What users are saying about

TOPdesk

Top Rated
198 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

TOPdesk

Top Rated
198 Ratings
Score 8 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

TOPdesk

Well suited for Incident Management!!!Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
Adrie Bergwerff profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
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
9.6
TOPdesk
8.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.4
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
TOPdesk
6.9
Expert directory
Agiloft Flexible Service Desk Suite
TOPdesk
6.6
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
TOPdesk
7.6

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
TOPdesk
7.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
TOPdesk
7.1
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
TOPdesk
6.8
Asset management dashboard
Agiloft Flexible Service Desk Suite
TOPdesk
7.6

Change management

Agiloft Flexible Service Desk Suite
9.8
TOPdesk
7.3
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
TOPdesk
7.9
Service-level management
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.1
Change calendar
Agiloft Flexible Service Desk Suite
TOPdesk
6.9

Pros

  • 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
  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff profile photo

Cons

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo
  • To be able to use the more intricate features besides incident management takes a lot of study or hours hired from a TOPdesk consultant. However, if you have an organization which requires good facility and IT management (including handling objects, software licenses, company clothing, material, rooms and reservations) it can be your number one application. I even saw it being used for maintenance reports on vehicles!
Marije Snuverink profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
Steve Theroux profile photo
TOPdesk8.2
Based on 4 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

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
TOPdesk7.3
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 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
TOPdesk8.5
Based on 75 answers
In our contact with TOPdesk we experienced a very professional way of doing business without pushing any pressure on the decision.
The consultancy in the project was very good with professional consultants and the project done within the proposed time window.
Lode Bruyninckx profile photo

Implementation

No score
No answers yet
No answers on this topic
TOPdesk7.2
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

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Both products are marketing driven products. This is not implemented in TOPdesk. The CRM function of Vtiger is better and we use also the project management tool from it.
Ap Matteman profile photo

Return on Investment

  • 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
  • The different departments will be working together in a much more efficient way because everything is registrated in TOPdesk and we all speak the same language.
  • Shorter time to solve the problems because every employee can see the his calls and remember the agents if necessary.
Lode Bruyninckx 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

Agiloft Flexible Service Desk Suite More Information

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.

TOPdesk More Information