What users are saying about
15 Ratings
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Score 8.8 out of 101
7 Ratings
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Score 4.8 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

  • Medium size IT support organisations.
  • Those without a need for complex knowledge systems or complex search engines. Ideal for support teams, limited usage for project or non-technical teams.
  • Better to use other systems to feed in information such as assets, customers etc.
No photo available

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
6.5
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Hornbill
4.1
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Hornbill
4.8
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Hornbill
4.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Hornbill
3.5
Expert directory
Agiloft Flexible Service Desk Suite
Hornbill
3.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Hornbill
4.8

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Hornbill
2.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Hornbill
3.4
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Hornbill
1.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Hornbill
2.2

Change management

Agiloft Flexible Service Desk Suite
9.8
Hornbill
5.2
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Hornbill
5.4
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Hornbill
6.3
Change calendar
Agiloft Flexible Service Desk Suite
Hornbill
3.8

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • 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

  • Customer portal GUI and template deployment
No photo available
  • 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 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

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
No answers on this topic

Return on Investment

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo
  • 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