Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

ServiceDesk Plus

Top Rated
42 Ratings
Score 7.6 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

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
6.9
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
8.3
ServiceDesk Plus
7.2
Expert directory
Agiloft Flexible Service Desk Suite
ServiceDesk Plus
7.0
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
7.1
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
ServiceDesk Plus
7.6
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
ServiceDesk Plus
6.7
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

  • 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
  • Does well in functioning as a help desk software.
  • It has e-mail alerts and can be set up for specific groups for specific types of tickets.
  • It allows a round-robin style of ticket assignment
  • Can manage software contracts with alerts on renewals/expiration
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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 interface is sort of clunky
  • The reporting is not flexible and hard to do if using ad-hoc.
  • The mobile app is confusing.
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
We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus has. Spiceworks is pretty decent but doesn't have all the features that service desk plus has. It really is in the middleground with great features and ease of use.
Randy Munroe 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
  • Has increased efficiency within our IT department
  • Our staff spend less time looking for tickets and tracking customer requests
  • People being on vacation or out sick does not affect the resolution of tickets like before since all tickets are in a central place and can be picked up by any staff member.
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