# Helpdesk 365 vs SolarWinds Service Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SolarWinds Service Desk excels in providing a **single interface** for managing incidents, problems, and change orders, making it a flexible and scalable solution for IT service management. Users appreciate its intuitive design, which simplifies ticket and service request management without requiring extensive training.
- **Users say** Helpdesk 365 stands out for its **24/7 customer support** and user-friendly interface, which enhances the overall experience. Reviewers highlight its ability to effectively track IT tickets and workflows, ensuring that service level agreements (SLAs) are met and user satisfaction is maintained.
- **According to verified reviews** , SolarWinds Service Desk has a higher overall G2 Score, indicating greater user satisfaction. This is reflected in its strong performance in areas like ticketing and asset management, where users find it particularly effective in streamlining their IT processes.
- **Reviewers mention** that Helpdesk 365 offers a slightly better experience in terms of ease of setup and use, with many users noting that it is straightforward to implement and navigate. This can be a significant advantage for teams looking to minimize downtime during the onboarding process.
- **G2 reviewers highlight** the quality of support provided by Helpdesk 365, which is rated higher than that of SolarWinds Service Desk. Users appreciate the responsiveness and availability of support, which can be crucial for organizations that rely heavily on timely assistance for their IT needs.
- **Users report** that while SolarWinds Service Desk has a robust feature set, it sometimes struggles to meet specific workflow requirements, leading to configuration challenges. In contrast, Helpdesk 365 is praised for its adaptability and user-centric design, which helps teams maintain efficiency in their daily operations.



| | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 240 | 785 | 
| **Largest Market Segment** | Mid-Market (76.6% of reviews) | Mid-Market (68.3% of reviews) | 
| **Entry Level Price** | Starting at $24.99 | $39.00 Per Month | 

---
## Top Pros & Cons

### Helpdesk 365

Pros:
- Ease of Use (28 reviews)
- Customer Support (13 reviews)

Cons:
- Slow Performance (5 reviews)
- Complex Setup (4 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 | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
  | **Meets Requirements** | 9.2 (65 reviews) | 8.6 (694 reviews) | 
  | **Ease of Use** | 9.4 (236 reviews) | 9.0 (712 reviews) | 
  | **Ease of Setup** | 9.2 (122 reviews) | 8.6 (572 reviews) | 
  | **Ease of Admin** | 8.8 (31 reviews) | 8.9 (580 reviews) | 
  | **Quality of Support** | 9.7 (64 reviews) | 8.9 (681 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (30 reviews) | 9.0 (560 reviews) | 
  | **Product Direction (% positive)** | 9.8 (63 reviews) | 9.0 (678 reviews) | 

---
## Pricing

### Helpdesk 365

#### Entry-Level Pricing

Plan: Plus

Price: Starting at $24.99

Description: per user / month, billed yearly

Key Features:
- 50 ticket requesters
- Unlimited support tickets
- Service fields

[Browse all 4 editions](https://www.g2.com/products/helpdesk-365/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 |
|---|---|---|
| **Helpdesk 365** | 8.7/10 | 12 |
| **SolarWinds Service Desk** | N/A | N/A |

#### Ticket and Case Management

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (10 reviews) | Not enough data | 
| **Ticket response user experience** | 8.8 (10 reviews) | Not enough data | 
| **Workflow** | 9.3 (9 reviews) | Not enough data | 
| **Response Automation** | 9.1 (9 reviews) | Not enough data | 
| **SLA Management** | 9.4 (8 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.8 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.3 (9 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.3 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | Helpdesk 365 | 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 | Helpdesk 365 | 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 | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Customer Portal** | 9.0 (8 reviews) | Not enough data | 
| **Email to Case** | 9.1 (11 reviews) | Not enough data | 
| **Chat/Live Support** | 7.2 (9 reviews) | Not enough data | 
| **Social Integration** | 7.1 (8 reviews) | Not enough data | 
| **Voice** | 6.9 (7 reviews) | Not enough data | 

#### Platform

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Mobile User Support** | 8.7 (9 reviews) | Not enough data | 
| **Customization ** | 9.1 (9 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.7 (10 reviews) | Not enough data | 
| **Integration** | 8.3 (9 reviews) | Not enough data | 
| **Reporting** | 8.8 (10 reviews) | Not enough data | 
| **Dashboards** | 8.5 (10 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | 8.3/10 | 6 |
| **SolarWinds Service Desk** | 8.5/10 | 143 |

#### Administration

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Change Management** | 9.2 (6 reviews) | 8.7 (106 reviews) ✓ Verified | 
| **Asset Management** | 7.8 (6 reviews) | 8.5 (114 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (6 reviews) | 8.3 (122 reviews) ✓ Verified | 

#### Service Desk

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Help Desk** | 9.4 (6 reviews) | 9.3 (128 reviews) ✓ Verified | 
| **Incident Reports** | 9.4 (6 reviews) | 9.2 (126 reviews) ✓ Verified | 
| **Process Workflow** | 8.6 (6 reviews) | 8.7 (124 reviews) ✓ Verified | 

#### Management

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Reporting** | 8.1 (6 reviews) | 8.1 (68 reviews) ✓ Verified | 
| **Administration Console** | 8.3 (6 reviews) | 8.8 (66 reviews) ✓ Verified | 
| **Access Management** | 8.1 (6 reviews) | 8.5 (65 reviews) ✓ Verified | 
| **Asset Management** | 7.5 (6 reviews) | 8.3 (61 reviews) ✓ Verified | 
| **Policy Dictation** | 7.2 (6 reviews) | 7.5 (48 reviews) ✓ Verified | 

#### Functionality

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Ticketing System** | 8.9 (6 reviews) | 9.2 (74 reviews) ✓ Verified | 
| **Performance Logging** | 8.1 (6 reviews) | 8.2 (55 reviews) ✓ Verified | 
| **Alerting** | 7.2 (6 reviews) | 8.7 (62 reviews) ✓ Verified | 
| **Automation** | 7.8 (6 reviews) | 8.1 (67 reviews) ✓ Verified | 

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

| Feature | Helpdesk 365 | 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 | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **SolarWinds Service Desk** | 7.6/10 | 108 |

#### Monitoring

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.4 (76 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 8.5 (85 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (90 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 4.3 (9 reviews) | 

#### Management Tools

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.0 (96 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 8.7 (99 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 8.4 (85 reviews) ✓ Verified | 

#### Generative AI

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.9 (24 reviews) | 
| **AI Text Summarization** | Not enough data | 6.5 (24 reviews) | 

#### Agentic AI - Incident Management

| Feature | Helpdesk 365 | 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 | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **SolarWinds Service Desk** | 8.2/10 | 76 |

#### Asset Inventory

| Feature | Helpdesk 365 | 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 | Helpdesk 365 | 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 | Helpdesk 365 | 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 | Helpdesk 365 | 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 |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Functionality

| Feature | Helpdesk 365 | 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 | Helpdesk 365 | 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 | Helpdesk 365 | 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 |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Generative AI

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Helpdesk 365 | 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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | 8.8/10 | 35 |
| **SolarWinds Service Desk** | 8.3/10 | 488 |

#### Incident Management

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Automate Ticket Routing** | 8.9 (33 reviews) | 8.6 (430 reviews) | 
| **Ticket Prioritization** | 9.3 (32 reviews) | 8.6 (423 reviews) | 
| **Ticket Notifications** | 9.2 (33 reviews) | 8.8 (459 reviews) | 
| **Knowledge Base** | 8.8 (30 reviews) | 8.3 (412 reviews) | 
| **Knowledge Base/Ticket Integration** | 9.0 (30 reviews) | 8.5 (396 reviews) | 

#### Reporting

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Dashboards** | 8.9 (31 reviews) | 8.3 (455 reviews) | 
| **Time Tracking** | 8.6 (30 reviews) | 8.2 (356 reviews) | 
| **Surveys** | 8.3 (30 reviews) | 8.0 (329 reviews) | 

#### Access & Usability

| Feature | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Mobile** | 8.2 (30 reviews) | 7.2 (359 reviews) | 
| **Self Service** | 9.1 (34 reviews) | 8.5 (401 reviews) | 
| **Active Directory** | 9.1 (30 reviews) | 8.3 (340 reviews) | 
| **Multi-Channel Access** | 8.7 (29 reviews) | 8.5 (276 reviews) | 

#### Agentic AI - Service Desk

| Feature | Helpdesk 365 | 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 | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Helpdesk 365 (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to SolarWinds Service Desk (3):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Incident Management Software](https://www.g2.com/categories/incident-management), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Helpdesk 365 | SolarWinds Service Desk | 
|---|---|---|
| **Small-Business** | 9.7% | 7.9% | 
| **Mid-Market** | 76.6% | 68.3% | 
| **Enterprise** | 13.6% | 23.7% | 

### By Industry

#### Helpdesk 365

- **Insurance:** 10.0%
- **Computer & Network Security:** 7.5%
- **Information Technology and Services:** 6.7%
- **Computer Software:** 5.8%
- **Non-Profit Organization Management:** 3.8%
- **Financial Services:** 3.3%
- **Health, Wellness and Fitness:** 3.3%
- **Education Management:** 2.9%
- **Hospital & Health Care:** 2.9%
- **Manufacturing:** 2.9%
- **Other:** 50.8%

#### 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 Helpdesk 365

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6995 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1899 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7766 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1214 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (613 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (465 reviews)

### Alternatives to SolarWinds Service Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1899 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 (1214 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 (4414 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)

---
## Top Discussions

### Helpdesk 365

- Title: [What is HR365 - Helpdesk used for?](https://www.g2.com/discussions/what-is-hr365-helpdesk-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside..."

### 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..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/helpdesk-365-vs-solarwinds-service-desk)