15 Ratings
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Score 8.8 out of 101
4 Ratings
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Score 9.2 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
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Freshservice

If you want an IT based system that allows you to create trouble tickets, collect all documentation and assets, and is intuitive so that your'e not "administering administration", Freshservice is a good solution. Their support team is very helpful and responsive, and it was attractive to us since it was cloud-hosted. If you do not plan to take advantage of the CMDB or change management options, you may be better off using the simpler and inexpensive product, Freshdesk.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Freshservice
9.7
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Freshservice
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Freshservice
9.5
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Freshservice
10.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Freshservice
9.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Freshservice
9.5
Expert directory
Agiloft Flexible Service Desk Suite
Freshservice
10.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Freshservice
9.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Freshservice
8.6
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Freshservice
7.9
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Freshservice
9.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Freshservice
9.0

Change management

Agiloft Flexible Service Desk Suite
9.8
Freshservice
9.5
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Freshservice
9.5
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Freshservice
9.5
Change calendar
Agiloft Flexible Service Desk Suite
Freshservice
9.5

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
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  • Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road.
  • The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go.
  • The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI.
  • Freshservice's built-in reports offer quick metrics to monitor your service goals
Rick Murphy profile photo

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
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  • While the CMDB is robust and helpful, you don't have much control over the view when looking at the preview grid.
  • We previously used the sister product, Freshdesk, and we appreciated the built-in chat feature. It would be nice to see Freshservice add this to their product so that we don't have to rely on third-party systems to communicate inter-departmentally, or with constituents.
  • The ticket system is intuitive and has some great features. But one of the things that is inherent with technical support is multi-part tasks related to a particular solution. While Freshservice allows you to create tasks that must be completed which you can assign to any of the other agents, it would be nice to be able to create task templates for situations that require several standard sub-tasks. For example, with computer setups if you could apply a "setup" template that identifies the various steps that must be completed so that you can monitor progress more closely, and offer quality assurance.
Rick Murphy profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
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

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
The feature sets, intuitive nature, and hosted options were all attractive to us as we looked for a ITIL- centric solution. The interface, and ability to be up-and-running in a very short amount of time drove us to invest in Freshservice
Rick Murphy 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
  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy 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

Freshservice

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*
1.  per agent, per month
Additional Pricing Details