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Score 8.8 out of 101
8 Ratings
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Score 8.6 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

As I said we have used primarily for Issue, Service, and Application Configuration tracking. Agiloft is equally well suited to all of these areas and with their ITIL model you get the best possible design for approaching these problems.
Robert Kaplan profile photo

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
9.6
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
9.6
GrooveHQ
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
GrooveHQ
7.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
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
9.3
Ticket response
Agiloft Flexible Service Desk Suite
GrooveHQ
9.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
GrooveHQ
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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
9.2
External knowledge base
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
GrooveHQ
8.5

Multi-Channel Help

Agiloft Flexible Service Desk Suite
GrooveHQ
9.0
Customer portal
Agiloft Flexible Service Desk Suite
GrooveHQ
8.0
Email support
Agiloft Flexible Service Desk Suite
GrooveHQ
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
GrooveHQ
9.0

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan 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

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino 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're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino 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
This is the first software of it's kind that I've used
Andrea Cross profile photo

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino 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