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15 Ratings
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Score 8.8 out of 101
25 Ratings
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Score 8.9 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

Help Scout

Helpscout is by far the best ticketing system we have tried.It will help you with
  • prioritizing tickets
  • grouping all the tickets and information about a customer (past interactions)
  • saving responses (and using them again)
  • automating tasks (emails from X go to Y and add Z tag) [this is EXTREMELY useful and not all of the other CS have this for this price]
  • adding an FAQ (Docs) which can be easily linked to the answers
  • great shortcuts for moving fast
  • seeing metrics of the performance of your team (in terms of NPS, response time, volume, etc)
Santiago Valdés profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Help Scout
9.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Help Scout
9.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Help Scout
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Help Scout
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Help Scout
9.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Help Scout
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Help Scout
9.3
Ticket response
Agiloft Flexible Service Desk Suite
Help Scout
9.4

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Help Scout
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Help Scout
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Help Scout

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Help Scout
7.9
External knowledge base
Agiloft Flexible Service Desk Suite
Help Scout
8.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
Help Scout
7.7

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Help Scout
9.2
Email support
Agiloft Flexible Service Desk Suite
Help Scout
9.5
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Help Scout
8.9

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • Very easy and friendly user interface. Always loved how nice Help Scout looks.
  • The reliability of Help Scout is second to none. The uptime hasn't really let us down.
  • The knowledge base looks pretty good once an article is posted.
Taylor Hansen profile photo

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
  • The tagging function is a bit onerous and took a while to strategize and set up.
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
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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
Help Scout easily plugs into Gmail and allows us to create reports based on our tagging. We found its price point for us as a nonprofit was a good fit. Customer service was also supportive. It also allows us to have an external help desk for our common questions from clients.
No photo available

Return on Investment

  • We have used it for many years for our bug/issue tracking, smoothly and efficiently.
  • For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.
Max Henrion profile photo
  • Very positive ROI - saves our staff much time regarding how to prioritize
  • Very positive ROI - helps our managers engage and understand the big picture
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
Additional Pricing Details

Help Scout

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