What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Help Scout

23 Ratings
Score 9.3 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

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
9.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Help Scout
8.8
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
9.1
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Help Scout
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Help Scout
9.0
Ticket response
Agiloft Flexible Service Desk Suite
Help Scout
9.2

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Help Scout
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
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
8.1
External knowledge base
Agiloft Flexible Service Desk Suite
Help Scout
8.2
Internal knowledge base
Agiloft Flexible Service Desk Suite
Help Scout
8.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Help Scout
8.9
Email support
Agiloft Flexible Service Desk Suite
Help Scout
9.2
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Help Scout
8.5

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
  • Tracking of incoming emails
  • Reports from tagging regarding common issues
  • Keeps us out of email
No photo available

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • The user interface in the internal application could be improved as the buttons don't reflect intuitively what they are.
  • Responding to a ticket should assign you as the owner if you are the first person to respond.
Jeffrey Cheng profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux 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

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
We did test out several other support desk tools before finally deciding to go with Help Scout. The main tipping point was the fact that Help Scout almost appeared invisible to the end user (our customer). To them, it just feels as if they are reaching someone via email, not some big ticketing system with multiple staff (even though we do in fact have multiple staff members). Additionally, their user interface was quick and easy to learn compared to a few other tools we tried.
Kaitlin Rawley profile photo

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available
  • Help scout has helped us monitor incoming traffic and compare it to previous periods. This helps us estimate how we need to delegate our staff man hours.
  • Capturing responses for their 'Happiness' report (which measures satisfaction of an interaction with a support team member) has helped us increase our bank of testimonials which we use for sales.
Kaitlin Rawley profile photo

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