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

Both SolarWinds Service Desk and Zoho Desk are strong contenders in the helpdesk solutions market, with each catering to different user needs. SolarWinds focuses on enterprises needing comprehensive helpdesk, workflow, and communication management with strong vendor support. Zoho Desk, on the other hand, emphasizes helpdesk management, customer engagement, and robust integration options, appealing to a wider range of industries. It provides extensive support and is favored by larger enterprises and IT services firms.

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

Zoho Desk: Zoho Desk is an online customer service help desk software designed for happier customers and empowered agents. A 15-day free trial is offered for new users.

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

SolarWinds Service Desk

Key Capabilities Supported

SolarWinds focuses on helpdesk and workflow management, complemented by strong communication management features. read more →

Zoho Desk excels in helpdesk management, with strong capabilities in customer feedback and social media management. read more →

Business Goals

SolarWinds helps strengthen customer relationships and internal communications for improved ROI. read more →

Zoho Desk aims to enhance customer relationships and help users acquire more customers efficiently. read more →

Core Features

Custom reports, ease of migration, and data import are key strengths of SolarWinds Service Desk. read more →

Zoho Desk stands out with its analytics, AI features, and seamless integration capabilities. read more →

Vendor Support

The service offers robust 24/7 support with phone, chat, and email options. read more →

Zoho Desk also provides extensive support, particularly strong in chat, email, and phone assistance. read more →

Segments and Industries

Mostly used by enterprises, SolarWinds is favored in education and IT services. read more →

Zoho Desk is popular among large enterprises and caters well to IT and non-profit sectors. read more →

Operational Alignment

SolarWinds fits well with enterprise-level workflows and larger organizational needs. read more →

Zoho Desk adapts to diverse operational environments, suitable for various industries and scales. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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high

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Integration Risk

medium

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medium

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Migration Risk

low

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for SolarWinds Service Desk and Zoho Desk

How does SolarWinds Service Desk and Zoho Desk facilitate Helpdesk Management?

Solarwinds Service Desk and Zoho Desk both help manage help desk tickets. Solarwinds Service Desk is used for both internal and external help desks, whereas Zoho Desk is primarily used for customer service. Solarwinds Service Desk offers robust features, including asset management, while Zoho Desk excels at live chat and help center customization. Both tools have limitations, as Solarwinds Service Desk can feel too basic for advanced users and Zoho Desk lacks custom app integration.

"...The help desk portion of the software allows for attaching configuration items which enables tracking for multiple incidents...." Peer review by Josh A., Help Desk Technician, Computer Software

"...Those who want complete CALL center and CRM solution , ZOHO DESK can solve almost all your problems, Open API will help to customize further also...." Peer review by Goga G, Mr.

What solutions does SolarWinds Service Desk and Zoho Desk provide for Workflow Management?

Solarwinds Service Desk and Zoho Desk both offer workflow management features. Solarwinds Service Desk focuses on providing a user-friendly interface and customizable forms that accommodate a variety of workflows. Zoho Desk prioritizes streamlined workflows that are easy for both agents and end users to understand and utilize. Both tools offer mobile applications to enhance workflow management. However, Solarwinds Service Desk users have reported limitations with the availability of workflow options in the service catalog.

"...The ease at which you can setup a helpdesk system tailored to your workflows...." Peer review by Walt M., Real Estate

"...Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets...." Peer review by Anonymous Reviewer, Oil & Energy

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

Both Solarwinds Service Desk and Zoho Desk offer knowledge base functionality. Solarwinds Service Desk focuses on ease of use and customization, allowing users to build and search their own knowledge repositories. Zoho Desk emphasizes integration with other features like ticketing and live chat, providing a comprehensive customer support platform. However, both tools have limitations: Solarwinds Service Desk's search engine could be improved, while Zoho Desk's knowledge base interface is outdated.

"...The product is user friendly, customizable to your organization and has a great knowledge base feature...." Peer review by Lindsey G., Manager of Support, Testing and School Improvement, Education

"...Email templates and knowledge base save a lot of time...." Peer review by Administrator

What Are the key features of SolarWinds Service Desk and Zoho Desk for Customer Feedback Management?

Solarwinds Service Desk and Zoho Desk both focus on improving customer satisfaction by collecting feedback. Solarwinds Service Desk offers features like private comments, keyword-based request routing, and a community forum for feedback sharing. Zoho Desk focuses on tracking customer satisfaction through surveys, agent ratings, and detailed ticket information. Solarwinds Service Desk has a limited user satisfaction feedback mechanism.

"...User-friendly; customer satisfaction data; clean layout & design; easy report exporting; incident filtering..." Peer review by Margaret Jernigan, Medical Practice

"...With Zohodesk businesses can focus on the part that really matters, that is monitoring and enhancing customer satisfaction...." Peer review by Danial M., Hospitality