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Agiloft ITSM ITIL Service Desk Suite vs Zendesk comparison

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Agiloft ITSM ITIL Service Desk Suite
Read 1 Agiloft ITSM ITIL Service Desk Suite review
179 views|149 comparisons
80% willing to recommend
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Zendesk
Read 57 Zendesk reviews
2,694 views|1,731 comparisons
93% willing to recommend
Comparison Buyer's Guide
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Buyer's Guide
IT Service Management (ITSM)
May 2024
Executive Summary

We performed a comparison between Agiloft ITSM ITIL Service Desk Suite and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2024).
Download the complete report
769,789 professionals have used our research since 2012.
Featured Review
Anonymous User
We use it for handling requests. It has reduced the IT staff required.
We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests.
BharatR
An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model
This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on... Read more →
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

    • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Ask a question

    Earn 20 points

    What do you like most about Zendesk Support?
    Top Answer:I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to… more »
    Read all 9 answers   →
    What is your experience regarding pricing and costs for Zendesk Support?
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Read all 3 answers   →
    What needs improvement with Zendesk Support?
    Top Answer:As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me… more »
    Read all 9 answers   →
    Ranking
    31st
    out of 49 in IT Service Management (ITSM)
    Views
    179
    Comparisons
    149
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    8th
    out of 49 in IT Service Management (ITSM)
    Views
    2,694
    Comparisons
    1,731
    Reviews
    6
    Average Words per Review
    539
    Rating
    8.2
    Comparisons
    Also Known As
    Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Agiloft
    Zendesk
    Overview
    Flexible ITIL and ITSM Software

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

    What we can do for you

    Improve Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.

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

    Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.

    Features

    End User Portal: 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.

    Live Chat: 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.

    Personalized Home Pages: 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.

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

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

    Global Support: 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


    Get more information | Try it now | Request a demo


    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.

    Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

    Sample Customers
    Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    No Data Available
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Educational Organization10%
    Financial Services Firm7%
    University6%
    Company Size
    No Data Available
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise20%
    Large Enterprise55%
    Buyer's Guide
    IT Service Management (ITSM)
    May 2024
    Download Free Report
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: May 2024.
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    769,789 professionals have used our research since 2012.

    Agiloft ITSM ITIL Service Desk Suite is ranked 31st in IT Service Management (ITSM) while Zendesk is ranked 8th in IT Service Management (ITSM) with 57 reviews. Agiloft ITSM ITIL Service Desk Suite is rated 10.0, while Zendesk is rated 8.2. The top reviewer of Agiloft ITSM ITIL Service Desk Suite writes "We use it for handling requests. It has reduced the IT staff required". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Agiloft ITSM ITIL Service Desk Suite is most compared with Clarity SM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.

    See our list of best IT Service Management (ITSM) vendors.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.