What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Hornbill

7 Ratings
Score 5.1 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

Hornbill

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Hornbill
4.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Hornbill
6.6
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Hornbill
4.1
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Hornbill
4.7
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Hornbill
3.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Hornbill
3.7
Expert directory
Agiloft Flexible Service Desk Suite
Hornbill
3.4
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Hornbill
4.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Hornbill
2.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Hornbill
3.2
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Hornbill
1.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Hornbill
2.3

Change management

Agiloft Flexible Service Desk Suite
9.8
Hornbill
5.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Hornbill
5.1
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Hornbill
6.1
Change calendar
Agiloft Flexible Service Desk Suite
Hornbill
3.7

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • The system time-stamps actions (such as issue logged in/escalated/put on hold/resolved) which is useful
  • Email notifications are sent when the ticket (inquiry) is about to expire/breach SLA to the ticket owner or to notify the user that the inquiry has been placed on hold or resolved
  • There is a knowledge base search capability
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Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • User interface is somewhat old fashioned.
  • Cost of having Hornbill install updates is annoying as updates that we try and instal ourselves often fail.
  • Cost of support is too high.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion 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

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
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No answers on this topic

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
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  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
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Screenshots

Hornbill

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

Hornbill

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details