Freshservice vs SolarWinds Web Help Desk

Freshservice9.3Visit SWSolarWinds Web Help Desk8.5Visit

Higher score Freshservice #1 in IT Ticketing Systems 9.3/10 14-day trial Free trial✓ 3 of 5 features Visit Freshservice

vs

SW SolarWinds Web Help Desk #6 in IT Ticketing Systems 8.5/10 14-day trial Free trial✓ 3 of 5 features Visit SolarWinds

• Freshservice fits best

  IT teams needing a broad service desk

• SolarWinds Web Help Desk fits best

  Teams needing self-hosted ticketing and asset workflows

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Side by side

Feature	Freshservice 9.3/10 Visit ↗	SWSolarWinds Web Help Desk 8.5/10 Visit ↗
At a glance
Editor score	9.3	8.5
Ranking	#1 in IT Ticketing Systems	#6 in IT Ticketing Systems
Best for	IT teams needing a broad service desk	Teams needing self-hosted ticketing and asset workflows
Pricing model	Paid	Paid
Starting price	$19/user/mo	$320/user/yr
Free plan	—	—
Free trial	14 days	14 days
Free trial length	14 days · no card needed	14 days · no card needed
Deployment	Cloud, Mobile	Self-hosted
Platforms	Web, iOS, Android	Web, Windows, macOS, Linux, iOS
Support	Email, Community	Docs
Integrations	2 integrations	8 integrations
Built for	Small business, Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features Freshservice 3/5 · SolarWinds Web Help Desk 3/5
SLA management	✓	✓
Self-service portal	✓	✓
Asset management	✓	✓
Automation rules	Not checked yet	Not checked yet
Change management	Not checked yet	Not checked yet
Specs
Deployment	Not checked yet	Not checked yet
Our review
Pros	Combines incident tickets, a support portal, knowledge, and service catalog. Adds SLA management, asset lifecycle tracking, and workflow approvals. Mobile apps support ticket handling, asset tracking, and approvals.	Links incidents and problems with ticket escalation and SLA tracking. Combines asset discovery and lifecycle tracking with ticket linking. Offers searchable knowledge, approvals, reporting, and an iOS app.
Cons	Starter omits SLA management, which starts at Growth. Problem and change management start at the higher-priced Pro tier. Enterprise plan pricing is not stated here.	The lowest listed price applies only to the 501+ technician tier. The 1–5 technician tier costs $533 per technician per year. Self-hosted deployment calls for teams prepared to manage their own hosting.
Our verdict	Freshservice is a cloud-based IT service management platform for IT teams and other employee service functions. It brings incident and request handling together with a support portal, service catalog, searchable knowledge management, SLA… Read the review →	SolarWinds Web Help Desk is a self-hosted application for handling IT support requests and assets. It suits IT teams that want ticket intake through the web or email alongside routing, escalation, and asset workflows, with options… Read the review →

Strengths and trade-offs

• Freshservice — where it wins

  • Combines incident tickets, a support portal, knowledge, and service catalog.
  • Adds SLA management, asset lifecycle tracking, and workflow approvals.
  • Mobile apps support ticket handling, asset tracking, and approvals.

  Where it doesn't

  • Starter omits SLA management, which starts at Growth.
  • Problem and change management start at the higher-priced Pro tier.
  • Enterprise plan pricing is not stated here.

• SolarWinds Web Help Desk — where it wins

  • Links incidents and problems with ticket escalation and SLA tracking.
  • Combines asset discovery and lifecycle tracking with ticket linking.
  • Offers searchable knowledge, approvals, reporting, and an iOS app.

  Where it doesn't

  • The lowest listed price applies only to the 501+ technician tier.
  • The 1–5 technician tier costs $533 per technician per year.
  • Self-hosted deployment calls for teams prepared to manage their own hosting.

• Freshservice9.3/10 · 14-day trial

  A broad cloud service desk with ticketing, self-service, assets, and change workflows.

  Visit FreshserviceFull verdict →
• SWSolarWinds Web Help Desk8.5/10 · 14-day trial

  A self-hosted help desk that links tickets, SLAs, assets, approvals, and knowledge.

  Visit SolarWindsFull verdict →