Freshworks vs SolarWinds Service Desk
Which one do AI engines recommend, and how do they differ on price, fit and features?
The short answer
Freshworks is the stronger AI pick in Help Desk: it has a visibility score of 61.5 versus 0.9 for SolarWinds Service Desk, and ranks ahead in 100% of the answers that name both.
Choose Freshworks if…
- You want the brand AI engines rank higher (61.5 vs 0.9)
- You need SOC 2 Type II or ISO 27701 or PCI DSS coverage
- You prefer a larger, established vendor (5,000+ employees)
- Affordable pricing and good value
Choose SolarWinds Service Desk if…
- You need PCI DSS Level 1 or FISMA Moderate or FedRAMP or HIPAA or SOC 1 or SOC 2 coverage
- robust incident and asset tracking
- ITIL-certified service desk
AI visibility side by side
Latest weekly run · Nov 3
| Metric | Freshworks | SolarWinds Service Desk |
|---|---|---|
| Visibility score | 61.5% | 0.9% |
| Change vs last week | up+1.7% | New |
| Rank in Help Desk | #1 | #29 |
| Share of voice | 12.9% | 0.6% |
| Mentions this run | 65 | 3 |
| Positive in AI answers | 26% | — |
The stronger value in each row is marked with a ✓.
Visibility score trend
Weekly runs over the last 60 days
Freshworks +1.7000000000000028pp · SolarWinds Service Desk +0.9pp over 1 weekly runs.
Engine by engine
Freshworks leads on 3 of 3 engines
Head to head in AI answers
3 engine answers name both brands
| Prompt | Engine | Freshworks | SolarWinds Service Desk |
|---|---|---|---|
| Official website of the top help desk platform vendors | ChatGPT | #2 | #16 |
| Official website of the top help desk platform vendors | AI Mode | #2 | #12 |
| Official website of the top help desk platform vendors | Perplexity | #2 | #11 |
Features, pricing & fit
| Dimension | Freshworks | SolarWinds Service Desk |
|---|---|---|
| Deployment | Cloud | Cloud-based, with servers hosted on AWS in the USA, the EU and Australia. |
| Compliance | SOC 2 Type II, ISO 27001, ISO 27701, PCI DSS | ISO 27001, PCI DSS Level 1, FISMA Moderate, FedRAMP, HIPAA, SOC 1, SOC 2 |
| Founded | 2010 | — |
| Headquarters | San Mateo, California, United States | Austin, Texas (parent SolarWinds) |
| Employees | 5,000+ | 1,001–5,000 |
| Funding | IPO | $30M Series D led by Morgan Stanley Expansion Capital |
| Best for | — | Small teams seeking lightweight, good-value ITSM |
Pros and cons
Themes from the AI answers that mention each brand
Freshworks
- Affordable pricing and good value
- Free tier or free trial available
- Intuitive, easy-to-use interface
- Fast deployment and quick time-to-value
- Strong AI and automation features
- Per-minute charges for advanced calling features
SolarWinds Service Desk
- robust incident and asset tracking
- ITIL-certified service desk
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
Cite as: SlateIndex, “Freshworks vs SolarWinds Service Desk”, https://slateindex.ai/compare/freshworks-vs-solarwinds-service-desk, data of Nov 3, 2026. Licence: CC BY 4.0.