What users are saying about
15 Ratings
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Score 9.1 out of 101
7 Ratings
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Score 4.4 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

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.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Hornbill
4.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Hornbill
6.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Hornbill
4.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Hornbill
4.9
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Hornbill
4.6
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Hornbill
3.2
Expert directory
Agiloft Flexible Service Desk Suite
Hornbill
3.1
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Hornbill
4.9

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
Hornbill
2.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Hornbill
3.7
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Hornbill
1.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Hornbill
2.2

Change management

Agiloft Flexible Service Desk Suite
9.9
Hornbill
5.5
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
Hornbill
5.7
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Hornbill
6.7
Change calendar
Agiloft Flexible Service Desk Suite
Hornbill
3.9

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

Hornbill

  • 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
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo

Hornbill

  • The UI is very, very basic and is not designed with the user in mind
  • The system itself is pretty basic yet required a rather complex set up
  • Random and inconvenient glitches: when Supportworks is opened, it offers useful pop-up notifications when a ticket has been submitted/edited/closed. However, if the notification pop up appears whilst I am typing (an email, document - anything), it overrides any kind of typing. This means that unless you touch-type with your eyes constantly glued to the screen, it is possible to miss the override moment
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

Hornbill

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

Hornbill

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

Hornbill

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available

Hornbill

No answers on this topic

Return on Investment

Agiloft Flexible Service Desk Suite

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available

Hornbill

  • 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
No photo available

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

Add comparison