What users are saying about

Zendesk

Top Rated
402 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Zendesk

Top Rated
402 Ratings
Score 8.3 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley profile photo

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Zendesk
8.2
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Zendesk
8.8
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Zendesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Zendesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Zendesk
7.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Zendesk
Expert directory
Agiloft Flexible Service Desk Suite
Zendesk
7.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Zendesk
7.2
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Zendesk
9.2
Ticket response
Agiloft Flexible Service Desk Suite
Zendesk
9.1

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Zendesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Zendesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Zendesk

Change management

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

Self Help Community

Agiloft Flexible Service Desk Suite
Zendesk
8.0
External knowledge base
Agiloft Flexible Service Desk Suite
Zendesk
8.2
Internal knowledge base
Agiloft Flexible Service Desk Suite
Zendesk
7.8

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Zendesk
8.1
Customer portal
Agiloft Flexible Service Desk Suite
Zendesk
8.2
IVR
Agiloft Flexible Service Desk Suite
Zendesk
7.4
Social integration
Agiloft Flexible Service Desk Suite
Zendesk
7.7
Email support
Agiloft Flexible Service Desk Suite
Zendesk
9.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Zendesk
8.3

Pros

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
No photo available
  • It is a great support ticket management system, and is fairly easy to use via direct ticket submission via the platform, and the ability to forward customer emails directly to the support queue is extremely helpful.
  • The ability to track ticket progress (last touch, etc) and communicate both internally with other departments and externally with the ticket requester within the same interface makes it easy to keep all relevant information in one place.
  • Zendesk's JIRA integration makes the bug management process very seamless for our organization.
Carmen Johnson profile photo

Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • One of the biggest issues we have with Zendesk is the lack of insight into customer history within their ticket profile. We often have difficulty getting context about the tickets that are submitted and unfortunately that increase handle time as we often have to dig through the customer's ticket history to get the full story.
  • It would be great to have a better feel for overall customer sentiment based on their support history and other account factors (e.g. product usage, etc), but without a "customer profile" within the platform, it's nearly impossible to get the 360 view that would really empower us to proactively solve their issues.
  • The ability to automate certain workflows (specifically those regarding internal tasks) would be fabulous, but without access to many actionable integrations, it makes this even harder.
Carmen Johnson 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
Zendesk10.0
Based on 37 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo 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
Zendesk9.0
Based on 13 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer profile photo

Performance

No score
No answers yet
No answers on this topic
Zendesk8.0
Based on 10 answers
The new UI is really slow at times
Adam McCurdy 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
Zendesk10.0
Based on 17 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 17 answers
It is simple, and can be used right out of the box as-is.
Colby Wood profile photo

Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
At Onshape we have used this from the start but personally I have used a number of tools that were much more a part of the CRM packages like Sage and Zoho CRM and both are lacking in the API, User interface customization and tools that you can integrate. Other systems like Desk and even JIRA Service Desk are more focused on ticketing but the power of integrations with partner applications and services are simply unmatched. If your company has many other systems, some of which may or may not be on the list of integrations, the best part is the API is there as a powerful way to build your systems to talk.
Lou Gallo 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.
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  • Increased resolution time.
  • Increased capacity has helped us defer hiring more support technicians to handle the volume. We are handling 620+ tickets a month with only 3 employees.
  • Increased visibility for me as the IT Director. I much more equipped to monitor issues that arise and jump in where needed.
David Drinnon profile photo

Screenshots

Zendesk

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

Zendesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details