What users are saying about
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Top Rated
240 Ratings

Freshdesk

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Top Rated
240 Ratings
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Score 8.4 out of 100
33 Ratings
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Score 8.8 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

Ivanti Service Manager

If you were a MSP looking to integrate your systems into a single system I would recommend [Ivanti Service Manager (powered by Heat)]. You really need someone who is strong with databases and integration to get the most out of the system, so either expect to pay an implementation specialist or employ your own as there is a lot of customization that needs to take place. We have had to add many custom fields and setup alerting on them to make this work for our business, but once it has been setup it was worked very well.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Ivanti Service Manager
8.6
Organize and prioritize service tickets
Freshdesk
9.0
Ivanti Service Manager
9.7
Expert directory
Freshdesk
8.4
Ivanti Service Manager
8.3
Subscription-based notifications
Freshdesk
8.4
Ivanti Service Manager
8.7
ITSM collaboration and documentation
Freshdesk
7.6
Ivanti Service Manager
8.0
Ticket creation and submission
Freshdesk
9.3
Ivanti Service Manager
Ticket response
Freshdesk
9.7
Ivanti Service Manager
Service restoration
Freshdesk
Ivanti Service Manager
7.6
Self-service tools
Freshdesk
Ivanti Service Manager
8.6
ITSM reports and dashboards
Freshdesk
Ivanti Service Manager
9.2

Self Help Community

Freshdesk
8.3
Ivanti Service Manager
External knowledge base
Freshdesk
8.7
Ivanti Service Manager
Internal knowledge base
Freshdesk
7.9
Ivanti Service Manager

Multi-Channel Help

Freshdesk
7.4
Ivanti Service Manager
Customer portal
Freshdesk
8.4
Ivanti Service Manager
IVR
Freshdesk
3.0
Ivanti Service Manager
Social integration
Freshdesk
7.6
Ivanti Service Manager
Email support
Freshdesk
9.8
Ivanti Service Manager
Help Desk CRM integration
Freshdesk
8.3
Ivanti Service Manager

ITSM asset management

Freshdesk
Ivanti Service Manager
9.1
Configuration mangement
Freshdesk
Ivanti Service Manager
9.0
Asset management dashboard
Freshdesk
Ivanti Service Manager
9.2
Policy and contract enforcement
Freshdesk
Ivanti Service Manager
9.0

Change management

Freshdesk
Ivanti Service Manager
9.0
Change requests repository
Freshdesk
Ivanti Service Manager
9.4
Change calendar
Freshdesk
Ivanti Service Manager
8.6
Service-level management
Freshdesk
Ivanti Service Manager
9.0

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

Ivanti Service Manager

  • Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
  • A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
  • There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
Anonymous | 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

Ivanti Service Manager

  • Had a little trouble sending some files remotely a few times, but it could have been on our end.
  • The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
  • We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.
Calvin Tracy | 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

Ivanti Service Manager

Ivanti Service Manager 10.0
Based on 2 answers
We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
Anonymous | TrustRadius Reviewer

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

Ivanti Service Manager

Ivanti Service Manager 9.0
Based on 4 answers
There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
Anonymous | TrustRadius Reviewer

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

Ivanti Service Manager

Ivanti Service Manager 9.2
Based on 6 answers
Ivanti Support does a reasonably good job at support but lacks hands-on consulting expertise and ability to raise enhancement requests. Ivanti outsources all their project to business partners, so experience will vary. Working directly with an experience ISM Consulting company like a19 consulting overcomes many obstacles and hurdles faced with business partners
Gregor Anton | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Ivanti Service Manager

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

Ivanti Service Manager

During our RFP and RFI, we were able to review Ivanti Service Manager (powered by Heat) against other companies to see the capabilities and cost structure they offered. Hands down, Ivanti Service Manager (powered by Heat) was an overwhelming success. Having the ability to use a model that is more like a retail company allowed us to expand to what is best for us.
Anonymous | 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

Ivanti Service Manager

  • In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
  • In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
Cameron Council | TrustRadius Reviewer

Screenshots

Ivanti Service Manager

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.

Ivanti Service Manager

General

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

Ivanti Service Manager Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Ivanti Service Manager
8.8

Likelihood to Renew

Freshdesk
10.0
Ivanti Service Manager
10.0

Usability

Freshdesk
8.8
Ivanti Service Manager
9.0

Support Rating

Freshdesk
9.1
Ivanti Service Manager
9.2

Implementation Rating

Freshdesk
10.0
Ivanti Service Manager

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