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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

Video & Screenshots

No videos yet

Pricing

Starting from

19

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

0

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

529

5

4

3

2

1

340

171

17

0

1

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

4.5

2.5K

5

4

3

2

1

1,475

867

130

25

14

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

Pros

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.
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.

Pros

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.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

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.
There also has been lots of testing. Also some of the updates have broken our work flows.

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 review7 days ago
  • Vendor responds to reviews
  • Last review10 days ago

Key features

  • Total features95
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • 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
  • Compliance Management
  • Compliance Tracking
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Decision Support
  • Device Auto Discovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • 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-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • 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
  • Virtual Assistant
  • Web-based Deployment
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features127
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • 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
  • Compliance Management
  • Compliance Tracking
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Decision Support
  • Device Auto Discovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • 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-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • 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
  • Virtual Assistant
  • Web-based Deployment
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations39
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations402
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Great service desk

Reviewed 3 years ago

An over all very good service desk.

Pros

Lost of features and ways to manage support tickets

Cons

The vast amount of features and functionality, does also make the settings and setup in Freshdesk complex... there is room to simplify more.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

It's good

Reviewed 4 years ago

basic help desk functions like customer service, ticket tracking, logging calls etc.

Pros

Freshdesk is reliable. I've never had any issues logging in or having it down. The UI is pretty good. They recently updated it and I like the change (though some people don't). It's also integrated with other apps we use for IP phone and CRM. The CRM integration sounds cool but it's not really much to brag about however ,what's offered is pretty standard among CRM/desk apps.

Cons

The worst part is that lack of a feature to avoid tickets. We use a widget from freshdesk on our contact us page. That allows them to send us an email and when someone types into the subject line of the email, it shows search results to the side. That's a cool feature however it requires an additional click for the user to search the results but no click to send the email. What I want is what's actually on the support site for freshdesk. When you want to email freshdesk a question you use a modified version of the widget but by default they show the search results and require the users to make an additional click to send the email. They don't eat their own dog food. IF they had this then I'd give them 5 stars.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Fresh service has allowed us to easily implement a service desk in our business

Reviewed 4 years ago

We implemented a service desk from scratch very easily to help support teams across different offices.

Pros

Fresh service has a tiered pricing structure that starts with a free level. The free level includes Single Sign-on which we've used with G Suite to make the process smooth for the employees in the company. The interface is really intuitive and straight forward, making requesting support easy for other teams. It was an easy decision to implement this.

Cons

The reporting on the free level is very limited, but that opens up on paid tiers. I do worry that the cost will escalate as our teams and needs increase, but in fairness you get what you pay for.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review: