Agiloft Service Desk Suite Archived Reviews (More than two years old)

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Sales and Marketing with 51-200 employees
Jul 20 2015

How has it helped my organization?

This product has provided us with a tool to perform a successful trial with our customer and receive their stamp of approval to move beyond the trial phase. Because this product is infinitely customizable and easily developed, we are using it for other applications.

What's my experience with pricing, setup cost, and licensing?

This is a great question because this is an area of diversity. Due to the nature of BPM, the workflow and processes will change and improve over time which will require modifications to the software. For this reason, it makes sense to be able to do it in-house. I would recommend that you try either… more »

Which solution did I use previously and why did I switch?

We tried (and paid for) the Interneer (Intellect) BPM solution. We experienced too many problems which challenged our confidence in the product to move forward. Even after we paid for it, we felt that we would be better off abandoning the Intellect product and going with another solution.

Which other solutions did I evaluate?

Intellect, BonitaSoft

What is Agiloft Service Desk Suite?

Top rated by analysts and users

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.

“Agiloft is one of the most caring and responsive vendors that I have ever worked with”

— Dave Ross, Cal Poly

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What Makes Us Different

  • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
  • Available both as a hosted cloud solution and as an in-house deployment.
  • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
  • One affordable price that includes all features and functionality. No hidden fees, no surprises.
Agiloft Service Desk Suite customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies

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