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Freshdesk vs SolarWinds Web Help Desk comparison

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Buyer's Guide
Freshdesk vs. SolarWinds Web Help Desk
May 2022
Find out what your peers are saying about Freshdesk vs. SolarWinds Web Help Desk and other solutions. Updated: May 2022.
596,362 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.""There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""It is quite easy to program custom apps and integrate them.""It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets.""Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.""We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources.""The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

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"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.""It is easy to use.""SolarWinds is scalable as far as adding devices and servers."

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Cons
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""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. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.""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 aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.""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.""The reporting, analysis modules and insights capabilities for this solution could be improved.""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.""While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

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"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.""A little outdated compared to newer products that include protection and detection.""We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

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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 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."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • 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."
  • More SolarWinds Web Help Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
    Top Answer: 
    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… more »
    Top Answer: 
    We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
    Top Answer: 
    SolarWinds is scalable as far as adding devices and servers.
    Top Answer: 
    When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable. The licensing fees are fine.
    Top Answer: 
    They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive… more »
    Ranking
    5th
    out of 56 in Help Desk Software
    Views
    2,488
    Comparisons
    1,926
    Reviews
    9
    Average Words per Review
    793
    Rating
    8.4
    30th
    out of 56 in Help Desk Software
    Views
    1,131
    Comparisons
    872
    Reviews
    3
    Average Words per Review
    590
    Rating
    6.3
    Comparisons
    Learn More
    Overview
    Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

    SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

    1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
    2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
    3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
    4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
    5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
    6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
    Offer
    Learn more about Freshdesk
    Learn more about SolarWinds Web Help Desk
    Sample Customers
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Instacart
    Top Industries
    REVIEWERS
    Retailer23%
    Computer Software Company15%
    University8%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider22%
    Government5%
    Energy/Utilities Company4%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider19%
    Government7%
    Manufacturing Company4%
    Company Size
    REVIEWERS
    Small Business58%
    Midsize Enterprise16%
    Large Enterprise26%
    No Data Available
    Buyer's Guide
    Freshdesk vs. SolarWinds Web Help Desk
    May 2022
    Find out what your peers are saying about Freshdesk vs. SolarWinds Web Help Desk and other solutions. Updated: May 2022.
    596,362 professionals have used our research since 2012.

    Freshdesk is ranked 5th in Help Desk Software with 9 reviews while SolarWinds Web Help Desk is ranked 30th in Help Desk Software with 3 reviews. Freshdesk is rated 8.4, while SolarWinds Web Help Desk is rated 6.4. The top reviewer of Freshdesk writes "Easy to use with great features and helpful technical support". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and ManageEngine ServiceDesk Plus, whereas SolarWinds Web Help Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Spiceworks, Freshservice and Agiloft ITSM ITIL Service Desk Suite. See our Freshdesk vs. SolarWinds Web Help Desk report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.