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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

Helpshift

When you have a queue of 500+ customer service emails it is very helpful to be able to easily organize the tickets based on the software in which they originated. Rather than sifting through that many emails, you can go to a particular software application and just view the tickets for that application. The info that is displayed on each ticket while in a list of tickets for an individual project is very useful as it shows the status of the ticket and the software platform at a quick glance.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Helpshift
7.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Helpshift
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Helpshift
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Helpshift
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Helpshift
4.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Helpshift
Expert directory
Agiloft Flexible Service Desk Suite
Helpshift
7.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Helpshift
6.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Helpshift
8.0
Ticket response
Agiloft Flexible Service Desk Suite
Helpshift
8.0

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Helpshift
6.5
External knowledge base
Agiloft Flexible Service Desk Suite
Helpshift
6.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
Helpshift
7.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Helpshift
7.0
Customer portal
Agiloft Flexible Service Desk Suite
Helpshift
6.0
Email support
Agiloft Flexible Service Desk Suite
Helpshift
8.0

Pros

Agiloft Flexible Service Desk Suite

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo

Helpshift

  • Great at creating the atmosphere of a conversation or online chat like experience to engage both the customer service representative and the customer.
  • Provides great detail to the current status of a ticket at a quick glance
  • The meta data that is recorded when customer service receives a ticket is a very important tool needed to help resolve the customers problem or question.
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo

Helpshift

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

Helpshift

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

Helpshift

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

Helpshift

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

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

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • 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.
Elizabeth Lepisto profile photo

Helpshift

  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
No photo available

Screenshots

Helpshift

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

Helpshift

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

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