What users are saying about
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Top Rated
223 Ratings
15 Ratings
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Score 9.1 out of 101

TOPdesk

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Top Rated
223 Ratings
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Score 7.9 out of 101

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

TOPdesk

TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately. Whilst the concept of having a number of modules which link together is good, in practice it can take quite a bit of effort to get them working well together.
Ian Short profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
TOPdesk
7.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
8.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.4
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
TOPdesk
8.2
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.6
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
TOPdesk
6.8
Expert directory
Agiloft Flexible Service Desk Suite
TOPdesk
6.8
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
TOPdesk
7.6

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
TOPdesk
7.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
TOPdesk
7.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
TOPdesk
6.9
Asset management dashboard
Agiloft Flexible Service Desk Suite
TOPdesk
7.6

Change management

Agiloft Flexible Service Desk Suite
9.9
TOPdesk
7.3
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
TOPdesk
7.8
Service-level management
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.2
Change calendar
Agiloft Flexible Service Desk Suite
TOPdesk
6.8

Pros

Agiloft Flexible Service Desk Suite

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo

TOPdesk

  • Provides a very nice front-end interface for the end-user community.
  • Provides a thorough web-based interface for the operators (back-end technicians).
  • Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.
Bob Gruett profile photo

Cons

Agiloft Flexible Service Desk Suite

  • The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product.
  • The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more.
  • I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.
Eric Novikoff profile photo

TOPdesk

  • The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database.
  • The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU.
  • The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet.
  • The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree.
  • Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all.
  • Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information.
  • On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets.
  • The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice.
  • As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications.
  • Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it.
  • UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer.
  • The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.
Bob Gruett profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
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

TOPdesk

TOPdesk 8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

TOPdesk

TOPdesk 7.3
Based on 6 answers
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.
Karl Schuele profile photo

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

TOPdesk

TOPdesk 8.6
Based on 87 answers
I have experience with onboard training, after sales consultancy and helpdesk. They all provided me with good knowledge and a personal, committed approach.
Marije Snuverink profile photo

Implementation

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.2
Based on 3 answers
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
Karl Schuele profile photo

Alternatives Considered

Agiloft Flexible Service Desk Suite

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo

TOPdesk

Easer to deploy, configure and use.
Peter Scantland profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo

TOPdesk

  • It will allow us to change the IT culture towards service centric and project centric approaches.
  • Dramatically improve self-service
  • We should be able to do more, more quickly.
Peter Scantland profile photo

Screenshots

TOPdesk

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

TOPdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details
TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

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