Agiloft Service Desk Suite vs SolarWinds Web Help Desk comparison

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.

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.