Agiloft Flexible Service Desk Suite vs. Issuetrak

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
Agiloft's Flexible Service Desk Suite includes the elements needed to manage a complex service desk: Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and complete ITIL/ITSM capability. According to the vendor, these fully integrated applications work together to form a single system of record for all of an organization’s IT service processes, for 360-degree visibility and control. The vendor says their solution is designed to adapt and scale to…
$65
per month
Issuetrak
Score 7.0 out of 10
N/A
Issuetrak is help desk ticketing software that optimizes team workflows, automates requests, and expedites solutions. From managing IT help desk tickets, to processing product line change requests, its features allow organizations from any industry to track issues, measure data, and scale their support operation.
$26
per month per user
Pricing
Agiloft Flexible Service Desk SuiteIssuetrak
Editions & Modules
Free Trial
$0
per license/per month
Professional
Contact sales team
Professional Extended
Contact sales team
Enterprise
Contact sales team
Enterprise Extended
Contact sales team
Cloud Monthly Team Plan
$26
per month per seat
Cloud Monthly Support Plan
$77
per month per seat
On-Premises Lease Team Plan
$155
per year per seat
On-Premises Perpetual Team Plan
$206
one-time fee per seat
Cloud Annual Team Plan
$283
per year per seat
On-Premises Lease Support Plan
$464
per year per seat
Cloud Annual Support Plan
$850
per year per seat
On-Premises Perpetual Support Plan
$1,028
one-time fee per seat
Offerings
Pricing Offerings
Agiloft Flexible Service Desk SuiteIssuetrak
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequired$2,000 one-time fee per installation
Additional Details
More Pricing Information
Community Pulse
Agiloft Flexible Service Desk SuiteIssuetrak
Top Pros
Top Cons
Features
Agiloft Flexible Service Desk SuiteIssuetrak
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Agiloft Flexible Service Desk Suite
9.4
2 Ratings
13% above category average
Issuetrak
6.7
1 Ratings
16% below category average
Organize and prioritize service tickets10.02 Ratings7.01 Ratings
Service restoration10.02 Ratings00 Ratings
Self-service tools10.02 Ratings00 Ratings
Subscription-based notifications10.01 Ratings9.01 Ratings
ITSM reports and dashboards7.12 Ratings00 Ratings
Expert directory00 Ratings4.01 Ratings
ITSM collaboration and documentation00 Ratings7.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Agiloft Flexible Service Desk Suite
9.0
2 Ratings
9% above category average
Issuetrak
-
Ratings
Configuration mangement8.12 Ratings00 Ratings
Policy and contract enforcement10.02 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Agiloft Flexible Service Desk Suite
10.0
2 Ratings
17% above category average
Issuetrak
-
Ratings
Change requests repository10.02 Ratings00 Ratings
Service-level management10.02 Ratings00 Ratings
Best Alternatives
Agiloft Flexible Service Desk SuiteIssuetrak
Small Businesses
NinjaOne
NinjaOne
Score 9.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.3 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Flexible Service Desk SuiteIssuetrak
Likelihood to Recommend
10.0
(12 ratings)
7.0
(1 ratings)
Likelihood to Renew
8.9
(9 ratings)
4.0
(1 ratings)
Usability
7.3
(2 ratings)
-
(0 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
10.0
(1 ratings)
User Testimonials
Agiloft Flexible Service Desk SuiteIssuetrak
Likelihood to Recommend
Agiloft
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.
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Issuetrak
If someone is looking for a ticket management system or something to keep track of records in a cloud environment, IssueTrak is well suited to handle this need. It's a very simple and basic approach and after using it for 10 years, it is still just as easy to find what I'm looking for on previous tickets from years ago. The setup can get a little bit of a challenge and if you have a need to segregate users/employees into their own areas for workflow, it can be a little daunting trying to get it just right. Where I feel that IssueTrak falls short is if you need to keep track of CUSTOM FIELDS (fields that you input as searchable and trackable information) in the Dashboard area, where you spend most of your time looking to see what your workload and flow are like, is very limited, requiring you to dig a little further for what you want to see. Also, no ability to input physical addresses / GPS coordinates to be displayed on some sort of real-time map is also missing and could really boost what IssueTrak has to offer.
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Pros
Agiloft
  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
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Issuetrak
  • Keeps expansive records over a large period of time.
  • Provides a simple way to look at your workload with dashboards.
  • Can be used on a company level with employees, but also can be set up to have customer interaction.
  • Additional modules are handy as well (Inventory tracking, Surveys, etc.)
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Cons
Agiloft
  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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Issuetrak
  • No place to physically MAP out your tickets (IE: Google Maps / Address Fields / GPS coordinates).
  • Dashboards and ticket items do not update in real-time, making users need to REFRESH to for the latest updates/dashboards.
  • Mobile app not as good as the desktop experience, especially for Dashboard views.
  • Can be a bit complicated to setup and get going. Segregation of departments / users can also be a little on the complex side.
  • Dashboards could GREATLY use the ability to display and track CUSTOM fields for quicker access to the information you want the most.
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Likelihood to Renew
Agiloft
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.
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Issuetrak
IssueTrak is good at what it does, but we really needed some expanded functionality out of it that just hasn't organically happened. Having a 'real-time' update of Dashboards and tickets is a piece that is lacking, especially as our organization continues to grow. A lot of times you go to update a ticket and find out it has been altered/closed before you even hit the submit button. Being able to make charts/graphs of custom fields for Dashboard is a feature (that I feel) is long overdue. Also, the ability to capture address information / GPS coordinates to be displayed on a live map is also a feature we really wanted to see.
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Usability
Agiloft
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.
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Issuetrak
No answers on this topic
Support Rating
Agiloft
We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
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Issuetrak
They were always very good at getting a timely answer to any questions I had and in cases where I actually needed support to step in and help, they always delivered. I was very happy with the support I received from them.
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Alternatives Considered
Agiloft
Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.
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Issuetrak
IssueTrak shines for basic ticket management and the format in which they display all the information is very well done. I'd highly recommend it to someone that is looking at trying to track information at a ground level (just starting out). While other solutions are not perfect by any means, we just find that it is lacking some key features that we had hoped would have been implemented over the years (IE: More flexibility with Dashboard reporting and custom fields, a way visually look at addresses and GPS coordinates on a display map, more of a real-time approach with data and completion, etc.) This need caused us to look at some other solutions that may fit the bill a little better in the future.
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Return on Investment
Agiloft
  • 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..
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Issuetrak
  • Made tracking individual service changes, adds, deletions, and trouble-ticket very easy to manage.
  • We migrated from a paper-based work order system to completely digital and online, thus cutting down on a lot of unneeded printouts.
  • Was able to actually validate and see the performance of users and what they were contributing to the department on a daily, weekly, and monthly basis in terms of work performance.
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ScreenShots

Agiloft Flexible Service Desk Suite Screenshots

Screenshot of Screenshot of Screenshot of

Issuetrak Screenshots

Screenshot of Issuetrak DashboardScreenshot of Issuetrak IssueHubScreenshot of Issuetrak Settings LightboxScreenshot of Issuetrak Issue SubmissionScreenshot of Issuetrak View Issue