Deskpro vs SolarWinds Service Desk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Deskpro offers more features (110 vs 48) and fewer integrations (10 vs 15). Starting price: Deskpro at $39/mo vs SolarWinds Service Desk at Contact Sales. Deskpro has 109 unique features while SolarWinds Service Desk has 47 unique features, with 1 features in common.
| Deskpro | SolarWinds Service Desk | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 110 | 48 |
| AI-Powered Features | 16 | 9 |
| Starting Price | $39/mo | Contact Sales |
| Pricing Tiers | 3 | 3 |
| Integrations | 10 | 15 |
| Shared Features | 1 | |
| Shared Integrations | 3 | |
| Data Quality | 95% | 85% |
Feature Comparison by Category
AI (16 vs 8)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| AI Agent Assist (Co-pilot) | ||
| AI Chatbot | ||
| AI Data Sources | ||
| AI Draft Responses | ||
| AI Guardrails | ||
| AI Intent Detection | ||
| AI Sentiment Analysis | ||
| AI Spelling & Grammar Check | ||
| AI Ticket Summaries | ||
| AI Ticket Translation | ||
| AI Tone Enhancement | ||
| AI-Powered Workflow Automations | ||
| AWS PrivateLink Integration | ||
| Assisted Response | ||
| Auto Categorization |
Administration (3 vs 2)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Custom Roles | ||
| Groups | ||
| Multiple Brand Support | ||
| Shared Agents/Multi-Account | ||
| Workspaces |
Asset Management (0 vs 7)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Contract Management | ||
| Full Coverage Tracking | ||
| IT Asset Management | ||
| License Compliance | ||
| License Management | ||
| Network Discovery | ||
| Network Discovery & Reporting |
Automation (11 vs 2)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Advanced Automations | ||
| Auto Responses | ||
| Bot Flows | ||
| Escalations | ||
| Follow Ups | ||
| Macros | ||
| Mass Actions | ||
| Round Robin | ||
| Runbooks | ||
| Snippets | ||
| Triggers & Categorization | ||
| Work Shifts | ||
| Workflows and Automation |
Change Management (0 vs 2)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Centralized Documentation | ||
| Change Audit History |
Channels (9 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Dynamic Forms | ||
| Email Ticketing | ||
| Live Chat | ||
| Microsoft Teams Integration | ||
| SMS Support | ||
| Slack Integration | ||
| Social Media Support (Facebook & Instagram) | ||
| Voice (Call Center) | ||
| WhatsApp Support |
Collaboration (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Live Collaboration |
Communication (2 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Multi-channel Engagement | ||
| Shared Inbox | ||
| Unified Inbox |
Compliance (7 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| CSA Star Certification | ||
| Cyber Essentials Plus | ||
| DPA (Data Processing Agreement) | ||
| GDPR Compliance | ||
| HIPAA-Compliant Hosting | ||
| ISO 27001 Compliance | ||
| SOC 2 Compliance |
Configuration Management (0 vs 5)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Asset-Incident Correlation | ||
| Configuration Management Database (CMDB) | ||
| Dependency Mapping | ||
| Impact Analysis | ||
| Visual CMDB |
Core ITSM (0 vs 2)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Change Management | ||
| Incident Management |
Customization (4 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Brand and Customization | ||
| Custom Fields and Forms | ||
| Custom Templates | ||
| Theme Customization | ||
| White Labeling |
Deployment (4 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Deskpro Private | ||
| On-Premise Deployment | ||
| Private Cloud Deployment | ||
| Sovereign Cloud Deployment |
Infrastructure (3 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Data Center Choice | ||
| Multi-regional Access | ||
| Uptime SLA |
Integration (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| API Access |
Integrations (6 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Apps & Integrations | ||
| Apps Marketplace | ||
| Build Custom Apps | ||
| CRM Sync | ||
| Full REST API | ||
| Zapier Integration |
Knowledge Management (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Knowledge Base |
Localization (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Internationalization |
Maintenance (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Product Updates |
Mobile (1 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Mobile Apps |
Reporting (8 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| 150+ Built In Reports | ||
| Analytics | ||
| Custom Dashboards | ||
| Custom Reports | ||
| Customer Satisfaction Surveys | ||
| Data Export | ||
| Report Sharing | ||
| Reporting Permissions | ||
| Scheduled Reports |
Scalability (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Unlimited Requestors |
Security (6 vs 2)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Agent Two Factor Authentication | ||
| Built-in Security and Compliance | ||
| Data Center Selection | ||
| Full Data Encryption | ||
| Multi-Factor Authentication (MFA) | ||
| SSO (Single Sign-On) | ||
| Security Reviews | ||
| User Two Factor Authentication |
Self-Service (11 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Community | ||
| Content Permissions | ||
| Content Publishing & Review Scheduling | ||
| Dynamic Forms | ||
| Feedback & Ratings | ||
| Files | ||
| Guides | ||
| Help Center | ||
| Knowledge Base | ||
| Multi-Brand Help Centers | ||
| News |
Service Management (0 vs 4)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Enterprise Service Management | ||
| Service Catalog | ||
| Service Level Agreement (SLA) | ||
| Unified Service Provider |
Support (6 vs 4)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| 24/7 Live Chat Support | ||
| Advanced Support | ||
| Chat, Phone and Email Support | ||
| Custom Contracts | ||
| Custom Feature Development | ||
| Dedicated Customer Success Manager | ||
| Email and Community Support | ||
| Implementation Services | ||
| Quarterly Health Checks | ||
| Sandbox Environment |
Team Management (1 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Lite Agents |
Ticketing (12 vs 0)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| @mentions | ||
| Agent Notes | ||
| Custom Fields | ||
| Labels | ||
| Omnichannel Ticketing | ||
| Stars | ||
| Ticket Followers | ||
| Ticket Permissions | ||
| Ticket Queues | ||
| Ticket SLAs | ||
| Ticket Translation | ||
| Ticket Urgency |
User Experience (0 vs 1)
| Feature | Deskpro | SolarWinds Service Desk |
|---|---|---|
| Service Portal |
Unique Features
Only in Deskpro (109)
Multiple Brand Support
Shared Agents/Multi-Account
Workspaces
AI Agent Assist (Co-pilot)
AI Chatbot
AI Data Sources
AI Draft Responses
AI Guardrails
AI Intent Detection
AI Sentiment Analysis
AI Spelling & Grammar Check
AI Ticket Summaries
AI Ticket Translation
AI Tone Enhancement
AI-Powered Workflow Automations
AWS PrivateLink Integration
Custom AI Model Integration
Deskpro AI
Private AI
Auto Responses
+ 89 more unique features
Only in SolarWinds Service Desk (47)
Custom Roles
Groups
Assisted Response
Auto Categorization
Sentiment Analysis
Smart Suggestions
SolarWinds AI
SolarWinds AI Premier
Virtual Agent
Virtual Agent Premier
Contract Management
Full Coverage Tracking
IT Asset Management
License Compliance
License Management
Network Discovery
Network Discovery & Reporting
Advanced Automations
Runbooks
Centralized Documentation
+ 27 more unique features
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