Agiloft Service Desk (discontinued) vs. Helpjuice

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.

After a lengthy process to replace our hard-coded HTML knowledge base, we reviewed many possible replacements. Still, Helpjuice proved to be the most affordable, but also provided the most features. The onboarding process was easy and they helped us import and format our existing knowledge base into Helpjuice articles. It provides an easy-to-use and professional-looking CMS that enables us to offer more types of self-help content to our growing user base.

Incentivized

• Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
• Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
• Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
• Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.

• In app support folks are responsive
• It looks nice and professional from the front end
• The ability to get feedback on your content from readers

• They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
• I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.

• Need to write some exact words or problems
• Need to add more details in some area
• Can improve its UI UX

Incentivized

We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.

For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.

HelpJuice is really amazing as a starter knowledge base vendor. They have great customer service and the ability to customize your website is endless. However, it is difficult to scale up.

Incentivized

We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.

Agiloft's singular advantage is its ease of customization that allows you to capture automation requirements right at the point of use. We knew our company would always be developing new requirements for its customer-facing processes and any tool that made customization difficult was an inferior choice for us. Other vendors offered similar levels of customization, but when we dug deeper, Agiloft was the only one that delivered it. Our management team came from the IT and development side of NetSuite and we have used it to manage our business almost since inception. However, its support, marketing, and sales functionality was too difficult to modify and built to meet too broad a set of requirements, so we could never get full adoption or utilization, and it stood in the way of delivering the service levels we needed to provide our customers. We still use NetSuite for back-of-the-house financial functions which don't need that level of customization, but for everything else, the way forward has led us to choose Agiloft.

Prior to using Helpjuice, I was using Microsoft Publisher to create all the training materials and manuals for multiple divisions within my company. It was awful. It would lag whenever I opened larger manuals, it operated like software from the late 90s, it was not intuitive, from a design perspective, and after migrating to a MacBook Pro as my work computer, I discovered that the program was NEVER created for Mac OS, requiring me to run Windows on my MacBook whenever I had to update any procedures that hadn’t yet migrated to Helpjuice. What a nightmare.

Incentivized

• Helps us organize tasks and projects and the data associated with each project
• Helps us organize our resources to meet the demand of issues and events
• This has helped us keep moving forward during times we otherwise would have pulled back.
• Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..

• Thus far the product has helped us get historical knowledge down for others to share in.
• We are seeing questions from new hires reduce as they are able to refer to the wiki as we continue to build it.
• We are using this as an internal FOCUS goal for all employees and thus far they are hitting the 30-minutes per week metric.

Incentivized