What users are saying about
Top Rated
179 Ratings
15 Ratings
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Score 8.8 out of 101
Top Rated
179 Ratings
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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

MindTouch

It's good at easily creating and housing all our documentation/articles.It has a simple and effective way for customers to contact support. With the 3 contact methods appearing on certain pages of the site. And a good support contact form that integrates with our Salesforce.The user community features look to be a good fit for us, but we've not implemented it yet because our engineering department still needs to prepare the single-sign-on for us.It's not as appropriate for housing all our video tutorials. Right now we can put each video on its own page and list them similar to articles. It would be better if we could easily move and navigate between videos without having to click into individual pages. It'd also be nice to have more linking/association between videos and articles of the same subject matter.It's not as appropriate for offering our live class schedule or registration. I'd like to see a GoToMeeting integration. Or even a good way to display classes on a calendar, with the ability to filter which classes display on the calendar.
Kristen Kiley 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
8.2
MindTouch

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
MindTouch
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • The initial launch - prepping the site for go-live. We were able to brand our site with minimal customizations and minimal technical support. Mindtouch provides a semi-structured architecture for organizing content - once you are familiar with this model - it was easy for us to organize our content.
  • The editor is awesome. Seasoned tech writers and occasional writers can easily write, and publish their content with minimal training and support. Tech writers appreciate abilities for advanced techniques, such as content reuse, linking, or embedding JavaScript. Occasional writers appreciate the ease-of-use and a familiar editor ui (such MS Word).
  • Publishing workflow and revision tracking. Tech writers working on content for feature releases appreciate the edit live or edit as a draft features. We use edit as a draft when collaborating with SMEs - enabling SMEs to co-write as a Draft Contributor. Revision history is great for either reverting content OR reviewing change history -- especially when multiple authors are involved.
  • Mindtouch is a great alternative to traditional technical documentation authoring solutions (HATs). We appreciate that content can be viewed as a knowledgebase and as contextual help from the application. My team is more productive and able to deliver more quality documentation - on time.
Carol Menzigian 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
  • Every emerging technology strives to improve. Not all problems are foreseeable and bugs exist. If I could dream up where MindTouch can improve, I can assure you they have already begun.
  • The standard pay structure of buying a full year in advance might be tuff for smaller startups
  • I would love MindTouch to provide video hosting as part of their service.
Travis Sousa 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
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
MindTouch8.8
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

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
We have migrated our content from the Framemaker Books to Mindtouch proving to be a big shift. We have also been using Confluence and Zendesk for different productsOne of many reasons is that most of what was a feature in MT has been a plug in in Confluence.
Indira Jambulingam profile photo

Scalability

No score
No answers yet
No answers on this topic
MindTouch2.2
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

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available
  • MindTouch helps reduce knowledge and information silos by offering a place for everyone to store their content.
  • Employees are finding what they need when they need it without having to find "the guy" who knows that stuff.
  • Customers are helping themselves and solving their own issues which allows support to work on higher priority issues.
Seth Faber 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