Likelihood to Recommend 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.
Read full review Great to manage your issues in a clear and centralised way. If your development teams work with
Jira , it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Read full review Pros Fully GUI based interface that has drastically reduced the time to add new features/workflows. The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features. The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based. Read full review Manageable workflow to ensure all users follow the same process. Can ban boards for easy visual of ticket status. Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model. Added communication tools help you get out of e-mail jail. Read full review Cons With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario. At one point we seemed to have some performance issues, but those seem to be in the past. The text messaging integration would be nice. Read full review Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem). No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability. Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive. Request forms are very basic and there is no native dynamic field ability available. Read full review Likelihood to Renew We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Read full review Usability 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.
Read full review I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Read full review Support Rating We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
Read full review I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Read full review Alternatives Considered Most of the other CRM software packages we evaluated were either too complicated or time consuming to setup and customize, or they were too expensive, especially since many of the companies charge additional fees for each additional module or function you want to use.
Read full review When I evaluated
Spiceworks , it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did.
JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and
JIRA was the better option since it was less expensive and geared towards being a ticketing system.
Read full review Return on Investment Helps us organize tasks and projects and the data associated with each project Helps us organize our resources to meet the demand of issues and events This has helped us keep moving forward during times we otherwise would have pulled back. Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity.. Read full review JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people. Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool. Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well. Read full review ScreenShots Agiloft Flexible Service Desk Suite Screenshots Jira Service Management Screenshots