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SolarWinds Service Desk vs Salesforce Service Cloud 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

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers...

  • 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

Pricing

Starting from
$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

336

167

16

0

1

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

5

4

3

2

1

272

199

39

11

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
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.

JI

Jason I.

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.

PS

Paul S.

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.

JJ

Jeffrey J.

Pros

Great and positive experience with this product. A big investment but will give you tools to make you successful.

MF

Mike F.

Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.

CM

Christopher M.

I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.

EO

Elaida O.

Cons

By that I mean the lack of reports and reporting tools.

JM

Jada M.

Reporting doesn't report accurately compared to a custom query, which is odd.

TM

Tim M.

Some of the customizations of the user portal are a bit hard to find from the admin side.

SC

Scott C.

Cons

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.

Claire B.

The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.

AR

Anonymous Reviewer

Similar to the product that salesforce bought and then killed DESK.com.

HF

Harry F.

  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review16 days ago

Key features

  • Total features93
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Animal Licensing
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Code Maintenance
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Recovery
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Equipment Maintenance
  • Event Triggered Actions
  • Fee Management
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • Forms Management
  • Fund Accounting
  • GIS Integration
  • GPS
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Inventory Control
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Land Planning
  • Lead Distribution
  • License Issuance
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Parking Management
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Photo Management
  • Planning & Zoning
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Property Database
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Records Management
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Video Support
  • Violation Tracking
  • Virtual Assistant
  • Website Integration
  • Website Visitor Tracking
  • Weed Abatement Control
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features177
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Animal Licensing
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Code Maintenance
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Recovery
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Equipment Maintenance
  • Event Triggered Actions
  • Fee Management
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • Forms Management
  • Fund Accounting
  • GIS Integration
  • GPS
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Inventory Control
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Land Planning
  • Lead Distribution
  • License Issuance
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Parking Management
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Photo Management
  • Planning & Zoning
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Property Database
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Records Management
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Video Support
  • Violation Tracking
  • Virtual Assistant
  • Website Integration
  • Website Visitor Tracking
  • Weed Abatement Control
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations36
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations117
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk