What users are saying about
15 Ratings
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Score 9.1 out of 101
1 Ratings
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Score 8 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

Helpjuice

I think it's very well suited for a knowledge database.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Helpjuice
7.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Helpjuice
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Helpjuice
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Helpjuice
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Helpjuice
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Helpjuice
Expert directory
Agiloft Flexible Service Desk Suite
Helpjuice
7.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Helpjuice
7.0

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Helpjuice
9.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
Helpjuice
9.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Helpjuice
8.0
Customer portal
Agiloft Flexible Service Desk Suite
Helpjuice
8.0

Pros

Agiloft Flexible Service Desk Suite

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo

Helpjuice

  • It's stable.
  • It's flexible.
  • It's user-friendly.
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo

Helpjuice

  • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

Helpjuice

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

Helpjuice

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

Helpjuice

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo

Helpjuice

Helpjuice is more robust and flexible, we can do more with Helpjuice faster than before.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo

Helpjuice

  • The impact is mostly positive, users like the speed and ease.
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

Helpjuice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.

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