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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
$15.00 Per Month
Free
Freshdesk
Star Rating
(3,610)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
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)
Pros & Cons
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ticket creation user experience with a score of 8.9, while Spiceworks Cloud Help Desk trails behind at 8.2. Reviewers mention that Freshdesk's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Freshdesk's quality of support is rated at 8.8, which is higher than Spiceworks' 8.4. Users on G2 appreciate Freshdesk's responsive customer service and extensive knowledge base, which they find helpful for resolving issues quickly.
- G2 users highlight Freshdesk's automation features, particularly in ticket routing, which scored 9.0, compared to Spiceworks' performance in this area. Users say that Freshdesk's intelligent routing significantly reduces response times and improves overall efficiency.
- Users report that Spiceworks Cloud Help Desk shines in customer and contacts database management, scoring 9.0, while Freshdesk scored 8.2. Reviewers mention that Spiceworks offers robust features for managing customer information, making it easier to track interactions and history.
- Reviewers mention that Freshdesk's multi-channel coverage is rated at 8.4, which is lower than Spiceworks' performance in email to case management at 9.3. Users say that Spiceworks provides a more seamless experience for converting emails into tickets, enhancing workflow efficiency.
- Users on G2 report that Freshdesk's mobile user support is rated at 8.1, while Spiceworks falls short with a score of 5.8. Reviewers mention that Freshdesk's mobile app allows for effective ticket management on the go, which is crucial for teams that require flexibility.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Spiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
Freshdesk
Free Trial is available
Spiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.6
3,175
8.6
286
Ease of Use
8.8
3,197
8.7
287
Ease of Setup
8.6
2,258
8.7
215
Ease of Admin
8.7
2,153
8.8
217
Quality of Support
8.7
3,074
8.4
235
Has the product been a good partner in doing business?
8.8
2,078
8.9
176
Product Direction (% positive)
8.8
3,150
8.1
286
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.2
13
|
Verified
8.8
2226
|
Verified
8.3
13
|
Verified
8.5
2139
|
Verified
8.8
11
|
Verified
8.5
2033
|
Verified
8.3
10
8.3
1797
|
Verified
8.8
7
|
Verified
8.5
2085
|
Verified
8.8
11
|
Verified
8.7
2007
|
Verified
8.1
12
|
Verified
8.2
1371
|
Verified
9.0
8
|
Verified
Generative AI
7.3
330
Not enough data
7.4
327
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Not enough data
Communication Channels
8.6
1921
|
Verified
8.3
12
|
Verified
8.9
2068
|
Verified
9.3
12
|
Verified
8.4
1312
|
Verified
7.5
6
|
Verified
8.0
1193
|
Verified
6.0
5
7.9
940
|
Verified
Feature Not Available
Platform
8.0
1156
|
Verified
5.8
8
|
Verified
8.1
1663
|
Verified
7.4
9
|
Verified
8.6
1546
|
Verified
9.2
10
|
Verified
8.2
1141
|
Verified
7.5
8
|
Verified
8.0
1861
|
Verified
8.3
9
|
Verified
8.3
1960
|
Verified
8.0
11
|
Verified
Channels
8.3
353
Not enough data
7.9
332
Not enough data
7.5
323
Not enough data
Design
8.2
330
Not enough data
7.8
335
Not enough data
8.2
355
Not enough data
8.3
341
Not enough data
8.4
331
Not enough data
Generative AI
7.7
265
Not enough data
7.7
265
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
Not enough data
8.3
379
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
409
Not enough data
8.2
372
Not enough data
8.2
313
Not enough data
Generative AI
7.4
208
Not enough data
7.4
205
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
7.4
9
|
Verified
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
80
Not enough data
8.1(won by default)
80
Not enough data
Process
8.6(won by default)
163
Not enough data
9.3(won by default)
483
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
340
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
170
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
446
Not enough data
Generative AI
7.7
87
Not enough data
7.7
86
Not enough data
Incident Management
Not enough data
Feature Not Available
Not enough data
8.8
125
Not enough data
9.3
131
Not enough data
8.2
113
Not enough data
8.2
102
Reporting
Not enough data
8.6
127
Not enough data
8.4
107
Not enough data
Feature Not Available
Access & Usability
Not enough data
8.1
98
Not enough data
8.9
106
Not enough data
8.9
89
Not enough data
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
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
Not enough data
Agentic AI - AI Agents
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
Freshdesk and Spiceworks Cloud Help Desk are categorized as Help Desk
Reviews
Reviewers' Company Size
Freshdesk
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
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
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%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...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
What is Spiceworks Cloud Help Desk used for?
1 Comment
AS
It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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