Marg Agiloft

Agiloft is very customizable. This is both a good and a bad thing-- you can mold it to what you want, but that also adds additional complexity.

You can use a custom portal integration and users would never know they are utilizing the software. All they see is your customized portal with your brand.

Can be a very robust application, but seems to be best suited for a larger environment.

Perhaps it is how we have it setup, but I find the interface a bit clunky and difficult to maneuver and find what I need.

Sometimes the responsiveness is slow, but that may be a resource constraint on the VMs that the application is running on.

A very flexible platform that can be molded to suit your needs.

That being said, smaller organizations may not be a good fit for this software unless you have staff or budget available to help customize the platform.

As always, ensuring that you know what your business needs are before you implement will help you make your implementation of this or any other software successful.

Does well with tracking all of our customer issues. We have developed a front-end portal that allows customers to create new issues without directly needing to login to Agiloft.

This allows us to ensure we are meeting customer expectations and SLAs for issues that they submit to our service desk. Our BI team can create multiple reports that allow them to spot trends and ensure tickets are worked to completion.

It has a lot of tools for use for a variety of purposes.

We had some server down issues during our use.

Customer Support, Customer Professional services

ability to create tickets and assign them to support techs.

Search functionality. The search is not very friendly. Even though I will be searching the correct person's name, company and/or subject line of the ticket, the search field does not return anything related.

Ability to manage support cases.

Agiloft takes product quality seriously. If you uncover an issue, they are responsive and will give the fix high priority.

Some UI components could be improved, but I understand this is on the near-term roadmap.

We manage customer support cases with the software.

Agiloft is a very powerful platform that allows us to have custom automated workflows, access read/write restrictions, and design external custom interfaces with third party vendors.

The platform is powerful if you understand your way around the system. It took a bit of time to get up to speed to use, and we had to use their internal consultant system to understand how to do some custom integrations.

Consider the setup time required and budget for additional hours of extra consultant hours to build up the system.

We are using agiloft to increase workflow efficiency and reduce turnaround times.