Agiloft Service Desk (discontinued) vs. InvGate Service Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
Agiloft's Flexible Service Desk Suite included an Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and ITIL/ITSM capability. The product is no longer available.
$65
per month
InvGate Service Desk
Score 8.3 out of 10
N/A
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.N/A
Pricing
Agiloft Service Desk (discontinued)InvGate Service Desk
Editions & Modules
Free Trial
$0
per license/per month
Professional
Contact sales team
Professional Extended
Contact sales team
Enterprise
Contact sales team
Enterprise Extended
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Agiloft Service Desk (discontinued)InvGate Service Desk
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional Details
More Pricing Information
Community Pulse
Agiloft Service Desk (discontinued)InvGate Service Desk
Top Pros
Top Cons
Features
Agiloft Service Desk (discontinued)InvGate Service Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Agiloft Service Desk (discontinued)
9.4
2 Ratings
13% above category average
InvGate Service Desk
9.3
2 Ratings
12% above category average
Organize and prioritize service tickets10.02 Ratings10.02 Ratings
Service restoration10.02 Ratings9.02 Ratings
Self-service tools10.02 Ratings10.02 Ratings
Subscription-based notifications10.01 Ratings9.02 Ratings
ITSM reports and dashboards7.12 Ratings9.02 Ratings
Expert directory00 Ratings9.02 Ratings
ITSM collaboration and documentation00 Ratings9.02 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Agiloft Service Desk (discontinued)
9.0
2 Ratings
9% above category average
InvGate Service Desk
9.0
2 Ratings
9% above category average
Configuration mangement8.12 Ratings9.02 Ratings
Policy and contract enforcement10.02 Ratings9.01 Ratings
Asset management dashboard00 Ratings9.02 Ratings
Change management
Comparison of Change management features of Product A and Product B
Agiloft Service Desk (discontinued)
10.0
2 Ratings
17% above category average
InvGate Service Desk
9.0
2 Ratings
7% above category average
Change requests repository10.02 Ratings9.02 Ratings
Service-level management10.02 Ratings9.02 Ratings
Change calendar00 Ratings9.01 Ratings
Best Alternatives
Agiloft Service Desk (discontinued)InvGate Service Desk
Small Businesses
NinjaOne
NinjaOne
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Service Desk (discontinued)InvGate Service Desk
Likelihood to Recommend
10.0
(12 ratings)
10.0
(2 ratings)
Likelihood to Renew
8.9
(9 ratings)
-
(0 ratings)
Usability
7.3
(2 ratings)
-
(0 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
1.0
(1 ratings)
User Testimonials
Agiloft Service Desk (discontinued)InvGate Service Desk
Likelihood to Recommend
Discontinued Products
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.
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InvGate
This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
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Pros
Discontinued Products
  • 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.
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InvGate
  • Set-up of system.
  • GUI is user-friendly.
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Cons
Discontinued Products
  • 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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InvGate
  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
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Likelihood to Renew
Discontinued Products
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.
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InvGate
No answers on this topic
Usability
Discontinued Products
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.
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InvGate
No answers on this topic
Support Rating
Discontinued Products
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.
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InvGate
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
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Alternatives Considered
Discontinued Products
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.
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InvGate
At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
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Return on Investment
Discontinued Products
  • 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..
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InvGate
  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
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ScreenShots

Agiloft Service Desk (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of

InvGate Service Desk Screenshots

Screenshot of Incident ManagementScreenshot of Built In and Customizable ReportsScreenshot of Knowledge Base