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SolarWinds Service Desk vs xMatters: 2025 Ultimate Comparison Guide

Comparison Summary

This comparison report of SolarWinds Service Desk vs. xMatters is based on a specific set of business needs and context. The comparison uses 8824 Cuspera insights based on peer reviews, case studies, testimonials, and expert opinions across 50+ sources.

Introducing SolarWinds Service Desk and xMatters

SolarWinds Service Desk, xMatters, SysAid, Freshservice, etc., belong to a category of solutions that help Help Desk. Different products excel in different areas, so the best platform for your business will depend on your specific needs and requirements.

SolarWinds Service Desk covers Helpdesk Management, Workflow Management, Knowledge Management with User Generated Content, Sales Document Management, etc.

xMatters focuses on Engagement Management, Communication Management, Helpdesk Management with Phone Calls, Workflow Management, etc.

Unsure which of these solutions is right for you? Our Cuspera AI engine can compare them based on your needs and specific to your industry and context. Get your personalized report today.


logo SolarWinds Service Desk

Focus area

SolarWinds Service Desk is better than xMatters for

Software Failure Risk

  • medium

logo xMatters

Focus area

xMatters is better than SolarWinds Service Desk for

Software Failure Risk

  • low

About

SolarWinds Service Desk: An IT service management (ITSM) solution that understands what it takes to successfully....

xMatters | Digital Service Availability | Fast, Automated ...

Financials

M&A

PRIVATE

Business Need

Total Processes
(we found evidences for)

61

39

Total Goals
(we found evidences for)

13

9

Top Processes

Evidences indicate better relative satisfaction




knowledge management

creating knowledge base


sales document management

contract management


customer feedback management

measuring customer satisfaction

measuring net promoter score


communication management

sending & publishing communications

tracking & monitoring communications


training & onboarding


engagement management

engaging and following up


social media management

social media analytics

engaging on social media

scheduling post to social media



rating and review management



products & pricelist management



customer case management


category management


contact list management



license management


competitive intelligence






merger and acquisition



lifetime value management


revenue cycle management


sales call management



generation of new leads


discount management


promotion management


conference call management



relationship management


Top Goals

Goals Achieved

  • Enhance customer relationships

  • Scale best practices

  • Improve internal communications

  • Improve ROI

  • Manage risk

  • Improve visibility

  • Acquire customers

  • Launch new products

  • Improve efficiency

  • Improve consistency

  • Increase sales & revenue

  • Shorten ramp up time

  • Establish thought leadership

  • See 10 more
  • Acquire customers

  • Enhance customer relationships

  • Improve internal communications

  • Scale best practices

  • Manage risk

  • Improve visibility

  • Launch new products

  • Improve digital and social presence

  • Improve efficiency

  • See 6 more

Top Channels

Channels Used

  • phone calls

  • offline

  • events

  • trade shows

  • mobile

  • website

  • e-mail

  • mobile app

  • text SMS

  • social media

  • promotions

  • Facebook

  • mass media

  • chat

  • video

  • on premises

  • support groups

  • Slack

  • See 15 more
  • phone calls

  • offline

  • events

  • trade shows

  • mobile

  • website

  • e-mail

  • mobile app

  • text SMS

  • social media

  • promotions

  • Facebook

  • mass media

  • chat

  • video

  • on premises

  • support groups

  • Slack

  • See 15 more

Failure Risk Guidance Security Report?

Low Medium High
Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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low

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Integration Risk

medium

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low

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Migration Risk

low

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low

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Business Setting