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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (68.6% of reviews)
Entry-Level Pricing
$19.00
$39.00 Per Month
Freshservice
Star Rating
(1,299)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSolarWinds Service Desk
Star Rating
(765)4.3 out of 5
Market Segments
Mid-Market (68.6% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Service Desk excels in its Ticketing System with a score of 9.1, while Freshservice shines even brighter with a score of 9.5, indicating a more robust and user-friendly ticketing experience.
- Reviewers mention that Freshservice offers superior Automation capabilities, scoring 8.8 compared to SolarWinds' 8.1, which allows for more efficient workflows and reduced manual intervention.
- G2 users highlight that Freshservice's Incident Management features, particularly in Automate Ticket Routing, received a score of 9.1, outperforming SolarWinds' 8.6, suggesting a more effective system for managing and prioritizing incidents.
- Users on G2 note that Freshservice's Knowledge Base integration with tickets scored 8.7, slightly higher than SolarWinds' 8.5, indicating a more seamless experience for users seeking self-service solutions.
- Reviewers say that Freshservice's Self-Service Experience is enhanced by its higher scores in Searchable Articles (8.9) and Mobile Optimization (8.4), making it more accessible for users on the go compared to SolarWinds' lower scores.
- Users report that SolarWinds Service Desk has a strong Quality of Support rating of 8.9, but Freshservice edges ahead with a score of 9.0, reflecting a more responsive and helpful support team according to user feedback.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
For Growing Teams
- Essentials Includes:
- Chat Support
- Service Catalog
Free Trial
Freshservice
Free Trial is available
SolarWinds Service Desk
Free Trial is available
Ratings
Meets Requirements
8.9
1,163
8.6
692
Ease of Use
9.2
1,165
9.0
693
Ease of Setup
8.8
948
8.6
567
Ease of Admin
9.0
955
8.9
580
Quality of Support
9.0
1,123
8.9
666
Has the product been a good partner in doing business?
9.1
930
9.0
560
Product Direction (% positive)
9.5
1,150
9.0
676
Features by Category
Administration
8.6
316
|
Verified
8.7
107
|
Verified
8.4
341
|
Verified
8.5
111
|
Verified
8.3
369
|
Verified
8.4
121
|
Verified
Service Desk
9.4
398
|
Verified
9.3
128
|
Verified
9.1
373
|
Verified
9.2
127
|
Verified
8.8
365
|
Verified
8.7
121
|
Verified
Management
8.5
308
|
Verified
8.2
68
|
Verified
8.9
315
|
Verified
8.8
67
|
Verified
8.8
279
|
Verified
8.5
66
|
Verified
8.5
281
|
Verified
8.1
58
|
Verified
8.2
226
|
Verified
7.4
49
|
Verified
Functionality
9.4
329
|
Verified
9.1
72
|
Verified
8.7
267
|
Verified
8.3
56
|
Verified
8.8
264
|
Verified
8.7
63
|
Verified
8.8
298
|
Verified
8.1
66
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.7
5
Not enough data
8.0
5
Not enough data
8.7
5
Not enough data
8.0
5
Not enough data
7.7
5
Not enough data
8.7
5
Not enough data
8.7
5
Not enough data
Monitoring
8.3
265
|
Verified
8.4
77
|
Verified
8.6
301
|
Verified
8.5
86
|
Verified
8.8
318
|
Verified
8.8
91
|
Verified
6.2
23
4.3
10
Management Tools
9.1
339
|
Verified
9.0
97
|
Verified
8.9
329
8.7
98
|
Verified
8.5
293
|
Verified
8.4
84
|
Verified
Generative AI
7.8
134
5.9
25
7.8
133
6.4
25
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Asset Inventory
Not enough data
8.5
63
Not enough data
8.3
62
Not enough data
8.1
50
Not enough data
8.0
50
Not enough data
8.0
60
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Agentic AI - IT Asset Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
8.6
65
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.2
55
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Software Asset Management Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.2
73
Not enough data
Self-Service Experience
8.4
134
Not enough data
8.7
130
Not enough data
7.2
110
Not enough data
7.6
112
Not enough data
8.2
131
Not enough data
Self-Service Platform
8.5
132
Not enough data
8.7
136
Not enough data
7.2
105
Not enough data
8.0
127
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
68
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.1
734
8.6
428
8.9
737
8.6
424
9.0
790
8.8
458
8.6
726
8.3
412
8.6
691
8.5
396
Reporting
8.6
772
8.4
445
8.2
635
8.2
356
8.2
614
8.1
330
Access & Usability
8.4
700
7.2
359
8.9
723
8.5
400
8.4
548
8.3
340
8.7
560
8.5
277
Agentic AI - Service Desk
7.8
6
4.6
13
7.2
6
5.9
13
7.8
6
5.6
13
7.5
6
5.3
13
7.2
6
5.9
13
7.2
6
5.8
13
7.2
6
5.4
13
Analysis
7.6
174
Not enough data
Platform
8.3
230
Not enough data
8.2
213
Not enough data
8.7
256
Not enough data
8.4
284
Not enough data
8.7
316
Not enough data
Security
7.8
179
Not enough data
7.1
108
Not enough data
7.5
167
Not enough data
8.9
284
Not enough data
8.8
287
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and SolarWinds Service Desk are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
SolarWinds Service Desk is categorized as IT Asset Management and Software Asset Management Tools
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Service Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.4%
Financial Services
5.3%
Retail
4.9%
Computer & Network Security
4.1%
Non-Profit Organization Management
3.5%
Other
51.9%
Hospital & Health Care
14.0%
Education Management
8.8%
Computer Software
7.6%
Construction
6.1%
Retail
5.6%
Other
57.8%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Steve J.
Verified User in Security and Investigations
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
SolarWinds Service Desk
Most Helpful Favorable Review
Chad B.
Verified User in Financial Services
Ease of Implementation and Configuration. We considered a number of products to fulfill our Service Desk Management needs. As a whole most offer an Incident Management system, some form of Asset Management, and the ability to post solutions to your end...
Most Helpful Critical Review
Verified User in Religious Institutions
Samanage lacks the flexibility to customize it to your exact needs and preferences.
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Chad B.
Verified User in Financial Services
Ease of Implementation and Configuration. We considered a number of products to fulfill our Service Desk Management needs. As a whole most offer an Incident Management system, some form of Asset Management, and the ability to post solutions to your end...
Steve J.
Verified User in Security and Investigations
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
Verified User in Religious Institutions
Samanage lacks the flexibility to customize it to your exact needs and preferences.
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
Windows Installer
1 Comment
JB
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...Read more
How do I upload a solution article using tablets or phones?
1 Comment
DL
Unfortunately, we can’t create Solutions from the mobile app.
Read more
SolarWinds Service Desk has no more discussions with answers
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