What users are saying about
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Top Rated
237 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
17 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

iMIS Engagement Management System

iMIS is great for membership associations who need one place. I love their contact database, I just wish we could pull reports easily from their system and publishing would not freeze when making changes to our website. Everything that does work correctly is really easy to set up.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
iMIS Engagement Management System
Organize and prioritize service tickets
Freshdesk
9.0
iMIS Engagement Management System
Expert directory
Freshdesk
8.4
iMIS Engagement Management System
Subscription-based notifications
Freshdesk
8.4
iMIS Engagement Management System
ITSM collaboration and documentation
Freshdesk
7.6
iMIS Engagement Management System
Ticket creation and submission
Freshdesk
9.3
iMIS Engagement Management System
Ticket response
Freshdesk
9.7
iMIS Engagement Management System

Self Help Community

Freshdesk
8.3
iMIS Engagement Management System
External knowledge base
Freshdesk
8.7
iMIS Engagement Management System
Internal knowledge base
Freshdesk
7.9
iMIS Engagement Management System

Multi-Channel Help

Freshdesk
7.4
iMIS Engagement Management System
Customer portal
Freshdesk
8.4
iMIS Engagement Management System
IVR
Freshdesk
3.0
iMIS Engagement Management System
Social integration
Freshdesk
7.6
iMIS Engagement Management System
Email support
Freshdesk
9.8
iMIS Engagement Management System
Help Desk CRM integration
Freshdesk
8.3
iMIS Engagement Management System

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

iMIS Engagement Management System

  • Flexibility and Customization: iMIS is like a tailored suit. We track all kinds of information and it gives us the ability to customize our screens, add custom fields, and build out the navigation to mirror actual data processing and workflows.
  • API: iMIS is like a box of legos. Not only do you get what’s pictured on the box, but the API gives us the ability to adapt it, add new bricks (custom apps), and extend it beyond its original design. We have created several new modules that solved our Gap Analysis identified during our product evaluation process.
  • Great Support: Our relationship with ASI like a good marriage. They provide great support and they listen to their customers. Their product team also does sprint reviews and invites customers to participate and have a voice in the product road map.
David Drinnon | TrustRadius Reviewer

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

iMIS Engagement Management System

  • The iMIS integration process could use some improvement. Integrating iMIS with 3rd party applications can be challenging. This is an area where my company, Organized Bits, is working to help the community. We have built an integration platform solves this problem.
Eddie Brady | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

iMIS Engagement Management System

No score
No answers yet
No answers on this topic

Usability

Freshdesk

Freshdesk 8.8
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

iMIS Engagement Management System

No score
No answers yet
No answers on this topic

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

iMIS Engagement Management System

No score
No answers yet
No answers on this topic

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

iMIS Engagement Management System

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

iMIS Engagement Management System

As a fundraising professional, I would highly recommend Raiser's Edge and Advance 9.8 over iMIS as true donor databases.
Sterlicia Rodney | TrustRadius Reviewer

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

iMIS Engagement Management System

  • Ability to keep track of membership
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

iMIS Engagement Management System

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

iMIS Engagement Management System Editions & Modules

Additional Pricing Details
Contact for Quote

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
iMIS Engagement Management System
7.0

Likelihood to Renew

Freshdesk
10.0
iMIS Engagement Management System

Usability

Freshdesk
8.8
iMIS Engagement Management System

Support Rating

Freshdesk
9.1
iMIS Engagement Management System

Implementation Rating

Freshdesk
10.0
iMIS Engagement Management System

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