What users are saying about
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Top Rated
350 Ratings

Freshdesk

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Top Rated
350 Ratings
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Score 8.5 out of 100
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • SolarWinds Web Help Desk (WHD) ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.4

Freshdesk

84%
9.3

SolarWinds Web Help Desk (WHD)

93%
SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
8.7
87%
19 Ratings

Expert directory

7.8
78%
43 Ratings
9.5
95%
13 Ratings

Subscription-based notifications

8.4
84%
3 Ratings
8.8
88%
17 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
8.3
83%
14 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
9.1
91%
9 Ratings

Ticket response

8.8
88%
61 Ratings
9.2
92%
9 Ratings

Self Help Community

8.1

Freshdesk

81%
8.2

SolarWinds Web Help Desk (WHD)

82%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

External knowledge base

7.8
78%
52 Ratings
8.1
81%
6 Ratings

Internal knowledge base

8.4
84%
53 Ratings
8.4
84%
8 Ratings

Multi-Channel Help

8.2

Freshdesk

82%
8.7

SolarWinds Web Help Desk (WHD)

87%
SolarWinds Web Help Desk (WHD) ranks higher in 3/5 features

Customer portal

8.4
84%
52 Ratings
7.9
79%
8 Ratings

IVR

8.2
82%
21 Ratings
N/A
0 Ratings

Social integration

7.9
79%
37 Ratings
10.0
100%
4 Ratings

Email support

8.9
89%
60 Ratings
9.0
90%
9 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
8.0
80%
4 Ratings

Attribute Ratings

  • Freshdesk is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) is rated higher in 8 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating, Configurability, Ease of integration, Vendor post-sale, Vendor pre-sale

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
7.9

SolarWinds Web Help Desk (WHD)

79%
19 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

8.6

Freshdesk

86%
29 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Availability

9.2

Freshdesk

92%
2 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Product Scalability

9.2

Freshdesk

92%
2 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Likelihood to Recommend

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
Read full review

SolarWinds

SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Read full review

Pros

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review

SolarWinds

  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Read full review

Cons

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
Read full review

SolarWinds

  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
Read full review

Pricing Details

Freshdesk

Starting Price

$0 Up to 10 agents per user

Editions & Modules

Freshdesk editions and modules pricing
EditionModules
Pro$491
Free$02
Growth$153
Enterprise$694

Footnotes

  1. per month per agent
  2. Up to 10 agents
  3. per month per agent
  4. per month per agent

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

SolarWinds Web Help Desk (WHD)

Starting Price

Editions & Modules

SolarWinds Web Help Desk (WHD) editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
    Read full review

    SolarWinds

    We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
    Read full review

    Usability

    Freshworks Inc

    I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
    Read full review

    SolarWinds

    The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
    Read full review

    Reliability and Availability

    Freshworks Inc

    I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
    Read full review

    SolarWinds

    No answers on this topic

    Performance

    Freshworks Inc

    The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
    Read full review

    SolarWinds

    No answers on this topic

    Support Rating

    Freshworks Inc

    The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
    Read full review

    SolarWinds

    SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
    Development trouble ticket tracking and resolution. The reporting that
    SolarWinds provides is great since it helps us discover problem areas and fix
    those areas so they don't keep reoccurring
    Read full review

    In-Person Training

    Freshworks Inc

    In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
    Read full review

    SolarWinds

    No answers on this topic

    Online Training

    Freshworks Inc

    This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
    Read full review

    SolarWinds

    No answers on this topic

    Implementation Rating

    Freshworks Inc

    For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
    Read full review

    SolarWinds

    Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
    Read full review

    Alternatives Considered

    Freshworks Inc

    Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
    Read full review

    SolarWinds

    Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
    Read full review

    Contract Terms and Pricing Model

    Freshworks Inc

    The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
    Read full review

    SolarWinds

    No answers on this topic

    Scalability

    Freshworks Inc

    The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
    Read full review

    SolarWinds

    No answers on this topic

    Return on Investment

    Freshworks Inc

    • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
    • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
    • Our resolution time and turnaround time have decreased dramatically.
    • We are able to easily keep track of our support performance.
    Read full review

    SolarWinds

    • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
    • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
    • I challenge you to find a better product for the price!
    • Our documentation has improved since we implemented SolarWinds Web Help Desk
    Read full review

    Screenshots

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