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Compare Freshservice and Spiceworks Cloud Help Desk 
Featured Products
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
$19.00
Free
Freshservice
Star Rating
(1,311)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
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)
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 Freshservice excels in overall user satisfaction, reflected in its significantly higher G2 Score compared to Spiceworks Cloud Help Desk. Users appreciate its intuitive interface and modern tools that streamline customer support management.
- Users say that Spiceworks Cloud Help Desk offers a strong community support system, which is particularly beneficial for troubleshooting and sharing solutions. Many users highlight its efficient ticket submission and tracking features, making it a solid choice for those seeking a free option.
- Reviewers mention that Freshservice provides a wide range of features that allow for customization across multiple departments, not just IT. This versatility has helped organizations consolidate various applications into a single platform, enhancing operational efficiency.
- According to verified reviews, Spiceworks Cloud Help Desk is praised for its ease of use and setup, with users noting that the integration process is straightforward. This makes it an attractive option for smaller teams or those new to help desk software.
- Users highlight that Freshservice's quality of support is a standout feature, with many reviewers noting prompt and helpful responses from the support team. This level of service contributes to a more positive overall experience for users managing their support tickets.
- Reviewers indicate that while Spiceworks Cloud Help Desk is a good entry-level tool, it may not meet the needs of larger organizations looking for advanced features. In contrast, Freshservice's robust capabilities and higher satisfaction ratings make it a better fit for growing businesses.
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
1,170
8.6
286
Ease of Use
9.2
1,173
8.7
287
Ease of Setup
8.8
956
8.7
215
Ease of Admin
9.0
957
8.8
217
Quality of Support
9.0
1,130
8.4
235
Has the product been a good partner in doing business?
9.1
932
8.9
176
Product Direction (% positive)
9.5
1,157
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
321
|
Verified
Not enough data
8.4
346
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
403
|
Verified
Not enough data
9.1
376
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
311
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
282
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
229
|
Verified
Not enough data
Functionality
9.4
335
|
Verified
Not enough data
8.7
270
|
Verified
Not enough data
8.7
267
|
Verified
Not enough data
8.8
303
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.1
8
Not enough data
7.2
9
Not enough data
8.3
9
Not enough data
7.7
8
Not enough data
7.5
8
Not enough data
8.1
8
Not enough data
8.1
9
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
137
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
Feature Not Available
8.9
739
8.8
125
9.0
793
9.3
131
8.6
729
8.2
113
8.6
693
8.2
102
Reporting
8.6
774
8.6
127
8.2
637
8.4
107
8.2
616
Feature Not Available
Access & Usability
8.4
702
8.1
98
8.9
725
8.9
106
8.5
550
8.9
89
8.7
562
Feature Not Available
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
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
19.7%
Computer Software
5.5%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
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%
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
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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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