Help Desk software that requires no programming
September 20, 2017

Help Desk software that requires no programming

Don Ruxton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise Edition

Overall Satisfaction with Agiloft Service Desk Suite

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.

Pros

  • 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.

Cons

  • 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.
  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.

Agiloft Service Desk (discontinued) Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Service restoration
10
Self-service tools
9
Subscription-based notifications
10
ITSM reports and dashboards
10
ITSM asset management
9.5
Configuration mangement
10
Policy and contract enforcement
9
Change management
9.5
Change requests repository
9
Service-level management
10

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