What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Desk.com

53 Ratings
Score 7.2 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 mature support platform without any major flaws. It's easy to setup and easy to scale so anyone can use it, from small startup to large companies. I don't see any particular issues with Desk.com
Vuk Lau 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
8.3
Desk.com

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Desk.com
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
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
  • Help Center. Desk has worked endlessly with us to perfect our Help Center. They are dedicated and willing to work in order to make your product right.
  • Customization. Though we exceeded the rule limitation for Desk, they have still allowed us to take their product and make it our own. We have our own labeling, and priority system which help us hit important SLAs.
  • User education. Whenever there is a new feature released, I feel like I'm in the know about it which is extremely important when we've been requesting certain features for a long period of time. Their communication is on point.
No photo available

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Business Insights. Not quite there yet with the analytics, but they have made leaps and bounds when it comes to this area so I can't really complain.
  • Hitting limitations. We have maxed out Desk in a few things (filters, rules, etc.). However, with this being said, they worked tirelessly with us to find workarounds.
  • Admin powers. That page needs a facelift for sure. It's hard to navigate and I find myself constantly saying, "where is X again?"
No photo available

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
Desk.com8.4
Based on 14 answers
Please see previous comment. We will not be renewing Desk.com and are instead opting for Service Cloud - another Salesforce product that ties in better with having tickets based off clients rather than single serving tickets. Service cloud was also considered due to the extensive reporting and the ability to import information in (cases for example). We will be migrating at the end of the month
No photo available

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

We were looking for a product in which all our employees could utilize successfully. We did not want our staff to be intimidated by a product too difficult use.
Lanetta Ashley profile photo
The big turn off to this product was the price and poor integration to existing systems. We were in the process of launching a new CRM and needed a tool that would work well with this new tool. Desk.com is a partner and works closely where Zendesk did none of that
Benjamin Hemstreet profile photo

Return on Investment

  • Effective Training for our help desk staff
  • Improved Training for our software product users
  • Valuable feedback for product enhancements
  • Valuable feedback for new product development
  • Grows with us as we expand for the future
Lanetta Ashley profile photo
  • Improvement on ticket managment
  • Organization of webforms
Ignacio Cruz 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