What users are saying about
15 Ratings
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Score 8.8 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6

Change management

Agiloft Flexible Service Desk Suite
9.8
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Service-level management
Agiloft Flexible Service Desk Suite
10.0

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.
Don Ruxton profile photo

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
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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

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

Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available

Screenshots

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