15 Ratings
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Score 8.8 out of 101
Top Rated
43 Ratings
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Score 7.6 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

ServiceDesk Plus

Any kind of IT management should use this tool since is easy to use and it has good value for its price. Large Companies that have many IT groups with many services to administrate are well suited. Large companies that have several branches can benefit from this kind of software as it is multi-portal.
Miguel Nuñez profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
ServiceDesk Plus
7.1
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
8.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
7.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
ServiceDesk Plus
5.9
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
7.7
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
ServiceDesk Plus
7.2
Expert directory
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
6.9
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
6.9

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ServiceDesk Plus
7.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
ServiceDesk Plus
7.6
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ServiceDesk Plus
6.8
Asset management dashboard
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.1

Change management

Agiloft Flexible Service Desk Suite
9.8
ServiceDesk Plus
7.8
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
ServiceDesk Plus
7.3
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ServiceDesk Plus
8.6
Change calendar
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.5

Pros

  • Automated Workflow that facilitates constant communication keeping all parties on the same page
  • Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
  • Intuitive GUI that makes training new employees quick and easy
Steve Theroux profile photo
  • Meeting SLAs which help us better serve our customers
  • Manage tickets from when they are opened by customers up until they are resolved
  • Helps in streamlining the change management process
No photo available

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo
  • They now have the ability to track your time on a ticket, but not being able to see what tickets you have timers running on is a disadvantage. I've had ticket timers running for days before I knew they were running.
  • The interface sometimes hangs when trying to add time
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
ServiceDesk Plus6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
No photo available

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
ServiceDesk Plus6.2
Based on 2 answers
Did not require intense installation effort or a large investment in technician or agent training. Day to day operations are intuitive and simple.
Norman Chambers 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
ServiceDesk Plus10.0
Based on 1 answer
Easy to contact, most serious issues resolved very quickly.
Norman Chambers profile photo

Alternatives Considered

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Just ended up being the winner of the tortoise race. Showed the most promise but costs to fulfill those promises made it fall short of expectations.
Jason Dupuis profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Modular pricing allows you to buy what you need.
  • Not quite worth the price tag
No photo available

Screenshots

ServiceDesk Plus

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

ServiceDesk Plus

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