Freshdesk vs SolarWinds Web Help Desk comparison

Why PeerSpot?

Freshworks and SolarWinds are both solutions in the Help Desk Software category. Freshworks is ranked #4 with an average rating of 8.1, while SolarWinds is ranked #29. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and SolarWinds Web Help Desk are customer support solutions. Freshdesk seems to have the upper hand with its ease of use and budget-friendly pricing, while SolarWinds stands out with robust IT management features.

Features: Freshdesk offers AI-driven automation, multichannel support, and seamless integrations with other business applications. It supports diverse customer interaction methods. SolarWinds Web Help Desk, on the other hand, excels in customizable ticketing solutions, asset management, and advanced reporting tools which are essential for IT infrastructure management.

Room for Improvement: Freshdesk could improve in ticketing customization, enhancing visual customization of the knowledge base, and improving scalability for larger operations. SolarWinds Web Help Desk could reduce the complexity of its setup, offer more cloud-based features, and improve user-friendliness for non-IT staff.

Ease of Deployment and Customer Service: Freshdesk is a cloud-based solution that facilitates quick setup, making it great for businesses requiring a simple online solution. Its ease of access is complemented by helpful support resources. SolarWinds Web Help Desk provides a more robust deployment with on-premises or hybrid models, suiting organizations with specific IT security needs, though it requires more technical setup.

Pricing and ROI: Freshdesk employs a transparent pricing model with lower upfront costs, which is advantageous for organizations on a budget, promising a faster ROI due to its quick deployment. SolarWinds Web Help Desk, although potentially more expensive initially due to customization and setup, offers significant long-term value in large IT environments with its comprehensive management features.

To learn more, read our detailed Freshdesk vs. SolarWinds Web Help Desk Report (Updated: November 2026).

Buyer's Guide

Freshdesk vs. SolarWinds Web Help Desk

November 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"By using this solution for RPA, we can automate a lot of business processes, which helps achieve less time to market."

"We have seen a positive return on investment with Automation Anywhere mainly through the time saving and reducing manual efforts."

"This solution is easy to use and understand, even for a non-technical person."

"Since it is AI-powered, it automates our work; initially, we had many manual interventions, but now with the AI-powered capabilities, we are saving time and our productivity has increased."

"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."

"Before switching to the cloud version of Automation Anywhere, I worked with v10 and v10, so I appreciate the core functionality and the fact that it's a low-code solution. That is one of the key elements that differentiates Automation Anywhere from other platforms and one of the reasons we have been able to achieve success."

"A valuable feature of Automation Anywhere for my needs is IQ Bot because it covers most of the semi-structured and structure data. That's where we are struggling a lot. So, IQ Bot is a very good solution to know and bring onboard for the automation of unstructured and semi-structured data."

"The infrastructure that Automation Anywhere has created is really simple; compared to other tools such as Power Automate, it is more user-friendly and faster."

More Automation Anywhere pros

"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."

"Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used."

"Freshdesk has positively impacted our organization by improving our customer relationships."

"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."

"Getting Freshdesk was like a breath of fresh air because it was simple to use and required zero or negligible training effort on the part of my team."

"I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization."

"Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service."

"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."

More Freshdesk pros

"It is easy to use."

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

"SolarWinds is scalable as far as adding devices and servers."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"The most valuable feature of this solution is the assets management module."

"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."

More SolarWinds Web Help Desk pros

Cons

"The support and user community need improvement."

"The Automation Anywhere University courses have helped us, but it could improve some things, like how the courses are designed."

"We have our limitations. We can run only VBScripts and one more thing. If we want to run Python scripts or batch files, we cannot do it. So, if they would add these extra things in there then that would be beneficial."

"I would also like to see better communication with their customer success teams. It often takes longer than expected when we submit requests for help or come across a problem we want to resolve. While I can appreciate that it sometimes takes a while to get the appropriate answer, it would be nice to be in constant communication about where they are in the process."

"The certification exam for AA is not as per the training videos, as the questions are more scenario-based, which makes it very hard for beginners to clear the exam after just tutorial knowledge."

"More structured and unstructured data collection will be a challenge. While we have the IQ Bot tool, the success rate at the beginning will be lower. It will be around 20 to 30 percent at the start because you need to train the bot at regular intervals. Of course, this depends on the data. This area could use be improvement."

"Automation Anywhere can be improved with better documentation."

"We did use quite a bit of Citrix automation. Of course, AI Sense helps you through that. There are two big challenges that I can think of with Citrix automation. Your making multiple hops into end-to-end systems. As you are rating the screen, which is a screen within a screen, which is what Citrix automation is, the complexity increases. That is where the two things will come in: the tool's functionality and the beauty of design. These two have to come in together to make it work. If you don't have one or the other, it's not going to work."

More Automation Anywhere cons

"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"I face problems with stability sometimes while using Freshdesk. It's a server issue."

"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward."

"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

"The solution's inbound calls could be improved."

"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."

More Freshdesk cons

"This is a good solution, but the GUI is really old-fashion and needs to be updated."

"However, it's a little outdated compared to newer products that include protection and detection."

"This solution needs to have mobile application support added."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

"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."

"The working part, the deployment part, and the configuration part was a little bit complex."

"The technical team is not competent, or available, and they do not know the product."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"The setup cost for this is onetime and licensing is based on your choice of product."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."

"The solution is quite expensive. Not every organization can consider this option."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"Automation Anywhere University is pretty good. They make it available free for everyone."

"It's an ideal pricing model to customize the components based on everyone's needs."

More Automation Anywhere pricing and cost advice

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"The pricing is pretty manageable and acceptable."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"It is costly."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

More Freshdesk pricing and cost advice

"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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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

10%

Manufacturing Company

Comms Service Provider

Financial Services Firm

Manufacturing Company

17%

Outsourcing Company

13%

Financial Services Firm

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

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What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of us...

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What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are ...

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What advice do you have for others considering SolarWinds Web Help Desk?

We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...

See all answers

Comparisons

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Compared 6% of the time

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Compared 4% of the time

IFS Cloud Platform vs Freshdesk

Compared 3% of the time

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Compared 13% of the time

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Compared 11% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 7% of the time

Spiceworks vs SolarWinds Web Help Desk

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

November 2026

Download Freshdesk product report

Buyer's Guide

SolarWinds Web Help Desk

October 2026

Download SolarWinds Web Help Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Instacart

Buyer's Guide

Freshdesk vs. SolarWinds Web Help Desk

November 2026

Free Report: Freshdesk vs. SolarWinds Web Help Desk

Find out what your peers are saying about Freshdesk vs. SolarWinds Web Help Desk and other solutions. Updated: November 2026.

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