SolarWinds Service Desk vs Freshdesk
Overview
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
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
SolarWinds Service Desk
6.1/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Occasional agents
- Personal canned responses
- Session replay
- Shared canned responses
- Summary app
- Traffic cop
10/10
- Asset Relationship Mapping
- ITSM Process Integration
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
6.9/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- 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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Dynamic ticket forms
- Sandbox test environment
- SLA reporting
7.1/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
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
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
6.7/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
5.7/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Email integration with Outlook
- Gamification
- HubSpot Integration
- Private custom apps
- Webhooks
10/10
- Mobile Devices
- People Shared Services Ready
5.3/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Advanced Insights
- Analytics
- Performance distribution
- Schedule Data Export
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
7.6/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- 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
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
3.3/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Facebook
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Twitter
- Web Widget
4.5/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Annotated image attachments
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Spam filtering
- Split tickets
- Ticket templates
- Undo send
- Watch tickets
6.7/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Facebook in-sync app
- Voicemail integration
Freshdesk
9.6/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Occasional agents
- Personal canned responses
- Session replay
- Shared canned responses
- Summary app
- Traffic cop
0/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
9.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- 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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Dynamic ticket forms
- Sandbox test environment
- SLA reporting
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
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
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
10/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Internal Help Center
- SEO
10/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Email integration with Outlook
- Gamification
- HubSpot Integration
- Private custom apps
- Webhooks
0/10
- Mobile Devices
- People Shared Services Ready
8.4/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Advanced Insights
- Analytics
- Performance distribution
- Schedule Data Export
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
8.6/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- 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
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
9.2/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Facebook
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Twitter
- Web Widget
10/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Annotated image attachments
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Spam filtering
- Split tickets
- Ticket templates
- Undo send
- Watch tickets
10/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Facebook in-sync app
- Voicemail integration
Reviews
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...