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 9.1 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 8 out of 101

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
9.5
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
9.7
SherpaDesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SherpaDesk
9.1
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
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
9.1
SherpaDesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
SherpaDesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
SherpaDesk

Change management

Agiloft Flexible Service Desk Suite
9.9
SherpaDesk
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
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

Agiloft Flexible Service Desk Suite

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo

SherpaDesk

  • Can create ticket via e-mail
  • Good reporting capabilties
  • Mobile application
  • Free for one person
Cengiz Ucar profile photo

Cons

Agiloft Flexible Service Desk Suite

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo

SherpaDesk

  • Will load slow sometimes
  • Could have more knowledge base articles
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

SherpaDesk

No score
No answers yet
No answers on this topic

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

SherpaDesk

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

SherpaDesk

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

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

SherpaDesk

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

Agiloft Flexible Service Desk Suite

  • 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

SherpaDesk

  • 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

Add comparison