Freshservice vs SolarWinds Web Help Desk comparison

Why PeerSpot?

Freshworks and SolarWinds are both solutions in the Help Desk Software category. Freshworks is ranked #8 with an average rating of 8.3, while SolarWinds is ranked #30. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 3, 2026

SolarWinds Web Help Desk and Freshservice compete in the service management category, offering ticketing, asset tracking, and IT support functionalities. Freshservice appears to be superior due to its extensive features and ease of deployment, while SolarWinds stands out for competitive pricing and support.

Features: SolarWinds Web Help Desk offers asset management, ticket automation, and change management. Freshservice provides ITIL-aligned functionalities, a comprehensive service catalog, and advanced automation capabilities, addressing broader IT service management needs.

Room for Improvement: SolarWinds Web Help Desk could enhance its cloud deployment options, improve the user interface for better navigability, and add more configuration capabilities. Freshservice might work on reducing its pricing tiers, expanding integration options with third-party tools, and refining its platform for faster load times.

Ease of Deployment and Customer Service: Freshservice offers a cloud-based model that facilitates faster setup and is complemented by strong customer service and onboarding. In contrast, SolarWinds requires on-premise installation, leading to potentially lengthy deployment, although it provides reliable customer support.

Pricing and ROI: While SolarWinds Web Help Desk is recognized for its low setup costs, catering well to businesses requiring basic functionalities, Freshservice justifies its higher price with significant ROI from its advanced features and automation, which can help reduce operational costs over time.

To learn more, read our detailed Freshservice vs. SolarWinds Web Help Desk Report (Updated: September 2026).

Buyer's Guide

Freshservice vs. SolarWinds Web Help Desk

September 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It helped agents process tickets with minimal errors and improved average handling time as they are able to close the tickets faster."

"We had an old ERP which required human interactions because of the lack of a system, and what we did is have the robotics read an invoice and plug it directly into our ERP, avoiding the extra steps, saving about an hour-and-a-half a day and 20 percent of an FTE."

"We have automated the daily reports and it will trigger automatically once jobs are completed from the backend database which has saved a lot of extra work for our team, saving workforce and time."

"The Bot Store is an online library where anybody can find variously developed, production-ready bots."

"In 2018, we looked at some other products on the market, but Automation Anywhere was a perfect fit. We didn't have any issues that Automation Anywhere couldn't solve. The critical factor for us was its ease of use. We liked the drag-and-drop interface and the low-code capabilities."

"One very useful feature is the IQ Bot, which is helpful in the operation of the data input process to all of their applications."

"We are getting some phenomenal straight through processing, so we took what would have taken 30 to 35 people and are able to do that a little bit more accurately with about six."

"With the cash flow generated just on the one bot we had operating, it's paid for itself in the first month."

More Automation Anywhere pros

"Freshservice is very user-friendly and easy to customize."

"With Freshservice in place, we have reversed the trend of creating tickets."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"Ability to scan barcodes and a great search feature."

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

"The workflow and the change management process are valuable."

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

More Freshservice pros

"The most valuable feature of this solution is the assets management module."

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

"SolarWinds is scalable as far as adding devices and servers."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"It is easy to use."

More SolarWinds Web Help Desk pros

Cons

"We have some ERPs tools which are not compatible with Automation Anywhere because they are legacy systems. We find that Automation Anywhere does not work with these at times. Just enabling the usability of Automation Anywhere on some of these legacy ERPs would help us, as we struggle regularly with this issue."

"I suggest having more ways to perform string manipulations and string operations, instead of just what is pre-defined in the V11 tool."

"Built-in HTML features are lagging in this solution, whereas in UiPath, they are very good."

"The customer service could be improved."

"Additional features should involve the Cognitive Section where we need more Advance solutions involving ML & AI."

"Automation Anywhere could improve by better integrating with DevOps. Currently, it cannot be integrated 100% with DevOps methodology, which many companies are requiring."

"We had had issues with scalability. Recently, we had a use case which we were working on, but we could not do it because Automation Anywhere could not connect to the system."

"Automation Anywhere has some limitation with its integrations."

More Automation Anywhere cons

"It's still a new product, so there are some areas that are a little frustrating."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"They're not very good at technical support."

"Not integrated with Google."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

More Freshservice cons

"Dashboards need some amount of work to be done. Ease of customization is desired."

"The technical team is not competent, or available, and they do not know the product."

"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

"The working part, the deployment part, and the configuration part was a little bit complex."

"However, it's a little outdated compared to newer products that include protection and detection."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"This solution needs to have mobile application support added."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"Our annual licensing costs are about $500,000."

"The pricing of AA is similar to UiPath."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"I feel the cost of licensing is very high for the A2019 version."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"We save approximately 10,000 hours per year."

"The licensing fees are approximately $10,000 USD for between five and ten users."

More Automation Anywhere pricing and cost advice

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"Freshservice price is competitive, it is not more than other solutions on the market."

"The pricing is reasonable."

"The solution may be around 20,000 euros a year."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"Our licensing fee for Freshservice is $2,500 a year."

More Freshservice pricing and cost advice

"They charge by the technician. It costs $117 per technician per year."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Outsourcing Company

15%

Financial Services Firm

10%

Construction Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	562

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

See all answers

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of us...

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What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are ...

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What advice do you have for others considering SolarWinds Web Help Desk?

We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...

See all answers

Comparisons

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Compared 11% of the time

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Microsoft Power Automate vs Automation Anywhere

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AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 10% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

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Compared 13% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 12% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 7% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 6% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 5% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

SolarWinds Web Help Desk

September 2026

Download SolarWinds Web Help Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Instacart

Buyer's Guide

Freshservice vs. SolarWinds Web Help Desk

September 2026

Free Report: Freshservice vs. SolarWinds Web Help Desk

Find out what your peers are saying about Freshservice vs. SolarWinds Web Help Desk and other solutions. Updated: September 2026.

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