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19 Ratings
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9.1 out of 101

Comindware Tracker

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19 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.9 out of 101

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

Comindware Tracker

Comindware Tracker is for collaboration-focused workflows. It routs the process, allows social collaboration and assigning work items to queues, sends notifications and allows convenient workflow tasks management for individuals. You can also create your own individual tasks, but this functionality is far from perfect and don't use it for to-do-list management.
Shauna Bayler profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Comindware Tracker
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Comindware Tracker
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Comindware Tracker
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Comindware Tracker
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Comindware Tracker
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Comindware Tracker

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
Comindware Tracker
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Comindware Tracker
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Comindware Tracker

Change management

Agiloft Flexible Service Desk Suite
9.9
Comindware Tracker
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
Comindware Tracker
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Comindware Tracker

Pros

Agiloft Flexible Service Desk Suite

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo

Comindware Tracker

  • Mobile friendly
  • Easy to use, no need for heavy training
  • Unified documents, processes, and tasks
  • Low-code, non-skilled IT users can work on it
  • Improved collaboration
  • Time tracking
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • Feasible Training Opportunitied
Lanetta Ashley profile photo

Comindware Tracker

  • So far no points to raise, I am a very experienced IT resource with +10 years of experience and this solution is outstanding.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo

Comindware Tracker

No score
No answers yet
No answers on this topic

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

Comindware Tracker

Comindware Tracker 9.1
Based on 2 answers
There's no need to read documentation or contact support service to figure out how to go ahead with work I need to do on daily basis
Shauna Bayler profile photo

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

Comindware Tracker

Comindware Tracker 9.1
Based on 1 answer
They are responsive, professional and care about my success. Good job!
Venice Sanders profile photo

Alternatives Considered

Agiloft Flexible Service Desk Suite

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

Comindware Tracker

Used no others alterative.
Nahid Hasan profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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

Comindware Tracker

  • Added transparency to workflows
  • Increased throughput of clients
  • Increased client satisfaction
Steward Copper 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

Comindware Tracker

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details
Comindware Tracker is available for purchase on a per-user subscription plan.

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