- Home
- ...
- IT Service Management Tools
- Freshservice
- SolarWinds Service Desk
- Freshservice-vs-SolarWinds Service Desk
Compare Freshservice and SolarWinds Service Desk 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (68.3% of reviews)
Entry-Level Pricing
$19.00
$39.00 Per Month
Freshservice
Star Rating
(1,238)4.6 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSolarWinds Service Desk
Star Rating
(742)4.3 out of 5
Market Segments
Mid-Market (68.3% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Service Desk excels in its Ticketing System with a score of 9.1, while Freshservice shines even brighter with a score of 9.5, indicating a more robust and user-friendly ticketing experience.
- Reviewers mention that Freshservice offers superior Incident Management features, particularly in Automate Ticket Routing with a score of 9.1 compared to SolarWinds' 8.6, making it a better choice for organizations looking to streamline their incident response.
- G2 users highlight that Freshservice's Self-Service Experience is notably better, scoring 8.9 for Self Service compared to SolarWinds' 8.5, which suggests a more intuitive and accessible platform for end-users.
- Users on G2 report that Freshservice's Knowledge Base/Ticket Integration is more effective, scoring 8.7 versus SolarWinds' 8.5, indicating a more seamless connection between knowledge management and ticketing.
- Reviewers mention that SolarWinds Service Desk has a slight edge in Quality of Support with a score of 8.9, while Freshservice closely follows with 9.0, suggesting that both platforms provide strong customer support, but SolarWinds may have a slight advantage in user satisfaction.
- Users say that Freshservice's Automation capabilities are significantly better, scoring 8.8 compared to SolarWinds' 8.1, which indicates that Freshservice may offer more advanced automation features to enhance operational efficiency.
Featured Products
Sponsored
Serviceaide ChangeGear
(98)
Service Desk
Visit Website
Sponsored
Alhena AI
(34)
Service Desk
Visit Website
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
For Growing Teams
- Essentials Includes:
- Chat Support
- Service Catalog
Free Trial
Freshservice
Free Trial is available
SolarWinds Service Desk
Free Trial is available
Ratings
Meets Requirements
8.9
1,105
8.6
670
Ease of Use
9.2
1,104
9.0
670
Ease of Setup
8.8
890
8.6
545
Ease of Admin
9.0
909
8.9
562
Quality of Support
9.0
1,066
8.9
645
Has the product been a good partner in doing business?
9.1
885
9.0
542
Product Direction (% positive)
9.4
1,094
9.0
653
Features by Category
Administration
8.6
280
|
Verified
8.7
102
|
Verified
8.3
308
|
Verified
8.6
106
|
Verified
8.3
333
|
Verified
8.4
116
|
Verified
Service Desk
9.4
362
|
Verified
9.3
123
|
Verified
9.1
337
|
Verified
9.2
122
|
Verified
8.9
329
|
Verified
8.7
116
|
Verified
Management
8.5
273
|
Verified
8.3
63
|
Verified
8.9
280
|
Verified
8.8
62
|
Verified
8.8
244
|
Verified
8.5
61
|
Verified
8.5
247
|
Verified
8.2
53
|
Verified
8.2
193
|
Verified
7.7
44
|
Verified
Functionality
9.5
293
|
Verified
9.1
67
|
Verified
8.8
232
|
Verified
8.4
51
|
Verified
8.8
229
|
Verified
8.8
58
|
Verified
8.8
263
|
Verified
8.1
61
|
Verified
Monitoring
8.4
233
|
Verified
8.5
65
|
Verified
8.7
268
|
Verified
8.5
74
|
Verified
8.8
285
|
Verified
8.7
80
|
Verified
Management Tools
9.1
306
|
Verified
8.9
85
|
Verified
8.9
295
8.7
86
|
Verified
8.5
261
|
Verified
8.5
73
|
Verified
Generative AI
8.3
102
7.0
15
8.2
102
7.3
15
Asset Inventory
Not enough data
8.5
57
Not enough data
8.4
56
Not enough data
8.2
44
Not enough data
8.1
44
Not enough data
8.1
54
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Management
Not enough data
8.7
59
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
49
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.5
53
Not enough data
Self-Service Experience
8.6
113
Not enough data
8.9
109
Not enough data
7.3
90
Not enough data
7.6
91
Not enough data
8.2
111
Not enough data
Self-Service Platform
8.5
111
Not enough data
8.7
115
Not enough data
7.3
85
Not enough data
8.0
107
Not enough data
Generative AI
8.0
50
Not enough data
Incident Management
9.1
699
8.6
410
8.9
702
8.6
407
9.0
755
8.8
440
8.6
691
8.4
394
8.7
656
8.5
379
Reporting
8.6
737
8.4
428
8.2
602
8.1
339
8.2
580
8.1
313
Access & Usability
8.4
665
7.2
342
8.9
688
8.5
384
8.5
515
8.3
323
8.7
527
8.5
260
Analysis
7.5
154
Not enough data
Platform
8.3
209
Not enough data
8.3
192
Not enough data
8.7
235
Not enough data
8.4
262
Not enough data
8.7
294
Not enough data
Security
7.8
158
Not enough data
7.1
87
Not enough data
7.6
146
Not enough data
8.9
263
Not enough data
8.8
265
Not enough data
Categories
Categories
Shared Categories
Freshservice and SolarWinds Service Desk are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
SolarWinds Service Desk is categorized as IT Asset Management and Software Asset Management Tools
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Service Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.8%
Computer Software
5.3%
Construction
4.5%
Education Management
3.6%
Financial Services
3.5%
Other
63.3%
Information Technology and Services
12.4%
Hospital & Health Care
7.4%
Higher Education
5.1%
Education Management
4.9%
Financial Services
4.4%
Other
65.8%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
SolarWinds Service Desk
Most Helpful Favorable Review
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Most Helpful Critical Review
Chris M.
Verified User in Mechanical or Industrial Engineering
There have been several performance issues.
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Chris M.
Verified User in Mechanical or Industrial Engineering
There have been several performance issues.
Alternatives
Discussions
How has your experience been with Freshservice support?
12 comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
I still have trouble making Probe work properly.
2 comments
Official Response from Freshservice
"If the issue persists, write to support@freshservice.com"Read more
Windows Installer
1 comment
JB
This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere.
Samanage had an EXE and an ISO. I'm none to interested in...Read more
How do I upload a solution article using tablets or phones?
1 comment
DL
Unfortunately, we can’t create Solutions from the mobile app.
Read more
SolarWinds Service Desk has no more discussions with answers
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
or continue with
Gmail.com addresses not permitted. A business domain using Google is allowed.
By proceeding, you agree to our Terms of Use and Privacy Policy