Anything you want
Agiloft to do, it can do.

– Suzy Berman, Metrico Wireless

This page provides information about Agiloft's features. We recommend viewing demos and tutorials for additional information. The Full Administrator Manual also provides detailed instructions regarding the use of Agiloft features.



Tables and Fields

Database Schema

Agiloft adapts to meet the individual needs of your company without custom coding. Tables, fields, and relationships can be configured using your browser.

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Fields from External Database

Configurable Tables and Forms

Create tables and web forms with reports, charts, escalation rules, configurable fields, and workflows, using just your browser.

Read more

Configurable tables

You can create a task management webform like this one in just 25 minutes.

Configurable Forms

Configurable Data Fields

Add, remove, or modify fields as you like, without interrupting production use.

Read more

Configurable date_fields

Field Types

Accurately capture and manage your data with Agiloft's full range of data types.

Read more

Configurable field types

Drag and Drop Layouts

Use our drag and drop editor to design custom layouts in minutes.

Read more

Drag&drop

Multi-Tab Input Forms

Organize tabs to create a clear and intuitive interface.

Read more

Mutli-tab input forms

Choice Lists

Manage both built-in and made-to-order choice tables with our point and click interface.

Read more

Configurable choice tables

Table Relationships

Structure relationships between tables to model the reality of your business architecture.

Read more

Configurable tables

Working with Records

Staff Homepage

Increase user efficiency with individualized home pages that include records, searches, charts, reports, and more.

Read more

Mass Edit

Data Views

Personalize views to show essential information without clutter.

Read more

Configurable date_fields

Change the view with one click.

Read more

Configurable Date Fields

Highlight critical records with icon notifications and row coloring.

Read more

Configurable date_fields

Edit Multiple Records

Use the mass edit feature to efficiently update several related records at once.

Read more

Mass Edit

One Click to Save and Open the Next Record

Use the Save and Next button to move smoothly from one ticket to the next or Save and New to open a new ticket.

SLA

Attached Files

Attach files to a record by email or web.

Read more

Attached Files

HTML Editor

Create rich and personalized content with our integrated HTML editor.

HTML Editor

Linking Records

Link related records to manage them as a group.

Read more

Linked Tickets

Hyperlinks

Enter text in URL form and Agiloft will automatically convert it into a working hyperlink.

Automatic Hotlinks

Standard Solutions   

Streamline your customer support process by converting answers to frequently asked questions into standard solutions.

Searching for Standard Solutions

Technicians can save time by copying solutions directly into customer tickets.

Standard Solutions ready to insert

ITIL Support

Adopt ITIL painlessly with Agiloft's pre-configured ITIL solution. Because Agiloft includes built-in structures and automation necessary for ITIL best practices, you can go live with minimal configuration and no need for custom coding.

ITIL


File Management

Attached Document Revision Control

Use our redlining feature to compare document versions and create full audit trails of edits.

Read more

document revision


File Check-in and Check-out

Facilitate collaborative work with our file check-in/out feature, which ensures all collaborators have access to the most current version of joint project files.

Read more

Checkin-checkout-example


Full Text File Searching

Quickly find information within attached documents with full text searching functionality.

Read more

Full Text File Searching


Powerful Searching   

Full Text Search

Instantly find information in the database or attached files with our full text search engine.

Read more

Simple Text Search


Complex Database Searches

Define advanced searches and complex logic in minutes using just a browser.

Read more

Powerful Boolean Search


Database Sorting

Sort search results using any combination of fields in the searched records. Rearrange record order by clicking on column headings in the search view.

Search and Sort


Saved Searches

Name your saved searches for reuse and efficiency.

Saving a Database Search

Access saved searches from the drop-down whenever you need them.

Read more

Accessing a Saved Search


Run-time searches for reporting

Limit the number of reports you maintain by using run-time search filters. For example, you can report on recent repair requests and limit the problem type to hard drive issues.

Custom date_fields


Charts and Reports   

Graphical Charts

Analyze the data most relevant to you with our robust charts and reports functionality. Review your company's profitability, productivity, and efficiency at a glance.

Graphical Charts

Graphical Charts

Organize information efficiently by choosing from a variety of chart types.

Read more

Chart Wizard


Dashboards  

Arrange and re-arrange charts from multiple tables on your dashboard with our drag and drop interface.

Read more

Defining Graphical Charts

Click on charts to drill down into the report data.

Raw Chart Data


Trend Charts and Reports

Trend analysis charts and reports reveal progress and business insights via graphical trajectories, allowing you to see how strategic decisions have impacted your business.

Read more

Trend Charts


Interactive Reports

Create and save useful reports for periodic review.

Read more

Interactive Reports


Scheduled Report Distribution

Publish reports, charts, and dashboards on a set schedule. Automatically email reports to keep staff informed.

Scheduled Reports


E-mail, Chat, SMS

Read more

Email Integration    View Service Desk Demo

Retrieve email from multiple accounts, protected with full SSL security, to generate records and confirmation receipts in plain text or HTML.

Read more

Incoming Email Configuration

This is an example of an automatic confirmation message sent after submission of a repair request.

Resulting Email


Outgoing Email Integration

Simplify cumbersome email tasks by drafting messages with variables. In the example to the right, the user's name is represented by "$end_user_name".

Outgoing Email


Email Alerts and Escalation

Managers can stay on top of critical cases with automatic notifications and escalation rules tailored to your business protocols.

Alert your staff automatically when records are assigned or tasks are overdue.

Automatic Escalation


Email Hyperlinks    View Service Desk Demo

Send customers links to update records using email hyperlinks automatically generated by workflow rules.

Read more

Email Hotlinks

Configure links to perform actions in a record, such as setting the status of an Approval field to Yes, and then directing the user to a URL.

Email Hotlinks


Chat Integration

Use the Agiloft chat feature to connect with customers and offer instant, cost-effective support.

Read more

Chat Interface


Broadcast Messaging

Send broadcast messages to specific users or teams in real time.

Instant Messaging


SMS integration

Send SMS alerts and messages directly from the system.


Auditability   

Activity Logs and Reports

Track, record, and review any user activity with graphical charts, HTML reports, and Excel spreadsheets.

Read more

Activity Log Setup


Audit Trail and History

Use Agiloft's history engine to create a fine-grained audit trail and a complete history of record changes for automatic compliance with regulatory requirements.

Ticket History


Automation

Graphical Workflow  

Control and process your data with agile workflows that let you model and manage your business.

Reduce administrative load and increase information flow transparency with automated email notifications, data updates, and flexible reassignment.

Read more

Sample Workflows


Business Rules Engine

Design and deploy rules to automate background processes and send progress notifications.

Read more

Business Rules


Business Rules Wizard

Quickly define business rules with Agiloft's wizard-driven interface.

Business Rules

Trigger rules with real-time events, periodic intervals, or any combination of conditions.

Business Rules

Business rules are integrated with the user interface, API, and email for dynamic, multi-system power and flexibility.

Business Rules

Running a global business? Our rules are location and time zone sensitive.

Business Rules

Eliminate human error by using business rules to run critical automation, including periodic data updates and notifications. Rules can interact with and update external database systems, preventing data from slipping through the cracks.

Business Rules


Ensure that agreements are met

Configure alerts and escalations to let your staff know when SLA terms have or have not been met.

SLA

Review response time performance at a glance with charts, or drill down into the data with reports and History.


Round Robin Assignment

Distribute work fairly with automatic round robin assignment.

SLA


Automatic Backups

Rest easy knowing that our built-in backup utility preserves your data in the event of disk failures.

Read more

Automatic Backup


Multi-language Support

Take advantage of our multilingual support to communicate worldwide. Translate system messages, field labels, and instructions to communicate with customers around the globe.

Read more

Multi-language

Multi-language


Precise Access Control

Single Sign-On

Simplify and secure the login process with tools like LDAP, OAuth, and SAML 2.0.

Read more

Single Sign On


Self Registration

Let users self-register to lighten the load of your IT staff.

Or, maintain control of user registration by disabling this feature.

Read more

Self Registration


Password Configuration

Configure password security requirements as you see fit.

Read more

Password Configuration


Record Level Permissions

Fine tune group permissions all the way down to specific record data. Sophisticated SQL-based permissions means users only see the records they should.

Read more

Record Level Permissions


Field Level Permissions

For truly precise control, limit access to individual fields within records. For example, you can let group members view fields in all records, but only edit fields in records they own.

Read more

Field Level Permissions


Group Security Permissions

Define access to records, fields, and menu items like mass edit, import, and export.

Read more

Menu Permissions

You can create as many groups as you like or use our default groups, which include admin, staff, and end user groups.

Need to comply with rigorous privacy standards like HIPAA? Leverage our strict permission structures and deploy data encryption for maximum privacy protection.

User Groups


Custom Look & Feel

Configurable Look and Feel

Change interface colors, fonts, and images in the Look and Feel wizard, without writing a line of code.

Read more

Custom templates


Configurable Fonts

Choose fonts and colors to match your company website.

Read more

Custom fonts


Configurable Graphic Images

Add any image to our graphics library to change icons, logos, and more.

Read more

Custom graphic images


Configurable Interfaces

Web Interface for End Users

Allow end users to submit requests, view FAQs, and upload or download files from a branded portal.

User Interface

Use our dynamic GUI to adjust logins and greet your most important customers with their own company logo and branding.

Read more

User Interface


Web Interface for Administrators

Manage essential business processes in our web interface for admins.

Read more

Staff Interface


Web Interface for Staff

Maximize staff user productivity with an interface that makes it easy to identify assigned records and respond to issues.

Read more

Staff Interface


Mobile Interface

Solve problems on the go with Agiloft's mobile interface. All Android and Apple devices are supported, and the mobile-friendly interface is ADA compliant.

Read more

Custom date_fields


Pre-built Integrations

Systems Integration

Take advantage of our pre-built integrations for standard systems like Microsoft Exchange, Outlook, Excel and LDAP. (See our integration page for details).

Read more

Use custom scripts to integrate your existing systems with Agiloft, or allow our Professional Services team to do it for you.

Read more


LDAP/MS Active Directory Integration

Eliminate the overhead of maintaining user accounts on multiple servers with LDAP or Active Directory and configurable attribute mapping.

Read more

LDAP Integration


OAuth 2

Use OAuth authentication to integrate with a wide variety of systems and provide single sign-on to your users.

Read more


SAML 2

Automatically sync between Agiloft and a SAML server by updating user attributes with data from the SAML server during login.

Read more


Import / Export

Import and export data files in ASCII, XML, Excel or other public or proprietary formats, at regular or discrete intervals.

Read more

Import-Export First Screen


Microsoft Exchange Integration

Sync calendars, emails, important files, and more with our out-of-the-box integrations for file directories, Microsoft Exchange, and Excel.

Custom date_fields


Salesforce Integration

Use bi-directional or one-way sync with Salesforce to synchronize contacts, companies, opportunities, and other record types.

Read more


Outlook and iCalendar Integration

Easily coordinate your Agiloft calendar with other applications from Google, Microsoft, Apple, and more.

Read more

Custom date_fields


Adobe Sign Integration

Pre-built Adobe Sign integration, coupled with simple per-envelope pricing, provides a seamless e-signature experience.


DocuSign Integration

DocuSign provides an alternate legally enforceable e-signature capability, used by millions of users.

Read more


Installation and Upgrades

Installation Time

Download Agiloft directly from our website and let us tailor it to your precise needs it in just a few weeks.

Read more

Upgrades

Upgrade and automatically create a full backup of the knowledgebase with just a few clicks.


Contract Management (* Included with CLM Edition)


OCR

Automatically convert image files such a .jpg, .png and .pdf into fully searchable documents while retaining the original image.

Read more

Automatic OCR

PDF / Word Print Templates

Word and PDF templates allow users to arrange record data into printable, distributable formats that can be attached to records or emailed to stakeholders.

Read more

PDF/Word Print Templates

Word Template Example


Automated Contract Authoring

Create a complete contract with one click. Seamlessly place dates, fields, and formulas into a document without using ActiveX or client-side software.

Read more


Custom Portals (* Included with Unlimited Edition)

The unlimited edition includes unlimited end-user access to portals that are custom configured and branded for groups such as your customers, vendors and partners.

Configurable Interface

Build end user portals and custom interfaces using tools like Dreamweaver or CoffeeCup and insert Agiloft's macros to display dynamic elements like forms, tables, and status messages.

Read more

Configurable Interface


Multiple Brandings

Greet customers from different companies with interfaces specially branded to match each company's corporate standards.

Custom templates

Create a new look in just a few minutes.

Custom templates


Interactive FAQs

Give staff or customers answers to common questions with the fully integrated FAQ interface.

Read more

FAQ Interface


APIs (* Included with Enterprise Edition)

Python Scripting

Prebuilt Python integration makes it easy to deploy specialized business logic when relevant records are created or modified.

Read more


Perl Scripting

Prebuilt Perl integration makes it easy to deploy specialized business logic when relevant records are created or modified.

Read more


Web Services API

Need advanced server-side scripting or batch processing? Agiloft supports a full web services API.

Read more

Web Services API


REST API

Want a simpler way to interact with external systems like user forms, Javascript, or AJAX? Use REST for the essential CRUDS operations: Create, Read, Update, Delete, Select.

Read more