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Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite

Overview

What is Agiloft Flexible Service Desk Suite?

Agiloft's Flexible Service Desk Suite includes the elements needed to manage a complex service desk: Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and complete ITIL/ITSM capability. According to the vendor, these fully integrated applications…

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Recent Reviews

TrustRadius Insights

Agiloft has become an indispensable tool for a company of about 25 employees in managing various aspects of their product development …
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Why we love Agiloft

10 out of 10
September 30, 2015
We have used Agiloft for many years for tracking bugs, enhancement requests, and other issues on our software and consulting projects.
We …
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Powerful, customizable solution

9 out of 10
February 21, 2014
We use Agiloft as our customer-facing portal for support and service requests. In addition to supporting our internal workflow to quickly …
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Agiloft review

10 out of 10
February 17, 2014
Agiloft is being used across our company to support our telecommunications repair service business and track customer orders. Agiloft also …
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Pricing

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Free Trial

$0

On Premise
per license/per month

Professional

Contact sales team

On Premise

Professional Extended

Contact sales team

On Premise

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttp://www.agiloft.com/software…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $65 per month
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Product Details

What is Agiloft Flexible Service Desk Suite?

Agiloft's Flexible Service Desk Suite includes the elements needed to manage a complex service desk: Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and complete ITIL/ITSM capability. According to the vendor, these fully integrated applications work together to form a single system of record for all of an organization’s IT service processes, for 360-degree visibility and control. The vendor says their solution is designed to adapt and scale to an organizations growing needs and processes.

Agiloft Flexible Service Desk Suite Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Service restoration
  • Supported: Self-service tools
  • Supported: Subscription-based notifications
  • Supported: ITSM reports and dashboards

ITSM asset management Features

  • Supported: Configuration mangement
  • Supported: Policy and contract enforcement

Change management Features

  • Supported: Change requests repository
  • Supported: Service-level management

Additional Features

  • Supported: Deep and rapid customization of every aspect of the system, without coding: custom business rules, dashboards, workflows, tables, relationships, end user interface, look and feel, and permissions
  • Supported: Rapid installation and configuration - Agiloft is the only company with the confidence to offer a 90-day unconditional warranty covering both the software and consulting services
  • Supported: Fully customizable end user portal

Agiloft Flexible Service Desk Suite Screenshots

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Agiloft Flexible Service Desk Suite Video

Visit http://www.agiloft.com/flash/contract-management.html to watch Agiloft Flexible Service Desk Suite video.

Agiloft Flexible Service Desk Suite Integrations

Agiloft Flexible Service Desk Suite Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry
Supported CountriesAll
Supported LanguagesAll

Frequently Asked Questions

Agiloft Flexible Service Desk Suite starts at $65.

Cherwell Service Management, ServiceNow IT Service Management, and SolarWinds Service Desk (SSD) are common alternatives for Agiloft Flexible Service Desk Suite.

The most common users of Agiloft Flexible Service Desk Suite are from Small Businesses (1-50 employees).

Agiloft Flexible Service Desk Suite Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)5%
Mid-Size Companies (51-500 employees)40%
Enterprises (more than 500 employees)55%
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Comparisons

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Reviews and Ratings

(16)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Agiloft has become an indispensable tool for a company of about 25 employees in managing various aspects of their product development workflow. From quoting to product delivery and invoicing, this software has streamlined and automated a multitude of processes, significantly reducing errors that manual methods tend to introduce. By automating tasks such as creating automatic emails and providing a centralized location for records, Agiloft has made information more consistent and connected, saving employees precious time and effort. Its versatility extends beyond production processes, as it is also used for non-production activities like time off requests, new hire on-boarding, internal projects, and employee recognition.

The software's user-friendliness is one of the standout features reported by users. With minimal training required, staff can quickly grasp its functionalities and start utilizing it effectively. Furthermore, Agiloft proves itself robust enough to handle multiple facets of the business, encompassing call tracking, support cases management, equipment orders tracking, installation training schedules, and handling support requests from existing clients. Its flexibility and customizability enable companies to adapt the software to suit their specific needs. For example, it can be deployed to track bugs, enhancement requests, and other issues encountered in software and consulting projects.

Beyond the realm of software development, Agiloft demonstrates its versatility by supporting industries like energy data management through the creation of sophisticated online tools such as Megajoule.org. It also aids in managing requests from software users via a separate interface dedicated to end-users and tech-staff users alike. This separation simplifies the request routing process and contributes to decreased resolution times for support issues. Moreover, the software finds utility in tracking defects, issues, and questions related to application/product matters.

Agiloft extends its capabilities beyond internal operations by serving as a service desk solution in project management settings. By keeping track of tasks and projects seamlessly, it enhances collaboration among team members. In specific industries like telecommunications repair services, Agiloft assists by efficiently tracking customer orders and facilitating communication with Quickbooks for billing purposes. Additionally, with its customer-facing portal, this software provides a platform for customers to submit support and service requests while ensuring smooth internal workflow and collaboration between the company and customers' internal users.

One of Agiloft's strengths lies in its quick and easily customizable reporting capabilities. Users can swiftly generate data analysis reports tailored to their requirements, facilitating informed decision-making. Overall, Agiloft has proven itself to be an invaluable tool for businesses of various sizes, providing effective solutions to numerous operational challenges. By encompassing sales, contracting, invoicing, and customer training aspects of business operations, Agiloft allows for comprehensive tracking and management. It effectively supports a wide range of use cases such as making and processing service requests, configuring applications, and acting as a customer-facing portal for support and service requests.

The software's ability to integrate with external systems adds another layer of efficiency. For example, it seamlessly communicates with Quickbooks in tracking telecommunications repair service orders and streamlines the billing process. This integration eliminates tedious manual data entry and reduces the chances of errors.

Agiloft's value extends beyond its core functionality by providing users with a user-friendly experience and intuitive interface. Its usability ensures that employees can easily navigate through tasks without requiring extensive training or technical expertise. This ease-of-use contributes to increased productivity and smoother workflows.

In conclusion, Agiloft proves to be an indispensable solution for businesses across industries, offering automation, centralization, customization, and seamless integration capabilities. With its versatile use cases ranging from product development workflow management to energy data sharing tools, Agiloft empowers organizations to streamline processes, reduce errors, enhance collaboration, and make informed decisions through quick reporting and analysis.

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
I spent several months searching for a good CRM software package. I was looking for a solution that was first and foremost easy to learn and use without requiring too much training time for our staff. It also needed to be robust enough to grow with our business and handle more aspects than just tracking calls and support cases while still being reasonably priced.
I evaluated several different CRM softwares before I finally came across EnterpriseWizard, now known as Agiloft. Most of the other CRM software packages were either too complicated or time consuming to setup and customize, or they were too expensive, many of the companies charging additional fees for each additional module or function.
With Agiloft, all of the modules are included, so there are no extra fees for activating additional modules. All we have to do is enable the new functions we want to use, and then customize them for our specific needs, so our Agiloft knowledgebase and functionality can grow and develop as we grow.
The Agiloft software is the most flexible and fully customizable CRM software package I found, and it goes well beyond the standard CRM functions. We were able to get started almost immediately by using the default setups included, and we were able to customize our configuration based on our needs with just a little guidance from Agiloft’s very knowledgeable team. We are able to track almost every aspect of our business in our Agiloft knowledgebase including the initial communications and demos for potential clients, equipment orders and installation training schedules, and the follow-up support and modification requests from existing clients.
We have been using Agiloft for well over a year now, and we find it hard to understand how we ever got along without it.
  • Automated Workflow that facilitates constant communication keeping all parties on the same page
  • Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
  • Intuitive GUI that makes training new employees quick and easy
  • The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
  • Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.
The Agiloft website has some short training videos that both show you how to use certain functions and also help outline the functionality available (for those of us who don't always know what we're looking for until we see it).
  • More efficient internal communication based on a centralized knowledgebase accessible anytime from anywhere
  • Faster external communication with clients due to the automated workflow functionality
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.
11
Support Cases, Service Contracts, Training, and Marketing
1
As we grow, we are able to activate additional modules for new functionality with little training time, adding to our existing knowledgebase and increasing our efficiency.
No
  • Price
  • Product Features
  • Product Usability
With Agiloft, all of the modules are included in the base price, so there are no extra fees for activating additional modules. All we have to do is enable the new functions we want to use, and then customize them for our specific needs.
  • Implemented in-house
Score 10 out of 10
Vetted Review
Verified User
We use Agiloft to track calls at our software helpdesk and mange requests by our software users. We are able to generate activity reports for our help desk staff, trainers, and software programmers. These reports allow us to provide better training for internal staff as well as our software product users. We are also provided valuable feedback for product improvement.
  • Personalize for "US"
  • Very Easy to Use
  • Feasible Training Opportunitied
We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers).
  • Effective Training for our help desk staff
  • Improved Training for our software product users
  • Valuable feedback for product enhancements
  • Valuable feedback for new product development
  • Grows with us as we expand for the future
We were looking for a product in which all our employees could utilize successfully. We did not want our staff to be intimidated by a product too difficult use.
6
2
Elizabeth Lepisto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Agiloft is used by our entire organization, a company of about 25 employees. The primary purpose is to manage the workflow of our product development. The ultimate goal is to have this start at quoting, go through all operations teams until product delivery, and finalize with invoicing. We are currently creating this workflow, piece by piece, as we learn more about Agiloft and what it can do for our company.

It is helping to make the large number of processes we have more automatic, which makes things easier and reduces errors that manual processes can create. It creates automatic emails that employees used to have to create every time. Instead, they now click a button and Agiloft does the work for them. It also makes information more consistent, connects related information together, and gives us one centralized location for our records.

We also use it for several non-production processes, including time off requests, new hire on-boarding, internal projects, and employee recognition. We anticipate that we have several more months of work to build up everything we want to have on Agiloft.
  • Customization. We are able to take the foundation and default set up and turn it into exactly what we need.
  • Support. Although a ticket system and dealing with support almost exclusively online seemed not ideal to us at first, we know we can rely on Agiloft's support team to get back to us quickly and help us to find a way to do something, fix issues that are going on, and answer any questions we have.
  • Easy to learn. Although there is a LOT to learn, most of it has been intuitive and easy to follow. It's easy to try out different setting to see what will happen one way versus another.
  • Charts and Reports. Being able to see data in many, many different ways through the searches and views. Automatically emailed reports are extremely helpful.
  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
If there were only a handful of clients someone worked with, or if they're workflow was extremely varied and not easy to pin down into specific processes. If they work on a very case by case basis, Agiloft may work, but would be very different to set up than I have been used to. Key questions would be asking what their processes are, how they communicate with clients, and how the communication in their current company is.
  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this.
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
25
Quoting - Logging quotes that are created in Quickbooks, creating a database for us to follow up on. Plan on creating tools to create Ballpark Quotes within Agiloft
Sales - Currently creating a comprehensive CRM program
Client Services - Manage all projects, log errors, see the different processes that go into creating a product, creating a system of checks that all products must go through
Configuration/Software Development - Being able to request tasks from other teams, see client standard practices, log errors and process deviations
HR/Finance - A more efficient way to receive Time Sheets and process the data from them.

We are still working on many, many more processes to fine tune and add to our Agiloft system.
2
Familiarity with company's policies, processes, and procedures. Ability to consult with other teams, learn their needs and requirements, and make them work within the Agiloft system. Attention to detail but ability to look at the entire picture, rules oriented, and process driven.
  • Using it to help manage our entire production workflow.
  • Managing employee Time Sheets.
  • Ability to connect and link data from table to table.
  • Created a new way to produce Time Sheets which made it more efficient. We are also able to see how much time was put into a specific product.
  • As a complete CRM product, when we were starting to consider replacing our current program.
  • File versioning gives us exactly what we were looking for in a Document Management System.
  • Quoting, Invoicing, and working with QuickBooks to help our finance team.
  • Improving communications through notifications and updates.
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.
Yes
Yes, in one situation we had to push quite a bit to make sure that they understood that the bug was extremely affecting our day to day work. We were told that they would try to escalate, but weren't given confirmation that it was. However, it clearly was because we very quickly got a solution to our issue, which we were very appreciative for.
This ties back a little to the previous question, but we performed an upgrade which caused Agiloft to produce an error when we tried to update it with information from our external database. This is the core to all of our processes, and although we had a temporary work around, it was far from ideal and could only work for a few days. The support team and the developers had a solution to fix the issue in about a day and a half, which no doubt required a lot of emergency work on their part, especially because they likely have tons on their plate already. We appreciate what they did to get us back up and running.
  • Creating tables is very straightforward and intuitive.
  • The customization of using linked fields and actions buttons allows us to create forms that will show and do exactly what we want.
  • Searches and views are very easy to set up and customize.
  • The dependant choices wizard on choice fields was extremely easy to figure out, and worked right on the first time.
  • Permissions are very tedious because there are so many different levels of them. Not being able to see what the permissions look like for a specific group would make this much easier.
  • Charts and Reports are not as easy or as intuitive to use as the rest of the program.
  • Not being able to edit the information in a record from the table view makes some processes less efficient.
  • Not being able to duplicate a field and only change the name makes creating tables, which is usually easy, very tedious and cumbersome. If I'm creating 10 fields where the only difference is the name, but each involves me changing 10 options, it's hard to remember all of those options each time and make sure everything is set up correctly the first time.
Yes, but I don't use it
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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