15 Ratings
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Score 8.9 out of 101
6 Ratings
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Score 8.4 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

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
9.5
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
9.7
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
8.0
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
8.7
SolarWinds MSP Manager
5.5
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
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
9.7
SolarWinds MSP Manager
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SolarWinds MSP Manager
8.0

Pros

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
No photo available
  • 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

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto 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
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff 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

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

  • 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
  • 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