8.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SolarWinds MSP Manager
10.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SolarWinds MSP Manager
9.5
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
SolarWinds MSP Manager
9.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SolarWinds MSP Manager
Asset management dashboard
Agiloft Flexible Service Desk Suite
SolarWinds MSP Manager
10.0

Change management

Agiloft Flexible Service Desk Suite
9.8
SolarWinds MSP Manager
10.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
SolarWinds MSP Manager
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SolarWinds MSP Manager
10.0

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo
  • Help Desk Ticketing is very easy to use and organize.
  • Billing is robust and keeps track of client contracts and time very well.
  • Role management and ticket routing client are very robust.
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Cons

  • Customer portal GUI and template deployment
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  • The options for billing take a lot of learning and tweaking to get just right for your company. It could be easier and have more options to choose from.
  • Custom templates for automatic helpdesk responses would be very helpful.
  • Per user-banked responses for each user to have quick replies to general tickets.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
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No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
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

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • It helped keep us organized and well managed.
  • It made us be able to keep track of time better, resulting in more time being billed.
  • It made us more responsive to client issues and less likely to forget anything.
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Screenshots

SolarWinds MSP Manager

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

SolarWinds MSP Manager

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