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- Freshservice-vs-Spiceworks Cloud Help Desk
Compare Freshservice and Spiceworks Cloud Help Desk 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
$19.00
Free
Freshservice
Star Rating
(1,238)4.6 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Spiceworks Cloud Help Desk offers a free entry-level price, making it an attractive option for smaller teams or businesses just starting out, while Freshservice starts at $19.00, which may be a barrier for some users.
- Reviewers mention that Freshservice excels in ease of use with a score of 9.2 compared to Spiceworks' 8.7, indicating that Freshservice may provide a more intuitive user experience for everyday tasks.
- G2 users highlight that Freshservice's quality of support is rated at 9.0, surpassing Spiceworks' 8.4, suggesting that users may find more reliable assistance when issues arise with Freshservice.
- Users on G2 report that Spiceworks Cloud Help Desk shines in ticketing system functionality with a score of 9.7, while Freshservice follows closely at 9.5, indicating both products are strong in this area but Spiceworks may have a slight edge.
- Reviewers mention that Freshservice's incident management features, particularly in ticket prioritization (8.9) and ticket notifications (9.0), are superior to Spiceworks, which could lead to more efficient handling of urgent issues.
- Users say that the self-service experience in Freshservice, especially with its knowledge base and ticket integration scoring 8.6 and 8.7 respectively, is more robust compared to Spiceworks, which could enhance user satisfaction and reduce support workload.
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Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Spiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
Freshservice
Free Trial is available
Spiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.9
1,105
8.6
286
Ease of Use
9.2
1,104
8.7
287
Ease of Setup
8.8
890
8.7
214
Ease of Admin
9.0
909
8.8
217
Quality of Support
9.0
1,066
8.4
235
Has the product been a good partner in doing business?
9.1
885
8.9
176
Product Direction (% positive)
9.4
1,094
8.1
286
Features by Category
Ticket and Case Management
Not enough data
8.2
13
|
Verified
Not enough data
8.3
13
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.3
10
Not enough data
8.8
7
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.1
12
|
Verified
Not enough data
9.0
8
|
Verified
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
8.3
12
|
Verified
Not enough data
9.3
12
|
Verified
Not enough data
7.5
6
|
Verified
Not enough data
6.0
5
Not enough data
Feature Not Available
Platform
Not enough data
5.8
8
|
Verified
Not enough data
7.4
9
|
Verified
Not enough data
9.2
10
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
8.0
11
|
Verified
Administration
8.6
280
|
Verified
Not enough data
8.3
308
|
Verified
Not enough data
8.3
333
|
Verified
Not enough data
Service Desk
9.4
362
|
Verified
Not enough data
9.1
337
|
Verified
Not enough data
8.9
329
|
Verified
Not enough data
Management
8.5
273
|
Verified
Not enough data
8.9
280
|
Verified
Not enough data
8.8
244
|
Verified
Not enough data
8.5
247
|
Verified
Not enough data
8.2
193
|
Verified
Not enough data
Functionality
9.5
293
|
Verified
Not enough data
8.8
232
|
Verified
Not enough data
8.8
229
|
Verified
Not enough data
8.8
263
|
Verified
Not enough data
Monitoring
8.4
233
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
Management Tools
9.1
306
|
Verified
Not enough data
8.9
295
Not enough data
8.5
261
|
Verified
Not enough data
Generative AI
8.3
102
Not enough data
8.2
102
Not enough data
Generative AI
7.5
53
Not enough data
Self-Service Experience
8.6
113
Not enough data
8.9
109
Not enough data
7.3
90
Not enough data
7.6
91
Not enough data
8.2
111
Not enough data
Self-Service Platform
8.5
111
Not enough data
8.7
115
Not enough data
7.3
85
Not enough data
8.0
107
Not enough data
Generative AI
8.0
50
Not enough data
Incident Management
9.1
699
Feature Not Available
8.9
702
8.8
124
9.0
755
9.3
130
8.6
691
8.2
112
8.7
656
8.3
101
Reporting
8.6
737
8.6
126
8.2
602
8.4
106
8.2
580
Feature Not Available
Access & Usability
8.4
665
8.1
97
8.9
688
8.9
105
8.5
515
8.9
88
8.7
527
Feature Not Available
Analysis
7.5
154
Not enough data
Platform
8.3
209
Not enough data
8.3
192
Not enough data
8.7
235
Not enough data
8.4
262
Not enough data
8.7
294
Not enough data
Security
7.8
158
Not enough data
7.1
87
Not enough data
7.6
146
Not enough data
8.9
263
Not enough data
8.8
265
Not enough data
Categories
Categories
Shared Categories
Freshservice and Spiceworks Cloud Help Desk are categorized as Service Desk
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
Spiceworks Cloud Help Desk is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.8%
Computer Software
5.3%
Construction
4.5%
Education Management
3.6%
Financial Services
3.5%
Other
63.3%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Spiceworks Cloud Help Desk
Most Helpful Favorable Review
Mike R.
Verified User in Electrical/Electronic Manufacturing
Spiceworks does very well at clientless network device discovery, WMI device discovery and, customizable reporting. Their online community is extremely useful for information and assistance.
Most Helpful Critical Review
Angel Tomás G.
Verified User in Wholesale
It is limited about customizing the way the tickets are assigned, for example, you can not escalate them to a higher level. Another inconvenient is that, the creation-ticket template can not be customized at all, only colors and logo are modifiable.
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Mike R.
Verified User in Electrical/Electronic Manufacturing
Spiceworks does very well at clientless network device discovery, WMI device discovery and, customizable reporting. Their online community is extremely useful for information and assistance.
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Angel Tomás G.
Verified User in Wholesale
It is limited about customizing the way the tickets are assigned, for example, you can not escalate them to a higher level. Another inconvenient is that, the creation-ticket template can not be customized at all, only colors and logo are modifiable.
Alternatives
Discussions
How has your experience been with Freshservice support?
12 comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
I still have trouble making Probe work properly.
2 comments
Official Response from Freshservice
"If the issue persists, write to support@freshservice.com"Read more
I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?
4 comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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