What users are saying about
Top Rated
179 Ratings
15 Ratings
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Score 9.1 out of 101
Top Rated
179 Ratings
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Score 7.7 out of 101

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
9.5
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
9.7
MindTouch
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
MindTouch
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
MindTouch

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
MindTouch
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
MindTouch
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
MindTouch

Change management

Agiloft Flexible Service Desk Suite
9.9
MindTouch
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
MindTouch
Service-level management
Agiloft Flexible Service Desk Suite
10.0
MindTouch

Pros

Agiloft Flexible Service Desk Suite

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo

MindTouch

  • Authoring and editing articles is quick and easy.
  • Mindtouch has a really responsive and helpful support team.
  • You can customize the structure of your documentation on MT.
  • You can easily re-use content from one article in another, as well as pull in multiple articles to a path or sequence of documentation.
Lila Krutel Meyer profile photo

Cons

Agiloft Flexible Service Desk Suite

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo

MindTouch

  • You can't easily manage the sequence of articles in a sub-category or guide.
  • If you are migrating documentation from another platform to MT, you may encounter a rocky road and lots of manual QA.
  • There's no real draft management functionality available. If you want to offer article feedback to someone, all you can do is enter text in a single comment box at the end of the article. As a result, we still use Google Docs for drafting and sharing articles for review, and then when they're finalized, we publish them on MT.
  • Some of their backend tools for reviewing broken hyperlinks, or locating unpublished articles, as well as their OOTB reporting options need improvement. They feel somewhat buried in the backend and inflexible; for example, you can't export a long list of records for easier review.
Lila Krutel Meyer profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
No photo available

MindTouch

MindTouch 8.8
Based on 18 answers
MindTouch's ability to meet our needs
Al Pahl profile photo

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

MindTouch

MindTouch 7.4
Based on 29 answers
MT is easy to use overall. There are some Admin options that are buried or a little inflexible, but in general, it's not difficult to be an MT administrator either.
Lila Krutel Meyer profile photo

Performance

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.0
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 Suite

Agiloft Flexible Service Desk Suite 9.1
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

MindTouch

MindTouch 7.5
Based on 31 answers
Quick response to tickets logged on their portal. Support takes their time and uses industry tools for screen sharing for detailed walk through on simple to complex issues. Their customer success center provides a good starting point for advanced customization options of the application
Chad Kipper profile photo

Online Training

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.8
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

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.8
Based on 10 answers
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
Lisa Fontaine profile photo

Alternatives Considered

Agiloft Flexible Service Desk Suite

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available

MindTouch

I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
Travis Sousa profile photo

Scalability

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 1.7
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

Agiloft Flexible Service Desk Suite

  • 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

  • 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

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