SolarWinds Service Desk vs Freshservice 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
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
Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
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
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
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
- Dynamic content
- Occasional agents
- Personal canned responses
- Shared canned responses
- Traffic cop
- Canned forms
- Contextual Workspaces
- Macros
- Session replay
- Summary app
10/10
- Asset Relationship Mapping
- ITSM Process Integration
2.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
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
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Auto reply
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
5.7/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Related articles
- 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
- Gamification
- Private custom apps
- Webhooks
- Email integration with Outlook
- HubSpot Integration
6.7/10
- Mobile Devices
- People Shared Services Ready
- MSP
5/10
- 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
- Analytics
- Schedule Data Export
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- 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
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
3.3/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Facebook
- Multibrand Support
- Twitter
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
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Ticket templates
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
5.5/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Multiple currencies
- Project Management
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Freshservice
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
- Dynamic content
- Occasional agents
- Personal canned responses
- Shared canned responses
- Traffic cop
- Canned forms
- Contextual Workspaces
- Macros
- Session replay
- Summary app
10/10
- Asset Relationship Mapping
- ITSM Process Integration
5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
5.4/10
- 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
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Auto reply
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
8.6/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
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
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
7.1/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Related articles
- Internal Help Center
- SEO
8.6/10
- 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
- Gamification
- Private custom apps
- Webhooks
- Email integration with Outlook
- HubSpot Integration
3.3/10
- Mobile Devices
- People Shared Services Ready
- MSP
6/10
- 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
- Analytics
- Schedule Data Export
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- 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
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
4.2/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Facebook
- Multibrand Support
- Twitter
6.5/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Ticket templates
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
8.2/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Multiple currencies
- Project Management
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
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
- Dynamic content
- Occasional agents
- Personal canned responses
- Shared canned responses
- Traffic cop
- Canned forms
- Contextual Workspaces
- Macros
- Session replay
- Summary app
0/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
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
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Auto reply
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
8.6/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Related articles
- 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
- Gamification
- Private custom apps
- Webhooks
- Email integration with Outlook
- HubSpot Integration
0/10
- Mobile Devices
- People Shared Services Ready
- MSP
8/10
- 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
- Analytics
- Schedule Data Export
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- 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
- 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
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
9.2/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Facebook
- Multibrand Support
- Twitter
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
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Ticket templates
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Undo send
8.2/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Multiple currencies
- Project Management
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Reviews
SolarWinds Service Desk
4 of 5
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
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
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...
Freshservice
5 of 5
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
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
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
Freshdesk
4 of 5
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
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
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...