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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (61.4% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,306)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSolarWinds Web Help Desk
Star Rating
(57)3.9 out of 5
Market Segments
Mid-Market (61.4% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Web Help Desk excels in its Asset Management capabilities, scoring 9.0, which allows for effective tracking and management of IT assets. In contrast, Freshservice received a lower score of 8.3 in this area, indicating that users may find its asset management features less robust.
- Reviewers mention that Freshservice shines in Ease of Use, with a score of 9.2 compared to SolarWinds' 7.9. This suggests that Freshservice offers a more intuitive interface, making it easier for teams to adopt and utilize the software effectively.
- G2 users highlight the superior Incident Management features of Freshservice, particularly in Automate Ticket Routing with a score of 9.1, which helps streamline workflows. SolarWinds, while still competent at 8.7, may not provide the same level of automation, potentially leading to more manual processes.
- Users on G2 report that Freshservice's Knowledge Base integration is significantly better, scoring 8.7 compared to SolarWinds' 6.9. This indicates that Freshservice provides a more comprehensive self-service experience, allowing users to find solutions more easily.
- Reviewers say that SolarWinds Web Help Desk has a strong Help Desk functionality, scoring 9.3, which is on par with Freshservice's 9.4. However, users mention that Freshservice offers more advanced features that enhance the overall help desk experience.
- Users report that Freshservice's Mobile Optimization is notably better, scoring 8.4 compared to SolarWinds' low score of 4.7. This suggests that Freshservice provides a more accessible mobile experience, which is crucial for teams needing to manage tickets on the go.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
SolarWinds Web Help Desk
No pricing availableFree Trial
Freshservice
Free Trial is available
SolarWinds Web Help Desk
Free Trial is available
Ratings
Meets Requirements
8.9
1,167
8.5
52
Ease of Use
9.2
1,169
7.9
52
Ease of Setup
8.8
952
8.2
32
Ease of Admin
9.0
956
8.5
34
Quality of Support
9.0
1,127
8.0
42
Has the product been a good partner in doing business?
9.1
931
8.1
30
Product Direction (% positive)
9.5
1,154
6.2
49
Features by Category
Administration
8.6
320
|
Verified
8.3
8
|
Verified
8.4
345
|
Verified
9.0
8
|
Verified
8.4
373
|
Verified
8.3
10
|
Verified
Service Desk
9.4
402
|
Verified
9.3
10
|
Verified
9.1
377
|
Verified
9.3
9
|
Verified
8.8
369
|
Verified
9.0
10
|
Verified
Management
8.5
312
|
Verified
9.0
7
|
Verified
8.9
319
|
Verified
9.5
7
|
Verified
8.8
283
|
Verified
8.9
6
|
Verified
8.5
285
|
Verified
8.0
5
|
Verified
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
9.5
7
|
Verified
8.7
271
|
Verified
8.6
6
8.7
268
|
Verified
8.9
6
|
Verified
8.8
302
|
Verified
9.3
5
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
267
|
Verified
Feature Not Available
8.6
303
|
Verified
8.5
8
|
Verified
8.8
320
|
Verified
8.7
9
|
Verified
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
8.7
9
|
Verified
8.9
331
Feature Not Available
8.5
295
|
Verified
8.7
9
|
Verified
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
8.6
30
8.9
739
8.6
32
9.0
792
9.0
33
8.6
728
6.9
28
8.6
693
7.1
29
Reporting
8.6
774
7.3
30
8.2
637
7.4
27
8.2
616
6.8
23
Access & Usability
8.4
702
4.9
24
8.9
725
7.6
32
8.5
550
8.6
32
8.7
562
7.1
24
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT Management
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
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and SolarWinds Web Help Desk are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
SolarWinds Web Help Desk has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Web Help 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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Information Technology and Services
24.6%
Education Management
19.3%
Higher Education
7.0%
Hospital & Health Care
5.3%
Retail
3.5%
Other
40.4%
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
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
Are they ever going to fix the issue with opening new tabs and it updating a different ticket?
1 Comment
CC
I don't think that will happen in near future.
We have the same issue and got in touch with SolarWinds developers multiple times.
They are hardly any good...Read more
SolarWinds Web Help Desk has no more discussions with answers
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