Agiloft Service Desk Suite and SolarWinds Web Help Desk compete in service management solutions. Agiloft excels in customization and integration, while SolarWinds offers a robust feature set, possibly justifying a higher investment for enhanced functionality.
Features: Agiloft Service Desk Suite offers adaptability, workflow automation, and extensive customization, ensuring seamless system integration. SolarWinds Web Help Desk specializes in asset management, ticketing efficiency, and automation in routing and escalation processes. Agiloft focuses on flexibility, whereas SolarWinds prioritizes comprehensive management tools.
Ease of Deployment and Customer Service: Agiloft provides a streamlined deployment process with strong support to facilitate quick adoption. SolarWinds offers excellent technical assistance but requires a more complex initial setup due to its extensive features. Agiloft supports quicker deployment, while SolarWinds provides detailed guidance with a more involved setup.
Pricing and ROI: Agiloft Service Desk Suite offers competitive pricing aligned with high adaptability and potential ROI through reduced operational complexity. SolarWinds Web Help Desk involves higher upfront costs but promises substantial ROI through enhanced productivity and resource management. Agiloft presents cost-effective solutions for various needs, while SolarWinds targets organizations willing to invest more initially for long-term efficiency.
| Product | Mindshare (%) |
|---|---|
| SolarWinds Web Help Desk | 1.1% |
| Agiloft Service Desk Suite | 0.6% |
| Other | 98.3% |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 1 |
| Large Enterprise | 3 |
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
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
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