Likelihood to Recommend 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.
Read full review The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
Read full review Pros Fully GUI based interface that has drastically reduced the time to add new features/workflows. The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features. The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based. Read full review Reporting and Analytics Ease of Agent Training and Use Able to add multiple brands with related custom reports and dashboards Adding a new brand and basic help center is easy to do without the need of an expert or web team Ability of agents and supervisors to see customer history across multiple channels Read full review 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. Read full review I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience. Particular things like where the default is when you click on each and every dropdown menu. The macro integration could be a little more simplified. Read full review Likelihood to Renew We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Read full review Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review Usability 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.
Read full review As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like
HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review Reliability and Availability In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review Performance There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review Support Rating We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
Read full review Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review Online Training Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review Implementation Rating I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time. The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Read full review Alternatives Considered Most of the other CRM software packages we evaluated were either too complicated or time consuming to setup and customize, or they were too expensive, especially since many of the companies charge additional fees for each additional module or function you want to use.
Read full review Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
Read full review 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.. Read full review The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app It has also helped us identify areas of improvement based on the reporting feature The value it provides outweighs any missing or lacking features that I'm sure will be available in the future Read full review ScreenShots Agiloft Flexible Service Desk Suite Screenshots Zendesk Suite Screenshots