What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.6 out of 101

LiveHelpNow

5 Ratings
Score 9 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

LiveHelpNow

It's great for sales, customer service, and tech support.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
LiveHelpNow
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
LiveHelpNow
Service restoration
Agiloft Flexible Service Desk Suite
10.0
LiveHelpNow
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
LiveHelpNow
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveHelpNow
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
LiveHelpNow

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
External knowledge base
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Social integration
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Email support
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
LiveHelpNow
10.0

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Easy for customers to reach out.
  • Best for short quick answers.
  • Easy for staff to use.
No photo available

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • None at this time.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff 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
No answers on this topic

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
  • None at this time.
No photo available

Screenshots

LiveHelpNow

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

LiveHelpNow

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