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SolarWinds Service Desk vs Freshdesk Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

19

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

19

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

333

166

16

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

5

4

3

2

1

1,367

794

123

22

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.
I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Pros

I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
Some of the customizations of the user portal are a bit hard to find from the admin side.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
  • Vendor responds to reviews
  • Last review25 days ago
  • Vendor responds to reviews
  • Last review9 days ago

Key features

  • Total features109
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Lead Distribution
  • Benchmarking
  • CMDB
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Compliance Management
  • Compliance Tracking
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Decision Support
  • Device Auto Discovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geographic Maps
  • HIPAA Compliant
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Leave Tracking
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Online Catalog
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Purchase Order Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Requisition Management
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Timer
  • URL Customization
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features126
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Lead Distribution
  • Benchmarking
  • CMDB
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Compliance Management
  • Compliance Tracking
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Decision Support
  • Device Auto Discovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geographic Maps
  • HIPAA Compliant
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Leave Tracking
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Online Catalog
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Purchase Order Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Requisition Management
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Timer
  • URL Customization
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations25
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations328
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

SolarWinds Service Desk vs. Freshdesk

See how SolarWinds Service Desk and Freshdesk stack up against each other by comparing features, pricing, ratings, integrations, security & more.