What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.6 out of 101

HappyFox

4 Ratings
Score 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

HappyFox

The biggest factor in my selection of this product was how our techs wanted to use a Help Desk. Everyone was already accustomed to email because that's how everything was done in the past. More than that, people often responded to inquiries on their phones via email. I needed a help desk software that could be used almost entirely by email. After demoing HappyFox, I knew I had found what I was looking for. Tickets, based on what department they are for, arrive in the appropriate tech's inbox. Techs can respond and HappyFox will forward their reply to the customer. All conversations are logged on the site so that they can be reviewed later, by us or the customer. With Smart Rules we could begin to get creative and open up even more options to allowing our techs to work solely through email. For example our managers have the ability to assign tickets to employees purely through email based on the text they enter. We also have the ability to respond to an email and close it. This speeds up resolution times by allowing everything to be handled through email. For everything else the web interface is a breeze to use
Lee Howley profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
HappyFox
9.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
HappyFox
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
HappyFox
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
HappyFox
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
HappyFox
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
HappyFox
Expert directory
Agiloft Flexible Service Desk Suite
HappyFox
10.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
HappyFox
8.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
HappyFox
10.0
Ticket response
Agiloft Flexible Service Desk Suite
HappyFox
8.0

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
HappyFox
8.5
External knowledge base
Agiloft Flexible Service Desk Suite
HappyFox
8.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
HappyFox
9.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
HappyFox
9.3
Customer portal
Agiloft Flexible Service Desk Suite
HappyFox
8.0
Social integration
Agiloft Flexible Service Desk Suite
HappyFox
9.0
Email support
Agiloft Flexible Service Desk Suite
HappyFox
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
HappyFox
10.0

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Smart Rules - Easily create triggers that run based on a variety of criteria. This allows for easily moving tickets through our process. An awesome example is our manager's ability to assign tickets to technicians right from their email simply by responding to the ticket in a certain way. This prevents the opening of a web browser or the mobile app to complete basic functions. Removing one step from the process has already saved us countless hours.
  • Easy to use and clean interfaces all around. Whether it's the web interface, mobile web interface, or one of the mobile apps, HappyFox is all around intuitive. Plenty of things can be made to be updated in two or fewer clicks (Assigned to, due date, priority).
  • HappyFox allows our users to easily create tickets on behalf of customers. Any person who has previously contacted the Help Desk is stored as a contact and can be referenced again quickly.
  • While the portal they provide is basic, it can be quite heavily customized with color schemes and logos. Ours ended up looking better than almost anything else we host both internally and externally. It's clean, simple and provides an easy way for users to input a ticket.
  • Between the Smart Rules and SLAs it's easy to make sure every ticket gets the attention it deserves. Automatic reminders can be sent to technicians based on criteria. Reports can be run to ensure that service levels are being met. These two things alone have greatly increased the quality of service.
Lee Howley 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
  • Making changes on the mobile apps could be easier (Assigning a technician or providing a due date). It currently must be done through a ticket update which is not intuitive after having used the full web interface where the fields can be updated simply by clicking on the desired field.
  • Reporting can be a little tricky to get the hang of. More over it would be better if it was possible to customize from the ground up rather than having to use some semblance of what they have provided. However, the reports are still very useful and easy to read. They have already helped us more than justify the cost of the software.
Lee Howley profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan profile photo
HappyFox10.0
Based on 1 answer
The way we have our implementation customized has allowed us to tailor the application to exactly how we would like to use it. We didn't have to change our procedures and fear the potential of poor adoption. Instead we customized the application to be used the way we already ran our help desk. From there on out we reaped the benefits of quicker resolutions, increased transparency, and much happier end users. After setting up Smart Rules, HappyFox does a lot of thinking for us. Tickets go where they need to go, close when they are supposed to close and even remind techs of inactivity. This removes the necessity for micromanagement, which is appreciated by our employees and managers alike
Lee Howley profile photo

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 find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
HappyFox's only true competitor of those listed above was Zendesk. Mojo and Spiceworks each had major letdowns. Mojo was not as intuitive and lacked the ability to customize and trigger things. Spiceworks was limited to windows as far as client use. Both of these options cost less money (Spiceworks is free) but just couldn't compete on ease of use and features. HappyFox won out on price compared to Zendesk while being more feature rich in the areas we needed. Smart Rules has allowed us to basically run our help desk through emails alone. There are plenty of features in both Zendesk and HappyFox that we simply don't need or use, so it's hard to which has the upper hand in overall feature set. For us, HappyFox came out on top with its easy to use device agnostic platform with a huge emphasis on email
Lee Howley profile photo

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • Reduced time to assign and resolve tickets.
  • Increase in transparency as far as when and what employees are working on.
  • Potential to reduce ticket volume via the self help portal for common issues.
  • Extremely high user adoption.
  • Great integration with other major players (Jira, Salesforce, ect.)
Lee Howley profile photo

Screenshots

HappyFox

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

HappyFox

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