Agiloft Service Desk (discontinued) vs. ProProfs Help 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
ProProfs Help Desk
Score 8.1 out of 10
Mid-Size Companies (51-1,000 employees)
ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution. Key benefits and capabilities include: Timely resolution of customer queries: Customers feel delighted with timely responses. ProProfs help desk ticketing system allows managers and system…
$49
3 Users
Pricing
Agiloft Service Desk (discontinued)ProProfs Help 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
TEAM
$ 49 per month
3 Users
BUSINESS
$ 89 per month
5 Users
ENTERPRISE
$ 499 per month
Unlimited Users
Offerings
Pricing Offerings
Agiloft Service Desk (discontinued)ProProfs Help Desk
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Agiloft Service Desk (discontinued)ProProfs Help Desk
Top Pros
Top Cons
Features
Agiloft Service Desk (discontinued)ProProfs Help 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
ProProfs Help Desk
8.2
1 Ratings
5% above category average
Organize and prioritize service tickets10.02 Ratings8.21 Ratings
Service restoration10.02 Ratings00 Ratings
Self-service tools10.02 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM reports and dashboards7.12 Ratings00 Ratings
ITSM collaboration and documentation00 Ratings7.31 Ratings
Ticket creation and submission00 Ratings9.11 Ratings
Ticket response00 Ratings8.21 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
ProProfs Help Desk
-
Ratings
Configuration mangement8.12 Ratings00 Ratings
Policy and contract enforcement10.02 Ratings00 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
ProProfs Help Desk
-
Ratings
Change requests repository10.02 Ratings00 Ratings
Service-level management10.02 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Agiloft Service Desk (discontinued)
-
Ratings
ProProfs Help Desk
8.2
1 Ratings
6% above category average
Internal knowledge base00 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Agiloft Service Desk (discontinued)
-
Ratings
ProProfs Help Desk
7.7
1 Ratings
1% above category average
Email support00 Ratings8.21 Ratings
Help Desk CRM integration00 Ratings7.31 Ratings
Best Alternatives
Agiloft Service Desk (discontinued)ProProfs Help 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
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Service Desk (discontinued)ProProfs Help Desk
Likelihood to Recommend
10.0
(12 ratings)
6.4
(1 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)
7.3
(1 ratings)
User Testimonials
Agiloft Service Desk (discontinued)ProProfs Help 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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ProProfs
As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
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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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ProProfs
  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
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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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ProProfs
  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
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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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ProProfs
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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ProProfs
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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ProProfs
No answers on this topic
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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ProProfs
I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
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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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ProProfs
  • High customer retention.
  • Optimized average response time.
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ScreenShots

Agiloft Service Desk (discontinued) Screenshots

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ProProfs Help Desk Screenshots

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