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When you click the Dashboards option, by default you get a text-based page with a list of all records in the current table. Javascript-driven interactive charts change views on the fly, while responsive layout features automatically adapt to any size screen.Īgiloft defines a dashboard as a collection of reports taken from any table in a single view. The latest release of Agiloft Service Desk offers a complete dashboard redesign aimed at power users with tile-based layouts, color coded numerical widgets, dashboard filters, and more. Like many other helpdesk products, Agiloft Service Desk uses a triage approach to assigning new service requests, plus the concept of groups to enable next-available-agent processing. An example here might be a new feature request that could simultaneously be sent to the programming and management teams. New input methods, such as customized email addresses, require a bit of effort to configure, but once set up they can be reused to drive multiple processes.
This tool makes it possible to build complex, decision-tree workflows, which operate based on a variety of inputs. The web-based workflow editor has been updated and no longer requires Java. Agiloft Service Desk offers a self-registration method for new users and supports an unlimited number of user accounts. The most common method for entering a new ticket is to log into the customer-facing portal.
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The platform can also convert PDF documents to Microsoft Word format and allows concurrent editing of Word and Excel documents for enhanced collaboration.Īgiloft offers several ways to create a new service ticket, including providing a block of HTML code you can incorporate on your company website. A new AI-based metadata extraction feature pulls information from PDF files and scanned images to reduce the amount of time spent creating new records from existing documents. New FeaturesĮnhancements abound in the latest version of Agiloft Service Desk.
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This is different than most competitors, which typically provide a full list of features at the middle tier of service and then offer additional or specialized functionality at the highest tier.
It's important to note here that you must go straight to the Enterprise edition to get all of the features listed in our roundup table. (Opens in a new window) Read Our Teamwork Desk Review The company also offers floating licenses, which let you provision multiple simultaneous users without restricting them by name.
Beyond the free tier, Agiloft offers Professional, Professional Unlimited, and Enterprise versions for $45, $65, and $75 per user per month, respectively. The company's website offers a comparison and pricing table to help you determine which edition is right for you. Pricing and TiersĪgiloft offers a free version for up to five users, but it doesn't include many of the features from our roundup's features table. The flexibility is there, however, to tweak the UI should you choose to do so-or to go well beyond basic help desk functionality, with everything you might need to implement Information Technology Infrastructure Library (ITIL) best practices.
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To be fair, while some of the customization in Agiloft Service Desk uses HTML, you don't have to know how to build webpages from scratch to make changes. Since 1982, PCMag has tested and rated thousands of products to help you make better buying decisions. ( Read our editorial mission (Opens in a new window) & see how we test everything we review (Opens in a new window).)
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