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15 Ratings
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Score 8.8 out of 101
54 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

Desk.com

Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications
Michael Kim profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

  • 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
  • Case filtering based on custom parameters (labels, assignments, time rules) is easy to set up and manage
  • Basic case handling (responding to emails, adding notes)
  • Customized / branded outbound email templates
  • Knoweldgebase tools included in the price of the software
Katie Nix profile photo

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
  • Arbitrary and confusing limitations in business rules and custom fields
  • Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
  • Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
  • Reporting tools are clunky, slow, and just all-around pretty useless
Katie Nix profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux profile photo
Desk.com8.4
Based on 14 answers
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
DeeDee Saladino 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
Desk.com10.0
Based on 1 answer
The UI is clean, well organized, and extremely functional. They don't waste any pixels on fluff and window dressing. When you're in Desk, you're there to Get Stuff Done.
Vivek Chawla profile photo

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
Desk.com1.0
Based on 2 answers
We've never had a problem with Desk.com's availability.
Vivek Chawla profile photo

Performance

No score
No answers yet
No answers on this topic
Desk.com10.0
Based on 1 answer
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Vivek Chawla 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
Desk.com7.6
Based on 3 answers
For simple questions, their support is extremely responsive but for some more complicated topics it can drag for days. Also I reported bugs a couple of times and they told me it would be updated but that never happened. Also they are not reassigning tickets for agents that are on holiday so if you are unlucky you will need to wait for your agent to return from his vacation to get the assistance.
Vuk Lau profile photo

Implementation

No score
No answers yet
No answers on this topic
Desk.com10.0
Based on 1 answer
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Vivek Chawla 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
Lower pricing per user. That's about it! Other companies have all-around better features and easier user interfaces, but Desk can beat them on pricing even at higher account tiers. Included knowledgebase tools are a plus, and fairly easy to manage
Katie Nix profile photo

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available
  • As a customer centric organization, we already thought we provided great customer service, however, Desk.com has elevated the level of customer service we deliver to exceptional because of the built-in tools and resources it provides
  • Increased employee efficiency
  • Improved resolution rate for customer inquiries
Kendra Dortch 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

Desk.com

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details
Please see full pricing at www.desk.com/pricing