Compare Freshdesk vs. SolarWinds Web Help Desk

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
447,718 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The organization that is possible with other departments is the solution's most valuable aspect."

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"The most valuable feature of this solution is the assets management module.""It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users."

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"This solution needs to have mobile application support added.""The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

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Pricing and Cost Advice
Information Not Available
"They charge by the technician. It costs $117 per technician per year."

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Questions from the Community
Top Answer: The organization that is possible with other departments is the solution's most valuable aspect.
Top Answer: In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the… more »
Top Answer: We primarily use the solution for issue ticketing.
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Ranking
13th
out of 52 in Help Desk Software
Views
2,617
Comparisons
2,164
Reviews
1
Average Words per Review
297
Avg. Rating
10.0
24th
out of 52 in Help Desk Software
Views
1,085
Comparisons
911
Reviews
2
Average Words per Review
595
Avg. Rating
6.5
Popular Comparisons
Compared 22% of the time.
Compared 18% of the time.
Compared 6% of the time.
Compared 4% of the time.
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Freshworks
SolarWinds
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about Freshdesk
Learn more about SolarWinds Web Help Desk
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, MovemberInstacart
Top Industries
VISITORS READING REVIEWS
Computer Software Company29%
Retailer12%
Comms Service Provider11%
K 12 Educational Company Or School7%
No Data Available
Company Size
REVIEWERS
Small Business67%
Midsize Enterprise33%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
447,718 professionals have used our research since 2012.
Freshdesk is ranked 13th in Help Desk Software with 1 review while SolarWinds Web Help Desk is ranked 24th in Help Desk Software with 2 reviews. Freshdesk is rated 10.0, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of Freshdesk writes "Stable and scalable with a straightforward setup". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Freshdesk is most compared with JIRA Service Desk, ServiceNow, Microsoft Dynamics CRM, ManageEngine ServiceDesk Plus and Atlassian Confluence, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Desk, ServiceNow, Zendesk Guide and IBM Maximo.

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