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Score 8.8 out of 101
12 Ratings
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Score 8.6 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

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
8.2
Parature

ITSM asset management

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

  • Ability to build an entire CRM tool from scratch without any previous programming experience. This also enables you to make changes or add new features to your tool quickly and cheaply.
  • Agiloft CRM additionally excels at having the ability to automate tasks, such automatic templated emails, to updating specific records based upon conditions. The automation has freed up my team from mundane tasks.
  • Agiloft CRM also has great built in reporting capabilities the enable you to quickly design customized reports for your staff. Reports can be scheduled to run at any frequency you choose, which is great for management style monthly or weekly report updates. I simply schedule the reports, and they are in management's inbox when they arrive in the morning.
  • Agiloft's customer support so far has been very good, and I typically get responses back the same day I send in the ticket.
Michael Canino profile photo
  • Parature ia an "All-in-One" solution that does most aspects very well. For us the key differentiator was the "Download Module". We provide our software electronically and we were able to use the Parature API to integrate with our entitlement systems to provide software delivery for our customers.
  • The Ticketing Module is top notch and is completely customizable. It has a very powerful workflow system which includes routing rules and time based triggers giving you a lot of flexibility when designing the process.
  • While not a feature of the product, the Customer Support team at Parature is top-notch. I don't need to contact them often, but when I do the replies are swift and detailed.
Rusty Wilson profile photo

Cons

  • The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
  • Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.
Steve Theroux profile photo
  • The Forums Module is minimally functional and not well thought out - it seems more like an afterthought to the solution. We do use this module, but as a broadcast-only system for product updates and other alerts. It works well in this limited capacity.
  • If you make heavy use of the Download Module you will find that you cannot "link" files into different folder structure. Our software is delivered in modules, some of which are common across product lines. I have to upload the same file multiple times in order to make it available in the various folder hierarchies.
  • The WYSIWYG editor is a bit cumbersome, and often inserts a lot of extraneous HTML. This is particularly difficult in the KB Module when authoring large documents.
  • There is a character limitation in the Ticket Module that causes the reply (from either the CSR or the customer) to be attached as an HTML document after the limit is reached. The information is not lost or truncated, but is not viewable in the context of the ticketing module - you have to open another browser window.
Rusty Wilson profile photo

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
Parature6.1
Based on 10 answers
We will very likely renew Parature for the fifth consecutive year; however, unlike the prior 4 years, we will review competitors this time and the market has changed and new options are available. Zendesk has come a very long way in the last 4 years and presents a possible alternative. Parature is still the only solution I'm aware of with an easy to use Download Module and this alone may be the deciding factor.
Rusty Wilson 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.
No photo available

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

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
Before choosing Parature we reviewed many of the currently available solutions before building our short list of Parature, SugarCRM, Zendesk, Salesforce, and NetSuite. In the end, the licensing models for Salesforce and Netsuite eliminated them from consideration. The SugarCRM solution was our current solution, and didn't appear to be a key area of focus for Sugar (though we continue to use SugarCRM for everything except the Ticketing feature). Zendesk lacked the Download Module feature which is a critical element of our deployment.In the end, it was Parature that addressed all of the needs we identified and did so in a single, hosted solution. It was also one of the least expensive to deploy and maintain.
Rusty Wilson profile photo

Return on Investment

  • We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at.
  • We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!)
  • We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.
Eric Novikoff profile photo
  • Customer Satisfaction has improved dramatically for several reasons. First, our prior solution was cumbersome and provided a very poor customer experience. It was also difficult to use from the CSR side. The Parature interface is clean and fast for both users and CSRs. In addition to creating a better customer experience, this allows us to process more tickets resulting in higher satisfaction. Overall, satisfaction is up approximately 60% since we deployed Parature and ticket throughput is up approximately 40%.
  • The built in reporting - and optional advanced reporting - are extremely powerful. We do make use of the advanced reporting module, but 80% of the data I use to run my business comes from the built-in reports. The reports are indispensable and I rely on them to make adjustments based on many factors including ticket volume, response and resolution times, performance against SLA, and CSR performance. I've been able to increase team efficiency by about 15% using this information.
  • Because Parature is used by Engineering, Sales, Services and Customer Support, there is a high level of collaboration that takes place resulting in better information sharing across the various organizations within Zenoss.
Rusty Wilson 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