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Score 8.8 out of 101
6 Ratings
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Score 8.5 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

osTicket

It works well for organizations that do not need fancy features and for organizations that have a small budget as there is not much maintenance involved, we basically installed the system and next time we touch the system is when we upgrade.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
osTicket
8.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
osTicket
9.4
Service restoration
Agiloft Flexible Service Desk Suite
10.0
osTicket
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
osTicket
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
osTicket
5.7
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
osTicket
Expert directory
Agiloft Flexible Service Desk Suite
osTicket
8.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
osTicket
8.5
Ticket creation and submission
Agiloft Flexible Service Desk Suite
osTicket
9.1
Ticket response
Agiloft Flexible Service Desk Suite
osTicket
8.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
osTicket
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
osTicket
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
osTicket

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
osTicket
8.6
External knowledge base
Agiloft Flexible Service Desk Suite
osTicket
8.5
Internal knowledge base
Agiloft Flexible Service Desk Suite
osTicket
8.7

Multi-Channel Help

Agiloft Flexible Service Desk Suite
osTicket
6.6
Customer portal
Agiloft Flexible Service Desk Suite
osTicket
6.8
IVR
Agiloft Flexible Service Desk Suite
osTicket
7.0
Social integration
Agiloft Flexible Service Desk Suite
osTicket
4.0
Email support
Agiloft Flexible Service Desk Suite
osTicket
7.8
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
osTicket
7.6

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
  • osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
  • Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
  • Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
  • Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
  • Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).
No photo available

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
  • More plugins, especially one for SAML authentication
  • Preserve styling on upgrade (colors)
  • Allow more dynamic ways of asking questions to users
No photo available

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
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

Agiloft's singular advantage is its ease of customization that allows you to capture automation requirements right at the point of use. We knew our company would always be developing new requirements for its customer-facing processes and any tool that made customization difficult was an inferior choice for us. Other vendors offered similar levels of customization, but when we dug deeper, Agiloft was the only one that delivered it.Our management team came from the IT and development side of NetSuite and we have used it to manage our business almost since inception. However, its support, marketing, and sales functionality was too difficult to modify and built to meet too broad a set of requirements, so we could never get full adoption or utilization, and it stood in the way of delivering the service levels we needed to provide our customers. We still use NetSuite for back-of-the-house financial functions which don't need that level of customization, but for everything else, the way forward has led us to choose Agiloft.
Eric Novikoff profile photo
While osTicket doesn't offer anywhere near the amount of features that Zendesk provides. OsTicket is completely free and doesn't have a monthly or per agent cost. Also, Zendesk doesn't offer any self-hosting options as opposed to osTicket which is completely open source and can be hosted anywhere.
No photo available

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
  • osTicket has greatly increased our end-user satisfaction. We have seen increased service response times and better tracking of support agents.
No photo available

Screenshots

osTicket

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

osTicket

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