TrustRadius: an HG Insights company

Agiloft Service Desk (discontinued)

Score9 out of 10

16 Reviews and Ratings

Get a Demo

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.

Categories & Use Cases

Media

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

1 / 3

Key Features

Learn about the best (and worst!) features Agiloft Service Desk (discontinued) has to offer, as determined by TrustRadius' reviewers.
Based on 16 ratings of Agiloft Service Desk (discontinued)'s features
View all features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8.2

  • Self-service tools

    Repository of information documenting common issues and known resolutions which can be accessed directly by users

    Category average: 8.3

Areas for Improvement

  • Service-level management

    Process for negotiating agreements regarding service level expectations, and ensuring these are met

    Category average: 8.6

  • Configuration mangement

    Database for tracking and reporting all business assets

    Category average: 8.6

  • ITSM reports and dashboards

    Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

    Category average: 8.2

Reviews

What users are saying about Agiloft Service Desk (discontinued).
View all reviews

Fast, automated agenda and record keeper

Matt GibsonView profile
Project Executive in Marketing at GT Services LLC (1-10 employees employees)

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.

Return on Investment

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..

Alternatives Considered

IBM Tivoli Change and Configuration Management Database

Help Desk software that requires no programming

Don RuxtonView profile
System Administrator in Information Technology (5001-10,000 employees employees)

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.

Return on Investment

  • 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.

Other Software Used

JIRA Software, Slack, Zoom

Why we love Agiloft

Max Henrion
CEO in Engineering at Lumina Decision Systems (11-50 employees employees)

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

Return on Investment

  • 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.

Agiloft - it's almost like you designed everything yourself!

Steve Theroux
Vice President of Technical Support and Services in Information Technology at MicroSale (11-50 employees employees)

Pros

  • 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

Cons

  • 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.

Return on Investment

  • More efficient internal communication based on a centralized knowledgebase accessible anytime from anywhere
  • Faster external communication with clients due to the automated workflow functionality

Usability

Ease of customization and flexibility make Agiloft our first choice for automating business processes

Eric Novikoff
COO and Founder in Marketing at ENKI Corporation - Cloud IT Operations Services (http://www.enki.co) (11-50 employees employees)

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.

Return on Investment

  • 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.

Related Products

Products similar to Agiloft Service Desk (discontinued) that may also meet your needs.
All comparisons
ServiceNow IT Service Management
CompareLearn more
Cherwell Service Management (discontinued)
CompareLearn more
SolarWinds Service Desk (SSD)
CompareLearn more