What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

TeamSupport

Top Rated
56 Ratings
Score 9.1 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

TeamSupport

TeamSupport is well suited anytime that you need to tack and manage issues either with a client or internally. It helps to keep track of what has been done, what needs to be done, how much time and effort has been spent etc. You can report on everything inside the ticket as well as share it across the board. It allows for escalation and easy visibility internally and externally.
Krissy Gray profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
TeamSupport
8.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
TeamSupport
9.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
TeamSupport
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
TeamSupport
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
TeamSupport
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
TeamSupport
Expert directory
Agiloft Flexible Service Desk Suite
TeamSupport
7.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
TeamSupport
9.3
Ticket response
Agiloft Flexible Service Desk Suite
TeamSupport
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
TeamSupport
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
TeamSupport
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
TeamSupport

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
TeamSupport
9.5
External knowledge base
Agiloft Flexible Service Desk Suite
TeamSupport
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
TeamSupport
9.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
TeamSupport
8.8
Customer portal
Agiloft Flexible Service Desk Suite
TeamSupport
8.0
Email support
Agiloft Flexible Service Desk Suite
TeamSupport
9.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
TeamSupport
9.5

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • TeamSupport is very clean and easy to navigate.
  • The program allows my firm to stay organized and efficient.
  • The ticket system is very convenient and helps us prioritize our days.
Hannah Pace profile photo

Cons

  • Its feature set is so complete, we have yet to find it missing something that we needed.
  • I wish we could automatically transition our CRM from Salesforce into Agiloft
Max Henrion profile photo
  • The Live Chat feature is something that I have not had a lot of time to play with and does not seem as easy to use as the standard ticketing features in TeamSupport. There are a few too many clicks for my liking, but that could also be a training issue and my lack of time on this side of the program.
  • No other thoughts on this.
Damon Pike profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo
TeamSupport9.7
Based on 13 answers
It has met all of our needs. Why get rid of a good thing?
No photo available

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
TeamSupport8.9
Based on 8 answers
Simple and easy to use
No photo available

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
TeamSupport1.8
Based on 4 answers
It's hardly ever down and when it is, I'm usually asleep.
No photo available

Performance

No score
No answers yet
No answers on this topic
TeamSupport7.3
Based on 5 answers
Does lag some occasionally but that could be the local connection.
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
TeamSupport9.0
Based on 6 answers
Downtimes are clearly announced and maintenance is infrequent and done after hours.
Dan Farmer profile photo

In-Person Training

No score
No answers yet
No answers on this topic
TeamSupport6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French profile photo

Online Training

No score
No answers yet
No answers on this topic
TeamSupport7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
No photo available

Implementation

No score
No answers yet
No answers on this topic
TeamSupport7.5
Based on 6 answers
Allow sufficient testing time before deployment.
No photo available

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
We looked at two other systems and I can not honestly remember their names at this point. TeamSupport was heads above their competitors and it was not a hard decision to make, once we saw the TeamSupport demo
Damon Pike profile photo

Scalability

No score
No answers yet
No answers on this topic
TeamSupport1.0
Based on 1 answer
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
Frances Summerhill profile photo

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • Keeps us organized
  • Keeps our employees educated
  • Allows us to resolve issues quickly
Sarah Lohsl 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

Agiloft Flexible Service Desk Suite More Information

TeamSupport

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000*
1.  per installation
TeamSupport Editions & Modules
TeamSupport
Edition
Enterprise
$551
Support Desk
$401
1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

TeamSupport More Information