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Freshservice vs SolarWinds Web Help Desk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

Sentiment score
7.5
Freshservice support is praised for responsiveness but criticized for navigation challenges, misunderstandings, and inconsistent satisfaction with issue resolution.
No sentiment score available
 

Room For Improvement

Sentiment score
4.6
Freshservice needs better reporting, customization, integration, and workflow management, along with improvements in analytics and support features.
No sentiment score available
There's limited experience with the CMDB or asset management features.
 

Scalability Issues

Sentiment score
8.4
Freshservice scales well for small to medium businesses, despite customization limits and cost concerns for larger enterprises.
No sentiment score available
 

Setup Cost

No sentiment score available
Enterprise buyers should explore Freshservice's flexible licensing and competitive pricing, assessing feature costs and scalability per needs.
No sentiment score available
The solution offers flat licensing and appears to be cost-effective.
 

Stability Issues

Sentiment score
8.5
Freshservice is praised for reliability and stability, with minor issues in integration and data imports occasionally noted by users.
No sentiment score available
 

Valuable Features

Sentiment score
8.3
Freshservice excels with its user-friendly design, scalability, and comprehensive features, boosting IT productivity and offering flexible pricing.
No sentiment score available
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
9th
Average Rating
8.0
Reviews Sentiment
7.5
Number of Reviews
33
Ranking in other categories
Project Management Software (14th), Cloud Management (17th), IT Asset Management (9th), IT Service Management (ITSM) (7th)
SolarWinds Web Help Desk
Ranking in Help Desk Software
16th
Average Rating
7.6
Reviews Sentiment
7.5
Number of Reviews
7
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Freshservice is 3.4%, down from 3.8% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Tim Guilder - PeerSpot reviewer
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
Shadi Shaar - PeerSpot reviewer
Supports case and incident reporting with responsive support
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
7%
Government
6%
Financial Services Firm
6%
Educational Organization
79%
University
3%
Retailer
3%
Computer Software Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
What needs improvement with SolarWinds Web Help Desk?
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...
What is your primary use case for SolarWinds Web Help Desk?
SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...
What advice do you have for others considering SolarWinds Web Help Desk?
SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...
 

Also Known As

Flint
No data available
 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
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Find out what your peers are saying about Freshservice vs. SolarWinds Web Help Desk and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.