What users are saying about
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9.1 out of 101
28 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.9 out of 101

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

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
Hammad Bin Idrees profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Help Scout
9.1
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
9.7
Help Scout
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Help Scout
9.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Help Scout
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Help Scout
9.1
Ticket response
Agiloft Flexible Service Desk Suite
Help Scout
9.2

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Help Scout
7.8
External knowledge base
Agiloft Flexible Service Desk Suite
Help Scout
7.9
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

Agiloft Flexible Service Desk Suite

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo

Help Scout

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

Cons

Agiloft Flexible Service Desk Suite

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo

Help Scout

  • More detailed analytics.
  • Ability to send customized surveys to gauge happiness.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo

Help Scout

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

Help Scout

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

Help Scout

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

Agiloft's singular advantage is its ease of customization that allows you to capture automation requirements right at the point of use. We knew our company would always be developing new requirements for its customer-facing processes and any tool that made customization difficult was an inferior choice for us. Other vendors offered similar levels of customization, but when we dug deeper, Agiloft was the only one that delivered it.Our management team came from the IT and development side of NetSuite and we have used it to manage our business almost since inception. However, its support, marketing, and sales functionality was too difficult to modify and built to meet too broad a set of requirements, so we could never get full adoption or utilization, and it stood in the way of delivering the service levels we needed to provide our customers. We still use NetSuite for back-of-the-house financial functions which don't need that level of customization, but for everything else, the way forward has led us to choose Agiloft.
Eric Novikoff profile photo

Help Scout

I've tried almost every single other live chat support tool. Most of them are easy to plug and play into the HTML page layout, but in terms of usefulness and cost, a smaller startup will always choose Help Scout no matter what. It's easily the best option for a bootstrapped startup or a beginning startup. Intercom was the most useful in terms of Live Chat and configuration/UI but the cost is very deterring especially if cash flow is bad.
Jeffrey Cheng profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo

Help Scout

  • We deal with about 500 tickets a day with minimal to no issues. Instant ROI.
  • Workflows reduce the need for man hours.
  • HTML uploader saves us time from crafting pretty emails.
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

Add comparison