Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

JitBit Help Desk

4 Ratings
Score 9.3 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Would fit most any environment. Having worked in top 50 companies, startup, state agency, and higher education environments I can see how AgiLoft would be a great fit for any organization.
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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
8.3
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
8.9
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

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
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  • 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

  • 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.
No photo available
  • 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
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

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino 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

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino 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