SolarWinds Web Help Desk and Freshservice are products in the helpdesk solutions market. Freshservice has an advantage due to advanced features and user-friendly design, aligning better with customer priorities despite the higher cost.
Features: SolarWinds Web Help Desk offers robust asset management, customizable ticketing features, and Power BI integration for reporting. Freshservice provides an intuitive interface, automated workflows, and includes ITIL processes, offering comprehensive helpdesk management.
Room for Improvement: SolarWinds could benefit from easier deployment options, better mobile access, and enhanced reporting features. Freshservice could improve by offering more extensive customization options, optimizing mobile app features, and refining its AI add-on for better case analysis.
Ease of Deployment and Customer Service: Freshservice supports cloud-based deployment with a straightforward setup and responsive customer service, suited for limited IT resources. SolarWinds requires more substantial IT involvement due to its powerful on-premise solutions, potentially leading to deployment delays.
Pricing and ROI: SolarWinds Web Help Desk offers a lower initial setup cost, appealing to budget-conscious companies. Freshservice's higher pricing is justified by extensive features and cloud convenience, resulting in a higher return on investment over time due to enhanced capabilities.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| SolarWinds Web Help Desk | 1.5% |
| Other | 94.3% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 1 |
| Large Enterprise | 3 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
