What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Parature

13 Ratings
Score 8.5 out of 101

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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

Parature

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Rusty Wilson profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • Parature is excellent at housing information and making it accessible.
  • Parature is excellent for anonymous and detailed communication with students.
Carrie Canty profile photo

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.
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  • Implementation- I think they have worked on improving this since we launched
  • Custom requests
  • Perhaps an interface with other business systems
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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
Parature6.1
Based on 10 answers
If I were the decision maker who purchased Parature, I'd renew it. It seemed to be popular with the people who were using it because of ease of use
Terry Moon 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
Parature2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
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Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
Parature7.5
Based on 2 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Rusty Wilson 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
Parature1.0
Based on 1 answer
Nothing ever seemed to get resolved
No photo available

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
Salesforce is so much more intuitive and the layout is so much better. I never had any training nor did I need it with SF and with Parature it was a constant battle to understand its issues. I don't like to feel I have to resort to a manual every time I use the product
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Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Jamaal Johnson profile photo

Screenshots

Parature

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

Parature

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