SolarWinds Service Desk vs. Freshdesk
A side-by-side comparison based on G2 review data.
| Metric | SolarWinds Service Desk | Freshdesk |
|---|---|---|
| Overall rating | 4.3 | 4.4 |
| Review count | 789 | 3,867 |
| Ease of use | 9.1 | 9.0 |
| Ease of setup | 8.8 | 8.8 |
| Quality of support | 9.0 | 8.9 |
| Meets requirements | 8.8 | 8.8 |
| NPS | 53.333333 | 59.968271 |
| Small Business | 8.2% | 48.4% |
| Mid-Market | 68.0% | 40.1% |
| Enterprise | 23.9% | 11.5% |
| Total page views | 1,346 | 7,292 |
| Total LLM citations | 9,590 | 63,061 |
SolarWinds Service Desk
Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment.
- Ticketing System
- Asset Management
- Ticket Management
- Ease of Use
- User Interface
- Customer Satisfaction
Freshdesk
Freshdesk (a product of Freshworks Inc.) helps customer service teams move from their first AI agent to AI-powered customer service, without a drawn-out transformation program. Freshdesk unifies channels, conversations, AI, and customer context into one place, so agents always have the full picture before responding. Ready-to-use AI agents understand intent, take action, and resolve requests across channels, not just route them. AI Copilot helps every agent work faster and with more confidence, and AI Insights turns service data into decisions instead of dashboards.
- Ease of Use
- Features
- Automation
- Ticket Management
- Efficiency
- Helpful