<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
240 Ratings

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
240 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100
57 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

N-Central would be most appropriate in a situation where an experienced admin would like a product that is as customizable as possible. The products allows for a lot of customization, but would be less appropriate in a situation where a less experienced admin is looking for a product that requires less set up.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
N-able N-central (formerly Solarwinds N-Central)
Organize and prioritize service tickets
Freshdesk
9.0
N-able N-central (formerly Solarwinds N-Central)
Expert directory
Freshdesk
8.4
N-able N-central (formerly Solarwinds N-Central)
Subscription-based notifications
Freshdesk
8.4
N-able N-central (formerly Solarwinds N-Central)
ITSM collaboration and documentation
Freshdesk
7.6
N-able N-central (formerly Solarwinds N-Central)
Ticket creation and submission
Freshdesk
9.3
N-able N-central (formerly Solarwinds N-Central)
Ticket response
Freshdesk
9.7
N-able N-central (formerly Solarwinds N-Central)

Self Help Community

Freshdesk
8.3
N-able N-central (formerly Solarwinds N-Central)
External knowledge base
Freshdesk
8.7
N-able N-central (formerly Solarwinds N-Central)
Internal knowledge base
Freshdesk
7.9
N-able N-central (formerly Solarwinds N-Central)

Multi-Channel Help

Freshdesk
7.4
N-able N-central (formerly Solarwinds N-Central)
Customer portal
Freshdesk
8.4
N-able N-central (formerly Solarwinds N-Central)
IVR
Freshdesk
3.0
N-able N-central (formerly Solarwinds N-Central)
Social integration
Freshdesk
7.6
N-able N-central (formerly Solarwinds N-Central)
Email support
Freshdesk
9.8
N-able N-central (formerly Solarwinds N-Central)
Help Desk CRM integration
Freshdesk
8.3
N-able N-central (formerly Solarwinds N-Central)

Monitoring Tasks

Freshdesk
N-able N-central (formerly Solarwinds N-Central)
5.8
Remote monitoring
Freshdesk
N-able N-central (formerly Solarwinds N-Central)
4.0
Network device monitoring
Freshdesk
N-able N-central (formerly Solarwinds N-Central)
6.0
Multiple Server Monitoring
Freshdesk
N-able N-central (formerly Solarwinds N-Central)
6.0
Multi-device monitoring
Freshdesk
N-able N-central (formerly Solarwinds N-Central)
6.0
Automated alerts and notifications
Freshdesk
N-able N-central (formerly Solarwinds N-Central)
7.0

Management Tasks

Freshdesk
N-able N-central (formerly Solarwinds N-Central)
6.7
Patch Management
Freshdesk
N-able N-central (formerly Solarwinds N-Central)
6.7

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

  • Remote tasks - entry-level techs can run basic tasks without physically touching a piece of equipment.
  • Remote support - remote controlling user devices is easy and saves a lot of time with having to initiate a remote session.
  • Management of devices, particularly patch management and anti-virus management - you can automatically approve and deploy patches and schedule automatic AV scans.
Nicolas Poague | TrustRadius Reviewer

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

  • It is a large piece of software and does take some time to get set-up and configured.
  • Limitations with some basic monitoring like site down/internet down and server state make it difficult to have accurate monitoring information.
  • Reports and reporting are minimal, not very customizable and not pretty.
Robert Guy | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

N-able N-central (formerly Solarwinds N-Central) 9.1
Based on 2 answers
Overall we have liked our solar winds experience, however, as our company has grown to support larger enterprises, this product does not have the functionality that our teams need in order to fully support them. The lack of granularity with backups and lack of ability to support nutanix environments is slowly drawing us into the use of other tools.
Anonymous | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 8.8
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

N-able N-central (formerly Solarwinds N-Central) 9.0
Based on 3 answers
The user interface is fairly straight forward, with logic groupings for objects. I did not deploy this software, but am one of the daily administrators. Once you get the correct agent package (Which can be a challenge) the integration into AD is not bad. The UI could be more customized, but that may have been a design choice.
Anonymous | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

N-able N-central (formerly Solarwinds N-Central) 8.5
Based on 14 answers
Every time we have reached out to SolarWinds they are quick to respond, even offering support chat 24/7. Their support team is great and works with you to find solutions to issues. They have taken items we had issues with before and used those to create updates so that the issue is handled better in the future.
chris maddox | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

N-able N-central (formerly Solarwinds N-Central) 8.4
Based on 4 answers
Make sure if you your using a vm you follow the instructions for provisioning to the letter or it will be starting from square one
Howard Magnes | TrustRadius Reviewer

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

SolarWinds N-central is on the more unique side of tools because it can do so many things, and do most of them quite well. For patching, it is much easier to use than SCCM. In terms of monitoring, it is not great out of the box and requires tweaking to take full advantage. Since it is agent-based, any time an agent fails to check in, it means that that device is effectively no longer being managed. It can take a great deal of effort to maintain and remediate agent issues.
It is a great tool to manage small to medium-sized environments, but would struggle to cover all the angles required in a larger enterprise setting.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

N-able N-central (formerly Solarwinds N-Central)

  • Allows the service desk to quickly connect to computers and troubleshoot issues in less time
  • Minimizes user downtime by allowing installs to run in the background
  • Allows for management of updates and the ability to let the user postpone the update if needed
Ashley Babiarz | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

N-able N-central (formerly Solarwinds N-Central)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

N-able N-central (formerly Solarwinds N-Central) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
N-able N-central (formerly Solarwinds N-Central)
8.6

Likelihood to Renew

Freshdesk
10.0
N-able N-central (formerly Solarwinds N-Central)
9.1

Usability

Freshdesk
8.8
N-able N-central (formerly Solarwinds N-Central)
9.0

Support Rating

Freshdesk
9.1
N-able N-central (formerly Solarwinds N-Central)
8.5

Implementation Rating

Freshdesk
10.0
N-able N-central (formerly Solarwinds N-Central)
8.4

Add comparison