What users are saying about
15 Ratings
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Score 9.1 out of 101
12 Ratings
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Score 8.6 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

As I said we have used primarily for Issue, Service, and Application Configuration tracking. Agiloft is equally well suited to all of these areas and with their ITIL model you get the best possible design for approaching these problems.
Robert Kaplan 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
9.5
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
9.7
Parature
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Parature
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
Parature

ITSM asset management

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

Change management

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

Pros

Agiloft Flexible Service Desk Suite

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
No photo available

Parature

  • 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

Agiloft Flexible Service Desk Suite

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo

Parature

  • 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 Suite

Agiloft Flexible Service Desk Suite 8.9
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

Parature

Parature 6.1
Based on 10 answers
We left Parature for Salesforce Service Cloud. While Parature was functional, as our business matured we needed better support, more stability, and a lot more features. In addition, it integrated with our sales, marketing, and finance department, allowing us to all use a single solution and be able to share information across departments.
No photo available

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

Parature

Parature 2.0
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 Suite

Agiloft Flexible Service Desk Suite 8.6
Based on 2 answers
No answer on this topic is available.

Parature

Parature 7.5
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 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

Parature

Parature 1.0
Based on 1 answer
Nothing ever seemed to get resolved
No photo available

Alternatives Considered

Agiloft Flexible Service Desk Suite

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo

Parature

At the time, I believe we chose Parature because of pricing. That decision was made before my tenure with the company.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • We have used it for many years for our bug/issue tracking, smoothly and efficiently.
  • For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.
Max Henrion profile photo

Parature

  • Positive: everything is housed in one place, we are paperless and we are efficient.
  • Negative: the bugs of this product make the above equally as frustrating. Also, some people don't use it correctly and going back and fixing their mistake is time-consuming. The reporting feature are also pretty flawed.
Carrie Canty 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

Add comparison