What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Helpjuice

1 Ratings
Score 8 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

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
9.6
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
9.6
Helpjuice
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Helpjuice
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
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
9.2
Helpjuice
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Helpjuice
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Helpjuice

Change management

Agiloft Flexible Service Desk Suite
9.8
Helpjuice
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
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

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
No photo available
  • It's stable.
  • It's flexible.
  • It's user-friendly.
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.
No photo available
  • 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.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino 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

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Helpjuice is more robust and flexible, we can do more with Helpjuice faster than before.
No photo available

Return on Investment

  • Effective Training for our help desk staff
  • Improved Training for our software product users
  • Valuable feedback for product enhancements
  • Valuable feedback for new product development
  • Grows with us as we expand for the future
Lanetta Ashley profile photo
  • 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.