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Agiloft Service Desk Suite vs ConnectWise PSA comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
666
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (43rd)
ConnectWise PSA
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
21
Ranking in other categories
Help Desk Software (16th), Business Management Software (1st), Professional Services Automation (PSA) (1st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
SK
Associate Director at a outsourcing company with 51-200 employees
Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions
For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Automation Anywhere has and continues to help us deliver multiple complex and very complex use cases in record time."
"We have started to see the ROI, as activities in which resources in my team would have taken four to five hours are now done in 30 minutes."
"Automation Anywhere has significantly helped us achieve our automation goals, mainly by reducing costs, which alleviates organizational burdens."
"What I appreciate the most about Automation Anywhere is that the end-user experience is superior to any of the other tools on the market that we've looked at."
"AA has vastly improved my organization in gathering more business, reducing human efforts, and optimizing client business."
"A valuable feature of Automation Anywhere for my needs is IQ Bot because it covers most of the semi-structured and structure data. That's where we are struggling a lot. So, IQ Bot is a very good solution to know and bring onboard for the automation of unstructured and semi-structured data."
"RPA platform with a good accuracy rate, variable management, and OCR feature. It has a straightforward setup."
"Overall, the product is very good where the repetitive tasks are more in manufacturing industries and the finance department."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"The most valuable features of ConnectWise Manage are that it is on the cloud and functions well."
"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."
"The platform is easy to use."
"I have used other ticketing systems and they have not been as solid as ConnectWise."
"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."
"It's definitely one of those tools that is super powerful."
"Pretty much our whole company runs through ConnectWise Manage."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
 

Cons

"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."
"Most of the Excel commands such as filtering and removing duplicates are not available."
"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."
"The regional distribution in Turkey can be improved."
"Sometimes I get challenges with the customer support team; when I contact them, they are sometimes busy, and I get delays in replies."
"If the option were available to use the old generic-style variable type, it would be helpful."
"In the next release of this solution, I would like to see a plug-and-play tool for NLP programming."
"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Reliability is definitely something that I have issues with, especially over a bad connection."
"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."
"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."
"ConnectWise PSA’s graphical interface is a little old."
"The tracking inventory or the way it tracks the products is not very good."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access."
"The cloud platform has some slow days, which is an issue."
 

Pricing and Cost Advice

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"The licensing needs to be made simpler or shortened."
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"The pricing of ConnectWise Manage is reasonable."
"We're paying $940 a month for 14 users."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Construction Company
16%
Outsourcing Company
11%
Performing Arts
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
No data available
By reviewers
Company SizeCount
Small Business18
Midsize Enterprise3
Large Enterprise1
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
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What is your experience regarding pricing and costs for ConnectWise Manage?
We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...
What needs improvement with ConnectWise Manage?
The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...
What is your primary use case for ConnectWise Manage?
I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
ConnectWise Manage
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Find out what your peers are saying about Agiloft Service Desk Suite vs. ConnectWise PSA and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.