15 Ratings
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Score 9.1 out of 101
6 Ratings
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Score 9.4 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

HelpSystems Automate

  • A medium to large sized company where there are a lot of similar tasks (FTP, purging, etc.) that have to be done on a regular as needed basis.
  • Also good where you don't have a dedicated programmer or they are too busy to dedicate time to these types of jobs. Creating the tasks is almost an object-oriented scenario. i.e.: drag what you need to where you need it.
David Croney profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
HelpSystems Automate
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
HelpSystems Automate
Service restoration
Agiloft Flexible Service Desk Suite
10.0
HelpSystems Automate
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
HelpSystems Automate
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
HelpSystems Automate
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
HelpSystems Automate

ITSM asset management

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

Change management

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

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

HelpSystems Automate

  • FTP jobs. Flexible scheduling and file watching options (send a file when added to a folder). Also flexible file naming capabilities - when a vendor wants a file with a different format (or vice-versa) Also the new encryption steps are handy.
  • File watching capabilities - If you have files that have to be somewhere by a certain time this is very handy. You can pair this with Automate's email capability (easy to use).
  • File Copying - If you have a lot of files that have to be sent on a schedule this is the way to go. You can also filter by date so only recent files are copied.
  • File Purging - like copying you can use date filters to purge old files - no more clogged folders!
  • Conditional statement functionality - If/Then, Loops, etc. Easy to use and makes the tasks MUCH more useful.
David Croney profile photo

Cons

Agiloft Flexible Service Desk Suite

  • Customer portal GUI and template deployment
No photo available

HelpSystems Automate

  • A reporting capability on tasks: enabled, disabled, by folder, by trigger, etc. Currently there is none.
  • An "OR" in their conditional statements - currently there is only "AND".
  • Some kind of temporary backup when changing a task - separate from the current back up/restore functionality (which works well).
David Croney profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

HelpSystems Automate

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

HelpSystems Automate

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

HelpSystems Automate

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo

HelpSystems Automate

Farjad Habib profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at.
  • We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!)
  • We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.
Eric Novikoff profile photo

HelpSystems Automate

  • Positive: Reliability on FTP jobs - really important on bank files.
  • Negative - annual support a little pricey - but not unusual for this level of software.
  • Positive: Does not require a dedicated administrator, especially after the jobs are created and tested. I perform other job duties and this rarely interferes with them.
  • Positive - Since it is easy to learn and use it makes it easy to have a back up administrator
David Croney profile photo

Screenshots

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

HelpSystems Automate

General

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

Add comparison