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Score 8.8 out of 101
5 Ratings
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Score 7.3 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

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.
Eric Novikoff profile photo

AnswerDash

It is very useful if a customer isn't quite sure what they want, and prefer not to speak to a member of our sales team directly. It is less useful for our experienced knowledgeable customers.
Brooke Schell profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

  • Ability to build an entire CRM tool from scratch without any previous programming experience. This also enables you to make changes or add new features to your tool quickly and cheaply.
  • Agiloft CRM additionally excels at having the ability to automate tasks, such automatic templated emails, to updating specific records based upon conditions. The automation has freed up my team from mundane tasks.
  • Agiloft CRM also has great built in reporting capabilities the enable you to quickly design customized reports for your staff. Reports can be scheduled to run at any frequency you choose, which is great for management style monthly or weekly report updates. I simply schedule the reports, and they are in management's inbox when they arrive in the morning.
  • Agiloft's customer support so far has been very good, and I typically get responses back the same day I send in the ticket.
Michael Canino profile photo
  • Importing our existing frequently asked questions and question and answer pages to the AnswerDash platform is absolutely effortless.
  • The feature within AnswerDash 2 intuitively learns and forecast questions for each individual customer is remarkably accurate.
  • Our customer experience satisfaction is at an all-time high and is contributing to an increase in sales.
Brooke Schell profile photo

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo
  • The price is on the high end. We use a good part of our web growth budget on just AnswerDash.
  • I really have no other complaints. Although expensive, it's worth every penny.
  • We have had 0% negative feedback from our customers regarding AnswerDash.
Brooke Schell profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

Alternatives Considered

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
AnswerDash is the first of its kind that we as a company have had the pleasure of implementing.
Brooke Schell profile photo

Return on Investment

  • We have used it for many years for our bug/issue tracking, smoothly and efficiently.
  • For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.
Max Henrion profile photo
  • It has freed up a great amount of time for our sales team.
  • The sales team is able to focus on acquiring new clientele resulting in greater sales numbers company-wide.
  • The sales team can also make a greater number of repeat up-sells and add-on sales when the customers don't feel like they are being taken advantage of.
Brooke Schell profile photo

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

AnswerDash

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details