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Score 8.8 out of 101
8 Ratings
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Score 6.8 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 definitely good for teams that are spread out, in different locations. It's also a very good way to integrate general mailboxes such as a "sales@" type email, and your individual work email so you don't have to continually log into multiple email boxes.
Rick Scouffas profile photo

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
8.2
Front

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Front
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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
6.3
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
5.8
Mobile Access
Agiloft Flexible Service Desk Suite
Front
7.8
Search
Agiloft Flexible Service Desk Suite
Front
7.8
Visual planning tools
Agiloft Flexible Service Desk Suite
Front
5.0

Communication

Agiloft Flexible Service Desk Suite
Front
7.8
Chat
Agiloft Flexible Service Desk Suite
Front
8.0
Notifications
Agiloft Flexible Service Desk Suite
Front
7.0
Discussions
Agiloft Flexible Service Desk Suite
Front
6.0
Integrates with Gmail and Google Hangouts
Agiloft Flexible Service Desk Suite
Front
9.1
Integrates with Outlook
Agiloft Flexible Service Desk Suite
Front
9.0

File Sharing & Management

Agiloft Flexible Service Desk Suite
Front
9.5
Video files
Agiloft Flexible Service Desk Suite
Front
10.0
Audio files
Agiloft Flexible Service Desk Suite
Front
10.0
Access control
Agiloft Flexible Service Desk Suite
Front
8.0
Integrates with Google Drive
Agiloft Flexible Service Desk Suite
Front
10.0
Device sync
Agiloft Flexible Service Desk Suite
Front
9.5

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo
  • 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.
No photo available

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo
  • 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.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion 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

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

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
  • 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).
No photo available

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