TrustRadius: an HG Insights company

Freshservice vs. Spiceworks Cloud Help Desk

Save this comparison

Save this comparison

Freshservice

268 Reviews and Ratings

Spiceworks Cloud Help Desk

248 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshservice

    Score8.8 out of 10
    		N/AFreshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

    $29

    per month per agent

    Spiceworks Cloud Help Desk

    Score6.8 out of 10
    		N/ASpiceworks 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
    FreshserviceSpiceworks Cloud Help Desk
    Editions & Modules
    Starter
    $29.00
    per month per agent
    Growth
    $59.00
    per month per agent
    Pro
    $119.00
    per month per agent
    Enterprise
    Custom
    Core Plan
    $0
    Premium
    $6
    per month per user
    Offerings
    Pricing Offerings
    FreshserviceSpiceworks Cloud Help Desk
    Free Trial
    YesNo
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    YesNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional DetailsDiscount available for annual billing.—
    More Pricing Information
    Community Pulse
    FreshserviceSpiceworks Cloud Help Desk
    Considered Both Products
    Freshworks Inc
    Verified User
    Chose Freshservice
    Freshservice is easy to configure, easy to use, evolves super quickly and comes at a very reasonable price. Other systems we tried or evaluated were super expensive, unstable or hard to configure. I was surprised by how easy it was to implement Freshservice and to gain adoption …
    Incentivized
    Devon Ford
    IT Manager in Information Technology at CALGRO M3 HOLDINGS (Construction, 51-200 employees)
    Chose Freshservice
    An app that I can use on my iPhone to quickly check and manage tickets.
    Incentivized
    Elizabeth Tansley
    Technology Manager in Information Technology at CentacareCQ (Information Technology & Services, 201-500 employees)
    Chose Freshservice
    We are using an old, on-prem version of Spiceworks. Spiceworks is only designed for really 10,000 tickets at most. We are well beyond that. We have simply outgrown Spiceworks. We can't use cloud Spiceworks as we need Australian data sovereignty. Freshservice is in a whole …
    Incentivized
    Verified User
    Chose Freshservice
    Freshworks gave us everything we needed in a practical, web-based format. It worked like a charm!
    Incentivized
    Rick Murphy
    Assistant Director of IT in Information Technology at Greenville College (Higher Education, 201-500 employees)
    Chose Freshservice
    The feature sets, intuitive nature, and hosted options were all attractive to us as we looked for a ITIL- centric solution. The interface, and ability to be up-and-running in a very short amount of time drove us to invest in Freshservice.
    Incentivized
    Verified User
    Chose Freshservice
    Spiceworks became a security issue as it wasn't maintained. On our old Windows server, the service would crash/stop frequently. We didn't have any support contract with Spiceworks. Freshworks was an absolute breeze, with zero maintenance, zero hardware required, and very easy …
    Incentivized
    Spiceworks Ziff Davis
    No answer on this topic
    Key User Insights
    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
    FreshserviceSpiceworks Cloud Help Desk
    Incident and problem management
    Comparison of Incident and problem management features of Freshservice and Spiceworks Cloud Help Desk
    Feature
    Freshservice
    8.2
    142 Ratings
    Spiceworks Cloud Help Desk
    8.5
    55 Ratings
    Organize and prioritize service tickets9.1142 Ratings8.054 Ratings
    Expert directory8.3100 Ratings8.047 Ratings
    Service restoration8.485 Ratings00 Ratings
    Self-service tools8.1126 Ratings00 Ratings
    Subscription-based notifications7.9103 Ratings9.042 Ratings
    ITSM collaboration and documentation7.6117 Ratings6.045 Ratings
    ITSM reports and dashboards8.1122 Ratings00 Ratings
    Ticket creation and submission00 Ratings10.054 Ratings
    Ticket response00 Ratings10.053 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Freshservice and Spiceworks Cloud Help Desk
    Feature
    Freshservice
    7.7
    114 Ratings
    Spiceworks Cloud Help Desk
    -
    Ratings
    Configuration mangement7.4106 Ratings00 Ratings
    Asset management dashboard7.5111 Ratings00 Ratings
    Policy and contract enforcement8.278 Ratings00 Ratings
    Change management
    Comparison of Change management features of Freshservice and Spiceworks Cloud Help Desk
    Feature
    Freshservice
    8.0
    109 Ratings
    Spiceworks Cloud Help Desk
    -
    Ratings
    Change requests repository7.7103 Ratings00 Ratings
    Change calendar7.887 Ratings00 Ratings
    Service-level management8.4102 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Freshservice and Spiceworks Cloud Help Desk
    Feature
    Freshservice
    -
    Ratings
    Spiceworks Cloud Help Desk
    7.0
    52 Ratings
    External knowledge base00 Ratings7.048 Ratings
    Internal knowledge base00 Ratings7.048 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Freshservice and Spiceworks Cloud Help Desk
    Feature
    Freshservice
    -
    Ratings
    Spiceworks Cloud Help Desk
    9.0
    52 Ratings
    Customer portal00 Ratings9.046 Ratings
    IVR00 Ratings7.011 Ratings
    Social integration00 Ratings8.927 Ratings
    Email support00 Ratings10.046 Ratings
    Help Desk CRM integration00 Ratings9.928 Ratings
    User Ratings
    FreshserviceSpiceworks Cloud Help Desk
    Likelihood to Recommend
    8.5
    (143 ratings)
    10.0
    (83 ratings)
    Likelihood to Renew
    8.7
    (7 ratings)
    10.0
    (29 ratings)
    Usability
    9.5
    (13 ratings)
    9.0
    (9 ratings)
    Availability
    9.0
    (5 ratings)
    10.0
    (3 ratings)
    Performance
    7.8
    (6 ratings)
    8.0
    (1 ratings)
    Support Rating
    8.3
    (107 ratings)
    8.7
    (26 ratings)
    In-Person Training
    7.3
    (1 ratings)
    -
    (0 ratings)
    Online Training
    7.2
    (3 ratings)
    -
    (0 ratings)
    Implementation Rating
    9.1
    (8 ratings)
    10.0
    (7 ratings)
    Configurability
    7.9
    (5 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.8
    (3 ratings)
    -
    (0 ratings)
    Ease of integration
    6.4
    (7 ratings)
    -
    (0 ratings)
    Product Scalability
    8.1
    (6 ratings)
    10.0
    (1 ratings)
    Professional Services
    8.6
    (4 ratings)
    -
    (0 ratings)
    Vendor post-sale
    8.3
    (4 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.0
    (5 ratings)
    -
    (0 ratings)