TrustRadius Insights for Agiloft Service Desk (discontinued) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
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.
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.
Pros
Keeps track of agenda items
Keeps track of hours spent on projects by contributor
Keeps a record of solutions
Cons
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.
Likelihood to Recommend
Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
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.
Likelihood to Recommend
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.
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.
Pros
Personalize for "US"
Very Easy to Use
Cons
Feasible Training Opportunitied
Likelihood to Recommend
We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers).
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.
Pros
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.
Cons
We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Likelihood to Recommend
As I said we have used primarily for Issue, Service, and Application Configuration tracking. Agiloft is equally well suited to all of these areas and with their ITIL model you get the best possible design for approaching these problems.
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.
Pros
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.
Cons
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
Likelihood to Recommend
It is ideal for managing a wide range of business processes from CRM to technical support. We use it for issue tracking and technical support. We also used it to create a highly structured knowledgebase with contributor content. It might be less appropriate for detailed quantitative modeling.
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.
Pros
Quick and easy Deployment
Ease of workflow adjustment
Customization is simple and quick to perform
Cons
Customer portal GUI and template deployment
Likelihood to Recommend
Would fit most any environment. Having worked in top 50 companies, startup, state agency, and higher education environments I can see how AgiLoft would be a great fit for any organization.
VU
Verified User
Director in Information Technology (201-500 employees)
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.
Pros
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.
Cons
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.
Likelihood to Recommend
The more you know about your own workflow, the better Agiloft will serve you!
VU
Verified User
Director in Information Technology (11-50 employees)
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.
Pros
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.
Cons
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.
Likelihood to Recommend
Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
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.
Pros
Superior customer support
Ability to customize to our specific needs
A great partner
Cons
We have been using Agiloft for over a year and have had no complaints.
Likelihood to Recommend
Our knowledge base was customized for our specific needs in our repair business.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
We use the tool for a variety of different business processes, and we have not come across a scenario where the tool just would not work for us. Therefore, I cannot comment on where it would be less appropriate.
