Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

SolarWinds Web Help Desk

24 Ratings
Score 7.3 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

SolarWinds Web Help Desk

I feel that Web Help Desk would be appropriate for technical users or for people that require a great deal of customization without a lot of frills.A small organization, or an organization that employs many non-technical people may find Web help Desk to be too utilitarian and/or difficult to use.
John Mahlman IV profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
6.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
7.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
5.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
7.4
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
8.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
SolarWinds Web Help Desk
5.3
Expert directory
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
4.8
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
4.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SolarWinds Web Help Desk
5.5
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
SolarWinds Web Help Desk
6.4
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
6.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
4.2

Change management

Agiloft Flexible Service Desk Suite
9.8
SolarWinds Web Help Desk
7.3
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
7.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
7.9
Change calendar
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
7.0

Pros

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo
  • Client/Location History Is Very Helpful
  • AD/LDAP Integration Is Easy
  • SolarWinds Support Is Very Responsive
  • DameWare Remote Control Integration Is Useful
  • FAQ System Is A Big Time Saver
  • Messages System Helps Prevent A Flood Of Tickets Over Known Issues
Michael Santangelo profile photo

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
  • Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
  • Intermittent UI bugs (e.g.: fields disappear until page refreshes)
  • AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
  • Reports can be tricky to write
Michael Santangelo profile photo

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
SolarWinds Web Help Desk7.2
Based on 2 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo profile photo

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
SolarWinds Web Help Desk7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo 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
SolarWinds Web Help Desk7.0
Based on 1 answer
We've only had a few issues with Web Help Desk, and every time we have contacted SolarWinds they have given us excellent service. We had a problem where Database backups clogged the hard drive and prevented the server from starting back up (which was a critical issue). SolarWinds contacted me in less than 15 minutes after putting in a ticket and the representative was friendly, knowledgeable, and willing to explain best practices to help prevent this from happening again.They get a 7 because once during initial setup we were encountering problems with SSL certificates in Tomcat and the answer they provided us was a little less than satisfactory. We have our SSL certificates issued primarily as Windows PFX/PKC12, and Tomcat only accepts JKS. We were trying to get help on the conversion and SolarWinds kind of left us in a lurch. Thankfully, some people in the support forums had a solution and were able to help us out.
Michael Santangelo profile photo

Implementation

No score
No answers yet
No answers on this topic
SolarWinds Web Help Desk8.0
Based on 1 answer
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo profile photo

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
We primarily selected SolarWinds Web Help Desk because of the rich feature set and low price point. When we were doing comparisons of the different suites available, we wanted to find an easy to deploy, feature rich, and inexpensive solution. Web Help Desk met all these criteria. Talking with their sales and support staff prior to the purchase helped us seal the deal. We did a 30 day trial in-house and found that it had every feature we wanted (including the import email system to enter comments on tickets). Additionally we found a large forum with lots of users who have been posting tweaks and configuration guides to get the most performance out of the system. Overall, it was just the best choice for us.
Michael Santangelo profile photo

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available
  • Provides a positive experience to our end-users in managing trouble tickets and work orders.
  • Provides a positive experience to our technicians allowing them to be more productive in their daily duties.
  • Provides a positive experience to manage allowing us to run reports and research measurable data to find areas of improvement.
Tim Twiss profile photo

Screenshots

SolarWinds Web Help Desk

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

SolarWinds Web Help Desk

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