# Compare SolarWinds Service Desk vs Freshservice 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Freshservice and SolarWinds Service Desk based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/129478-132997/Solarwinds-Service-Desk-vs-Freshservice

---

# Freshservice vs SolarWinds Service Desk Features and Cost Comparison

Last updated May 12th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

FreshserviceSolarWinds Service Desk2/4 selected

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (698)](https://www.capterra.com/p/132997/Freshservice/reviews/)

[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[4.6 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/)

[## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (698)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting Price

$19.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.6

Customer Service

4.6

Reviews Sentiment

Based on [698 reviews](#user-reviews)

Positive

659

Neutral

30

Negative

9

[## SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[4.6 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/)

Starting Price

$39.00/month

Value-for-Money

4.5

Functionality

4.4

Ease of Use

4.6

Customer Service

4.6

Reviews Sentiment

Based on [577 reviews](#user-reviews)

Positive

557

Neutral

18

Negative

2

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## Summary

* * *

Key features rated by users

Features selected based on 4,213 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

69%Fit

Not enough reviews

Feature ratings

Ticket Management

4.7

Real-Time Notifications

4.6

Third-Party Integrations

3.7

Customizable Fields

4.0

Performance Metrics

\--

68%Fit

Not enough reviews

Feature ratings

Ticket Management

4.6

Real-Time Notifications

4.4

Third-Party Integrations

2.7

Customizable Fields

5.0

Performance Metrics

\--

User satisfaction

User satisfaction

4.5

User reviews[698](https://www.capterra.com/p/132997/Freshservice/reviews/)

Ease of use

4.6

Functionality

4.3

Value for money

4.4

Customer support

4.6

User satisfaction

4.6

User reviews[577](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/)

Ease of use

4.6

Functionality

4.4

Value for money

4.5

Customer support

4.6

Price starts from

Price starts from

$19Per User, Per Month

-   Free version
-   Free trial

Price starts from

$39Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform.

Best for

Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).

## User reviews

Pros & cons

NO

Nathalie O.

Scrum Master IT

> "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

AC

Ariel C.

Technical Support Analyst

> "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443)

Praphul Kumar P.

Tech lead sr System Admin

> "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

DV

David V.

Customer Supoort Manager

> "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459)

LB

Lucas B.

IT Service Desk Analyst

> "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

LB

Lucas B.

IT Service Desk Analyst

> "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

BC

Brendan C.

Senior Solutions Engineer

> "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567)

MD

Mark D.

Director of Operations

> "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. "

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783)

CT

Cameron T.

IT Service Desk Analyst

> "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep track..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565)

CY

Chandresh Y.

AVP-IT

> "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478)

SD

Stefan D.

Senior System Analyst

> "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427)

JC

Josh C.

Help Desk and System Admin

> "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621)

DF

Dominique F.

Systems Administrator

> "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

BM

Bruno M.

VP IT

> "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

KG

Kevan G.

Software enginner

> "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531)

DF

Deste F.

IT HelpDesk

> "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021)

SS

Shubham S.

Sr. Network Engineer

> "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set,..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852)

LS

Lumo S.

Systems Analyst

> "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779)

RM

Rakesh M.

Senior IT Infra Executive

> "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673)

MS

Matt S.

Systems Administrator

> "The lack of customizability for certain things, such as templates."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559)

TZ

Tarik Z.

IT

> "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927)

JC

Johnny C.

Support Engineer

> "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568)

AC

Ajay C.

EUS Engineer

> "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029)

MO

Mark O.

Head of Managed Services

> "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

TE

Trajkovi E.

Principal Analyst

> "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803)

TG

Taylor G.

Head of Product

> "New accounts can easily get locked if API usage is high."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052)

MB

Maki B.

Local HR

> "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028)

BF

Brandon F.

Service Desk Supervisor

> "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159)

ARS

Abdul Rehman S.

Director Information Technology - Service Delivery and Engineering

> "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062)

CK

Chris K.

Senior Director Global Ops and Support

> "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527)

MM

Mahesh M.

IT Security Engineer

> "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394)

JS

Jeremy S.

IT Project Manager

> "Some bugs that cause annoying alerts to be generated."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

AB

Aimé B.

Skol Brewery Limited

> "Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7103029)

BM

Bruno M.

VP IT

> "I am unable to get a support person when having a question or needing help configuring."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

BC

Brayden C.

IT

> "Freshservice has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113396)

SB

Shivraj B.

IT MANAGER

> "Agent responses are not coming while exporting the tickets."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

NO

Nathalie O.

Scrum Master IT

> "For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

MO

Mark O.

Head of Managed Services

> "The available licensing is not as flexible as other tools."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

MS

Mike S.

Sr. Application Analyst

> "Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life cycle"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082166)

JB

Joe B.

Desktop Support Engineer

> "Unfortunately, due to this, I haven't been able to get my managers to purchase it."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

Praphul Kumar P.

Tech lead sr System Admin

> "Task and workflow management are strong, allowing me to streamline processes across different teams effectively."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

EJ

Elvin J.

IT Manager

> "Category set up is always a tedious task, but not due to Freshservice."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661)

AM

Akil M.

Asst. Manager

> "The platform makes it easier to manage workloads, track issues, and ensure accountability across the team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7119075)

JF

Javier F.

Partners Responsible

> "Reporting features could be more robust, and it lacks some advanced customization options."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6508286)

DF

Dominique F.

Systems Administrator

> "Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

NB

Norman B.

Director Technology Strategy at TELUS

> "For small teams, some options may feel too advanced and are not always used."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7014939)

FA

Frank A.

Digital Services Manager

> "The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082306)

JB

Joe B.

Desktop Support Engineer

> "Sometimes I don't want to contact support..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

KG

Kevan G.

Software enginner

> "The ticket management system is highly efficient, with automation features that reduce manual effort and improve response times."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531)

PM

Phillip M.

ICT Support Officer

> "The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___5013674)

CC

Christian C.

IT Specialist

> "On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086042)

MLL

Mei Leng L.

Business Analyst

> "The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4985992)

DF

Dominique F.

Systems Administrator

> "It has improved accountability, response tracking, and overall service delivery within our IT department."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

GP

Gabriel P.

It service manager

> "After being a client for years they are not open to negotiating license costs."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6839838)

DF

Deste F.

IT HelpDesk

> "Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021)

TW

Tim W.

IT

> "Not good for inventory management, missing some features"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6622023)

JYM

Jean-Yves M.

IT Manager

> "Freshservice is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources, Maintenance..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7085074)

BD

Benjamin D.

Integration lead

> "Lack of integration with some of our other applications."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500)

Anida P.

Graphic designer

> "The interface is intuitive, which helps streamline my daily workflow as a graphic designer."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115614)

JTP

Joria Tolitz P.

IT Service Desk Administrator

> "We could not create a custom place holder that we can use on canned responses, workflow, etc."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4979836)

JM

Jorge M.

IT COORDINATOR

> "It has clearly improved how support requests are handled and has made IT service management more structured and efficient."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079561)

KS

Karthic S.

IT Officer

> "account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4993763)

NO

Nathalie O.

Scrum Master IT

> "Freshservice stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

SO

Seun O.

Snr System Analyst & Integrator

> "the inability to register certificates and certain operational activity"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4980044)

TR

Tushar R.

Support Team Lead

> "Features like SLA tracking and automation reduce follow-ups and help the team stay aligned."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121185)

NG

Navaneeth G.

Associate Manager - IT

> "The customization options can be a bit overwhelming, especially for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4973777)

KB

Kenny B.

VP, IT

> "We can now better manage problems, requests, inventory, and change management which were tough initially."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111452)

SA

Samuel A.

Software

> "Steep initial setup, complex rules management, and occasional performance hiccups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4825510)

JS

Jeremy S.

IT Project Manager

> "Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

MK

Micah K.

network administrator apprentice

> "mobile app doesn't have the same versatility the web version has, should be updated more frequently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4873004)

SB

Shivraj B.

IT MANAGER

> "I’ve made many customizations based on our business requirements, which have been very beneficial for our company."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

Sarah H.

System Administrator

> "I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3586871)

SD

Stefan D.

Senior IT Tehnician

> "It streamlined support workflows, improved response times, and made daily IT operations much easier to manage."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115901)

RP

Ron P.

Systems Administrator

> "The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3865912)

NE

Niels E.

IT Coordinator

> "The tool fits the needs of our organization, and allows our IT department to work efficiently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7097203)

YH

Youssef H.

disagner

> "I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4573432)

AL

Alexander L.

Senior Systems Administrator

> "Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649)

GC

Geoff C.

Director of Information Services

> "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151)

RM

Rakesh M.

Sr IT Infra Executive

> "It has significantly improved our service desk efficiency, asset management, and response times."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7139089)

VR

Verified Reviewer

Solutions Architect

> "It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4723638)

[View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/)

VR

Verified Reviewer

Owner

> "The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___6317368)

VR

Verified Reviewer

Owner Director of Business Development

> "The other downfall is the invoicing module was primitive and did not include a recurring feature."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___7060262)

Alejandro Enrique M.

Helpdesk Operations Supervisor

> "It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___4866949)

RS

Rasheed S.

System Support Technician

> "Lack of technical support to direct comments, questions or query's to"

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___6626661)

Jesse Z.

Software Engineer

> "I personally like how it is easy to view helpdesk tickets, update them, and then close them."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___6878386)

Lillian G.

Human Resources Generalist

> "The SolarWinds app did not provide the end user with many options to create their own ticket."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___4987097)

OV

Omkar V.

Software engineer

> "Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___6012219)

SL

Santiago L.

Deployment Tech

> "It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3743628)

KP

Katrina P.

IT Analyst

> "It has made my job easier and more efficient."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___7042623)

GS

Gianluca S.

IT administrator

> "The interface is not so good but fair enough to understand"

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3933985)

JG

Jonathan G.

Undergraduate Associate

> "Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3892089)

AD

Andrew D.

Center IT Engineer

> "The connection time for our current software is absurd, having an external program needed just to remote in is a joke, and Kaseya goes down..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3441963)

JD

Josh D.

Trainer

> "When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___4543592)

VR

Verified Reviewer

System Support Specialist II

> "Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results,..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2452356)

Sarah H.

System Administrator

> "For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3566876)

JL

Jason L.

IT Service Desk Support

> "The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement"

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2462777)

AS

Assi S.

Application Developer

> "From asset tracking to IT management, this tool has all we need"

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___6179874)

TM

Tim M.

Systems Administrator

> "Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2513514)

RR

Reza R.

IT Manager

> "I liked the fact that they've combined the Asset Management and Ticketing system in their product, it gives the IT team full insight into the..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___4623289)

TM

Tim M.

Systems Administrator

> "Reporting doesn't report accurately compared to a custom query, which is odd."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2513514)

AS

Assi S.

Application Developer

> "The deployment process is quite straightforward and the customer support is amazing."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___6179874)

JK

Jodie K.

Director of Technical Services

> "The mobile app could use some work, it is a little cumbersome from a technician's stand point. "

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2452308)

MD

Mayank D.

Senior Specialist

> "We can easily find any required data using this app if it is available in its database & if it is configured."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___4009071)

Olusegun O.

IT Engineer

> "The license is quite expensive"

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2927977)

PA

Peter A.

I.T Asset & Configuration Analyst, Service Catalog & Knowledge Manager

> "I also love the capability of logging ticket against an asset ,either incident, problem or a request within same platform."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3841068)

TM

Tim M.

Systems Administrator

> "This makes ticket flow a little difficult to work with."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2513514)

MD

Mayank D.

Senior Specialist

> "I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___4009071)

DH

Dean H.

IT Service Delivery Manager

> "Portal lacks customization. "

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2462405)

PA

Peter A.

I.T Asset & Configuration Analyst, Service Catalog & Knowledge Manager

> "I am impressed with it ability to detect who made a change to a configuration file."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3841068)

SW

Stephen W.

it desktop specialist

> "Also some of the updates have broken our work flows."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2463921)

Sarah H.

System Administrator

> "Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer..."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___3566876)

TeW

Tere'e W.

IT Systems Support Specilailst

> "Getting confused sometimes about where a specific feature may be."

[See full review](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#Capterra___2460575)

[View Reviews](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/)

## User interface

4.54 (698)

[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)

4.58 (577)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

Freshservice

31/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/132997/Freshservice/#features)

SolarWinds Service Desk

Top features

34/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/#features)

### Recognition

Freshservice is recognized as a top-rated tool in 4 Capterra Shortlist reports

SolarWinds Service Desk is recognized as a top-rated tool in 2 Capterra Shortlist reports

### Deployment & support

Freshservice

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

SolarWinds Service Desk

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Freshservice

-   By Freshworks
-   Located in United States
-   Founded in 2011

SolarWinds Service Desk

-   By SolarWinds
-   Located in United States
-   Founded in 1999

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[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[4.58 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/)

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Contact vendor for pricing

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[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (698)](https://www.capterra.com/p/132997/Freshservice/reviews/)

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Ease of Use

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[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[4.58 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/)

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Contact vendor for pricing

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