# Freshservice, Vivantio vs Spiceworks Cloud Help Desk Comparison

| | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,335 | 295 | 311 | 
| **Largest Market Segment** | Mid-Market (61.9% of reviews) | Mid-Market (57.5% of reviews) | Mid-Market (65.8% of reviews) | 
| **Entry Level Price** | $19.00 | Starting at $59.00 1 Agent License Per Month | Free | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

### Vivantio

Pros:
- Ease of Use (13 reviews)
- Customer Support (11 reviews)

Cons:
- Poor Performance (8 reviews)
- Complexity (6 reviews)

### Spiceworks Cloud Help Desk

Pros:
- Collaboration (1 reviews)
- Communication Efficiency (1 reviews)

Cons:
- Connectivity Issues (1 reviews)
- Integration Issues (1 reviews)

---
## Ratings Comparison
| Rating | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
  | **Meets Requirements** | 8.9 (1184 reviews) | 8.7 (274 reviews) | 8.6 (286 reviews) | 
  | **Ease of Use** | 9.2 (1189 reviews) | 8.6 (275 reviews) | 8.7 (287 reviews) | 
  | **Ease of Setup** | 8.8 (974 reviews) | 8.1 (143 reviews) | 8.7 (215 reviews) | 
  | **Ease of Admin** | 9.0 (958 reviews) | 8.4 (143 reviews) | 8.8 (217 reviews) | 
  | **Quality of Support** | 9.0 (1144 reviews) | 9.0 (252 reviews) | 8.4 (235 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (933 reviews) | 8.9 (137 reviews) | 8.9 (176 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1167 reviews) | 9.1 (269 reviews) | 8.1 (286 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### Vivantio

#### Entry-Level Pricing

Plan: Feature-inclusive, fully configurable service platform

Price: Starting at $59.00 1 Agent License Per Month

Description: Access to the Vivantio Platform always includes: 1) every available feature, 2) your choice of data centers, 3) in-house professional services, 4) a Customer Success Manager, 5) US and UK telephone, email, and self-service support.

Pricing varies based on number of licenses:
500 system users - $59 per named license / $89 per concurrent license;
200 users - $69 / $104;
100 users - $78 / $118;
50 users - $83 / $125;
25 users - $91 / $137;
15 users - $95 / $143;
5 users - $99 / $149 

Key Features:
- Unlimited configurable ticket types
- Task management
- Client, asset & knowledge management

[Learn more about Vivantio](https://www.g2.com/products/vivantio/reviews)

#### Free Trial

Yes

### Spiceworks Cloud Help Desk

#### Entry-Level Pricing

Plan: Spiceworks Hosts It

Price: Free

Description: Hosted hassle-free in the cloud.
No installation and no hardware.


[Browse all 2 editions](https://www.g2.com/products/spiceworks-cloud-help-desk/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Vivantio** | 8.1/10 | 150 |
| **Spiceworks Cloud Help Desk** | 8.1/10 | 13 |

#### Ticket and Case Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.8 (140 reviews) | 8.2 (13 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.6 (139 reviews) | 8.3 (13 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.5 (133 reviews) | 8.8 (11 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.6 (131 reviews) | 8.3 (10 reviews) | 
| **SLA Management** | Not enough data | 8.7 (135 reviews) | 8.8 (7 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.6 (134 reviews) | 8.8 (11 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.6 (131 reviews) | 8.1 (12 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.3 (124 reviews) | 9.0 (8 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (66 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 7.6 (66 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (129 reviews) | 8.3 (12 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.7 (135 reviews) | 9.3 (12 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.3 (81 reviews) | 7.5 (6 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 7.0 (81 reviews) | 6.0 (5 reviews) | 
| **Voice** | Not enough data | 7.1 (77 reviews) | Feature Not Available | 

#### Platform

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 7.5 (100 reviews) | 5.8 (8 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.1 (117 reviews) | 7.4 (9 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.5 (122 reviews) | 9.2 (10 reviews) ✓ Verified | 
| **Integration** | Not enough data | 7.8 (108 reviews) | 7.5 (8 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.0 (125 reviews) | 8.3 (9 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.3 (125 reviews) | 8.0 (11 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 447 |
| **Vivantio** | 8.5/10 | 51 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Administration

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Change Management** | 8.6 (324 reviews) ✓ Verified | 8.6 (38 reviews) | Not enough data | 
| **Asset Management** | 8.4 (351 reviews) ✓ Verified | 8.0 (39 reviews) | Not enough data | 
| **Reports & Analytics** | 8.3 (375 reviews) ✓ Verified | 8.2 (48 reviews) | Not enough data | 

#### Service Desk

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Help Desk** | 9.5 (410 reviews) ✓ Verified | 8.8 (48 reviews) | Not enough data | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | 8.8 (49 reviews) | Not enough data | 
| **Process Workflow** | 8.8 (373 reviews) ✓ Verified | 8.3 (47 reviews) | Not enough data | 

#### Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Reporting** | 8.5 (313 reviews) ✓ Verified | 8.3 (47 reviews) | Not enough data | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | 8.8 (45 reviews) | Not enough data | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | 8.9 (39 reviews) | Not enough data | 
| **Asset Management** | 8.5 (290 reviews) ✓ Verified | 8.5 (37 reviews) | Not enough data | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | 8.5 (29 reviews) | Not enough data | 

#### Functionality

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Ticketing System** | 9.5 (343 reviews) ✓ Verified | 8.8 (49 reviews) | Not enough data | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | 8.8 (41 reviews) | Not enough data | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | 8.6 (40 reviews) | Not enough data | 
| **Automation** | 8.8 (310 reviews) ✓ Verified | 8.1 (45 reviews) | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 6.9 (8 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 8.5 (13 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 7.4 (7 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 7.1 (7 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 8.1 (9 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 8.0 (9 reviews) | Not enough data | Not enough data | 

### HR Service Delivery

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Vivantio** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Customization

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Customization** | Not enough data | Not enough data | Not enough data | 
| **HR Integrations** | Not enough data | Not enough data | Not enough data | 

#### HR Content

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Knowledge Management** | Not enough data | Not enough data | Not enough data | 
| **Content Delivery** | Not enough data | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | Not enough data | 

#### Logistics

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Security** | Not enough data | Not enough data | Not enough data | 
| **Employee Portal** | Not enough data | Not enough data | Not enough data | 
| **AI ** | Not enough data | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Ticketing Platform** | Not enough data | Not enough data | Not enough data | 
| **Single Sign-On** | Not enough data | Not enough data | Not enough data | 
| **Business Process Management** | Not enough data | Not enough data | Not enough data | 
| **Self-Service** | Not enough data | Not enough data | Not enough data | 
| **Dashboard & Reporting** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **Vivantio** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Monitoring

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | Not enough data | Not enough data | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | Not enough data | Not enough data | 
| **AI Monitoring** | 6.1 (26 reviews) | Not enough data | Not enough data | 

#### Management Tools

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Standardization** | 8.9 (331 reviews) | Not enough data | Not enough data | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.8 (136 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 5.6 (6 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 5.8 (6 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 6.3 (5 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Vivantio** | 6.3/10 | 5 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | 6.3 (5 reviews) | Not enough data | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 

### HR Case Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Vivantio** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Investigation

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Separate Workflows** | Not enough data | Not enough data | Not enough data | 
| **Anonymity** | Not enough data | Not enough data | Not enough data | 
| **Documentation** | Not enough data | Not enough data | Not enough data | 
| **Confidentiality** | Not enough data | Not enough data | Not enough data | 

#### Access

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Integration** | Not enough data | Not enough data | Not enough data | 
| **Assignment** | Not enough data | Not enough data | Not enough data | 
| **Collaborative** | Not enough data | Not enough data | Not enough data | 

#### Employee Experience

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Policy** | Not enough data | Not enough data | Not enough data | 
| **Multi-channel** | Not enough data | Not enough data | Not enough data | 
| **Cross-platform** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Vivantio** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Customer Support

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Text** | Not enough data | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | Not enough data | 

#### Automation

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Learning** | Not enough data | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **Vivantio** | 8.1/10 | 82 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | 7.9 (47 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | 8.0 (70 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (134 reviews) | 8.0 (72 reviews) | Not enough data | 
| **Community Forums** | 7.1 (113 reviews) | 8.1 (58 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (115 reviews) | 7.9 (57 reviews) | Not enough data | 
| **Personalization** | 8.2 (134 reviews) | 8.1 (75 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Branding** | 8.5 (135 reviews) | 8.3 (72 reviews) | Not enough data | 
| **Automation** | 8.7 (140 reviews) | 8.4 (70 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.1 (108 reviews) | 7.5 (53 reviews) | Not enough data | 
| **Integrations** | 8.1 (130 reviews) | 8.3 (65 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 5.3 (5 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 5.3 (5 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 5.3 (5 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 5.3 (5 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 5.0 (5 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 5.3 (5 reviews) | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **Vivantio** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **AI Text Generation** | 7.7 (70 reviews) | Not enough data | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.0 (5 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 844 |
| **Vivantio** | 8.2/10 | 156 |
| **Spiceworks Cloud Help Desk** | 8.6/10 | 140 |

#### Incident Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | 8.5 (133 reviews) | Feature Not Available | 
| **Ticket Prioritization** | 8.9 (737 reviews) | 8.8 (148 reviews) | 8.8 (125 reviews) | 
| **Ticket Notifications** | 9.0 (796 reviews) | 8.7 (155 reviews) | 9.3 (131 reviews) | 
| **Knowledge Base** | 8.6 (729 reviews) | 8.1 (132 reviews) | 8.2 (113 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | 8.1 (126 reviews) | 8.2 (102 reviews) | 

#### Reporting

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | 8.3 (150 reviews) | 8.6 (127 reviews) | 
| **Time Tracking** | 8.2 (639 reviews) | 8.2 (139 reviews) | 8.4 (107 reviews) | 
| **Surveys** | 8.2 (615 reviews) | 8.0 (117 reviews) | Feature Not Available | 

#### Access & Usability

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Mobile** | 8.4 (701 reviews) | 7.4 (110 reviews) | 8.1 (98 reviews) | 
| **Self Service** | 8.9 (728 reviews) | 8.4 (142 reviews) | 8.9 (106 reviews) | 
| **Active Directory** | 8.5 (550 reviews) | 8.5 (119 reviews) | 8.9 (89 reviews) | 
| **Multi-Channel Access** | 8.6 (562 reviews) | 8.2 (106 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 6.7 (8 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.1 (8 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 7.0 (9 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 7.1 (8 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 6.7 (8 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 6.7 (8 reviews) | Not enough data | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **Vivantio** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Analysis

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | Not enough data | 

#### Platform

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | Not enough data | 

#### Security

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (7):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Vivantio (6):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [HR Service Delivery Software](https://www.g2.com/categories/hr-service-delivery), [HR Case Management Software](https://www.g2.com/categories/hr-case-management)



---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | Vivantio | Spiceworks Cloud Help Desk | 
|---|---|---|---|
| **Small-Business** | 17.6% | 14.3% | 22.1% | 
| **Mid-Market** | 61.9% | 57.5% | 65.8% | 
| **Enterprise** | 20.5% | 28.2% | 12.1% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

#### Vivantio

- **Information Technology and Services:** 19.0%
- **Outsourcing/Offshoring:** 14.3%
- **Telecommunications:** 7.5%
- **Consumer Services:** 3.4%
- **Facilities Services:** 3.4%
- **Hospital & Health Care:** 3.4%
- **Computer Software:** 3.1%
- **Financial Services:** 3.1%
- **Non-Profit Organization Management:** 2.7%
- **Computer & Network Security:** 2.4%
- **Other:** 37.8%

#### Spiceworks Cloud Help Desk

- **Information Technology and Services:** 17.9%
- **Education Management:** 8.5%
- **Higher Education:** 4.9%
- **Hospital & Health Care:** 4.6%
- **Computer Software:** 2.6%
- **Consumer Goods:** 2.3%
- **Marketing and Advertising:** 2.3%
- **Retail:** 2.3%
- **Primary/Secondary Education:** 2.0%
- **Non-Profit Organization Management:** 2.0%
- **Other:** 50.8%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4306 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1146 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)

### Alternatives to Vivantio

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)

### Alternatives to Spiceworks Cloud Help Desk

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1146 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [GLPI](https://www.g2.com/products/glpi/reviews) — 4.5/5 stars (41 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7617 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### Vivantio

- Title: [Are there any plans for a mobile app?](https://www.g2.com/discussions/are-there-any-plans-for-a-mobile-app) — 3 comments, 1 upvote
  > **Top comment:** "Hi Wayne,

Thank you for reaching out to us and although we currently have no plans for a Mobile Application on our 2022 Product Roadmap our FLEX UI was..."

### Spiceworks Cloud Help Desk

- Title: [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?](https://www.g2.com/discussions/remote-management) — 4 comments, 1 upvote
  > **Top comment:** "Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote..."
- Title: [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) — 1 comment
  > **Top comment:** "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 "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-vivantio-vs-spiceworks-cloud-help-desk)