What users are saying about
15 Ratings
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Score 9.1 out of 101
9 Ratings
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Score 8.9 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Would fit most any environment. Having worked in top 50 companies, startup, state agency, and higher education environments I can see how AgiLoft would be a great fit for any organization.
No photo available

GrooveHQ

Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support
Zach Zimmerman profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
GrooveHQ
7.9
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
8.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
GrooveHQ
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
7.6
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
GrooveHQ
Expert directory
Agiloft Flexible Service Desk Suite
GrooveHQ
6.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
GrooveHQ
6.5
Ticket creation and submission
Agiloft Flexible Service Desk Suite
GrooveHQ
9.4
Ticket response
Agiloft Flexible Service Desk Suite
GrooveHQ
9.7

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
GrooveHQ
9.2
External knowledge base
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
GrooveHQ
8.4

Multi-Channel Help

Agiloft Flexible Service Desk Suite
GrooveHQ
9.0
Customer portal
Agiloft Flexible Service Desk Suite
GrooveHQ
7.9
Email support
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
GrooveHQ
9.0

Pros

Agiloft Flexible Service Desk Suite

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available

GrooveHQ

  • Creates Tickets when someone emails in or you can create a ticket within the groove system.
  • They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
  • We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.
Bryce Johnston profile photo

Cons

Agiloft Flexible Service Desk Suite

  • The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
  • Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.
Steve Theroux profile photo

GrooveHQ

  • It would be great if they had a mobile app. Since they do not have an app it makes it hard to address tickets on mobile or while on the go.
  • Adding attachments to a response could be better. It seems half the time when including an attachment that attachment does not send.
Bryce Johnston profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

GrooveHQ

No score
No answers yet
No answers on this topic

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

GrooveHQ

No score
No answers yet
No answers on this topic

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

GrooveHQ

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

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

GrooveHQ

We also looked at Zendesk and decided Groove would be a better fit for our company. Groove was a cheaper option and had all of the same features as Zendesk with the added feature of a knowledge base as well as a chat feature (we no longer use the groove chat feature however it did play a deciding factor in choosing Groove).
Bryce Johnston profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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

GrooveHQ

  • 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

Add comparison