Agiloft Service Desk Suite and ConnectWise PSA compete in IT service management. Agiloft appears to have an advantage in customization and deployment, while ConnectWise PSA excels in integration capabilities.
Features: Agiloft offers customizable automation workflows, flexible configuration options, and comprehensive reporting tools. ConnectWise PSA provides seamless integrations with third-party applications, extensive tools for IT service providers, and a feature-rich platform that enhances operational efficiency.
Ease of Deployment and Customer Service: Agiloft's cloud-based deployment is quick with substantial training and support. ConnectWise PSA also provides cloud deployment but has a more complex setup, requiring longer engagement. However, ConnectWise compensates with solid customer service resources, whereas Agiloft's simplicity provides faster onboarding.
Pricing and ROI: Agiloft is linked with lower setup costs and faster ROI due to its cost-effectiveness and lack of hidden fees. Although ConnectWise PSA is more expensive upfront, it offers ROI through its comprehensive features and integrations, which can justify the investment over time.
| Product | Market Share (%) |
|---|---|
| ConnectWise PSA | 2.1% |
| Agiloft Service Desk Suite | 0.7% |
| Other | 97.2% |
| Company Size | Count |
|---|---|
| Small Business | 17 |
| Midsize Enterprise | 3 |
| Large Enterprise | 1 |
Top rated by analysts and users
Awarded “Best Overall Value” three years in a row by Info-Tech Research Group
What we can do for you
Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.
Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.
Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.
With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.
Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.
Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.
Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.
Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.
With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.
“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly
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What Makes Us Different
ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.
Key features and benefits of ConnectWise PSA:
Help desk
Centralize your help desk with features that allow you to organize and standardize your service requests and streamline workflow automation to ensure your support operations are as efficient as possible. Keep your help desk responsive and productive no matter how challenging the issue is.
Cloud billing
Managing recurring billing can be a streamlined and straightforward process. You can standardize and simplify the way you manage customer contracts, including cloud. Easily manage, monitor, and bill for other public cloud services such as Microsoft 365 and Cisco Cloud Solutions.
Sales and marketing
The competitive landscape has made the window of opportunity for growing your business more challenging. Take control for generating leads with sales and marketing features that help you build a stronger, more predictable pipeline and improve communication with prospects to ensure high conversion rates.
Procurement
Supplier operations can be hit and miss, making the procurement process far more challenging. Optimize internal purchasing and receiving workflows to keep your operations department and customers in the know.
Time tracking and billing
Time tracking and billing reduces revenue loss and client skepticism. Your team can easily enter and track their billable time by the minute and by client, project, or task and include detailed notes to avoid client audits. With these efficiencies, your team will have more time to better serve your business and your customers.
Project management
Don’t miss a beat. Project management gives you what your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time and on budget.
Reporting
Knowledge and visibility are key components of a successful IT service provider. Leverage a reporting engine that give you the insights and metrics to help you make data-driven decision across all areas of your business.
What can ConnectWise PSA do for you?
Improve employee experience
Give your teams a PSA that helps them perform more effectively and provide the best experience possible—for them and your customers. Keep everyone in the know, increasing management’s confidence in the ability to sustain and grow a happy customer base.
Enhance the customer experience
When your teams have what they need to do their job well the first time, your customer experience gets better and better. Provide amazing service delivery, timely and accurate invoices, and automate important reports to keep your customers happy (and in the know). Pair that with the end-user portal available, and your customer experience just got even better!
Give your team precious time back
With coupling centralization and automation, your teams will function more efficiently than ever, giving everyone more time to focus on what’s important. You'll get more time to focus on growing your business!
Increase revenue and decrease costs
When your systems are centralized and your operations more efficient, you can save time and reduce costs. In essence, you can improve revenue and decrease costs through all your gained efficiencies.
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