What users are saying about
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Score 8.8 out of 101
2 Ratings
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Score 10 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley profile photo

HelpCrunch

It's a great solution for SaaS and e-commerce businesses looking to improve their communication with visitors and customers.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
HelpCrunch
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
HelpCrunch
Service restoration
Agiloft Flexible Service Desk Suite
10.0
HelpCrunch
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
HelpCrunch
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
HelpCrunch
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.1
HelpCrunch

ITSM asset management

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

Change management

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

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
  • Affordable pricing
  • Great customer support
  • Useful features
No photo available

Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • Knowledge base
  • Chat bot
  • More advanced helpdesk
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
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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

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
HelpCrunch is more affordable than other alternatives on the market and offers better customer support.
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Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
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  • Increased customer satisfaction
  • Increased number of leads
  • Decreased customer support costs
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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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

HelpCrunch

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
HelpCrunch Editions & Modules
HelpCrunch
Edition
Basic - Live chat
$121
Premium - Live chat
$211
Basic - Live chat+Emails
$251
Premium - Live chat+Emails
$431
1. per month
Additional Pricing Details
Unlike most competitors, HelpCrunch's pricing is agent-based (not contacts-based) which gives you a full transparency of your chosen pricing plan and straightforward billing. Free 14-day trial is available to take the solution for a test drive. We're pretty flexible in terms of pricing. If you need a custom pricing plan - just message us via our website chat and we'll come up with a suitable pricing for your needs.