15 Ratings
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Score 8.8 out of 101
25 Ratings
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Score 7.5 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
7.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
8.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
8.3
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
8.5
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
8.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
SolarWinds Web Help Desk
7.3
Expert directory
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
6.9
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
6.7

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SolarWinds Web Help Desk
7.7
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
SolarWinds Web Help Desk
7.9
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
8.6
Asset management dashboard
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
6.6

Change management

Agiloft Flexible Service Desk Suite
9.8
SolarWinds Web Help Desk
9.1
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
SolarWinds Web Help Desk
9.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SolarWinds Web Help Desk
9.3
Change calendar
Agiloft Flexible Service Desk Suite
SolarWinds Web Help Desk
9.0

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan profile photo
  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
John Mahlman IV profile photo

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 Web Help Desk mobile application for iOS is severely lacking.
  • Sometimes email notifications can be very cluttered.
  • It's built on WebObjects which has been deprecated by Apple for many years.
  • It's a little click-heavy.
John Mahlman IV 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
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

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
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

  • 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
  • Keeps us organized.
  • Helps us track stuff we're working on and get an idea of what the status is across the department.
  • Reporting for higher ups to see what exactly IT is working on.
Chris John 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