Agiloft Features

Agiloft

Helpdesk solution

4.83/5 (27 reviews)

Agiloft Feature Summary

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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (185 other apps)
Activity Dashboard (92 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (62 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

Agiloft Feature Reviews

25 reviewers had the following to say about Agiloft's features:

Carly Cockman

We utilize this unique tool to manage requisitions, approvals, and contractor ticketing.

2017-07-12

Pros

Agiloft is very user friendly and has tremendous flexibility for you to customize your Knowledge Base and develop workflows to automate mundane tasks, eliminate human error, integrate with other software tools, and increase end user satisfaction.

Cons

We have a history of quick but unhelpful responses from customer support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Brian Pollock

DCG Systems Experience

2012-04-05

I would recommend Agiloft to anyone needing a fully customizable CRM with a focus on customer relations.

Pros

Easily Customizable to our business needs.

Cons

As a company that tracks equipment MTBF, availability and MTTR, the Graphics and Graphing packages lack the ability to do some of the hings we would like. Still need to import some data into excel for post processing.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Kelsie Marie

Agiloft is perfect for designing business processes

2019-08-25

The management of electronic signatures is one of the biggest strengths of agiloft, so its use is highly recommended to handle virtual documents.

Pros

It is quite good to work with business process mapping, which can be designed and modeled completely from scratch.

Cons

It does not have a good virtual assistant, nor enough workflow management tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Mike Miller

Process Modeling Tool

2012-04-09

If you are serious about process documentation and governance and are looking for a flexible tool that literally will run itself, look no further. Agiloft is a platform for business productivity.

Pros

Whether you are looking for a ticket system, a documentation management system and/or a procurement system, Agiloft can help you with one or a combination of all three -- really any business process can be supported by Agiloft.

Cons

We have no real complaints about Agiloft.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Max Henrion

Agiloft

2010-02-28

We thoroughly recommend it to any organization that wants to create a CRM system, issue tracker, workflow management, project tracker, or similar application.

Pros

There's nothing else out there that we've found that even approaches its customizability for rapidly creating a system tailored to our exact needs.

Cons

It used sometimes to have slow response, but those problems have gone away in recent releases.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Philip LeMaster

Agiloft, the software that keeps on giving!

2013-08-02

Almost everything flows thru Agiloft from Customers, Contacts, Support Tickets, Billing, Announcements, Email Marketing, Prospects, Opportunities, Quotes, Projects, Tasks, Software Licenses, Products and etc.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Blake Grandstaff

We use it for Contract Management, and it works Great!

2018-02-21

We are automatically notified when a contract needs our attention.

Pros

We use the Contract Management aspect of the software, which is new to our company.

Cons

Because the software is so customization, it can be difficult to make any changes on your own. Support is typically needed, when making changes to the program.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Gregory Pinto

EW Adapts to our needs as we grow

2012-04-05

Initially started out as a ticketing system for our support team is now being used through out company to streamline all workflows and processes.

Pros

Ease of Configuration Expandability Endless Not much you can't do with it We don't have to conform to it, it conform to us Great Support provide by knowledgable & friendly staff Roadmap of product is clearly defined and is alway moving product in right direction

Cons

Many ways to accomplish a goal, that it can be hard sometimes to determine best way

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
John Bray

This product has been everything we needed from it since it was purchased.

2017-07-06

An automated electronic service desk ticketing and tracking system.

Pros

We have been able to adjust this product to our specific needs. Easy to make changes whenever you need to and if you can't remember how to make the change(s), Agiloft Developers are always available to assist.

Cons

This is usually resolved after additional questions/emails/phone calls.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Elvarina Hatcher

When it comes to Contract Management... very MODERN, for today's technology and use of software.

2018-01-09

Ease of use and accommodations for the purpose it serves.

Pros

Agiloft stays updated with today's technology and marketing trends in order to bring its customers the latest in Contract Management and other software services.

Cons

There are certain things that has to be done in order for it to function properly with other internet sources such as Firefox and Chrome, but once you make those accommodations everything works just fine.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Alan Kurk

It's Perfect and It works

2012-04-08

If you're looking for a low cost help desk out of the box with great scaling capabilities and want to simply define workflows with GUI and easy to build rules.

Pros

Nice built in full backup feature with tiered backup scheduling capabiltiies.

Cons

Could use a nicer GUI on the end user side to save time in implementation... but what it comes with is great nonetheless.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Eric Novikoff

A unique and flexible platform for automating your business

2013-07-30

Cons: Lack of accounting and billing packages/features means we have to interface to other tools when we like this one better!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
John Cocchi

Chester County Department of Emergency Services

2013-07-31

The system was designed to track assets and provide a ticketing system for generating work orders for repair and maintenance of our assets.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Jamie Chestnutt

I have appreciated the amazing customer support we have received

2017-07-13

Pros

We have a growing agency and our needs change frequently. I appreciate that Agiloft can be built to accommodate our needs.

Cons

I do not like that when replying to an email out of Agiloft the email chain is not included in the message. This is something that we have to do, so adding this would be a big benefit.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Don Ruxton

A very flexible application for handling workflows

2013-08-08

All types of technical abuse complaints (copyright issues and other types of inappropriate usage) 6. Surveys about the follow-through of the staff to requests entered into the system We have about one and a half FTE's to handle issues and to perform any updates, modifications or new additions.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Kathi Thomas

Good Customer Service Goes a Long Way

2015-07-02

Pros

When I first started setting up our CRM system, if I ran into any stumbling blocks or had any questions I would just send off an email and I would almost immediately have someone answer my question or via email or if it was something complicated to explain, we would get on a video conference and they would show me step by step what I should do.

Cons

Usually I could figure things out for myself, but sometimes I would have to seek additional help for Agiloft customer support.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Agiloft

My advice is to read reviews online. That's what I did! Some of the bigger companies sound great but then you find they are way overpriced or there are a lot of reviews online about how lousy their customer support is. Good customer support was very important to me. I have bought software applications in the past and if you fun into problems with it, it is practically impossible to reach a live person in their customer support. When I started my search for another CRM system for our company, I read lots of reviews on line. Agiloft stood out because there was always high praise for their customer service. That is what made me decide to go with Agiloft and I found the high praise for their customer service was indeed warranted. They have never let me down yet!

Source: Software Advice
1 of 1 people found this review helpful
Helpful?   Yes   No
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Eric Novikoff

Versatile system offering easy and quick customization

2015-07-06

Pros

The overriding advantages of Agiloft's product/company: 1) It can be customized to do almost anything with almost no programming, and quickly: truly a system designed for users to modify.

Cons

1) The user interface is dated looking.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

8/10

Recommendations to others considering Agiloft

Be sure that the system can meet your functionality requirements by doing a test implementation. This will also show you the difficulty of doing an implementation.

Source: Software Advice
Helpful?   Yes   No
Read more
Matt Clark

Best software purchase I've ever made

2012-05-16

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

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.

Cons

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
Source: Capterra
Helpful?   Yes   No
Read more
Loretta Wadlington

This is a great software for contracts! It is something our organization has needed for years!

2017-07-13

Pros

Accurately keeping track of all contracts and the notifications as to when the contracts are up for renewal/termination.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Yvonne Stephenson

Works, but a little difficult

2018-08-21

Pros

I also like that this saves all of my service requests in it, thus I don’t have to bog down my limited email space.

Cons

Also, I hate that I can’t loop in other email recipents.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Cindi K

Highly customizable and affordable system with excellent customer service

2017-03-03

They were patient and respectful and worked hard to understand our unique needs as a nonprofit and as a public media organization.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Matt Gibson

The best event mgmnt enterprise software on the market!

2018-08-16

We are keeping track of the details and who provides the solution. our productivity has increased 3 hundred fold the first 1.5 years.

Pros

Customization and entry cost. The way it helps us keep track of events. Tasks and projects and the surrounding data associated with the events.

Cons

We needed help making the customization. the support docs for this function were hard to understand and make work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Philip LeMaster

An Enterprise CRM Solution that's up to the Challenge!

2015-07-02

Pros

Agiloft is without question the easiest CRM solution to setup, customize, and deploy.

Cons

Someone will always find something they don't like about anything. I would prefer to say that I have been using Agiloft for so long that it currently meets all of our needs and I have had not had any issues. The product just works.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Agiloft

Agiloft gives you the ability to download the software and take if for a spin. I would highly recommend that's what you do. If you want to go to the next level and purchase the software and if for some reason your not satisfied you have a 100% unconditional guarantee.

Source: Software Advice
1 of 1 people found this review helpful
Helpful?   Yes   No
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Chris Carroll

Review of Agiloft for 101 Telco Solutions, Inc.

2013-07-31

The customer support is second to none when we have a need to modify or simply ask a question.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
James Pool

Agile Agiloft

2015-07-01

Pros

This program is very easy to use once you get it set up.

Cons

Some of it can be very confusing to someone who doesn't understand business flow.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Agiloft

Make sure that you have a complete understanding of what you want to do before going in to this because the program is so granular.

Source: Software Advice
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more