Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Teamwork Desk

5 Ratings
Score 9.1 out of 101

Add comparison

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

Teamwork Desk

Overall Teamwork Desk is a great product, reliable and flexible. It's well suited for most businesses, but higher end plans can be expensive the more users you get. So might not be ideal for small businesses. But, if you're using Teamwork Projects and need a help desk than Teamwork Desk should be your choice. The integration works well, and they are constantly improving it. We use all 3 products... Projects, Desk, and Chat. I highly recommend all 3.
Viktor Nagornyy profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Teamwork Desk
8.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Teamwork Desk
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Teamwork Desk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Teamwork Desk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Teamwork Desk
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Teamwork Desk
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Teamwork Desk
8.5
Ticket response
Agiloft Flexible Service Desk Suite
Teamwork Desk
9.0

ITSM asset management

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

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Teamwork Desk
7.5
Internal knowledge base
Agiloft Flexible Service Desk Suite
Teamwork Desk
7.5

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Teamwork Desk
9.0
Customer portal
Agiloft Flexible Service Desk Suite
Teamwork Desk
9.0
Email support
Agiloft Flexible Service Desk Suite
Teamwork Desk
9.0

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo
  • Smart Inboxes allow us to filter tickets into specific themes/categories that we can use for prioritization
  • Teamwork Desk integrates with Teamwork Projects to turn tickets into tasks
  • The text editor is pretty easy to use to write replies, insert (paste) images, etc.
  • Feedback email sent to customers works well, customers leave ratings
  • Some great ways to automate certain stuff
  • API and webhooks are very flexible and detailed
  • Desk allows part-time agents which they don't charge for, so you can bring someone in to help on select tickets
Viktor Nagornyy profile photo

Cons

  • Customer portal GUI and template deployment
No photo available
  • Help docs can be cumbersome to manage, especially write articles
  • The mobile app is good, but there's A LOT of room for improvement (I believe they are working on new app)
  • Pricing can be a bit steep the more users you get for higher end plan
  • Needs to provide a good way to integrate third-party data inside tickets... For example, show customer's orders while viewing ticket
  • Needs a better popup form, current "Access" widget is not very good
Viktor Nagornyy 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
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

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
All help desk solutions we tested were good in terms of features and ease of use. The main reason we chose Desk is because of Teamwork Projects integration, since we're using it to manage our business. Desk delivers great user experience for agents and customers, so I'm happy with the choice we made.
Viktor Nagornyy 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
  • Desk makes it easy to collect feedback after ticket is closed, so we get good amount of ratings to know how we're doing
  • Having mobile access allows us to reply to customers quickly and on-the-go, so we don't have to wait to get to our computer
  • Integration with Projects is really key, it makes everything streamlined and organized. It saves us dozens of hours every month being able to track and organize everything, without the need for extra typing, clicking, waiting on pages to load
  • It helps us deliver outstanding support and fulfill services efficiently
Viktor Nagornyy 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

Teamwork Desk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Teamwork Desk Editions & Modules
Teamwork Desk
Edition
Basic
$51
Pro
$201
1. per user/month
Additional Pricing Details