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Score 8.8 out of 101
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Score 10 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

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
Matt Heerema profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SupportBee
10.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SupportBee
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SupportBee
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SupportBee
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SupportBee
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
SupportBee
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SupportBee
10.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
SupportBee
10.0
Ticket response
Agiloft Flexible Service Desk Suite
SupportBee
10.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SupportBee
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
SupportBee
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SupportBee

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
SupportBee
8.0
External knowledge base
Agiloft Flexible Service Desk Suite
SupportBee
8.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
SupportBee
8.0
Customer portal
Agiloft Flexible Service Desk Suite
SupportBee
4.0
Email support
Agiloft Flexible Service Desk Suite
SupportBee
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
SupportBee
10.0

Pros

  • 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
  • LIGHTWEIGHT INTERFACE - all the other support / ticketing systems we've worked with were extremely feature rich, which led to them being very very hard to use. (Almost none of those companies seem to employ information architects and knowledgeable UX directors, leading to clunky interfaces).
  • RELATED TICKETS - I can see at a glance what other issues a particular client has had.
  • 3rd PARTY INTEGRATIONS - Part of our decision process was that SupportBee integrated with our other systems very well, allowing the systems to talk to each other, feeding us relevant data across our systems.
Matt Heerema profile photo

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo
  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.
Matt Heerema profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff 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
SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Matt Heerema profile photo

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
  • SupportBee has increased our client communication.
  • SupportBee is cost-effective at the price tier we utilize.
  • SupportBee saves our employees time by having an easy to use interface for finding, organizing, and resolving tickets.
Matt Heerema profile photo

Screenshots

SupportBee

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

SupportBee

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