What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

ClickDesk

6 Ratings
Score 8.8 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

ClickDesk

This thing is good for a small business and people who don't know a lot about tech. Not sure if ClickDesk will work for businesses like FedEx or others.
Akram Hasan Sharkar profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
ClickDesk
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ClickDesk
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ClickDesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
ClickDesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ClickDesk
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
ClickDesk

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ClickDesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
ClickDesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ClickDesk

Change management

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

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
  • They also have a simple ticking system along with live chat, it's not huge but it does work.
  • Easy to implement with well known knowledgeable and CMS.
Akram Hasan Sharkar 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
  • Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
  • More information about users. Real time page visiting histories (more advanced way).
  • Customers can review the agent's profile information (public profile).
Sazzad Hossain Sharkar 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 selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
Akram Hasan Sharkar profile photo

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • Overall pricing is high
  • We can handle our customer's 24-hour basis with multiple agent accounts
  • It makes easier our business productivity
Sazzad Hossain Sharkar profile photo

Screenshots

ClickDesk

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

ClickDesk

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