What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Front

7 Ratings
Score 7.5 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

Front

Front is great when you have a relatively simple support workflow and do not need any sort of knowledge base or similar functionality. If you map out commonly-asked questions well and turn those into canned responses, Front makes it easy for an agent to respond quickly. However, since Front is completely based upon an email concept, automation of such responses is limited to subject line matching or similar. You can have different sets of responses for different mailboxes, though that's not a common solution for most businesses.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Front
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Front
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Front
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Front
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Front
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Front

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Front
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Front
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Front

Change management

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

Project Management

Agiloft Flexible Service Desk Suite
Front
6.1
Task Management
Agiloft Flexible Service Desk Suite
Front
7.0
Gantt Charts
Agiloft Flexible Service Desk Suite
Front
5.0
Scheduling
Agiloft Flexible Service Desk Suite
Front
6.0
Workflow Automation
Agiloft Flexible Service Desk Suite
Front
5.7
Mobile Access
Agiloft Flexible Service Desk Suite
Front
7.5
Search
Agiloft Flexible Service Desk Suite
Front
6.8
Visual planning tools
Agiloft Flexible Service Desk Suite
Front
5.0

Communication

Agiloft Flexible Service Desk Suite
Front
7.7
Chat
Agiloft Flexible Service Desk Suite
Front
8.0
Notifications
Agiloft Flexible Service Desk Suite
Front
7.2
Discussions
Agiloft Flexible Service Desk Suite
Front
6.0
Integrates with Gmail and Google Hangouts
Agiloft Flexible Service Desk Suite
Front
9.5

File Sharing & Management

Agiloft Flexible Service Desk Suite
Front
8.5
Access control
Agiloft Flexible Service Desk Suite
Front
6.0
Integrates with Google Drive
Agiloft Flexible Service Desk Suite
Front
10.0
Device sync
Agiloft Flexible Service Desk Suite
Front
9.5

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
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  • The setup for multiple inboxes is simple and flexible -- no additional costs either.
  • Their support team is extremely responsive and tries extremely hard to help out should problems arise.
  • They took a suggestion and implemented a new feature based upon my input within 6 weeks of initial notification.
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Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • Front's reliance on being a better way to handle support email rather than a more traditional support ticketing system has its practical limits. For small outfits with low support volumes and relatively simple workflows, Front is probably a good option. I fear that we're outgrowing it quickly.
  • It's confusing how to manage ongoing support threads because everything looks like an email and it's not always clear to our agents as to when the issue should be "closed".
  • Templated responses and rules are OK, but some of the rules are not easily configured -- there is a learning curve as some settings aren't well documented and/or are not intuitive.
  • They don't have any sort of FAQ solution, meaning that canned responses cannot be reused in a knowledgebase or similar resource elsewhere in our solutions -- another reason why we might need to consider other options in the future.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
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No score
No answers yet
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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
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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
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Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
Zendesk is by far the market leader here and offers a tremendous solution. It is, of course, very expensive -- especially if you require multi-brand support. Many of the other solutions (except Groove) offer some flavor of multi-brand support but they are not as good as Zendesk. For example, the HappyFox multi-brand solution breaks down when it comes to FAQ setup -- the setup is extremely cumbersome and not worth the effort. The other area to watch out is with mobile support. Zendesk offers a clean and intuitive design on any device automatically out-of-the-box. Others, like Cayzu, are solid, but lack mobile support at this level -- probably a deal-breaker for most.We started using Front before we realized how important a live, robust FAQ resource would be for each site that we support. As we've learned firsthand, it would have been much better to integrate these features from the outset -- and hence we should have chosen something other than Front. If you are just supporting your customers with a single email address and don't have an extensive FAQ or knowledgebase, then Front could be a great option for you.
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Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • Very easy to get set up initially and add agents.
  • Can become expensive compared to other more full-featured support ticketing solutions on the market, especially when you grow beyond 3-4 agents.
  • Lack of more advanced workflow features should be a consideration; you may need to switch down the road.
  • Lack of ticketing forms and intelligent FAQ/knowledgebase integrations with canned responses has caused us to invest in other areas (becoming harder to justify long-term).
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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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

Front

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Front Editions & Modules
Front
Edition
Basic
$151
Premium
$291
Enterprise
$491
1. per user/month
Additional Pricing Details