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Agiloft Service Desk (discontinued)

Agiloft Service Desk (discontinued)

Overview

What is Agiloft Service Desk (discontinued)?

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.

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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 Service Desk (discontinued)?

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.

Agiloft Service Desk (discontinued) 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 Service Desk (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of

Agiloft Service Desk (discontinued) Video

Visit http://www.agiloft.com/flash/contract-management.html to watch Agiloft Service Desk (discontinued) video.

Agiloft Service Desk (discontinued) Integrations

Agiloft Service Desk (discontinued) 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'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.

Agiloft Service Desk (discontinued) starts at $65.

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

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

Agiloft Service Desk (discontinued) 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

(1-12 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
  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Score 10 out of 10
Vetted Review
Verified User
  • 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.
  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
September 30, 2015

Why we love Agiloft

Max Henrion | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Eric Novikoff | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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.
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 9 out of 10
Vetted Review
Verified User
  • 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.
February 17, 2014

Agiloft review

Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 9 out of 10
Vetted Review
Verified User
  • 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.
Elizabeth Lepisto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
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