Agiloft Service Desk Suite vs. JIRA Service Desk

Agiloft Service Desk Suite is ranked 14th in Help Desk Software with 1 review vs JIRA Service Desk which is ranked 7th in Help Desk Software with 2 reviews. The top reviewer of Agiloft Service Desk Suite writes "Our customer service and productivity have increased in quality and quantity since using this product". The top reviewer of JIRA Service Desk writes "Transparency of the system helps both internal and external persons involved". Agiloft Service Desk Suite is most compared with JIRA Service Desk, Zendesk and LiveChat. JIRA Service Desk is most compared with ServiceNow, Zendesk and BMC Helix Remedy.
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Quotes From Members Comparing Agiloft Service Desk Suite vs. JIRA Service Desk

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Our customer service and productivity have increased in quality and quantity since using this product.

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The automations will really help the company by delegating work the way your company operates.It makes the IT department more transparent and helps the employees.JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.Transparency of the system helps both internal and external persons involved.​Allows customized processes for our service contracts.Reporting and easy export to Excel spreadsheets.

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We have found the documentation a bit confusing at times. This area could use some improvement.

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In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.​SaaS version for large organizations (more than 2000 users) is not available.Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

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Pricing and Cost Advice
Agiloft has by far the best entry point for both cost and learning curve.After about six months, we started making a return on our investment at more than 300%.

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Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Compared 17% of the time.
Compared 9% of the time.
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Compared 29% of the time.
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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.
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
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Sample Customers
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologiesmgm technology partners, Telestream,, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
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