ReplacesZendeskFreshdeskHalo Service Desk
Helpdesk
vs the generic IT-style helpdesk
An omnichannel front door — portal, email, public QR and client-CAFM connectors — where a ticket becomes a cert-aware work order, not a dead-end conversation. SLA clocks pause on hold, AI drafts replies grounded only in your knowledge base, and CSAT closes the loop.
Why it wins
- Omnichannel intake — portal, email, public QR and client-CAFM — into one governed queue
- A ticket becomes a cert-aware, SLA-clocked work order — FM-native, not a generic ticket
- SLA with on-hold pause; AI draft replies grounded only in your published knowledge base
- UK data residency, hash-chain audit and row-level tenant isolation by default
How it compares
Measured on publicly available data against the named market leader(s) it replaces. Every row links its source.
| IMAISA | The market leader | |
|---|---|---|
| FM-native | A ticket becomes a cert-aware, SLA-clocked work order in the same platform | A general service desk; no FM work-order or cert-aware dispatch built insource for the FM-native comparison |
| AI grounding | AI drafts replies grounded only in your published KB — it will not invent policy | AI reply assist; grounding and anti-hallucination guarantees not publishedsource for the AI grounding comparison |
| Data residency | UK eu-west-2 (London) by default | Global cloud regions; UK-default residency not committed on standard planssource for the Data residency comparison |
Engineered across 9 architecture decision records (0130, 0232–0239) — a deliberately-built module, not a checkbox.