What users are saying about
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.8 out of 101
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

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

SherpaDesk

[It's] well suited for cloud support applications as there's no installation or maintenance required.
Cengiz Ucar profile photo

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
8.2
SherpaDesk
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SherpaDesk
6.8
Ticket creation and submission
Agiloft Flexible Service Desk Suite
SherpaDesk
8.9
Ticket response
Agiloft Flexible Service Desk Suite
SherpaDesk
8.9

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SherpaDesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Ticketing is very fast & easy
  • Tracking time is fast
No photo available

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • Somewhat slow sometimes
  • Android application needs improvement
Cengiz Ucar profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion 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
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
No answers on this topic

Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton 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.
No photo available

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton 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