15 Ratings
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Score 8.8 out of 101
4 Ratings
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Score 9.3 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

JitBit Help Desk

If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
Kenneth Hess profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
JitBit Help Desk
9.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
JitBit Help Desk
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
JitBit Help Desk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
JitBit Help Desk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
JitBit Help Desk
9.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
JitBit Help Desk
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
JitBit Help Desk
10.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
JitBit Help Desk
10.0
Ticket response
Agiloft Flexible Service Desk Suite
JitBit Help Desk
10.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
JitBit Help Desk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
JitBit Help Desk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
JitBit Help Desk

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
JitBit Help Desk
8.5
External knowledge base
Agiloft Flexible Service Desk Suite
JitBit Help Desk
8.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
JitBit Help Desk
9.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
JitBit Help Desk
9.2
Customer portal
Agiloft Flexible Service Desk Suite
JitBit Help Desk
9.0
Email support
Agiloft Flexible Service Desk Suite
JitBit Help Desk
9.5
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
JitBit Help Desk
9.0

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • JitBit HelpDesk is very easy to use for end users. They send an email with a standard subject and details to our internal mailbox and voila, we have a new ticket that's trackable and manageable.
  • Once you've selected your server of choice, a VM for example, JitBit might take an hour to install and customize for deployment. You'll need a little time to test but the setup and readiness are very fast and easy.
  • JitBit's easy-to-use interface is clean and uncluttered.
  • It integrates very well into an AD-centric network.
Kenneth Hess profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • JitBit HelpDesk is not free. There is no free version. It would be nice if they had a free, limited version that would allow 100 tickets to get used to it before buying as it is pretty expensive, even for the lowest end implementation.
  • I wish it were easy to integrate forms into. I've seen numerous questions around the Net about integrating Google Forms or creating forms.
  • There is a strong push from JitBit to use the cloud version but some companies really have to use an on-premise solution.
Kenneth Hess 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
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
We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
Kenneth Hess profile photo

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • JitBit has neither had a positive nor a negative effect on our ROI. The reason is that we had to have a Help Desk solution that is secure and well-supported.
  • JitBit does cost real money. The least expensive on-premise option is $1,699, which might have a negative impact on your budget, but I'd have to say that it's worth it--at least for us.
  • Trouble-free, practically maintenance-free, Help Desk software has a positive impact on our technician time spent on it.
Kenneth Hess profile photo

Screenshots

JitBit Help Desk

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

JitBit Help Desk

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