What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

osTicket

6 Ratings
Score 8.1 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley 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
9.1
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
osTicket
9.1
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
8.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
osTicket
Expert directory
Agiloft Flexible Service Desk Suite
osTicket
9.1
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
osTicket
8.6
Ticket creation and submission
Agiloft Flexible Service Desk Suite
osTicket
10.0
Ticket response
Agiloft Flexible Service Desk Suite
osTicket
10.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
osTicket
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
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
9.3
External knowledge base
Agiloft Flexible Service Desk Suite
osTicket
8.6
Internal knowledge base
Agiloft Flexible Service Desk Suite
osTicket
10.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
osTicket
8.0
Customer portal
Agiloft Flexible Service Desk Suite
osTicket
9.1
Email support
Agiloft Flexible Service Desk Suite
osTicket
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
osTicket
5.0

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo
  • It is free and open-source
  • Easy to use
  • Easy to install and maintain
  • Many good features are delivered
No photo available

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo
  • 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
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino 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

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available
Free, easy to install and it does the same job
No photo available

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
  • It improved our time on responding to cases
  • It tracks work of entire department
  • Less users complain as everything is written down and we hold them accountable.
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