Freshservice vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
ScoreĀ 8.6Ā outĀ ofĀ 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
SolarWinds Web Help Desk (WHD)
ScoreĀ 5.1Ā outĀ ofĀ 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.
$533
per year per user
Pricing
FreshserviceSolarWinds Web Help Desk (WHD)
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
No answers on this topic
Offerings
Pricing Offerings
FreshserviceSolarWinds Web Help Desk (WHD)
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual billing.SolarWinds also offers Perpetual licensing starting at $1129 per technician.
More Pricing Information
Community Pulse
FreshserviceSolarWinds Web Help Desk (WHD)
Considered Both Products
Freshservice
Chose Freshservice
Web Help Desk did not include the features that Freshservice has to offer, and the cost was more. It had limited system integration compared to Freshservice.
SolarWinds Web Help Desk (WHD)

No answer on this topic

Features
FreshserviceSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
157 Ratings
0% above category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
18% above category average
Organize and prioritize service tickets9.1157 Ratings9.819 Ratings
Expert directory8.3109 Ratings10.013 Ratings
Service restoration8.197 Ratings00 Ratings
Self-service tools8.2139 Ratings00 Ratings
Subscription-based notifications7.9114 Ratings9.817 Ratings
ITSM collaboration and documentation7.8130 Ratings9.014 Ratings
ITSM reports and dashboards8.1136 Ratings00 Ratings
Ticket creation and submission00 Ratings9.99 Ratings
Ticket response00 Ratings9.99 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.5
125 Ratings
9% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement7.4117 Ratings00 Ratings
Asset management dashboard7.6122 Ratings00 Ratings
Policy and contract enforcement7.687 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.0
122 Ratings
6% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Change requests repository7.8115 Ratings00 Ratings
Change calendar7.997 Ratings00 Ratings
Service-level management8.3113 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshservice
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
16% above category average
External knowledge base00 Ratings9.46 Ratings
Internal knowledge base00 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshservice
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
17% above category average
Customer portal00 Ratings9.78 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.99 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
FreshserviceSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
ScoreĀ 9.3Ā outĀ ofĀ 10
SysAid
SysAid
ScoreĀ 8.9Ā outĀ ofĀ 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
8.6
(158 ratings)
5.0
(19 ratings)
Likelihood to Renew
8.5
(10 ratings)
10.0
(4 ratings)
Usability
9.5
(14 ratings)
5.0
(4 ratings)
Availability
9.0
(5 ratings)
-
(0 ratings)
Performance
7.9
(6 ratings)
-
(0 ratings)
Support Rating
8.2
(122 ratings)
10.0
(5 ratings)
In-Person Training
7.3
(1 ratings)
-
(0 ratings)
Online Training
7.2
(3 ratings)
-
(0 ratings)
Implementation Rating
9.1
(9 ratings)
10.0
(2 ratings)
Configurability
8.0
(5 ratings)
10.0
(1 ratings)
Contract Terms and Pricing Model
7.6
(3 ratings)
-
(0 ratings)
Ease of integration
6.6
(7 ratings)
9.0
(1 ratings)
Product Scalability
8.1
(6 ratings)
-
(0 ratings)
Professional Services
8.6
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.3
(4 ratings)
9.0
(1 ratings)
Vendor pre-sale
7.1
(5 ratings)
8.0
(1 ratings)
User Testimonials
FreshserviceSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Freshworks Inc
The constant level of improvement is well suited for organizations that are on a similar path. There is great support from account managers, technical resources, documentation and other programs. The UI is intuitive, the system is easy to learn and navigate.
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
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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
  • Workflow management is hard to troubleshoot
  • Some default fields can't be changed
  • FAQ has no history
  • Work flow management can't be managed via API or a command line
  • Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
  • Automatic backup of assets and FAQ is not possible
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
  • I would like to see the UI updated. It looks old, even in the latest releases.
Read full review
Likelihood to Renew
Freshworks Inc
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
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
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
Read full review
SolarWinds
It's not cloud based so users have to be on the network to submit a ticket. It doesn't plug into Google or Microsoft Azure so all inventory has to be manually entered. It seems like solar winds is allowing the product to slow fall into obsolescence
Read full review
Reliability and Availability
Freshworks Inc
Downtime is minimal (it does happen but not often)
Read full review
SolarWinds
No answers on this topic
Performance
Freshworks Inc
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
Read full review
SolarWinds
No answers on this topic
Support Rating
Freshworks Inc
The support experience has been a bit hit and miss. While it's always quick to get in touch with someone, when it comes to more complex issues, like one we encountered, Freshservice was unable to provide a solution despite the extensive troubleshooting we did on our end. Additionally, the AI chatbot has occasionally provided incorrect answers. However, for simpler queries, the support has been excellent and responsive.
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
Training was enough to use the base website
Read full review
SolarWinds
No answers on this topic
Online Training
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
Read full review
SolarWinds
No answers on this topic
Implementation Rating
Freshworks Inc
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.
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
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.
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
Was not able to update us proactively about our renewal causing lost of access
Read full review
SolarWinds
No answers on this topic
Scalability
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
Read full review
SolarWinds
No answers on this topic
Professional Services
Freshworks Inc
We did not have professional services.
Read full review
SolarWinds
No answers on this topic
Return on Investment
Freshworks Inc
  • We had no ticketing system at all so we had no idea of the workload, we now do
  • We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
  • We have lowered MTTR every month since turning on fresh service
  • We have increased 1st all resolution every month
  • We have been able to start talking about real SLA's with the business
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

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management

SolarWinds Web Help Desk (WHD) Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of