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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
668
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 (42nd)
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

"I consider the verification station very useful because it allows you to quickly check if the data extracted are correct or if you need to change the process."
"From a developer perspective, the user interface is user-friendly and easy to use."
"The capacity to use Automation Anywhere in the cloud is the most valuable feature."
"Automation Anywhere is easy to use and user-friendly due to its intuitive interface and straightforward implementation architecture, making it accessible even for those without a technical background."
"We have some bots which are saving a week or month of multiple employees' times."
"The tool is very easy to use and mostly user-friendly. I like that when using it I don't need much expertise."
"There are more valuable features with the updated solution; now they have both the list view and the flow view, they have increased some features in terms of data types, they now have good usage of the data table and have added variable types, and it's convenient."
"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."
"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%."
"We're using the solution for ticketing and billing, and those features are useful."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"My tool to manage my devices and my tool for ticketing are all in one."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"Contains every feature that a VAR or MSP would want."
"The most valuable feature is the management of projects from start to finish."
"I have used other ticketing systems and they have not been as solid as ConnectWise."
"I've talked to other MSP owners and I still have the opinion that it's the best solution out there."
 

Cons

"Some things that I do not see as of today are interactive chat or video interface."
"I am looking forward to seeing writing on Linux in the web and WorkBatch in the next release."
"A2019 is less stable than the previous versions."
"We want to have greater control on deciding when we want to upgrade to a newer version"
"My experience with the pricing, setup cost, and licensing is mixed. It is somewhere in between, not the most cost-efficient but also not the highest cost, so it can be better."
"Automation Anywhere has some limitation with its integrations. You can build your logic with MetaBots and .NET components, e.g., if something is not gathered by Automation Anywhere or built into functionality, you can write a MetaBot. A MetaBot is like an external component. You can write it through C# or .NET code, and make a DLL, and import it. This is not open to all data types or EXE functionalities which can be written through C#. You have to define your variable types, matching them with Automation Anywhere existing variable types. Because of the knowledge required, I cannot let another person, who doesn't know Automation Anywhere, build my external DLL code."
"I have had a couple of crashes and issues."
"Automation Anywhere can be improved by addressing the server issues we occasionally encounter when running the bot on the runner."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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 login issues with the cache always needing to be cleared."
"ConnectWise PSA’s graphical interface is a little old."
"The cloud platform has some slow days, which is an issue."
"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."
"Better documentation and access to the back end database would be nice."
 

Pricing and Cost Advice

"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."
"We have seen ROI in terms of cost and time with a couple of our projects."
"The Community Edition is a good offering from the company."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"Time-wise: We have saved hundreds of thousands of hours."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"The cost for scalability is much cheaper than developing a new system."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"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%."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"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."
"We're paying $940 a month for 14 users."
"The pricing of ConnectWise Manage is reasonable."
"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
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
No data available
Construction Company
15%
Outsourcing Company
10%
Financial Services Firm
10%
Performing Arts
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
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.
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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: November 2026.
920,769 professionals have used our research since 2012.