15 Ratings
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Score 8.8 out of 101
6 Ratings
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Score 8.4 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

As I said we have used primarily for Issue, Service, and Application Configuration tracking. Agiloft is equally well suited to all of these areas and with their ITIL model you get the best possible design for approaching these problems.
Robert Kaplan profile photo

SolarWinds MSP Manager

If you are just looking for a ticketing and helpdesk system, I'd suggest looking elsewhere, as SolarWinds MSP is somewhat cumbersome and slow.If you are looking to build managed services and a subscriber base, the tie in with their RMM product and the great integration with Quickbooks is really nice.
Les Klassen Hamm profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SolarWinds MSP Manager
7.6
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
5.5
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SolarWinds MSP Manager
9.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
SolarWinds MSP Manager
8.0
Expert directory
Agiloft Flexible Service Desk Suite
SolarWinds MSP Manager
5.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SolarWinds MSP Manager
8.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SolarWinds MSP Manager
5.5
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
SolarWinds MSP Manager
5.5
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
5.5

Change management

Agiloft Flexible Service Desk Suite
9.8
SolarWinds MSP Manager
8.0
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
8.0

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
  • Billing automation straight through to Quickbooks' desktop has saved me a lot of time for clients on subscriptions. Adding tickets during the month and having them all show up in the Quickbooks invoices at month-end is a godsend in terms of time spent in billing/invoicing.
  • The ticketing system in the helpdesk definitely gives my business a more professional look, especially for clients looking for that kind of ticketing system.
  • Alerting me to aging tickets and the use of SLA (service level agreements) helps me prioritize client responses. Even with some of my better clients who don't have an SLA with me, I set up some fake SLAs to ensure I am responding in a timely manner.
Les Klassen Hamm 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
  • 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.
Les Klassen Hamm 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
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

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
The most important factor was integration with my RMM, so once I chose SolarWinds RMM, MSP Manager was the obvious choice.
Les Klassen Hamm profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
  • The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.
Les Klassen Hamm profile photo

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