Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading
Read all reviews
Return to navigation

Pricing

View all pricing

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
Return to navigation

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

Screenshot of Screenshot of Screenshot of

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%
Return to navigation

Comparisons

View all alternatives
Return to navigation

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

(1-12 of 12)
Companies can't remove reviews or game the system. Here's why
Matt Gibson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
GTS LLC uses Agiloft Service Desk as a way for us to keep track of the items to address in our process of moving towards where we want to go. Myself and the other project managers, are not just managers, but also hands on. We have many projects to jump from and to. While this is not the ideal way to handle projects, it is how we keep them going without dropping the ball... as much.

Items that need to be addressed big or small are entered into the system. We categorize them as tasks or projects, then as we complete them we record the solution and who all cooperated and propelled us to the solution. As you can imagine this data comes in handy for many reasons. We could use this across the whole operation with a bit more time.
Score 10 out of 10
Vetted Review
Verified User

The end-users have a separate interface from the tech-staff user which is very simplified and will auto-route the requests to the correct support team. The auto-routing is based on the request type, the user’s support team and if the support handles that type of request. If the user support team doesn’t handle that request type, the system will route the request to the default team for that type of request.

The product has decreased our time to resolve support issues.

September 30, 2015

Why we love Agiloft

Max Henrion | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We have used Agiloft for many years for tracking bugs, enhancement requests, and other issues on our software and consulting projects.
We have also used to to create a sophisticated online tool to find and share energy data called Megajoule.org.
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.
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.
Eric Novikoff | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We chose Agiloft to replace NetSuite for CRM (Customer Support Automation), SFA (Sales Automation), and general business process automation. However as we have used it, we're starting to consider it for other tasks as well. Currently our operations/support and sales/marketing organizations are using it. We switched from NetSuite CRM to Agiloft, because Agiloft could address fully custom support flows and timings which were necessary for our business. Netsuite made it impossible to respond to service requests as quickly as our SLAs promised our customers, and forced us into a standard support process that did not match our value proposition for fully managed high performance cloud services.We are switching from NetSuite SFA to Agiloft SFA because our sales people and managers, like in most companies "have their own way" of doing things and want the tool to support them in it rather than forcing them to comply with a standard method or requiring expensive and extensive professional services. We are investigating switching our billing from NetSuite to Agiloft because we have confidence in Agiloft's management team and their intention to listen to what we need and provide it as fast as possible. Our operations department is investigating using Agiloft for IT systems management, both for ITIL and as a human-accessible hub for cloud provisioning and billing information.
Score 10 out of 10
Vetted Review
Verified User
Agiloft is being used across the organization for 1) Tracking defects, issues, or questions about application/product issues, 2) Making and processing service requests, 3) Making and processing Application Configuration requests.
Score 10 out of 10
Vetted Review
Verified User
We utilize AgiLoft as the solution for our state-wide Service Desk Solution supporting 6,000 users in a state agency and higher education environment across 290 locations. AgiLoft has been a critical component of our centralized service desk architecture.
Score 9 out of 10
Vetted Review
Verified User
We use Agiloft as our customer-facing portal for support and service requests. In addition to supporting our internal workflow to quickly resolve customer needs, it allows the customer's internal users to collaborate and stay informed. We ultimately plan to use Agiloft for our internal users to request support and services as well.
February 17, 2014

Agiloft review

Score 10 out of 10
Vetted Review
Verified User
Agiloft is being used across our company to support our telecommunications repair service business and track customer orders. Agiloft also communicates efficiently with Quickbooks which we use for billing purposes. With multiple locations, Agiloft maintains a level of consistency throughout the company. Agiloft also allows us to track inventory levels of repair components as well as spare inventory.
Score 9 out of 10
Vetted Review
Verified User
We use Agiloft software to track our sales, contracting, invoicing, and customer training aspects of our business operations team. Because the tool is so adaptive, we are constantly adding new features for our end users, such as building a project management tracking tool that we built completely internally. We are demanding as far as data analysis and report generation are concerned, so we really rely on the tool to provide us with quick running and easily customizable reporting capabilities.
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.
Return to navigation