Freshdesk vs. Spiceworks Cloud Help Desk

Freshdesk

569 Reviews and Ratings

Spiceworks Cloud Help Desk

248 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshdesk	Score8.7 out of 10	N/A	Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…	$0 Up to 2 agents
Spiceworks Cloud Help Desk	Score6.8 out of 10	N/A	Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.	$0 (free for 1-5 Seats)

Pricing

Freshdesk

Spiceworks Cloud Help Desk

Free: $0
Up to 2 agents
Growth: $15
per month (billed annually) per agent
Pro: $49
per month (billed annually) per agent
Enterprise: $79
per month (billed annually) per agent

Core Plan: $0
Premium: $6
per month per user

Pricing Offerings
Freshdesk	Spiceworks Cloud Help Desk
Free Trial
Yes	No
Free/Freemium Version
Yes	Yes
Premium Consulting/Integration Services
Yes	No

No setup fee

No setup fee

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Community Pulse
Key User Insights
	Freshdesk	Spiceworks Cloud Help Desk
Considered Both Products	Freshworks Inc Verified User Chose Freshdesk Freshdesk was the easiest to set up and was the most straightforward product of all the products we evaluated. It had a better user interface for agents, and provided a great solution to meet our needs at a lower cost than the other products that we evaluated. Freshdesk offers … Incentivized Helpful? Luiz Eduardo Garcia System Administrator in Information Technology at JET e-business (Information Technology & Services, 51-200 employees) Chose Freshdesk As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises … Incentivized Helpful? Verified User Chose Freshdesk We used to use Spiceworks but it was extremely clunky and not very customisable at the time. When we started looking at other options we ended up focusing on Freshdesk, Zendesk and Zoho as they seemed like the best out of all the ones we found. We eventually went with Freshdesk … Incentivized Helpful? Verified User Chose Freshdesk The ticket system from Freshdesk was a breath of fresh air for us compared to Spiceworks. Freshdesk has yet to crash or stop responding (Spiceworks was on-prem and we had to re-install many times.) The reports were also far more informational to our management than Spiceworks. Incentivized Helpful? Verified User Chose Freshdesk I have no experience using Spiceworks, as the first project I undertook at my current place of employment was researching and implementing the new Freshdesk helpdesk. However, the feedback I have received since the implementation has been that it is simpler to use and has … Incentivized Helpful? Verified User Chose Freshdesk Spiceworks was powerful, but we also found it quite clunky and heavy-duty. Freshdesk is a lot lighter, quicker, and generally feels easier to use. Incentivized Helpful? Justin Reeves MDM Systems Administrator in Information Technology at Clinton (Mississippi) Public School District (Education Management, 1001-5000 employees) Chose Freshdesk We used Spiceworks before Freshdesk because it was free, and we had nothing but trouble out of it. I couldn’t do all the automations I wanted to do, customers found it difficult to use, and the interface was terrible. Since switching to Freshdesk all of those areas are improved … Incentivized Helpful? Verified User Chose Freshdesk These other softwares do some of the same things as Freshdesk, but Freshdesk excels at doing them better. They make it easier to set up, configure, and start using. They make the user interface enjoyable for both technicians and users. These other softwares are largely text … Incentivized Helpful? Sean McCall Desktop/Systems Administrator in Information Technology at Ligonier Ministries (Restaurants, 501-1000 employees) Chose Freshdesk Spiceworks was too much work to get off the road and didn't offer much on the user's side. Freshservice is a lot more focused on IT work and I'd recommend starting with it. Desk.com is great for a whole organization, but rules frequently break with a mixed bag of how useful the … Incentivized Helpful?	Spiceworks Ziff Davis Verified User Chose Spiceworks Cloud Help Desk Spiceworks is a great option for a free help desk. In terms of features, it is similar to the free level of Freshdesk. If you want a lot of features and customization though, you should look at JitBit Help Desk or the paid tiers of Freshdesk. Both offer better reporting, … Incentivized Helpful? Verified User Chose Spiceworks Cloud Help Desk Overall, Spiceworks Help Desk is an easy-to-use option at a GREAT cost. We didn't feel that any other products offered anything that Spiceworks couldn't so we haven't felt the need to explore any more companies. The Spiceworks FREE option is great on its own and it's hard to … Incentivized Helpful? David Yates President in Corporate at Geeks-r-Us, Inc. (Computer & Network Security, 1-10 employees) Chose Spiceworks Cloud Help Desk We found that for entry-level SMB in-house needs that Spiceworks had an impressive range of features and options at an unbeatable price-free! For our in-house and multi-tenant needs, we use a different product that is more appropriate to our particular needs, but with no cost … Incentivized Helpful? Sam Fowler IT Manager in Information Technology at Cesca Therapeutics Inc. (Higher Education, 51-200 employees) Chose Spiceworks Cloud Help Desk Spiceworks has all of the features we would require. It matched up well in features and definitely price! Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Freshdesk

Spiceworks Cloud Help Desk

Comparison of Incident and problem management features of Freshdesk and Spiceworks Cloud Help Desk
Feature	Freshdesk 8.6 174 Ratings	Spiceworks Cloud Help Desk 8.5 55 Ratings
Organize and prioritize service tickets	9.2170 Ratings	8.054 Ratings
Expert directory	8.0115 Ratings	8.047 Ratings
Subscription-based notifications	8.43 Ratings	9.042 Ratings
ITSM collaboration and documentation	7.64 Ratings	6.045 Ratings
Ticket creation and submission	9.1170 Ratings	10.054 Ratings
Ticket response	9.3170 Ratings	10.053 Ratings

Comparison of Self Help Community features of Freshdesk and Spiceworks Cloud Help Desk
Feature	Freshdesk 8.0 156 Ratings	Spiceworks Cloud Help Desk 7.0 52 Ratings
External knowledge base	8.0142 Ratings	7.048 Ratings
Internal knowledge base	8.0145 Ratings	7.048 Ratings

Comparison of Multi-Channel Help features of Freshdesk and Spiceworks Cloud Help Desk
Feature	Freshdesk 8.3 165 Ratings	Spiceworks Cloud Help Desk 9.0 52 Ratings
Customer portal	7.4141 Ratings	9.046 Ratings
IVR	8.251 Ratings	7.011 Ratings
Social integration	8.587 Ratings	8.927 Ratings
Email support	9.4164 Ratings	10.046 Ratings
Help Desk CRM integration	7.7101 Ratings	9.928 Ratings

User Ratings
	Freshdesk	Spiceworks Cloud Help Desk
Likelihood to Recommend	8.6 (241 ratings)	10.0 (83 ratings)
Likelihood to Renew	8.0 (21 ratings)	10.0 (29 ratings)
Usability	8.0 (41 ratings)	9.0 (9 ratings)
Availability	4.6 (5 ratings)	10.0 (3 ratings)
Performance	5.5 (5 ratings)	8.0 (1 ratings)
Support Rating	7.6 (39 ratings)	8.7 (26 ratings)
In-Person Training	8.2 (1 ratings)	- (0 ratings)
Online Training	8.1 (2 ratings)	- (0 ratings)
Implementation Rating	8.6 (171 ratings)	10.0 (7 ratings)
Configurability	5.4 (6 ratings)	- (0 ratings)
Contract Terms and Pricing Model	6.4 (4 ratings)	- (0 ratings)
Ease of integration	7.7 (5 ratings)	- (0 ratings)
Product Scalability	5.5 (5 ratings)	10.0 (1 ratings)
Professional Services	6.4 (1 ratings)	- (0 ratings)
Vendor post-sale	6.8 (4 ratings)	- (0 ratings)
Vendor pre-sale	6.9 (4 ratings)	- (0 ratings)