SolarWinds Service Desk vs. Freshservice
Get the full-stack service desk with fair annual asset licensing, unlimited automation, and built-in AI—without the monthly add-on surprises.
Why SolarWinds is the Smart Choice Over Freshservice
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Fair Asset Pricing
Stop paying "rent" on hardware. We use a scalable annual licensing model, unlike Freshservice's expensive monthly "Asset Packs" for scaling inventory.
Unlimited Automation
Run as many workflows as you need. We don't cap your transactions or force you to buy "Orchestration Packs" when your team gets busy.
No Hidden Support Gaps
Get 24/7 support included. Freshservice support can leave a "gap" if you don't have a dedicated account manager in your time zone.
Full ITSM Standard
Critical practices like Change & Problem Management come standard in all of our plans. Freshservice locks these and other fundamental ITIL capabilities behind the Pro plan.
Why SolarWinds is the Smart Choice Over Freshservice
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Fair Asset Pricing
Stop paying "rent" on hardware. We use a scalable annual licensing model, unlike Freshservice's expensive monthly "Asset Packs" for scaling inventory.
Unlimited Automation
Run as many workflows as you need. We don't cap your transactions or force you to buy "Orchestration Packs" when your team gets busy.
No Hidden Support Gaps
Get 24/7 support included. Freshservice support can leave a "gap" if you don't have a dedicated account manager in your time zone.
Full ITSM Standard
Critical practices like Change & Problem Management come standard in all of our plans. Freshservice locks these and other fundamental ITIL capabilities behind the Pro plan.
Stop paying extra for essential ITSM features.
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SolarWinds Customers Worldwide
34
Awards received in 2024
84%
of Fortune 500® companies use Solarwinds
Awarded for excellence.
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Features | Freshservice | |
|---|---|---|
24/7 Support | Tiered / Limited Availability | |
Change Management | Locked in higher tier | |
Problem Management | Locked in higher tier | |
Release Management | Locked in higher tier | |
Contract Management | Locked in higher tier | |
Service Portals for Other Departments | Included in Advance and Premier plans | Requires separate "Business Agent" licenses |
Automation Limits | Unlimited | Capped (Tier Dependent) |
Asset Licensing | Annual / Volume Scale | Monthly "Asset Packs" |
Pricing Model | Transparent Annual | Monthly Add-on Heavy |
FAQ: Questions, meet answers.
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Do you charge for assets like Freshservice does?
Do you charge for assets like Freshservice does?
We both license based on scale, but the value model is different. Freshservice often limits base plans to ~100 assets and forces you into expensive monthly "Asset Packs" to grow. SolarWinds uses a simplified annual licensing model designed for volume, making it far more affordable to track thousands of devices without "monthly rent" surprises.
Will I get charged if I run too many automations?
Will I get charged if I run too many automations?
With SolarWinds, No. With Freshservice, Yes. Freshservice caps your "Orchestration Transactions" (e.g., 5,000/month). If your team exceeds this, workflows stop unless you buy an "Orchestration Pack". SolarWinds offers unlimited automation rules in our Advanced and Premier plans.
Are capabilities like AI included?
Are capabilities like AI included?
Freshservice charges extra for their "Freddy Copilot." SolarWinds includes some AI features, like suggesting knowledge base articles, in all tiers, while more advanced AI features like Generative AI are included in the Premier tier. No separate add-on required.
How hard is it to switch?
How hard is it to switch?
SolarWinds Service Desk is purpose-built for rapid time-to-value, with many customers going live in days. We avoid the heavy administrative burden and complex "add-on" configuration often associated with setting up Freshservice.
Capabilities That Scale With You
See why SolarWinds offers a more complete, less restrictive ITSM experience.
Growth Without Penalties
Tracking your hardware shouldn't feel like paying a tax. While Freshservice limits asset counts on base plans and charges high monthly fees for "Asset Packs," SolarWinds Service Desk utilizes a cost-effective annual model. This ensures you can track your entire fleet—laptops, servers, and mobiles—without facing exponential monthly cost increases.
Growth Without Penalties
Tracking your hardware shouldn't feel like paying a tax. While Freshservice limits asset counts on base plans and charges high monthly fees for "Asset Packs," SolarWinds Service Desk utilizes a cost-effective annual model. This ensures you can track your entire fleet—laptops, servers, and mobiles—without facing exponential monthly cost increases.
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