What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

iSupport

2 Ratings
Score 7.3 out of 101

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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

iSupport

Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
iSupport
7.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
iSupport
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
iSupport
7.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
iSupport
9.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
iSupport
7.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
iSupport
8.0
Expert directory
Agiloft Flexible Service Desk Suite
iSupport
5.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
iSupport
7.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
iSupport
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
iSupport
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
iSupport

Change management

Agiloft Flexible Service Desk Suite
9.8
iSupport
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
iSupport
Service-level management
Agiloft Flexible Service Desk Suite
10.0
iSupport

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • Very organized
  • Easy to track and follow-up
  • Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
No photo available

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo
  • Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
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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
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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
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Alternatives Considered

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
No answers on this topic

Return on Investment

  • We have used it for many years for our bug/issue tracking, smoothly and efficiently.
  • For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.
Max Henrion profile photo
  • Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.
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Screenshots

iSupport

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

iSupport

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