TrustRadius we love AgiloftWe 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,Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems. It has an astonishingly complete set of features. It can do everything we have wanted it to do. Agiloft's customer support is great. They always provide a rapid response to our questions.,Its feature set is so complete, we have yet to find it missing something that we needed. I wish we could automatically transition our CRM from Salesforce into Agiloft,10,We have used it for many years for our bug/issue tracking, smoothly and efficiently. For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.,,2,10,Implemented in-house,10,10Agiloft - it's almost like you designed everything yourself!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.,10,More efficient internal communication based on a centralized knowledgebase accessible anytime from anywhere Faster external communication with clients due to the automated workflow functionality,,11,1,10,No,Price Product Features Product Usability,Implemented in-house,8,9Ease of customization and flexibility make Agiloft our first choice for automating business processesWe 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.,Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team. Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems. The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators. High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation. Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.,The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product. The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more. I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.,8,We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at. We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!) We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.,,10Agiloft provides Flexibility, Performance, Reliability, and strong Professional Services. They are eager and effective Partners.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.,Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years. Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution. Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction. Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.,We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.,10,Nobody likes filling out "tickets." Before Agiloft we had great difficulty getting users to comply. This resulted in 1) ineffective tracking (too many e-mail and phone call reports). With the user's strong adoption of our Agiloft platform we have achieved efficiency in handling our user's issues and requests. This has resulted in 1) fewer "lost" or :delayed" requests and has assisted our business in meeting their process objectives in a timely manner.,,9Agiloft Review from Healthcare Non-ProfitWe 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.,Ability to build an entire CRM tool from scratch without any previous programming experience. This also enables you to make changes or add new features to your tool quickly and cheaply. Agiloft CRM additionally excels at having the ability to automate tasks, such automatic templated emails, to updating specific records based upon conditions. The automation has freed up my team from mundane tasks. Agiloft CRM also has great built in reporting capabilities the enable you to quickly design customized reports for your staff. Reports can be scheduled to run at any frequency you choose, which is great for management style monthly or weekly report updates. I simply schedule the reports, and they are in management's inbox when they arrive in the morning. Agiloft's customer support so far has been very good, and I typically get responses back the same day I send in the ticket.,They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more. I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.,9,Employee efficiency is much higher, as they aren't spending time on tasks that don't add value. From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is. Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.,,9The ability to create processes for everything, and one place for all the processesAgiloft 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.,10,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.,,10,25,2,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.,9,Yes,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,8Agiloft reviewAgiloft 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.,Superior customer support Ability to customize to our specific needs A great partner,We have been using Agiloft for over a year and have had no complaints.,10,Consistency throughout company Ease of creating daily reports to support day to day operations Link between production and accounting,,10Agiloft: Simplicity and Agility at it's best!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.,Quick and easy Deployment Ease of workflow adjustment Customization is simple and quick to perform,Customer portal GUI and template deployment,10,Facilitated tracking of state-wide enterprise IT service desk data management Has allowed us to maintain a small centralized service desk team to support our highly diverse environment Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.,,10Powerful, customizable solutionWe 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.,There is a great deal of flexibility available to configure the product to meet specific needs. The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though! The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.,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.,9,We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service"). We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development. We have reduced employee stress about support.,vivantio,manage engine,10
Windows, Linux
Agiloft Flexible Service Desk Suite
15 Ratings
Score 9.3 out of 101
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Agiloft Flexible Service Desk Suite Reviews

Agiloft Flexible Service Desk Suite
15 Ratings
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Score 9.3 out of 101
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Steve Theroux profile photo
September 30, 2015

Agiloft Flexible Service Desk Suite Review: "Agiloft - it's almost like you designed everything yourself!"

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Renew

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.
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Eric Novikoff profile photo
December 04, 2014

Agiloft Flexible Service Desk Suite Review: "Ease of customization and flexibility make Agiloft our first choice for automating business processes"

Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Read Eric Novikoff's full review
Robert Kaplan profile photo
March 24, 2014

Agiloft Flexible Service Desk Suite Review: "Agiloft provides Flexibility, Performance, Reliability, and strong Professional Services. They are eager and effective Partners."

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Renew

You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
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Michael Canino profile photo
February 01, 2014

Agiloft Flexible Service Desk Suite: "Agiloft Review from Healthcare Non-Profit"

Score 9 out of 10
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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.
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February 21, 2014

Agiloft Flexible Service Desk Suite Review: "Powerful, customizable solution"

Score 9 out of 10
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We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
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Feature Scorecard Summary

Organize and prioritize service tickets (2)
Service restoration (2)
Self-service tools (2)
Subscription-based notifications (1)
ITSM reports and dashboards (2)
Configuration mangement (2)
Policy and contract enforcement (2)
Change requests repository (2)
Service-level management (2)

About 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
Has featureOrganize and prioritize service tickets
Does not have featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Does not have featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Does not have featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Does not have featureChange calendar
Has featureService-level management
Additional Features
Has featureDeep 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
Has featureRapid 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
Has featureFully customizable end user portal

Agiloft Flexible Service Desk Suite Screenshots

Agiloft Flexible Service Desk Suite Integrations, LogMeIn Rescue, BeyondTrust Remote Support (formerly Bomgar Remote Support), Google Drive, DocuSign, Microsoft Exchange, QuickBooks Desktop Enterprise, Microsoft Office, Microsoft Outlook, Credit Card Processing, External Databases, Active Directory / LDAP and Google Single Sign On, WMI, Barcode scanners

Agiloft Flexible Service Desk Suite Competitors


Has featureFree Trial Available?Yes
Has featureFree or Freemium Version Available?Yes
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

Agiloft Flexible Service Desk Suite Customer Size Distribution

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

Agiloft Flexible Service Desk Suite Support Options

 Free VersionPaid Version
Live Chat
Video Tutorials / Webinar

Agiloft Flexible Service Desk Suite Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux
Mobile Application:Apple iOS, Android, Windows Phone, Blackberry
Supported Countries:All
Supported Languages: All