What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

GrooveHQ

6 Ratings
Score 8.9 out of 101

Add comparison

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

GrooveHQ

GrooveHQ works great for receiving incoming tickets, being able to work on them across the entire team and tracking their progress. It's great to be able to go back and look up a ticket or search by customer to see someone's history. I'm not sure of situations where it would be less appropriate
Andrea Cross profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
GrooveHQ
7.9
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
GrooveHQ
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
6.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
GrooveHQ
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
GrooveHQ
6.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
GrooveHQ
9.0
Ticket response
Agiloft Flexible Service Desk Suite
GrooveHQ
9.5

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
GrooveHQ
9.7
Customer portal
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Email support
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
GrooveHQ
9.0

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • It does a great job categorizing tickets according to the rules we have set up.
  • It lets us see what our team is working on and easily update and send tickets where they need to go.
  • Tools like snooze, changing the customer on a ticket, adding internal notes and having internal mailboxes really help keep things organized.
  • The support for GrooveHQ is great, along with their blog about how to improve customer service.
Andrea Cross profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • I wish there were custom options for the snooze tool instead of list of presets - they don't always work for our purposes.
  • It would be great if the auto-refresh were more reliable. Sometimes multiple people are working on the same ticket without knowing it.
Andrea Cross profile photo

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
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

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
This is the first software of it's kind that I've used
Andrea Cross profile photo

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
  • GrooveHQ helps us to be more efficient by keeping track of the interactions our team has had with customers across multiple platforms.
  • GrooveHQ's stats helps us to see where we're spending time.
Andrea Cross profile photo

Screenshots

GrooveHQ

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

GrooveHQ

General
Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details