Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

JIRA Service Desk

Top Rated
227 Ratings
Score 7.8 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

JIRA Service Desk

Jira is a great tool for organizations who already have a well-defined process for tickets/projects.If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit.It makes QA much easier since all communication between QA team and developers are in once place (with screenshots, short videos, etc).
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
JIRA Service Desk
8.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
JIRA Service Desk
8.8
Service restoration
Agiloft Flexible Service Desk Suite
10.0
JIRA Service Desk
9.5
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
JIRA Service Desk
8.2
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
JIRA Service Desk
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
JIRA Service Desk
8.2
Expert directory
Agiloft Flexible Service Desk Suite
JIRA Service Desk
9.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
JIRA Service Desk
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
JIRA Service Desk
10.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
JIRA Service Desk
10.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
JIRA Service Desk
10.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
JIRA Service Desk
10.0

Change management

Agiloft Flexible Service Desk Suite
9.8
JIRA Service Desk
7.8
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
JIRA Service Desk
8.3
Service-level management
Agiloft Flexible Service Desk Suite
10.0
JIRA Service Desk
8.5
Change calendar
Agiloft Flexible Service Desk Suite
JIRA Service Desk
6.5

Pros

  • 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
  • Linking JIRA tickets to a test planning software life TestRail is great tool as you can link the JIRA ticket in TestRail and then see the results to the test in JIRA or have a quick link to open the ticket in a new browser from TestRail.
  • The organization that we are able to create with JIRA is invaluable between grouping tickets via build numbers or creating central location for information on a development sprint.
  • Using JIRA as a tool to create a task orientated ticket that has instructions and information that can be given to a third party contractor in order for them to run a detailed test plan on your software.
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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
  • Integration with asset management systems is severely lacking out of the box. It frankly fails at being a component of a true CMDB unless you want to pay for third party plugins or write an API call into another application.
  • Smart tracking of emails is also lacking. If a user replies to a generated message it will open a new ticket with the title "Re: Original Ticket Name" which is a pain to manage. Other tools will use the ticket number in the subject line or some other "smarter" way of tracking.
  • Automation can be difficult to build. They're relatively straight forward, but you need to have a good understanding of your business processes in order to ensure that the appropriate fields are set. There's also a relatively limited number of automation tasks you can build into the system.
Brian Taylor profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
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
JIRA Service Desk6.0
Based on 1 answer
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

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

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
We evaluated Remedy's ServiceNow as well as a few homegrown solutions (in SharePoint and in JIRA Software), and found that Service Desk's integration into the rest of the Atlassian suite of products was the best selling point. We already were licensing a number of Atlassian products, and being able to add a Service Desk that pulls from those sources automatically and without much configuration was great. ServiceNow is a very robust tool that checked a lot of our boxes, but it came down to price and integration for us.
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Return on Investment

  • 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.
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  • When we hit our seasonal busy season it is much quicker and reliable to use Service Desk than tracking down emails and conversations in IM.
  • Our company has used other ticketing systems that are expensive and cumbersome to configure and JIRA Service Desk has been a much cheaper option to licence and maintain.
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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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

JIRA Service Desk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
JIRA Service Desk Editions & Modules
JIRA Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
1. per agent for up to 3 agents
2. per agent per month for 4-15 agents
3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator