Overview: freshdesk and SolarWinds Service Desk as Help Desk Category solutions.

Freshdesk and SolarWinds Service Desk offer distinctive strengths in the help desk software space. Freshdesk excels with comprehensive support capabilities and an extensive feature set, making it well-suited for a wide range of industries, particularly large enterprises. SolarWinds Service Desk, while offering fewer capabilities, emphasizes workflow management and risk management, and appeals to enterprises focusing on ROI improvement and visibility. Each product caters differently to user needs, with Freshdesk focusing on ease of integration and support, while SolarWinds Service Desk prioritizes workflow and training.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

SolarWinds Service Desk: Solarwinds Service Desk is an ITSM solution designed to effectively manage employee services. A free trial is available for users.

freshdesk and SolarWinds Service Desk: Best Use cases based on the customer satisfaction data

freshdesk

4.5

AI Powered

SolarWinds Service Desk

4.5

AI Powered

Key Capabilities Supported

Freshdesk facilitates helpdesk management, knowledge management, and engaging communication. It enhances the feedback loop and streamlines workflow management. read more →

SolarWinds Service Desk focuses on helpdesk and workflow management. It aids in contract and sales document management, catering to structured settings. read more →

Business Goals

Freshdesk helps enhance customer relationships and acquisition. It supports efficiency improvement and scales practices for increased sales. read more →

SolarWinds Service Desk aims to enhance customer interactions and scale best practices. It also improves ROI and helps manage business risks. read more →

Core Features

Features in Freshdesk include robust integrations, custom reports, and ease of data migration, appealing to large enterprises. read more →

SolarWinds Service Desk offers training & onboarding, and strong integration, suitable for enterprises needing structured onboarding programs. read more →

Vendor Support

With 24/7 support and multiple channels such as email, chat, and phone, Freshdesk covers diverse customer support needs. read more →

SolarWinds Service Desk offers 24/7 support with training, focusing on phone and chat, meeting the needs of operations requiring immediate assistance. read more →

Segments and Industries

Freshdesk is popular among large enterprises and IT services. Its flexibility supports various industries, emphasizing software development and education. read more →

SolarWinds Service Desk is favored in educational and IT sectors, addressing enterprises' need for systematic management in these fields. read more →

Operational Alignment

Freshdesk aligns with operations looking for scalable solutions and complex environments, particularly helping IT and educational institutions. read more →

Designed for enterprises seeking streamlined workflows, SolarWinds Service Desk suits structured environments like education and IT services. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

high

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Integration Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Migration Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

Phone Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for freshdesk and SolarWinds Service Desk

How efficiently Does freshdesk and SolarWinds Service Desk manage your Helpdesk Management?

Freshdesk and Solarwinds Service Desk are both helpdesk management tools that provide ticket creation, tracking, and management features. Freshdesk excels at creating a user-friendly experience for customers and agents, making it ideal for organizations of all sizes. Solarwinds Service Desk focuses on robust features and advanced functionalities, suitable for more complex IT environments and larger organizations. However, both tools can be expensive, which can limit their accessibility for smaller businesses.

"...Our support center uses a broad set of rules and groups that assists in routing work to the proper location...." Peer review by Verified Reviewer, Consumer Electronics

"...We use Samanage as our company-wide help desk portal and for IT inventory of desktops, laptops, tablets, and iPads...." Peer review by Eric Broz, System Administrator, Turning Technologies

What benefits does freshdesk and SolarWinds Service Desk offer for Knowledge Management?

Freshdesk and Solarwinds Service Desk both provide knowledge base functionality to help users find answers independently. Freshdesk allows for more control over access to knowledge base articles and integrates with other support channels like chat and ticketing. Solarwinds Service Desk offers an easy-to-use knowledge base that can be customized, but lacks the same level of integration with other support channels. Both tools have limitations in their knowledge base functionality, such as the need for more robust search capabilities.

"...We are able to provide knowledge based videos and guides to help our clients serve their needs...." Peer review by Administrator

"...Cloud based, built on ITIL principles, customer service feedback, built in asset inventory, knowledge base and a service catalog all in one place!..." Peer review by Jodie K., Interim Director of Technology Services, Education

How does freshdesk and SolarWinds Service Desk address your Customer Feedback Management Challenges?

Both Freshdesk and Solarwinds Service Desk gather and measure customer feedback. Freshdesk provides a more comprehensive approach with customer satisfaction surveys, integration with CRM, and reporting capabilities. Solarwinds Service Desk focuses on ease of collection, including features like private comments and keyword-based routing, and offers customer satisfaction analytics. However, Solarwinds Service Desk currently only allows limited feedback options like thumbs up or thumbs down, limiting the depth of customer sentiment analysis.

"...Satisfaction of my customers, Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats, It s easy to add or delete agents whenever I want...." Peer review by Jorge D., Information Technology and Services

"...It has also helped us to keep track of various performance metrics, for example customer satisfaction and how quickly we respond to requests...." Peer review by Verified User, Technician in Information Technology, Education