Agiloft

Agiloft

Helpdesk solution

4.9/5 (29 reviews)

Agiloft Overview

What is Agiloft?

Agiloft supports out-of-the box solutions for customer support, internal helpdesk, contract management, workflow and BPM, ITL and ITSM, change management, asset management, project and task management, document management, RMA processing, IT ticketing and license generation. Highly-rated by both users and analysts, and winner of Info-Tech's "Best Overall Value" award three years running, Agiloft Help Desk leads in the space. Agiloft Help Desk adapts to your service style to work the way you do, and not the other way around. Improve organizational efficiency through quicker ticket resolution and increase consistency, while gaining actionable insights.

Our customers tell us that competing solutions can’t keep up. Includes a customizable self-service portal, workflow automation engine, dashboard performance metrics, and more. Automate assignments and increase the efficiency of staff across your entire enterprise. Use Help Desk on its own, in conjunction with Agiloft Service Desk Suite, or with other Agiloft applications. Available as a hosted cloud solution or an In-house deployment. Used by 3+ million professionals at start-ups to Fortune 100 companies. Get started today and see the difference that true business agility can make.

Agiloft Overview

Pricing

Starting from
US$65.00/month

Pricing options

Free Trial
Free
One Time License
Subscription
Value for money

$65 per user/month

Contact Agiloft for detailed pricing information.


Agiloft Features

Devices
Business size
S M L
Markets
United States
Supported Languages
English

Screenshots

Agiloft screenshot: Agiloft provides a knowledge base with answers to common questions in its Service Desk software suite
Agiloft screenshot: Agiloft provides a knowledge base with answers to common questions in its Service Desk software suite Agiloft screenshot: Agiloft supports end-user portal in its Agile Service Desk software suite Agiloft screenshot: Agiloft's Agile Service Desk suite helps automate workflows and streamline operations Agiloft screenshot: Agiloft's Agile Service Desk suite supports charts and reports Agiloft screenshot: Agiloft's helpdesk software module allows users to set escalation rules Agiloft screenshot: Agiloft's Service Desk suite offers helpdesk and ticketing features

Agiloft Reviews

Agiloft Reviews

Overall rating
4.9
/
5
Excellent
27

Very good
2

Average
0

Poor
0

Terrible
0

Value for Money
4.8
Features
4.8
Ease of Use
4.6
Customer Support
4.8
100% recommended this app
Kelsie M.

Agiloft is perfect for designing business processes

The management of electronic signatures is one of the biggest strengths of agiloft, so its use is highly recommended to handle virtual documents. We recommend reviewing your varied file recovery options, and to be able to work even without being connected to the internet.


Cindi K.

Highly customizable and affordable system with excellent customer service

PROS: Agiloft especially excels at scalable customization, fair pricing and customer service. All the staff I've encountered at Agiloft (not just the initial sales contact), from the implementers to the billing staff, have been responsive, friendly and helpful with a "can-do" positive attitude. They are a professional, dependable service-oriented team. Billing with Agiloft has always been very fair and transparent. The possibilities with Agiloft's system are nearly limitless. If inclined, the administrator can take on a significant amount of the maintenance and design of the system. I had no programming experience, but using the available documentation/tutorials and custom training available along with the creative ideas my implementer offered, I was able to become quite independent and save our company money while having a tailored, high performing contract system that grows with our organization's needs.

CONS: With so many possibilities for customization comes a number of decisions that need to be made. This can be time-consuming, but Agiloft offers the customer the option to make as many or as little of the design decisions as works for them. We'd much rather have the problem of too much choice than a situation where the system doesn't fit our needs enough or where the cost of having an engineer design everything in our system is prohibitively expensive. If your organization wants to handle some of the maintenance and design, there definitely can be a learning curve for the more complex aspects but also great payoff in independence and control of the direction of the system.

RECOMMENDATIONS FOR OTHER BUYERS: We had a very lengthy review process that involved intensive research. We recommend strongly considering how experienced and knowledgeable and stable the vendor is (not just who has the slickest app or tech conference booth). We also recommend noting how much the vendor listens to you during the sales process. Agiloft has been a solid industry leader since the 1990's and did not pressure or rush us to make our decision. They were patient and respectful and worked hard to understand our unique needs as a nonprofit and as a public media organization. We recommend taking time for the demos, using the free trial versions and talking to the vendors thoroughly about what is and isn't included and how they operate. We also recommend reading the PCMag review as it was comprehensive and captured what makes Agiloft different from its competitors.


Susan K.

Agiloft is my Co-Worker

Having all the company agreements at my fingertips has been fantastic! The implementation went very smooth and we are starting to implement new features (enhancing our clause library and providing access to 3rd parties to create their own agreements).


Ryan M.

Fantastic, Easy to Use, Customizable and Automated Product

Agiloft has always been quick to solve the few (if any) problems that have occurred, and they are happy to help customize the product to better align with my organization's needs. The customer support team is very reliable and clearly interested in building long-term customer relationships.


Matt C.

Best software purchase I've ever made

I don't want to sound over the top, but I have nothing but good things to say about Agiloft. As a rapidly growing company we had many manual processes which needed to be automated. Having a system that fit our business model was important, and I went through a lot of tools before I settled on AG.

By far the strongest aspect of Agiloft is its ease of customization. Literally all customization is point and click, and within about 40 hours of our initial installation (which we did ourselves on our hardware), we had a system up and running which accomplished what I was unable to do with any other product.

Since the original implementation in October 2011, there has not been a week where I have not been rolling out AG into other areas of our business, to the point where we now track everything from sales leads to fixed assets, billing, and service in AG.

Our users have learned quickly, and have been happy to have a system that helps them do their jobs well.


Kelsie M.
Industry: Food & Beverages
Company size: 13-50 Employees

Agiloft is perfect for designing business processes

Used Weekly for 1-5 months
Reviewed on 25/08/2019
Review Source: Capterra

The management of electronic signatures is one of the biggest strengths of agiloft, so its use is highly recommended to handle virtual documents. We recommend reviewing your varied file recovery options, and to be able to work even without being connected to the internet.

Pros

Agiloft presents a great utility in the management of audit trails, and barcoding / RFID. It is quite good to work with business process mapping, which can be designed and modeled completely from scratch.

Cons

Given that it lacks many functions for customer service, we think it would not be very useful in the management of call centers. It does not have a good virtual assistant, nor enough workflow management tools. It also does not manage emails.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Cindi K.
Company size: 201-500 Employees

Highly customizable and affordable system with excellent customer service

Used Daily for 1+ year
Reviewed on 3/03/2017
Review Source: Capterra

PROS: Agiloft especially excels at scalable customization, fair pricing and customer service. All the staff I've encountered at Agiloft (not just the initial sales contact), from the implementers to the billing staff, have been responsive, friendly and helpful with a "can-do" positive attitude. They are a professional, dependable service-oriented team. Billing with Agiloft has always been very fair and transparent. The possibilities with Agiloft's system are nearly limitless. If inclined, the administrator can take on a significant amount of the maintenance and design of the system. I had no programming experience, but using the available documentation/tutorials and custom training available along with the creative ideas my implementer offered, I was able to become quite independent and save our company money while having a tailored, high performing contract system that grows with our organization's needs.

CONS: With so many possibilities for customization comes a number of decisions that need to be made. This can be time-consuming, but Agiloft offers the customer the option to make as many or as little of the design decisions as works for them. We'd much rather have the problem of too much choice than a situation where the system doesn't fit our needs enough or where the cost of having an engineer design everything in our system is prohibitively expensive. If your organization wants to handle some of the maintenance and design, there definitely can be a learning curve for the more complex aspects but also great payoff in independence and control of the direction of the system.

RECOMMENDATIONS FOR OTHER BUYERS: We had a very lengthy review process that involved intensive research. We recommend strongly considering how experienced and knowledgeable and stable the vendor is (not just who has the slickest app or tech conference booth). We also recommend noting how much the vendor listens to you during the sales process. Agiloft has been a solid industry leader since the 1990's and did not pressure or rush us to make our decision. They were patient and respectful and worked hard to understand our unique needs as a nonprofit and as a public media organization. We recommend taking time for the demos, using the free trial versions and talking to the vendors thoroughly about what is and isn't included and how they operate. We also recommend reading the PCMag review as it was comprehensive and captured what makes Agiloft different from its competitors.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Susan K.
Industry: Food & Beverages
Company size: 51-200 Employees

Agiloft is my Co-Worker

Used Daily for 2+ years
Reviewed on 3/04/2020
Review Source: Capterra

Having all the company agreements at my fingertips has been fantastic! The implementation went very smooth and we are starting to implement new features (enhancing our clause library and providing access to 3rd parties to create their own agreements).

Pros

I refer to Agiloft as my co-worker because of the time savings it provides when I've been requested to provide information on a particular agreement or co-worker, as well as the time savings in drafting and finalizing agreements by using the Clause Library and Work-flows. The ease in training is also a major plus, new users anticipate being intimidated, but after 15 short minutes, they are off and running with full capabilities to start using all the features Agiloft provides.

Cons

Understanding the relationships between tables when setting up new fields and revising user permissions can be confusing.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Ryan M.
Industry: Information Technology & Services
Company size: 51-200 Employees

Fantastic, Easy to Use, Customizable and Automated Product

Used Daily for 1+ year
Reviewed on 14/04/2020
Review Source: Capterra

Agiloft has always been quick to solve the few (if any) problems that have occurred, and they are happy to help customize the product to better align with my organization's needs. The customer support team is very reliable and clearly interested in building long-term customer relationships.

Pros

The best features of the Agiloft software are that it is automated: agreements and purchase requests are automatically routed through the approval process. In addition, the software can be customized so that once an agreement is approved, it is automatically uploaded to DocuSign and routed for signature. These features allow the legal team in my organization to handle a heavy load of contracts with a small team.

Cons

Anythings issues with the software can easily be fixed, thanks to the highly customizable nature of the platform.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Matt C.

Best software purchase I've ever made

Reviewed on 16/05/2012
Review Source: Capterra

I don't want to sound over the top, but I have nothing but good things to say about Agiloft. As a rapidly growing company we had many manual processes which needed to be automated. Having a system that fit our business model was important, and I went through a lot of tools before I settled on AG.

By far the strongest aspect of Agiloft is its ease of customization. Literally all customization is point and click, and within about 40 hours of our initial installation (which we did ourselves on our hardware), we had a system up and running which accomplished what I was unable to do with any other product.

Since the original implementation in October 2011, there has not been a week where I have not been rolling out AG into other areas of our business, to the point where we now track everything from sales leads to fixed assets, billing, and service in AG.

Our users have learned quickly, and have been happy to have a system that helps them do their jobs well.

Pros

- Ease of customization - Everything is point-and-click and easy to understand. We have not had to write any code, yet we're integrated with several other mission-critical systems within our business.
- Ease of use - Even our fairly non-technical users find AG easy to pick up, and with light training are productive immediately. I attribute some of this to the user interface, but even more of it to the fact that we are able to mold the system to our business flow and terminology, so it's already familiar.
- Performance - We have a few dozen people in and out of the system all day, and rarely have any trouble. We did install on our own server, and sized it according to AG's recommendations.
- Quality - While any software product will have minor annoyances that you would like to see fixed, there are only a few of those. We have had absolutely zero bugs that have stopped us from getting the business value out of AG that we need.
- Cost - Very reasonable per-seat fees, no upcharges.

Cons

This is not a con, but my only advice is to find a champion for the project internally who understands the business processes you're wanting to implement in AG, and who has the time to focus on the project. Don't be afraid to implement what you need, and then tweak over time as requests come in - you'll rarely get everything right in a first pass and you'll get the best feedback after a minimal process has been in the users' hands for a week or two.

Rating breakdown

Ease of Use
Customer Support

User recommendation
9.6/10
Based on 29 user ratings
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Agiloft Pricing

Agiloft Pricing

Starting from
US$65.00/month
Free Trial
Free
One Time License
Subscription
Value for money

$65 per user/month

Contact Agiloft for detailed pricing information.

$65 per user/month

Contact Agiloft for detailed pricing information.

Value for Money
4.8/5
Based on 29 user ratings
Compare value for money rating with alternatives
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Agiloft Features

Agiloft Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.8/5
Based on 29 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for Agiloft

Additional information for Agiloft

Key features of Agiloft

  • API
  • Asset management
  • Attached files
  • Audit trail
  • Automate workflows
  • Automatic backups
  • Automatic notifications
  • Barcode scanner integration
  • Business rules engine
  • Business rules wizard
  • Change management
  • Charts and reports
  • Choice lists
  • Configurable fonts, graphic images
  • Configurable interfaces
  • Configurable look & feel
  • Contract authoring
  • Custom portals
  • Customizable workflow
  • Database sorting
  • Email hyperlinks
  • Escalation rules
  • Field level permissions
  • Full text search
  • Graphical workflow
  • Group security permissions
  • IT ticketing system
  • ITIL support
  • Incident management
  • Interactive reports
  • Internal help desk
  • Knowledge base
  • Live chat
  • Mobile interface
  • Personalized home pages
  • Python & Perl scripting
  • REST API
  • Real time events
  • Record linking
  • Relationship diagrams
  • Repair tracking
  • Reports & dashboard
  • Round robin assignment
  • Scheduled report distribution
  • Table relationships
  • Web services API
  • self registration

Benefits

  • Minimize interruptions with configurable ticket assignment, advanced escalation rules, and alerts.
  • Increase accuracy and consistency with workflow automation that ensures technicians follow the correct processes.
  • Reduce expenses with a self-service portal that can be accessed 24/7 by end-users.
  • Improve productivity with Quick Edit, Drag and Drop, and Direct File Editing.
  • Measure organizational goals with charts and reports that show ticket resolution times, staff productivity, and progress towards meeting SLAs.

  • Agiloft FAQs

    Agiloft FAQs

    Below are some frequently asked questions for Agiloft.

    Q. What type of pricing plans does Agiloft offer?

    Agiloft offers the following pricing plans:

    Starting from: US$65.00/month

    Pricing model: Free, One Time License, Subscription

    Free Trial: Available

    $65 per user/month Contact Agiloft for detailed pricing information.

    Q. What are the main features of Agiloft?

    Agiloft offers the following features:

    • API
    • Asset management
    • Attached files
    • Audit trail
    • Automate workflows
    • Automatic backups
    • Automatic notifications
    • Barcode scanner integration
    • Business rules engine
    • Business rules wizard
    • Change management
    • Charts and reports
    • Choice lists
    • Configurable fonts, graphic images
    • Configurable interfaces
    • Configurable look & feel
    • Contract authoring
    • Custom portals
    • Customizable workflow
    • Database sorting
    • Email hyperlinks
    • Escalation rules
    • Field level permissions
    • Full text search
    • Graphical workflow
    • Group security permissions
    • IT ticketing system
    • ITIL support
    • Incident management
    • Interactive reports
    • Internal help desk
    • Knowledge base
    • Live chat
    • Mobile interface
    • Personalized home pages
    • Python & Perl scripting
    • REST API
    • Real time events
    • Record linking
    • Relationship diagrams
    • Repair tracking
    • Reports & dashboard
    • Round robin assignment
    • Scheduled report distribution
    • Table relationships
    • Web services API
    • self registration

    Q. Who are the typical users of Agiloft?

    Agiloft has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Agiloft support?

    Agiloft supports the following languages:

    English

    Q. What type of pricing plans does Agiloft offer?

    Agiloft has the following pricing plans:

    Free, One Time License, Subscription

    Q. Does Agiloft support mobile devices?

    We do not have any information about what devices Agiloft supports

    Q. What other apps does Agiloft integrate with?

    Agiloft integrates with the following applications:

    Adobe Document Cloud, BeyondTrust, DocuSign, LogMeIn Rescue, LogMeIn Rescue, Microsoft Azure, Okta, OneLogin, Salesforce Sales Cloud, Xero

    Q. What level of support does Agiloft offer?

    Agiloft offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials