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Top Rated
57 Ratings
15 Ratings
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Score 8.8 out of 101
Top Rated
57 Ratings
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Score 7.8 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

Autotask

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Autotask
8.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Autotask
9.6
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Autotask
7.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Autotask
7.6
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Autotask
9.4
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Autotask
9.5
Expert directory
Agiloft Flexible Service Desk Suite
Autotask
7.5
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Autotask
9.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Autotask
8.9
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Autotask
8.7
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Autotask
9.8
Asset management dashboard
Agiloft Flexible Service Desk Suite
Autotask
8.1

Change management

Agiloft Flexible Service Desk Suite
9.8
Autotask
9.5
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Autotask
9.7
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Autotask
9.2
Change calendar
Agiloft Flexible Service Desk Suite
Autotask
9.4

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis profile photo

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo
  • The documentation or "Notes" needs work. I have been exporting other options for an internal database of passwords, IP's, etc however this information can be a hassle to obtain with the current layout.
  • Searching is a huge utility in this industry, I'd like to be able to open a company "notes" or page and search for a specific server, account number, IP, etc however this is lacking which in turn takes time to drill down the listed categories.
Daniel J. Lewis profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
Autotask9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis profile photo

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
Autotask9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis 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
Autotask8.0
Based on 1 answer
Due to the cloud based technology our downtime is significantly less then other software based programs.
Daniel J. Lewis profile photo

Alternatives Considered

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
ConnectWise would be a close second however the overall functionality hasn't been great in the past, I've learned they've implemented a more robust web interface however the client was not stable. Autotask is easy to manage from service requests, reporting and time management.
Daniel J. Lewis profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Improved billing as time is recorded as it happens.
  • Has improved our support by allowing to track and implement resolutions for recurring issues.
No photo available

Screenshots

Autotask

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

Autotask

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