15 Ratings
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Score 8.8 out of 101
5 Ratings
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Score 8.7 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

Vision Helpdesk

We like timer feature, it's a good thing for working with clients
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Vision Helpdesk
7.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Vision Helpdesk
8.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Vision Helpdesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Vision Helpdesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Vision Helpdesk
7.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Vision Helpdesk
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Vision Helpdesk
7.0
Ticket response
Agiloft Flexible Service Desk Suite
Vision Helpdesk
9.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Vision Helpdesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Vision Helpdesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Vision Helpdesk

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Vision Helpdesk
9.1
External knowledge base
Agiloft Flexible Service Desk Suite
Vision Helpdesk
9.1
Internal knowledge base
Agiloft Flexible Service Desk Suite
Vision Helpdesk
9.1

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Vision Helpdesk
8.3
Customer portal
Agiloft Flexible Service Desk Suite
Vision Helpdesk
8.0
Social integration
Agiloft Flexible Service Desk Suite
Vision Helpdesk
8.0
Email support
Agiloft Flexible Service Desk Suite
Vision Helpdesk
9.0

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
  • Ticket handling and Ticket Labeling.
  • We can offer anonymous white label support to our reseller hosting customers using their Satellite helpdesk feature.
  • The Blabby feature has been helpful to our staff members in terms of sharing knowledge or discussing any client issues internally to offer a fast resolution to customer issues.
Max F 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
  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
Max F profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
Vision Helpdesk9.1
Based on 1 answer
For us it's really best solution.
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
Vision Helpdesk8.2
Based on 1 answer
Really simple, good-looking interface, many features and customizations
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
Vision Helpdesk9.1
Based on 1 answer
Really fast support, helped to configure hosting, when I had problems with the installation. They helped with VH configuration.
No photo available

Alternatives Considered

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
We have personally used Kayako for couple of years, but it lacks in terms of features and is very costly compared to Vision Helpdesk and has less features.We have [used] trials of Zendesk but it is SAAS based with many restrictions. Vision Helpdesk can offer a multi-company satellite help desk feature which is not offered by any other download version customer support product. Vision HelpDesk offers a Blabby feature which is another unique feature. One of the most important factors is it costs much less than any other help desk software provider when compared to the the features they offer.
Max F profile photo

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available
  • Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
  • We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
  • Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).
Max F 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

Vision Helpdesk

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Vision Helpdesk Editions & Modules
Vision Helpdesk
On-premise Edition
Help Desk Software
$71
Satellite Help Desk
$141
IT Service Desk
$211
1. Per Seat per Month
SaaS Edition
Help Desk Software
$71
Satellite Help Desk
$141
IT Service Desk
$211
1. Per User per Month
Additional Pricing Details