SolarWinds vs. Freshworks

Brenda Gratas July 27, 2022
- 16 min read

As organizations strive to optimize their IT services and improve overall efficiency, selecting the right IT Service Management (ITSM) solution becomes a critical decision. In this quest for an ideal ITSM solution, evaluating the offerings of SolarWinds vs. Freshworks becomes imperative. 

However, amidst these prominent contenders, a compelling alternative stands out: InvGate Service Desk. With its streamlined functionalities and a focus on digital transformation, this service desk software alternative offers organizations an opportunity to elevate their IT operations to new heights. 

In this blog post, we’ll delve into a comprehensive ITSM tool comparison between SolarWinds and Freshworks. We’ll explore their key features, advantages, and disadvantages to help you make an informed decision that aligns perfectly with your organization's needs.

Join us as we explore the remarkable capabilities of InvGate Service Desk and discover how it can revolutionize your ITSM landscape. 


Table of contents


  • SolarWinds Service Desk stands out for its comprehensive ITSM features, interface, customization, and efficiency gains. However, users cite challenges with initial setup, third-party integrations, workflow complexity, and reporting.
  • Freshworks is valued for its ticketing, customer support, knowledge base, automation, and mobile app; but concerns arise regarding stability issues, limited reporting, pricing, customization, integration challenges, and search functionality.
  • InvGate Service Desk, on the other hand, provides streamlined ITSM setup, flexible deployment, robust ticketing and incident management, and self-service capabilities, emphasizing cost-effectiveness and innovation.
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Most looked-at features by buyers

When potential buyers assess IT Service Management solutions, they focus on specific features that align with their organization's needs, as understanding these desired features is essential for making well-informed decisions. 

Let's explore the key aspects that potential buyers commonly consider when comparing ITSM tools.

  1. Ticket Management solution - A comprehensive Ticket Management System within the help desk software is important to buyers. This feature enables effective tracking, assignment, and resolution of customer inquiries and support requests.

  2. Customization and flexibility - Buyers value software solutions that offer customization options, allowing them to tailor the platform to their specific business needs. This flexibility ensures the software aligns with their unique workflows and processes, ultimately enhancing user satisfaction and overall effectiveness.

  3. Scalability - Organizations with evolving needs prioritize solutions that can adapt to their growth and accommodate customization. The solution should allow the creation of custom fields, workflows, and extensions/plugins, enabling them to tailor the software to their unique business requirements.

  4. User experience and interface - Ease of use and interface design are crucial factors that buyers consider. They value a user-friendly platform with an intuitive interface that boosts user adoption and productivity. Mobile accessibility is also important for organizations with remote or mobile workforces.

  5. Support automation and Workflow Management - Buyers actively seek software solutions that offer automation capabilities to optimize routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  6. Seamless integration capabilities - Integration with other systems and applications is a crucial requirement for buyers, ensuring smooth data flow and process automation. The ability to integrate existing tools and platforms is highly valued for improved efficiency and a unified user experience.

  7. Insightful reporting - Buyers look for help desk software with powerful reporting tools like dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  8. Pricing and support - Buyers consider the solution's cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also play a significant role in the decision-making process.

  9. Self-service portal and knowledge base - Including a self-service portal is highly valued as it empowers end-users to independently resolve common issues and find relevant information without requiring direct assistance.

  10. Optimized IT service catalog - Organizations often require a streamlined IT service catalog, providing a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, enhances visibility, and aids in effective service delivery management.

  11. Efficient IT Asset Management - Users prioritize software that offers robust ITAM capabilities to help them maintain accurate inventories and optimize resource utilization within their organizations.

  12. ITIL compliance - Adhering to ITIL best practices is a priority for many organizations. Buyers may prioritize solutions that support ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management.

What is SolarWinds?

Ejemplo de interfaz de SolarWinds Web Helpdesk.

SolarWinds Corporation is a company that specializes in developing software for the management of IT systems. Their primary product is SolarWinds Service Desk, a cloud-based platform designed to assist with IT Service Management. The platform offers a variety of tools and functions aimed at improving IT operations' efficiency and productivity.

These tools include automation features, self-service options, IT Asset Management tools, and the ability to integrate with other systems. The platform is divided into modules that handle incidents, problems, releases, and changes, and it also includes a Configuration Management Database (CMDB). Users can generate customized reports to gain valuable insights into their operations.

What users like from SolarWinds

SolarWinds Service Desk has received positive feedback from users, as documented in reviews by Gartner. Let's explore the advantages that customers and experts have highlighted.

  • Comprehensive ITSM features - Users appreciate the platform's wide range of features, including Incident Management, Problem Management, Change Management, Asset Management, and a service catalog. The platform is highly regarded for its comprehensive nature.
  • User-friendly interface and experience - Users consistently praise the user-friendly interface and ease of navigation. This makes the platform accessible and user-friendly for individuals with varying levels of technical expertise.
  • Customization and integration options - Users value the available customization options that allow them to tailor the platform to their specific needs. Its integration capabilities with other tools and services are also highly praised.
  • Efficiency and productivity improvements - Users have reported significant enhancements in efficiency and productivity through streamlined IT operations and effective incident resolution processes facilitated by the software.
  • Effective IT Asset Management - Users highly appreciate the software's ITAM capabilities, which enable efficient tracking of hardware, software, licenses, and contracts.

What users don’t like from SolarWinds

SolarWinds Service Desk has faced customer criticism despite its strengths, as documented in reputable sources like Gartner. Let's explore some of the highlighted concerns.

  • Challenges in initial setup and implementation - Some users find the initial setup and implementation process time-consuming, particularly when importing existing inventory.
  • Integration with third-party apps - Users feel that seamless integrations with third-party applications within SolarWinds Service Desk could be improved.
  • Limited customization options - Users have mentioned that the available customization options are limited and could benefit from expansion.
  • Complex workflow - Users find the workflow within the software to be complex or cumbersome, indicating a need for simplified processes.
  • Localization and language support - Some users suggest that the platform could improve support for multiple languages and enhance localization features to cater to a more diverse user base.
  • Limitations in reporting functionality - Users desire improved reporting capabilities and more comprehensive analytics within the software.
  • A desire for additional features - Users express a desire for additional features, such as a calendar booking system, webhooks for integration purposes, and enhanced functionality on the mobile app.
  • Limitations in search functionality - Users have noted limitations in the search functionality of the tool, suggesting a need for enhancements in this area.

What’s SolarWinds’ argument over Freshworks?

When comparing SolarWinds Service Desk to Freshservice, each platform has its own set of strengths and weaknesses. Here's a closer look at why SolarWinds advocates may lean towards their solution.

  1. Effective IT Asset Management - SolarWinds Service Desk excels in ITAM capabilities, facilitating efficient tracking of hardware, software, licenses, and contracts.

  2. Comprehensive ITSM features - SolarWinds offers a wide range of ITSM functionalities, including Incident Management, Problem Management, Change Management, Asset Management, and a service catalog.

  3. Efficiency and productivity improvements - The software streamlines IT operations and enhances incident resolution processes, resulting in significant efficiency and productivity gains.

  4. User-friendly interface and experience - Users appreciate the intuitive interface and ease of navigation, making it accessible to users with varying levels of technical expertise.

What is Freshworks?

Example of Freshservice's interface.

Freshservice, developed by Freshworks, is a cloud-based platform designed to assist small to medium-sized businesses and large enterprises in managing their IT services effectively. It offers a diverse set of features, including IT Asset Management, incident and service request resolution, workflow automation, and a comprehensive knowledge base.

Freshservice stands out with its user-friendly interface and has earned a remarkable rating of 4.5 out of 5 from Gartner. This makes it a reliable choice for organizations aiming to streamline their IT operations and deliver exceptional service to their employees.

The company behind Freshservice, Freshworks, was established in 2010 and is headquartered in San Mateo, California, USA.

What users like from Freshworks

Users have expressed positive feedback regarding Freshservice, as confirmed by reputable sources like Gartner and G2. The platform's favorable aspects include the following.

  • Ticketing system - Freshservice's ticketing system is commended for effectively managing, tracking, and collaborating on tickets, ensuring prompt resolution of customer queries and issues.
  • User-friendly interface - The platform's interface is praised for its ease of use, enabling users to navigate effortlessly and maximize productivity.
  • Customer support - The platform has been praised for its responsive and helpful customer support, with knowledgeable teams addressing concerns promptly and ensuring a satisfactory user experience.
  • Knowledge base - This feature is highly regarded, empowering customers to find self-help resources and reducing reliance on repetitive support requests.
  • Automation and Workflow Management - Users appreciate Freshservice's automation capabilities, which streamline processes and improve efficiency through workflows, automated responses, and escalations.
  • Mobile app - Freshservice's mobile app is considered convenient for managing and accessing tickets on the go, providing a similar user experience to the web version and facilitating efficient remote support.

What users don’t like from Freshworks

However, while Freshservice has several strengths, users have also expressed concerns and dislikes about specific aspects of the platform. Based on analysis from sources like Gartner and G2, the following are some of the drawbacks highlighted by users.

  • Platform stability - Users have reported stability issues, such as occasional system glitches, slow performance, and downtime.
  • Limited reporting and analytics - Users have mentioned that Freshservice's reporting capabilities could be improved, as the available options are limited.
  • Pricing structure - Certain users find Freshservice's pricing structure expensive, especially when additional features or agent licenses are required. They seek more transparent and flexible pricing options.
  • Limited customization - Some users feel that the platform lacks customization options, particularly in ticketing workflows and interface personalization, and desire more flexibility to tailor the software to their specific needs.
  • Integration challenges - Users have experienced challenges when integrating Freshservice with third-party tools or systems.
  • A steep learning curve for advanced features - While users find the basic features user-friendly, some encounter difficulties when navigating and utilizing the advanced functionalities.
  • Search functionality - Some users have faced difficulties with the search feature, making it challenging to find specific information or tickets.

What’s Freshworks’s argument over SolarWinds?

Freshservice, the ITSM solution offered by Freshworks, presents its own strengths and considerations when compared to SolarWinds Service Desk. Here's an overview of why Freshworks advocates may favor their platform.

  1. User-friendly interface - Freshservice's interface is lauded for its user-friendliness, making navigation effortless and maximizing overall productivity.

  2. Ticketing system excellence - Freshservice stands out with its highly effective ticketing system, enabling efficient management, tracking, and ticket collaboration. This feature ensures prompt resolution of customer queries and issues.

  3. Empowering knowledge base - The platform's knowledge base feature is highly regarded, empowering customers to find self-help resources, reducing reliance on repetitive support requests, and promoting self-service.

  4. Customer support satisfaction - Users appreciate Freshservice's responsive and helpful customer support, with knowledgeable teams addressing concerns promptly and ensuring a satisfactory user experience.

  5. Automation and Workflow Management - Freshservice's automation capabilities streamline processes and improve efficiency through workflows, automated responses, and escalations.

Considering InvGate Service Desk as an ITSM solution alternative





While SolarWinds and Freshworks are well-known competitors in the ITSM industry, it is crucial to consider alternative solutions that align closely with your organization's specific needs. In this regard, InvGate Service Desk presents a compelling option that warrants thorough consideration. 

Let's explore the beneficial features of InvGate Service Desk that make it an invaluable choice for meeting your organization's ITSM requirements.

Powerful Ticketing and Incident Management

Example of a Ticket Management view on InvGate Service Desk.

InvGate Service Desk excels in robust features for Ticketing and Incident Management, facilitating efficient tracking, collaboration, and resolution of tickets. It empowers IT teams to handle and prioritize incidents effectively through automated ticket routing, customizable workflows, and SLA Management, enhancing incident resolution processes' efficiency.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Simplified configuration and setup

InvGate Service Desk offers a streamlined configuration and setup process with a no-code/low-code approach. This allows both new and experienced users to implement the system without extensive technical expertise. The platform provides straightforward configuration options, enabling organizations to leverage their powerful ITSM capabilities quickly.

Designed for ITSM and ESM

InvGate Service Desk is purpose-built for ITSM while seamlessly extending its capabilities to Enterprise Service Management (ESM). It enables operational departments to enhance their processes and fully embrace the benefits of digital transformation, promoting streamlined workflows and comprehensive digital initiatives across all departments.

Extensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides comprehensive reporting and analytics functionalities, allowing organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, empowering IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

Exceptional user experience


InvGate Service Desk prioritizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and minimizes the need for extensive training, ensuring a user-friendly design that maximizes productivity.

Robust self-service capabilities


InvGate Service Desk offers a user-friendly portal, an extensive IT service catalog, and a knowledge base, empowering end-users to independently resolve common issues, access IT services, and utilize self-help resources. This reduces the burden on IT staff.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers a range of features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like SolarWinds and Freshworks, InvGate Service Desk strikes a balance between cost and functionality.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a fast Return On Investment through efficient implementation processes. Within weeks, organizations can begin experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

ITIL-certified readiness

InvGate Service Desk has obtained the esteemed ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience aligned with industry best practices.

Next steps

Choosing the right ITSM solution is a critical step in optimizing your organization's IT services and overall efficiency. With the wide array of options available, thorough evaluation becomes essential, especially when comparing ManageEngine vs. SolarWinds.

However, amidst these choices, one solution shines as a compelling alternative - InvGate Service Desk. With its streamlined functionalities and a strong focus on digital transformation, InvGate Service Desk offers organizations a unique opportunity to elevate their IT operations to new heights.

To truly experience the benefits firsthand, request our 30-day trial. Witness how InvGate Service Desk can revolutionize your business operations, streamline your IT services, and empower your team to deliver exceptional support.

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