What users are saying about
15 Ratings
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Score 9.1 out of 101
54 Ratings
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Score 7.2 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

Desk.com

Desk.com is perfect for customer support.
Joel Fristrom profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
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
9.7
Desk.com
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Desk.com
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Desk.com

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
Desk.com
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Desk.com
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Desk.com

Change management

Agiloft Flexible Service Desk Suite
9.9
Desk.com
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
Desk.com
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Desk.com

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

Desk.com

  • 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

Agiloft Flexible Service Desk Suite

  • Feasible Training Opportunitied
Lanetta Ashley profile photo

Desk.com

  • Integration with Salesforce
  • Integration with other web api's
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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.com

Desk.com 8.4
Based on 14 answers
If the decision was up to me, I would absolutely renew our use of desk.com. This program is very user-friendly, and has helped our customer service department greatly. It is fairly easy to learn, so new employees are not faced with learning a bunch of really complicated systems when they first start here.
No photo available

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

Desk.com

Desk.com 10.0
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 Suite

Agiloft Flexible Service Desk Suite 8.6
Based on 2 answers
No answer on this topic is available.

Desk.com

Desk.com 1.0
Based on 2 answers
We've never had a problem with Desk.com's availability.
Vivek Chawla profile photo

Performance

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 10.0
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 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

Desk.com

Desk.com 7.6
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

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 10.0
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

Agiloft Flexible Service Desk Suite

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available

Desk.com

Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the student progresses. Desk.com met our needs from a customer service tracking point of view. We're able to keep track of what types of questions students are asking and gives us an easy communication board for answering questions. These two services are not quite comparable because they serve different purposes but if you're looking to do support, Desk.com is easily customizable
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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

Desk.com

  • 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

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