What users are saying about
Top Rated
31 Ratings
15 Ratings
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Score 8.8 out of 101
Top Rated
31 Ratings
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Score 8.1 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We use the tool for a variety of different business processes, and we have not come across a scenario where the tool just would not work for us. Therefore, I cannot comment on where it would be less appropriate.
Michael Canino profile photo

Samanage

Samanage seemed to be a good balance of price and features for a non-profit, but we've also found it to be a very fluid company in that we seem to have a new account manager every few months. We don't really feel like we consistently have someone who understands our business.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Samanage
7.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Samanage
8.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Samanage
6.7
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Samanage
7.6
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Samanage
7.8
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Samanage
7.6
Expert directory
Agiloft Flexible Service Desk Suite
Samanage
6.9
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Samanage
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Samanage
8.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Samanage
8.4
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Samanage
7.5
Asset management dashboard
Agiloft Flexible Service Desk Suite
Samanage
8.6

Change management

Agiloft Flexible Service Desk Suite
9.8
Samanage
7.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Samanage
7.1
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Samanage
7.7
Change calendar
Agiloft Flexible Service Desk Suite
Samanage
6.2

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
  • The Workflow engine is great and they are in the process of making it even better.
  • The Asset management portion functions smoothly and the utility was easy to push out via GPO.
  • The setup of the product is what sells it. Very easy to set up every function, very intuitive and not a taxing process as some can be. Lastly, you can integrate with an SSO company called OneLogin. A very simple, free process with them and you are integrated with ADUC!
Steven Hiersche, Jr. profile photo

Cons

  • 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
  • No negatives, apart from it's not free? Sorry, nothing.
Mark Murray profile photo

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
Samanage9.1
Based on 2 answers
No answer on this topic is available.

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
Samanage9.1
Based on 4 answers
Its always works and has never been down for us in 2 years!
Mark Murray 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
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
Their price is great compared to other companies. You get loads of features compared to other products.It works!
Mark Murray 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
  • We have nearly increased our monthly incident tickets by approximately 100%, vs. our old system. This shows that more people are reporting incidents through Samanage over just using direct email and avoiding the ITSM tool as they did previously.
Craig Stockman profile photo

Screenshots

Samanage

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

Agiloft Flexible Service Desk Suite More Information

Samanage

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

Samanage More Information