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Score 8.8 out of 101
4 Ratings
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Score 8.6 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

Web+Center

It works well with any type of help desk/support system. This includes information technology but could be applied to any type of technical support service. It can also be modified quickly to create a totally different type of software package such as an indexing program for libraries and archives or it could be used as a permit management system. The software is very flexible and can be tailored to almost any need.
Jeffery Cropper profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Web+Center
8.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Web+Center
10.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Web+Center
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Web+Center
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Web+Center
7.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Web+Center
Expert directory
Agiloft Flexible Service Desk Suite
Web+Center
7.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Web+Center
7.5
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Web+Center
10.0
Ticket response
Agiloft Flexible Service Desk Suite
Web+Center
10.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Web+Center
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Web+Center
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Web+Center

Change management

Agiloft Flexible Service Desk Suite
9.8
Web+Center
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Web+Center
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Web+Center

Self Help Community

Agiloft Flexible Service Desk Suite
Web+Center
8.7
External knowledge base
Agiloft Flexible Service Desk Suite
Web+Center
8.5
Internal knowledge base
Agiloft Flexible Service Desk Suite
Web+Center
9.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Web+Center
9.7
Customer portal
Agiloft Flexible Service Desk Suite
Web+Center
9.5
Email support
Agiloft Flexible Service Desk Suite
Web+Center
9.5
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Web+Center
10.0

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
  • Work orders or tickets. Easy to create, search and reference in the future.
  • Asset management. Keep track of all your assets, who they are assigned to, purchase date, price, vendor. Assets can also be linked to work orders so you can reference the number of issues you had with a particular device.
  • Projects are a nice feature. If you have a project that involves work spanning multiple work orders, you can add them to a project and have all information in one location without the need to spend hours searching for each work order associated with a large job.
Jeffery Cropper profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • I have read reviews where some people comment that the interface "looks dated". I am a believer in function over form. The interface is just eye candy and if it works well, why would you want to re-code software just to make it look different? I like the interface and can quickly find the functions I need. As for room for improvement? Well, that would depend on your location and what types of data you prefer to have access to. For me, the program is great the way it is.
Jeffery Cropper profile photo

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
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

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
We've been using Web+Center so long, that I can't even remember what offerings we evaluated. We haven't felt the need to look at others because Web+Center just works for us.
Jerry Aguirre profile photo

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
  • I looked for years trying to find a great software package that did not require a loan to purchase. Web+Center was the perfect fit. Pricing is very affordable even for very small organizations. It is dependent on the number of technicians, not the number of customers.
Jeffery Cropper 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

Web+Center

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Web+Center Editions & Modules
Web+Center
On-premise Edition
Small business Edition
$4001
Enterprise Edition
$1,700
10 Tech Enterprise Edition
$6,0003
Unlimited tech licenses
$18,0004
1. 3 techs license + 1 yr support
3. 10 techs license + 1 year support
4. Unlimited tech license + 1 yr support
SaaS Edition
Cloud Hosted
$251
Cloud Hosted - Unlimited Techs
$1,0002
1. Per User per Month
2. Per Month [Unlimited Users]
Additional Pricing Details