Compare Freshservice and SolarWinds Web Help Desk 
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (62.1% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,314)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSolarWinds Web Help Desk
Star Rating
(58)3.9 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice significantly outperforms SolarWinds Web Help Desk in overall user satisfaction, with a G2 Score of 83.26 compared to SolarWinds' 40.58. This indicates a more favorable experience for users of Freshservice, who appreciate its intuitive interface and modern tools for managing support.
- Users say that Freshservice excels in ease of use, scoring 9.2 compared to SolarWinds' 7.9. Reviewers highlight Freshservice's streamlined processes, which make it easier to handle customer support efficiently, while SolarWinds users mention its straightforward design but note some limitations in customization.
- According to verified reviews, Freshservice has a much larger user base, with 1,260 total reviews compared to SolarWinds' 57. This extensive feedback provides a more reliable insight into Freshservice's capabilities and user satisfaction, reinforcing its reputation as a robust IT service management tool.
- Reviewers mention that Freshservice offers a wide range of features that allow for versatility across multiple departments, not just IT. Users appreciate how it consolidates various applications into a single platform, enhancing efficiency, while SolarWinds is noted for its integration capabilities with asset management products, which some users find beneficial.
- Users highlight the quality of support provided by Freshservice, scoring 9.0, which is notably higher than SolarWinds' 8.0. Freshservice users often commend the responsive support team, while SolarWinds users have expressed a desire for improved support options to address their needs more effectively.
- G2 reviewers indicate that Freshservice's implementation process is more favorable, with a score of 8.8 compared to SolarWinds' 8.2. Users of Freshservice appreciate the intuitive onboarding experience, which helps them get started quickly, while SolarWinds users have reported some challenges in configuration that can slow down the setup process.
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
1,172
8.5
53
Ease of Use
9.2
1,175
7.9
53
Ease of Setup
8.8
959
8.3
33
Ease of Admin
9.0
959
8.6
35
Quality of Support
9.0
1,132
8.0
43
Has the product been a good partner in doing business?
9.1
934
8.1
31
Product Direction (% positive)
9.5
1,159
6.3
50
Features by Category
Administration
8.6
321
|
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
403
|
Verified
9.3
10
|
Verified
9.1
376
|
Verified
9.3
9
|
Verified
8.8
369
|
Verified
9.0
10
|
Verified
Management
8.5
312
|
Verified
9.0
7
|
Verified
8.9
318
|
Verified
9.5
7
|
Verified
8.8
282
|
Verified
8.9
6
|
Verified
8.5
286
|
Verified
8.0
5
|
Verified
8.1
229
|
Verified
Not enough data
Functionality
9.4
334
|
Verified
9.5
7
|
Verified
8.7
270
|
Verified
8.6
6
8.7
267
|
Verified
8.9
6
|
Verified
8.8
303
|
Verified
9.3
5
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
7.9
8
Not enough data
6.9
8
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
9
Not enough data
Monitoring
8.3
268
|
Verified
Feature Not Available
8.6
304
|
Verified
8.7
9
|
Verified
8.8
321
|
Verified
8.8
10
|
Verified
6.1
26
Not enough data
Management Tools
9.0
342
|
Verified
8.8
10
|
Verified
8.9
332
Feature Not Available
8.5
296
|
Verified
8.7
10
|
Verified
Generative AI
7.8
137
Not enough data
7.8
136
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
Asset Inventory
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
Generative AI
7.2
76
Not enough data
Self-Service Experience
8.4
138
Not enough data
8.7
133
Not enough data
7.1
113
Not enough data
7.6
115
Not enough data
8.2
134
Not enough data
Self-Service Platform
8.5
135
Not enough data
8.7
139
Not enough data
7.1
108
Not enough data
8.1
130
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
737
8.7
31
8.9
740
8.7
33
9.0
794
9.1
34
8.6
730
7.0
29
8.6
694
7.1
30
Reporting
8.6
775
7.3
31
8.2
638
7.4
28
8.2
617
6.9
24
Access & Usability
8.4
703
5.0
25
8.9
726
7.6
33
8.5
551
8.6
33
8.7
563
7.1
25
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
Freshservice is categorized as IT Asset Management, IT Alerting, Enterprise IT Management, Customer Self-Service, and Configuration Management
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
5.6%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.3%
Information Technology and Services
24.1%
Education Management
19.0%
Higher Education
6.9%
Hospital & Health Care
6.9%
Banking
3.4%
Other
39.7%
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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