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- Freshservice-vs-Spiceworks Cloud Help Desk
Compare Freshservice and Spiceworks Cloud Help Desk 
At a Glance
Market Segments
Mid-Market (62.4% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
$19.00
Free
Freshservice
Star Rating
(1,290)4.6 out of 5
Market Segments
Mid-Market (62.4% 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 small to mid-sized businesses looking to minimize costs, while Freshservice starts at $19.00, which some users feel is a barrier for smaller teams.
- Reviewers mention that Freshservice excels in ease of use with a score of 9.2 compared to Spiceworks' 8.7, highlighting that Freshservice's user interface is more intuitive and streamlined, which can lead to quicker onboarding for new users.
- G2 users indicate that Freshservice's quality of support is rated higher at 9.0 versus Spiceworks' 8.4, with many reviewers praising Freshservice for its responsive customer service and comprehensive support resources.
- Users on G2 report that Spiceworks Cloud Help Desk shines in its ticket creation user experience with a score of 8.2, while Freshservice's ticketing system is rated slightly higher at 9.5, suggesting that Freshservice provides more robust features for managing tickets effectively.
- Reviewers mention that Freshservice's automation features, particularly in ticket routing and notifications, are superior, with scores of 9.1 and 9.0 respectively, while Spiceworks' automation capabilities are rated lower, indicating that Freshservice may offer a more efficient workflow for incident management.
- Users say that the reporting capabilities of Spiceworks are impressive, with a score of 9.1 for reports and analytics, but Freshservice's reporting features are also strong at 8.4, suggesting that both products provide valuable insights, though Spiceworks may have a slight edge in this area.
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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
1,156
8.6
286
Ease of Use
9.2
1,155
8.7
287
Ease of Setup
8.8
939
8.7
215
Ease of Admin
9.0
954
8.8
217
Quality of Support
9.0
1,117
8.4
235
Has the product been a good partner in doing business?
9.1
930
8.9
176
Product Direction (% positive)
9.5
1,143
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
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
308
|
Verified
Not enough data
8.4
334
|
Verified
Not enough data
8.3
361
|
Verified
Not enough data
Service Desk
9.4
390
|
Verified
Not enough data
9.1
365
|
Verified
Not enough data
8.8
357
|
Verified
Not enough data
Management
8.5
300
|
Verified
Not enough data
8.9
307
|
Verified
Not enough data
8.8
272
|
Verified
Not enough data
8.5
274
|
Verified
Not enough data
8.2
219
|
Verified
Not enough data
Functionality
9.4
321
|
Verified
Not enough data
8.8
259
|
Verified
Not enough data
8.8
256
|
Verified
Not enough data
8.8
290
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
8.3
260
|
Verified
Not enough data
8.6
296
|
Verified
Not enough data
8.8
313
|
Verified
Not enough data
6.4
18
Not enough data
Management Tools
9.1
334
|
Verified
Not enough data
8.9
324
Not enough data
8.5
288
|
Verified
Not enough data
Generative AI
7.9
129
Not enough data
7.9
129
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.3
70
Not enough data
Self-Service Experience
8.4
131
Not enough data
8.7
127
Not enough data
7.2
107
Not enough data
7.6
109
Not enough data
8.2
128
Not enough data
Self-Service Platform
8.5
129
Not enough data
8.7
133
Not enough data
7.2
102
Not enough data
8.1
124
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
65
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.1
727
Feature Not Available
8.9
730
8.8
125
9.0
783
9.3
131
8.6
719
8.2
113
8.6
684
8.2
102
Reporting
8.6
765
8.6
127
8.2
629
8.4
107
8.2
607
Feature Not Available
Access & Usability
8.4
693
8.1
98
8.9
716
8.9
106
8.5
541
8.9
89
8.7
553
Feature Not Available
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analysis
7.6
174
Not enough data
Platform
8.3
230
Not enough data
8.2
213
Not enough data
8.7
256
Not enough data
8.4
284
Not enough data
8.7
316
Not enough data
Security
7.8
179
Not enough data
7.1
108
Not enough data
7.5
167
Not enough data
8.9
284
Not enough data
8.8
287
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
19.9%
Computer Software
5.4%
Construction
4.5%
Education Management
3.5%
Financial Services
3.5%
Other
63.2%
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
Greg M.
Verified User in Information Technology and Services
Free. All-encompassing package ties together a hardware and software inventory of your network with helpdesk features to simplify the IT manager's life. The time to value is great, and the amount of information it can provide you in a short time is...
Most Helpful Critical Review
Albert D.
Verified User in Information Technology and Services
Sometimes the colors do clash and are a bit too bright.
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...
Greg M.
Verified User in Information Technology and Services
Free. All-encompassing package ties together a hardware and software inventory of your network with helpdesk features to simplify the IT manager's life. The time to value is great, and the amount of information it can provide you in a short time is...
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...
Albert D.
Verified User in Information Technology and Services
Sometimes the colors do clash and are a bit too bright.
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
Can we have access to our database to do some development
2 comments
Official Response from Freshservice
You can utilize API calls to gather the data and transfer them to Power BI.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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