What users are saying about

MindTouch

Top Rated
179 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

MindTouch

Top Rated
179 Ratings
Score 7.8 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

MindTouch

This has more to do with our company's implementation of MindTouch than the product itself. Our customers must sign into SalesForce to access our knowledge base. The knowledge base is on the first page that customers see, but it is buried way under a "feed." This is bad--users should be able to wander around in the knowledge base to see its structure, because that helps them learn the structure of the software, too. Our implementation also took the search bar in MindTouch away from external users, opting instead to go with a "federated" search bar that covers the knowledge base AND SalesForce topics. Don't do that either. Ugh.
Patty Ewy profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan profile photo
  • Its editing functionality is very robust and allows us to create multiple kinds and formats of content.
  • Its API was flexible enough for us to create the solution we wanted, even though it wasn't supported out of the box.
  • Administratively, our account contacts have been fantastic, helpful, and very response.
  • We've always received great support when we needed it.
Harry Kaplowitz profile photo

Cons

  • Customer portal GUI and template deployment
No photo available
  • I would've said the WYSIWYG experience needed work, but that was recently addressed. There is, however, some visual cruft from the previous UI that could be ironed out.
  • Better API documentation and more support for contextual applications of the software. We had a pretty long road to implementation because updates on MindTouch's side that we weren't aware of broke our implementation. We addressed these shortcomings on our end since MindTouch couldn't commit to a solution that worked for us.
  • Some of the hierarchical choices that users can make don't feel like they're consistently applied throughout the experience.
Harry Kaplowitz profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux profile photo
MindTouch8.8
Based on 18 answers
Overall, we are extremely happy with the product and customer support. Beyond that, we've invested a lot of time and money into our site, and to move to a different platform wouldn't make sense for us.
Lisa Fontaine profile photo

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
MindTouch7.3
Based on 29 answers
The interface is a simple click and point navigation and has a great search feature.
Chad Kipper profile photo

Performance

No score
No answers yet
No answers on this topic
MindTouch7.9
Based on 10 answers
It feels very responsive both in editor mode and when browsing and searching for content as an unauthenticated user of the site. Service windows are announced well ahead of time, so I have never experienced downtime to the extent that I have been unable to get work done.
Olav Andreas Frenning profile photo

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
MindTouch7.4
Based on 31 answers
I think the support overall is good. They are quick to respond to requests and very interested in helping. We have, however, had issues come up that they have not been able to help us fix -- even at a tier 2 level. Thank goodness we had a developer on contract who was able to fix what we needed.
Lisa Fontaine profile photo

Online Training

No score
No answers yet
No answers on this topic
MindTouch8.7
Based on 5 answers
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
Olav Andreas Frenning profile photo

Implementation

No score
No answers yet
No answers on this topic
MindTouch7.9
Based on 10 answers
Implementation was fairly quick. Migration of content from our old CMS could be started right away, while we had a design agency work on the visual aspects of the site. Although some tweaking and CSS troubleshooting was required underway, the system was functional and could be used by ourselves and our customer base from the first week of launch, albeit without the custom styling completely implemented. I'd say that's pretty good.
Olav Andreas Frenning profile photo

Alternatives Considered

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available
N/A. It has been several years since I evaluated competitors. I'm vaguely aware of Zendesk and am in process of evaluating not - not with the intention to replace MindTouch, just to keep up with trends in the industry. I would consider a move if I ever felt that MindTouch was not keeping up.
Tanner Volz profile photo

Scalability

No score
No answers yet
No answers on this topic
MindTouch2.6
Based on 3 answers
We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
Ziv Peled profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Easier merchant integrations due to public availability/discoverability of documentation.
  • Building positive brand/team image due to the availability of nice-looking and informative documentation.
  • Faster iterations on and additions to documentation to support beta/new products.
Ben Mo profile photo

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

MindTouch

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$0*
1.  included with license
Additional Pricing Details