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

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

As I said we have used primarily for Issue, Service, and Application Configuration tracking. Agiloft is equally well suited to all of these areas and with their ITIL model you get the best possible design for approaching these problems.
Robert Kaplan 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
8.2
ClickDesk

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ClickDesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan 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

  • 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
  • They don't have a cell phone app for iOS yet.
  • They could make it work with Slack.
Akram Hasan Sharkar 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.
No photo available
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 did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
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

  • 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
  • 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