Agiloft Service Desk Suite and Hornbill Systems Supportworks compete in the IT service management space. Hornbill appears to have the upper hand due to its seamless integration capabilities and comprehensive feature set.
Features: Agiloft is known for its extensive configurability, scalable architecture, and features like contract management, workflow automation, and customizable modules. Hornbill is favored for its efficient ITIL-aligned processes, out-of-the-box integrations, and comprehensive set of IT service management features.
Ease of Deployment and Customer Service: Both products offer efficient deployment models. Agiloft provides flexibility and minimal disruption during setup, with robust customer support. Hornbill emphasizes a cloud-first deployment with quick start-up times and strong ongoing customer service aided by intuitive support processes.
Pricing and ROI: Agiloft has an appealing cost structure with lower setup costs, offering long-term ROI due to its scalability. Hornbill requires a higher initial investment, yet the advanced features and efficiency gains deliver compelling ROI through enhanced performance and operational efficiencies.
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
Get more information | Try it now | Request a demo
What Makes Us Different
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
