# Freshservice vs SolarWinds Service Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SolarWinds Service Desk excels in its **intuitive interface** , making it easy for teams to manage tickets and service requests without extensive training. Users appreciate the platform's flexibility and collaborative features, which streamline IT service management.
- **Users say** Freshservice stands out for its **comprehensive help desk setup** , particularly with features like ticket categories, SLAs, and an analytics dashboard. Reviewers highlight how these tools enhance agent organization and time management, although some mention that loading times could be improved.
- **According to verified reviews** , SolarWinds Service Desk has a strong focus on incident management, with users noting its ability to address incidents, problems, and change orders through a single interface. This integration is seen as a significant advantage for teams looking to streamline their processes.
- **Reviewers mention** that Freshservice offers a more affordable entry-level price, making it an attractive option for smaller businesses or those just starting with IT service management. The free service is noted as a great way to get started, with clear documentation that simplifies the onboarding process.
- **G2 reviewers highlight** that while both products have strong support features, Freshservice tends to receive higher ratings for its overall **quality of support**. Users appreciate the responsiveness and helpfulness of the support team, which can be crucial for businesses relying on timely assistance.
- **Users report** that SolarWinds Service Desk is particularly strong in asset management, with a focus on providing a comprehensive view of IT assets. However, Freshservice users feel that its asset management features are more user-friendly and integrated, contributing to a smoother overall experience.



| | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,339 | 785 | 
| **Largest Market Segment** | Mid-Market (61.8% of reviews) | Mid-Market (68.3% of reviews) | 
| **Entry Level Price** | $19.00 | $39.00 Per Month | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

### SolarWinds Service Desk

Pros:
- Ticketing System (8 reviews)
- Asset Management (7 reviews)

Cons:
- Missing Features (5 reviews)
- Asset Management (4 reviews)

---
## Ratings Comparison
| Rating | Freshservice | SolarWinds Service Desk | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1187 reviews) | 8.6 (694 reviews) | 
  | **Ease of Use** | 9.2 (1192 reviews) | 9.0 (712 reviews) | 
  | **Ease of Setup** | 8.8 (977 reviews) | 8.6 (572 reviews) | 
  | **Ease of Admin** | 9.0 (959 reviews) | 8.9 (580 reviews) | 
  | **Quality of Support** | 9.0 (1147 reviews) | 8.9 (681 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (934 reviews) | 9.0 (560 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1170 reviews) | 9.0 (678 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### SolarWinds Service Desk

#### Entry-Level Pricing

Plan: ESSENTIALS

Price: $39.00 Per Month

Description: Includes:

Key Features:
- Incident Management
- Knowledge Base
- Service Portal

[Browse all 3 editions](https://www.g2.com/products/solarwinds-service-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Ticket and Case Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 
| **Ticket response user experience** | Not enough data | Not enough data | 
| **Workflow** | Not enough data | Not enough data | 
| **Response Automation** | Not enough data | Not enough data | 
| **SLA Management** | Not enough data | Not enough data | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 
| **Ticket Collaboration** | Not enough data | Not enough data | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 
| **Email to Case** | Not enough data | Not enough data | 
| **Chat/Live Support** | Not enough data | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 
| **Customization ** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 450 |
| **SolarWinds Service Desk** | 8.5/10 | 143 |

#### Administration

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Change Management** | 8.6 (324 reviews) ✓ Verified | 8.7 (106 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (352 reviews) ✓ Verified | 8.5 (114 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (376 reviews) ✓ Verified | 8.3 (122 reviews) ✓ Verified | 

#### Service Desk

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Help Desk** | 9.4 (412 reviews) ✓ Verified | 9.3 (128 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | 9.2 (126 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (374 reviews) ✓ Verified | 8.7 (124 reviews) ✓ Verified | 

#### Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Reporting** | 8.5 (315 reviews) ✓ Verified | 8.1 (68 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | 8.8 (66 reviews) ✓ Verified | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | 8.5 (65 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (291 reviews) ✓ Verified | 8.3 (61 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | 7.5 (48 reviews) ✓ Verified | 

#### Functionality

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Ticketing System** | 9.5 (345 reviews) ✓ Verified | 9.2 (74 reviews) ✓ Verified | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | 8.2 (55 reviews) ✓ Verified | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | 8.7 (62 reviews) ✓ Verified | 
| **Automation** | 8.8 (312 reviews) ✓ Verified | 8.1 (67 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Feature Not Available | 
| **Multi-step Planning** | 6.9 (8 reviews) | Feature Not Available | 
| **Cross-system Integration** | 8.6 (14 reviews) | Feature Not Available | 
| **Adaptive Learning** | 7.4 (7 reviews) | Feature Not Available | 
| **Natural Language Interaction** | 7.1 (7 reviews) | Feature Not Available | 
| **Proactive Assistance** | 8.1 (9 reviews) | Feature Not Available | 
| **Decision Making** | 8.0 (9 reviews) | Feature Not Available | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **SolarWinds Service Desk** | 7.6/10 | 108 |

#### Monitoring

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | 8.4 (76 reviews) ✓ Verified | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | 8.5 (85 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | 8.8 (90 reviews) ✓ Verified | 
| **AI Monitoring** | 6.1 (26 reviews) | 4.3 (9 reviews) | 

#### Management Tools

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | 9.0 (96 reviews) ✓ Verified | 
| **Standardization** | 8.9 (331 reviews) | 8.7 (99 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | 8.4 (85 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | 5.9 (24 reviews) | 
| **AI Text Summarization** | 7.8 (136 reviews) | 6.5 (24 reviews) | 

#### Agentic AI - Incident Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | Feature Not Available | 
| **Multi-step Planning** | 5.6 (6 reviews) | Feature Not Available | 
| **Cross-system Integration** | 5.8 (6 reviews) | Feature Not Available | 
| **Adaptive Learning** | 7.0 (5 reviews) | Feature Not Available | 
| **Natural Language Interaction** | 6.3 (5 reviews) | Feature Not Available | 
| **Proactive Assistance** | 7.0 (5 reviews) | Feature Not Available | 
| **Decision Making** | 7.0 (5 reviews) | Feature Not Available | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **SolarWinds Service Desk** | 8.2/10 | 76 |

#### Asset Inventory

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | 8.6 (66 reviews) | 
| **Software Asset Inventory** | Not enough data | 8.4 (63 reviews) | 
| **Cloud Asset Inventory** | Not enough data | 8.1 (50 reviews) | 
| **Mobile Asset Inventory** | Not enough data | 8.0 (50 reviews) | 
| **Asset Discovery** | Not enough data | 8.0 (60 reviews) | 

#### Generative AI

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Generation** | Not enough data | Feature Not Available | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

#### Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Central Dashboard** | Not enough data | 8.6 (65 reviews) | 
| **Asset Policy Management** | Not enough data | 8.0 (9 reviews) | 
| **Risk Management** | Not enough data | 8.0 (9 reviews) | 
| **Integrations** | Not enough data | 8.1 (57 reviews) | 

### Software Asset Management Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Functionality

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Software inventory and lifecycle management** | Not enough data | Not enough data | 
| **License entitlement and usage management** | Not enough data | Not enough data | 
| **Vendor management and compliance** | Not enough data | Not enough data | 
| **Automated end user license provisioning** | Not enough data | Not enough data | 
| **Approved app catalogue** | Not enough data | Not enough data | 
| **Customized alerts** | Not enough data | Not enough data | 

#### Agentic AI - Software Asset Management Tools

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

#### Risk assessment

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Shadow IT detection** | Not enough data | Feature Not Available | 
| **Software vulnerability assessment** | Not enough data | Feature Not Available | 
| **Redundant software functionality identification** | Not enough data | Feature Not Available | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **SolarWinds Service Desk** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (134 reviews) | Not enough data | 
| **Community Forums** | 7.1 (113 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (115 reviews) | Not enough data | 
| **Personalization** | 8.2 (134 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | Not enough data | 
| **Automation** | 8.7 (140 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.1 (108 reviews) | Not enough data | 
| **Integrations** | 8.1 (130 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 5.3 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 5.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 5.0 (5 reviews) | Not enough data | 
| **Decision Making** | 5.3 (5 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **SolarWinds Service Desk** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | 7.7 (70 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 844 |
| **SolarWinds Service Desk** | 8.3/10 | 488 |

#### Incident Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | 8.6 (430 reviews) | 
| **Ticket Prioritization** | 8.9 (737 reviews) | 8.6 (423 reviews) | 
| **Ticket Notifications** | 9.0 (796 reviews) | 8.8 (459 reviews) | 
| **Knowledge Base** | 8.6 (729 reviews) | 8.3 (412 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | 8.5 (396 reviews) | 

#### Reporting

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | 8.3 (455 reviews) | 
| **Time Tracking** | 8.2 (639 reviews) | 8.2 (356 reviews) | 
| **Surveys** | 8.2 (615 reviews) | 8.0 (329 reviews) | 

#### Access & Usability

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Mobile** | 8.4 (701 reviews) | 7.2 (359 reviews) | 
| **Self Service** | 8.9 (728 reviews) | 8.5 (401 reviews) | 
| **Active Directory** | 8.5 (550 reviews) | 8.3 (340 reviews) | 
| **Multi-Channel Access** | 8.6 (562 reviews) | 8.5 (276 reviews) | 

#### Agentic AI - Service Desk

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | Feature Not Available | 
| **Multi-step Planning** | 6.7 (8 reviews) | Feature Not Available | 
| **Cross-system Integration** | 7.1 (8 reviews) | Feature Not Available | 
| **Adaptive Learning** | 7.0 (9 reviews) | Feature Not Available | 
| **Natural Language Interaction** | 7.1 (8 reviews) | Feature Not Available | 
| **Proactive Assistance** | 6.7 (8 reviews) | Feature Not Available | 
| **Decision Making** | 6.7 (8 reviews) | Feature Not Available | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **SolarWinds Service Desk** | N/A | N/A |

#### Analysis

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 

#### Security

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Freshservice (5):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to SolarWinds Service Desk (1):** [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | SolarWinds Service Desk | 
|---|---|---|
| **Small-Business** | 17.7% | 7.9% | 
| **Mid-Market** | 61.8% | 68.3% | 
| **Enterprise** | 20.5% | 23.7% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.9%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.4%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.6%

#### SolarWinds Service Desk

- **Information Technology and Services:** 12.5%
- **Hospital & Health Care:** 7.5%
- **Higher Education:** 4.8%
- **Education Management:** 4.8%
- **Financial Services:** 4.3%
- **Computer Software:** 4.1%
- **Construction:** 3.2%
- **Retail:** 3.1%
- **Insurance:** 3.1%
- **Non-Profit Organization Management:** 2.7%
- **Other:** 49.8%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4566 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1903 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1220 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to SolarWinds Service Desk

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1903 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1220 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4566 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### SolarWinds Service Desk

- Title: [How do I upload a solution article using tablets or phones?](https://www.g2.com/discussions/32754-how-do-i-upload-a-solution-article-using-tablets-or-phones) — 1 comment, 1 upvote
  > **Top comment:** "Unfortunately, we can’t create Solutions from the mobile app.
"
- Title: [Windows Installer](https://www.g2.com/discussions/windows-installer-8d44379e-0179-4f26-9745-c6a388d84665) — 1 comment, 1 upvote
  > **Top comment:** "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..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-solarwinds-service-desk)