TrustRadius
https://media.trustradius.com/product-logos/W6/pH/L5R5TEOWOWEH.JPEGWhy 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 Megajoule.org.,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,10,10The 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,8
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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Elizabeth Lepisto profile photo
January 23, 2014

Agiloft Flexible Service Desk Suite Review: "The ability to create processes for everything, and one place for all the processes"

Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

9
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.
Read Elizabeth Lepisto's full review

Feature Scorecard Summary

Organize and prioritize service tickets (2)
10.0
Service restoration (2)
10.0
Self-service tools (2)
9.8
Subscription-based notifications (1)
10
ITSM reports and dashboards (2)
7.6
Configuration mangement (2)
8.4
Policy and contract enforcement (2)
9.8
Change requests repository (2)
9.8
Service-level management (2)
10.0

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

Salesforce.com, 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

Pricing

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

Consumers
0%
Small Businesses (1-50 employees)
5%
Mid-Size Companies (51-500 employees)
40%
Enterprises (> 500 employees)
55%

Agiloft Flexible Service Desk Suite Support Options

 Free VersionPaid Version
Live Chat
Email
FAQ/Knowledgebase
Video Tutorials / Webinar
Phone

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