Freshservice vs SolarWinds Service Desk vs Freshdesk
Overview
Freshservice
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
SolarWinds Service Desk
For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know h...ow to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Freshdesk
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Freshservice
- Freshservice Blossom $19
- Freshservice Garden $49
- Freshservice Estate $95
- Freshservice Forest $119
- Free trial not available
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial not available
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial not available
Feature comparison
Freshservice
6.1/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Email signatures
- Interaction History (Ticket activities)
- Restricted conversation views
- Skills-based routing
- To-dos
- Canned forms
- Contextual Workspaces
- Macros
- Session replay
- Summary app
5/10
- Linked tickets
- Parent-child ticketing
- Collaboration
- Contextual collaboration with Freshconnect
10/10
- Asset Relationship Mapping
- ITSM Process Integration
5.4/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Device data log
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- Ticket sharing
- SLA reporting
8.6/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
9.1/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
7.1/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
8.6/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- HubSpot Integration
3.3/10
- MSP
- Mobile Devices
- People Shared Services Ready
6/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Zendesk Benchmark
- Advanced Insights
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
8.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
4.2/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Facebook
- Multibrand Support
- Twitter
6.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Outgoing SMTP settings
- Ticket export
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
8.2/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
SolarWinds Service Desk
6.1/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Email signatures
- Interaction History (Ticket activities)
- Restricted conversation views
- Skills-based routing
- To-dos
- Canned forms
- Contextual Workspaces
- Macros
- Session replay
- Summary app
2.5/10
- Linked tickets
- Parent-child ticketing
- Collaboration
- Contextual collaboration with Freshconnect
10/10
- Asset Relationship Mapping
- ITSM Process Integration
6.9/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Device data log
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
6.7/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- Ticket sharing
- SLA reporting
7.1/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
7.1/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
5.7/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
5.7/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- HubSpot Integration
6.7/10
- MSP
- Mobile Devices
- People Shared Services Ready
5/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Zendesk Benchmark
- Advanced Insights
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
7/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
3.3/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Facebook
- Multibrand Support
- Twitter
4.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Outgoing SMTP settings
- Ticket export
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
5.5/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Freshdesk
9.6/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Email signatures
- Interaction History (Ticket activities)
- Restricted conversation views
- Skills-based routing
- To-dos
- Canned forms
- Contextual Workspaces
- Macros
- Session replay
- Summary app
10/10
- Linked tickets
- Parent-child ticketing
- Collaboration
- Contextual collaboration with Freshconnect
0/10
- Asset Relationship Mapping
- ITSM Process Integration
9.2/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Device data log
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- Ticket sharing
- SLA reporting
5.7/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
8.6/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
10/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- HubSpot Integration
0/10
- MSP
- Mobile Devices
- People Shared Services Ready
8/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Zendesk Benchmark
- Advanced Insights
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
7.8/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
9.2/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Facebook
- Multibrand Support
- Twitter
10/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Outgoing SMTP settings
- Ticket export
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
8.2/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Reviews
Freshservice
5 of 5 May 22, 2020
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5 April 17, 2019
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5 April 16, 2019
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
SolarWinds Service Desk
4 of 5 March 15, 2018
The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to dig...
4 of 5 March 13, 2018
Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect s...
5 of 5 January 20, 2018
The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our p...
Freshdesk
4 of 5 March 28, 2019
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
4 of 5 March 28, 2019
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
5 of 5 March 18, 2019
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...