What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

SysAid

21 Ratings
Score 7.6 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

SysAid

Any small to medium business wanting a quick, inexpensive and easy to use service ticket solution is a prime target for SysAid. Not working in an enterprise it is hard for me to evaluate SysAid's use there. It might be lacking some of the more advanced features used in an enterprise scenario. If I were evaluating SysAid for use in an enterprise, I would think it would still deserve to be on the short list, since sometimes IT people think they need more than they really do
Jeff Daniels profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SysAid
7.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SysAid
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SysAid
7.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SysAid
6.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SysAid
7.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
SysAid
8.0
Expert directory
Agiloft Flexible Service Desk Suite
SysAid
7.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SysAid
7.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SysAid
6.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
SysAid
6.5
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SysAid
4.9
Asset management dashboard
Agiloft Flexible Service Desk Suite
SysAid
6.5

Change management

Agiloft Flexible Service Desk Suite
9.8
SysAid
7.6
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
SysAid
8.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SysAid
8.0
Change calendar
Agiloft Flexible Service Desk Suite
SysAid
7.0

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
  • Allows users to submit specific requests(by department, by project, by production piece).
  • Communicate to our department when new requests have come in or when changes have been made to requests.
  • Export information.
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
  • Allowing communication between users to happen within the software.
  • More customizable and more easily customized forms.
  • Actually having an export in a graphical layout that is targeted to end users rather than IT people.
No photo available

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
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
SysAid3.0
Based on 1 answer
It definitely requires a lot of getting used to. The layout and UI is very technical. I could imagine IT people would get a grasp of it quickly, but regular end users not so much.
No photo available

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 did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
This very full-featured, expensive and complex system provides pretty much everything you would ever want in a ticketing system (and more), but at the cost of complexity, usability and high cost. SysAid provides exactly what we need in an affordable and easy to use package
Jeff Daniels profile photo

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
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  • Increased employee efficiency as end users can quickly request and find someone to fix IT issues.
  • Better customer service in ways that the email update features allows end users to track the handling of requests by support technicians.
  • Time management feature inside of tickets allows management to track when request are being worked and from what time frame the request are being handled.
Javar Davis Jordan profile photo

Screenshots

SysAid

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

SysAid

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