Compare Freshdesk and Spiceworks Cloud Help Desk 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 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.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate the customization options that allow them to tailor workflows to their specific needs, enhancing overall productivity.
- Users say that Freshdesk's clean interface and easy navigation make daily support tasks much less stressful, especially when handling multiple customer queries simultaneously. This user-friendly design is often highlighted as a key advantage over Spiceworks Cloud Help Desk.
- Reviewers mention that while Spiceworks Cloud Help Desk is free and offers a strong community for support, it may not match the overall quality and satisfaction metrics of Freshdesk. Users appreciate the efficient ticket submission and tracking features, but some feel that the platform lacks the advanced automation capabilities found in Freshdesk.
- According to verified reviews, Freshdesk's implementation process is praised for its intuitiveness, allowing new hires to quickly get up to speed without extensive training. This contrasts with Spiceworks, where users note that while integration is easy, the overall feature set may not be as robust.
- Users highlight that Freshdesk's ticket automation and SLA management features are particularly beneficial for maintaining high service levels, which is a crucial aspect for businesses looking to enhance customer satisfaction. In comparison, while Spiceworks offers good collaboration tools, it may not provide the same level of automation and efficiency.
- Reviewers note that both platforms have their strengths, but Freshdesk's higher G2 Score reflects a broader base of satisfied users. While Spiceworks is appreciated for its free offering and community support, Freshdesk's comprehensive features and positive user experiences make it a more favorable choice for many organizations.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
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
3,256
8.6
286
Ease of Use
8.9
3,278
8.7
287
Ease of Setup
8.6
2,335
8.7
215
Ease of Admin
8.7
2,198
8.8
217
Quality of Support
8.7
3,153
8.4
235
Has the product been a good partner in doing business?
8.8
2,121
8.9
176
Product Direction (% positive)
8.8
3,228
8.1
286
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.2
13
|
Verified
8.8
2254
|
Verified
8.3
13
|
Verified
8.5
2179
|
Verified
8.8
11
|
Verified
8.5
2058
|
Verified
8.3
10
8.3
1807
|
Verified
8.8
7
|
Verified
8.5
2089
|
Verified
8.8
11
|
Verified
8.7
2018
|
Verified
8.1
12
|
Verified
8.3
1372
|
Verified
9.0
8
|
Verified
Generative AI
7.3
328
Not enough data
7.4
324
Not enough data
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
8.3
12
|
Verified
8.9
2087
|
Verified
9.3
12
|
Verified
8.4
1313
|
Verified
7.5
6
|
Verified
8.0
1190
|
Verified
6.0
5
7.9
935
|
Verified
Feature Not Available
Platform
8.1
1156
|
Verified
5.8
8
|
Verified
8.1
1658
|
Verified
7.4
9
|
Verified
8.6
1548
|
Verified
9.2
10
|
Verified
8.3
1149
|
Verified
7.5
8
|
Verified
8.0
1875
|
Verified
8.3
9
|
Verified
8.3
1962
|
Verified
8.0
11
|
Verified
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
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
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
7.4
9
|
Verified
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
912
Not enough data
8.3
684
Not enough data
8.2
239
Not enough data
8.4
257
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.7
261
Not enough data
8.0
222
Not enough data
8.5
238
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
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
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
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%
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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