What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

SherpaDesk

3 Ratings
Score 7.9 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Would fit most any environment. Having worked in top 50 companies, startup, state agency, and higher education environments I can see how AgiLoft would be a great fit for any organization.
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SherpaDesk

[It's well suited for] small/medium sized businesses for sure. We string everything together - time tracking, ticketing, employee management, asset management, and invoicing. if you do those you should look at sherpadesk.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SherpaDesk
8.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SherpaDesk
9.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SherpaDesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SherpaDesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SherpaDesk
9.1
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
SherpaDesk
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SherpaDesk
6.8
Ticket creation and submission
Agiloft Flexible Service Desk Suite
SherpaDesk
8.8
Ticket response
Agiloft Flexible Service Desk Suite
SherpaDesk
8.8

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SherpaDesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
SherpaDesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SherpaDesk

Change management

Agiloft Flexible Service Desk Suite
9.8
SherpaDesk
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
SherpaDesk
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SherpaDesk

Self Help Community

Agiloft Flexible Service Desk Suite
SherpaDesk
7.3
External knowledge base
Agiloft Flexible Service Desk Suite
SherpaDesk
5.5
Internal knowledge base
Agiloft Flexible Service Desk Suite
SherpaDesk
9.1

Multi-Channel Help

Agiloft Flexible Service Desk Suite
SherpaDesk
9.1
Customer portal
Agiloft Flexible Service Desk Suite
SherpaDesk
9.1
Email support
Agiloft Flexible Service Desk Suite
SherpaDesk
9.1
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
SherpaDesk
9.1

Pros

  • 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
  • Ticketing is very fast & easy
  • Tracking time is fast
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Cons

  • The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product.
  • The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more.
  • I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.
Eric Novikoff profile photo
  • Will load slow sometimes
  • Could have more knowledge base articles
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan profile photo
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No answers yet
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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
No score
No answers yet
No answers on this topic

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
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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
When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of features that we don't need.
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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
  • As a single freelance consultant Sherpadesk has exceptional ROI because it's free but if my company had more support people I would definetly go with SherpaDesk again.
Cengiz Ucar profile photo

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
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

SherpaDesk

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
SherpaDesk Editions & Modules
SherpaDesk
Edition
1st Tech Free
$01
Adventure Package
$391
1. per agent
Additional Pricing Details