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Compare Freshservice vs. SolarWinds Web Help Desk

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Featured Review
Find out what your peers are saying about Freshservice vs. SolarWinds Web Help Desk and other solutions. Updated: November 2021.
552,305 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
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.""The overall functionality of the product is excellent.""I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

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"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.""It is easy to use."

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Cons
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.""The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.""They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

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"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.""We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

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Pricing and Cost Advice
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.""It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan.""Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

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"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable.""They charge by the technician. It costs $117 per technician per year."

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Questions from the Community
Top Answer: The overall functionality of the product is excellent.
Top Answer: The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month. There aren't additional costs on top of this. The price you see on the website… more »
Top Answer: While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still… more »
Top Answer: When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable. The licensing fees are fine.
Top Answer: They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive… more »
Ranking
14th
out of 55 in Help Desk Software
Views
1,721
Comparisons
1,306
Reviews
2
Average Words per Review
855
Rating
8.5
27th
out of 55 in Help Desk Software
Views
1,032
Comparisons
828
Reviews
2
Average Words per Review
719
Rating
6.0
Comparisons
Also Known As
Flint
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Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 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 Freshservice
Learn more about SolarWinds Web Help Desk
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Instacart
Top Industries
VISITORS READING REVIEWS
Computer Software Company31%
Comms Service Provider17%
Educational Organization5%
Government5%
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider17%
Government9%
Manufacturing Company4%
Company Size
REVIEWERS
Small Business75%
Midsize Enterprise13%
Large Enterprise13%
No Data Available
Find out what your peers are saying about Freshservice vs. SolarWinds Web Help Desk and other solutions. Updated: November 2021.
552,305 professionals have used our research since 2012.

Freshservice is ranked 14th in Help Desk Software with 3 reviews while SolarWinds Web Help Desk is ranked 27th in Help Desk Software with 2 reviews. Freshservice is rated 8.4, while SolarWinds Web Help Desk is rated 6.0. The top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Freshservice is most compared with ServiceNow, Zendesk Guide, ManageEngine ServiceDesk Plus, JIRA Service Management and Qualys Asset Inventory, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Management, Zendesk Guide and Freshdesk. See our Freshservice vs. SolarWinds Web Help Desk report.

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.