Freshservice vs SolarWinds Web Help Desk comparison

Freshworks and SolarWinds are both solutions in the Help Desk Software category. Freshworks is ranked #4 with an average rating of 8.3, while SolarWinds is ranked #14 with an average rating of 9.0. Freshworks holds a 4.2% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Freshservice

Read 38 Freshservice reviews

2,884 Views
1,586 Comparison Views

97% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

744 Views
640 Comparison Views

85% willing to recommend

Freshservice

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and Freshservice are products in the helpdesk solutions market. Freshservice has an advantage due to advanced features and user-friendly design, aligning better with customer priorities despite the higher cost.

Features: SolarWinds Web Help Desk offers robust asset management, customizable ticketing features, and Power BI integration for reporting. Freshservice provides an intuitive interface, automated workflows, and includes ITIL processes, offering comprehensive helpdesk management.

Room for Improvement: SolarWinds could benefit from easier deployment options, better mobile access, and enhanced reporting features. Freshservice could improve by offering more extensive customization options, optimizing mobile app features, and refining its AI add-on for better case analysis.

Ease of Deployment and Customer Service: Freshservice supports cloud-based deployment with a straightforward setup and responsive customer service, suited for limited IT resources. SolarWinds requires more substantial IT involvement due to its powerful on-premise solutions, potentially leading to deployment delays.

Pricing and ROI: SolarWinds Web Help Desk offers a lower initial setup cost, appealing to budget-conscious companies. Freshservice's higher pricing is justified by extensive features and cloud convenience, resulting in a higher return on investment over time due to enhanced capabilities.

To learn more, read our detailed Freshservice vs. SolarWinds Web Help Desk Report (Updated: December 2025).

Buyer's Guide

Freshservice vs. SolarWinds Web Help Desk

December 2025

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Helped 879,310 peers since 2012

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

Freshservice

Ranking in Help Desk Software

4th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (9th), Cloud Management (12th), IT Asset Management (5th), IT Service Management (ITSM) (5th), AI IT Support (4th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

14th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2025, in the Help Desk Software category, the mindshare of Freshservice is 4.2%, up from 3.5% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.3%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshservice	4.2%
SolarWinds Web Help Desk	1.3%
Other	94.5%

Help Desk Software

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

"The solution has been stable."

"We have definitely seen a return on investment based on the use cases we have implemented."

"You can just register and within five to minute minutes, you are ready to go."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"We found the initial setup to be very simple."

"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

More Freshservice pros

"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."

"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."

"Once installed, it runs like a charm and doesn't ever crash."

"It is easy to use."

"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."

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

Cons

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

"Freshservice could improve the integration with Microsoft Outlook."

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"I experienced some delay in response time for non-function critical queries."

More Freshservice cons

"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)."

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

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

"A little outdated compared to newer products that include protection and detection."

"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."

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

Pricing and Cost Advice

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"We're basically paying about $100 USD per agent per month."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The price of Freshservice could improve, it is expensive."

More Freshservice pricing and cost advice

"They charge by the technician. It costs $117 per technician per year."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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Top Industries

By visitors reading reviews

Manufacturing Company

University

Educational Organization

Computer Software Company

Retailer

14%

Performing Arts

13%

Government

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	23
Midsize Enterprise	5
Large Enterprise	13

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

Questions from the Community

What do you like most about Freshservice?

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...

See all answers

What is your experience regarding pricing and costs for Freshservice?

Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, ag...

See all answers

What needs improvement with Freshservice?

See all answers

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 use, and ease of access. These were the three functionalities we were looking for ...

See all answers

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 dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

See all answers

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

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 19% of the time

JIRA Service Management vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 10% of the time

Samanage vs Freshservice

Compared 5% of the time

Atera vs Freshservice

Compared 2% of the time

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ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 16% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 16% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 13% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 12% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 11% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

Freshservice

December 2025

Download Freshservice product report

Buyer's Guide

SolarWinds Web Help Desk

December 2025

Download SolarWinds Web Help Desk product report

Also Known As

Flint

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Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

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

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
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.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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Buyer's Guide

Freshservice vs. SolarWinds Web Help Desk

December 2025

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