Freshservice vs SolarWinds Web Help Desk (WHD) | TrustRadius

What users are saying about

Score 8.7 out of 10

Based on 77 reviews and ratings

Score 7.4 out of 10

Based on 51 reviews and ratings

Feature Rating Comparison

Freshservice

SolarWinds Web Help Desk (WHD)

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

Freshservice

SolarWinds Web Help Desk (WHD)

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Freshservice

SolarWinds Web Help Desk (WHD)

Change requests repository

Change calendar

Service-level management

Freshservice

SolarWinds Web Help Desk (WHD)

External knowledge base

Internal knowledge base

Freshservice

SolarWinds Web Help Desk (WHD)

Customer portal

Social integration

Email support

Help Desk CRM integration

Pros

Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.

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Help Desk Manager

Trine UniversityHigher Education, 201-500 employees

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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.

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Infrastructure Manager

AccruePartnersComputer Software, 51-200 employees

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Cons

Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming

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Sr. System Engineer

Keesing Media Group B.V.Publishing, 201-500 employees

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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

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Director of Technology

Bristol Township School DistrictEducation Management, 501-1000 employees

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Likelihood to Renew

Freshservice 9.1

Based on 1 answer

It's overall value in our organization is extremely high and it has become an essential part of our business.

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Verified User

Supervisor in Information Technology

Media Production Company, 1001-5000 employees

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SolarWinds Web Help Desk (WHD) 9.1

Based on 3 answers

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Usability

Freshservice 8.9

Based on 6 answers

On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.

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Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

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SolarWinds Web Help Desk (WHD) 7.1

Based on 2 answers

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Support Rating

Freshservice 10.0

Based on 13 answers

The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.

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Verified User

Professional in Information Technology

Health, Wellness and Fitness Company, 1001-5000 employees

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SolarWinds Web Help Desk (WHD) 8.8

Based on 8 answers

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

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Verified User

C-Level Executive in Information Technology

Information Technology and Services Company, 501-1000 employees

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Implementation Rating

Freshservice 8.2

Based on 1 answer

Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.

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Verified User

Supervisor in Information Technology

Media Production Company, 1001-5000 employees

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SolarWinds Web Help Desk (WHD) 8.0

Based on 3 answers

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Alternatives Considered

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.

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Student Health Business Systems Analyst / IT Operations

UC MercedHealth, Wellness and Fitness, 11-50 employees

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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.

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John Mahlman IV

Network Systems Administrator

The University of the ArtsHigher Education, 201-500 employees

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Return on Investment

The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.

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Assistant Director of IT

Greenville CollegeHigher Education, 201-500 employees

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By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
We have had a great ROI from SW ever since we started with them.
They help make us look great to clients!
Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
Their client facing materials are clear and reasonably easy to understand.

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CEO

US DataVault, IncComputer & Network Security, 11-50 employees

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Screenshots

See All (7) Freshservice Screenshots

See All (6) SolarWinds Web Help Desk (WHD) Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

$19

Freshservice Editions & Modules

Edition

Starter	$19.00¹
Growth	$49.00¹
Pro	$89.00¹

Per Month Per User

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

SolarWinds Web Help Desk (WHD) Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Freshservice

SolarWinds Web Help Desk (WHD)

Freshservice

SolarWinds Web Help Desk (WHD)

Freshservice

SolarWinds Web Help Desk (WHD)

Freshservice

SolarWinds Web Help Desk (WHD)

Freshservice

SolarWinds Web Help Desk (WHD)

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