Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Vision Helpdesk

5 Ratings
Score 8.7 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson 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
8.3
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
8.9
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

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
  • Good-looking, with good visualisation and usability dashboard.
  • Ticket transfer between support users, comments, ticket printing.
  • The best price and functionality, comparing to other help desks.
  • Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.
No photo available

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • Integration with prestashop
  • Customising PDF export
  • Possibility to get custom SMS API
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
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
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

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available
I tried many different help desk systems, but finally I choose Vision Helpdesk as it is most affordable for a small business or small companies. As we are from Latvia, it is very hard to make business with lack of money. But we wanted to get a good product - it is the best choice. Best functionality for money, compared to other help desk systems. Very friendly support
No photo available

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • User-friendly, understandable design
No photo available

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