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Compare OTRS and Spiceworks Cloud Help Desk 
Featured Products
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Free
OTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSSpiceworks 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 plansOTRS vs Spiceworks Cloud Help Desk
When assessing the two solutions, reviewers found OTRS easier to use. However, Spiceworks Cloud Help Desk is easier to set up and administer. Reviewers also preferred doing business with Spiceworks Cloud Help Desk overall.
- Reviewers felt that OTRS meets the needs of their business better than Spiceworks Cloud Help Desk.
- When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Spiceworks Cloud Help Desk over OTRS.
Pricing
Entry-Level Pricing
OTRS
No pricing availableSpiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
OTRS
No trial information availableSpiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
9.2
33
8.6
286
Ease of Use
9.1
33
8.7
287
Ease of Setup
7.9
8
8.7
215
Ease of Admin
6.9
7
8.8
217
Quality of Support
9.0
28
8.4
235
Has the product been a good partner in doing business?
6.7
6
8.9
176
Product Direction (% positive)
7.1
32
8.1
286
Features by Category
Ticket and Case Management
9.1
27
|
Verified
8.2
13
|
Verified
8.8
27
|
Verified
8.3
13
|
Verified
8.9
25
|
Verified
8.8
11
|
Verified
Feature Not Available
8.3
10
8.8
23
|
Verified
8.8
7
|
Verified
8.7
25
8.8
11
|
Verified
8.8
27
|
Verified
8.1
12
|
Verified
8.5
18
|
Verified
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
8.4
19
|
Verified
8.3
12
|
Verified
8.4
22
|
Verified
9.3
12
|
Verified
7.5
16
|
Verified
7.5
6
|
Verified
Feature Not Available
6.0
5
7.8
15
|
Verified
Feature Not Available
Platform
Feature Not Available
5.8
8
|
Verified
6.7
8
|
Verified
7.4
9
|
Verified
7.5
8
|
Verified
9.2
10
|
Verified
8.7
5
|
Verified
7.5
8
|
Verified
8.3
21
|
Verified
8.3
9
|
Verified
8.6
23
|
Verified
8.0
11
|
Verified
Administration
9.3
21
|
Verified
Not enough data
9.1
19
|
Verified
Not enough data
9.3
20
|
Verified
Not enough data
Service Desk
9.3
20
|
Verified
Not enough data
9.0
21
|
Verified
Not enough data
9.1
20
|
Verified
Not enough data
Management
8.5
13
|
Verified
Not enough data
8.7
13
|
Verified
Not enough data
9.0
12
|
Verified
Not enough data
8.8
12
|
Verified
Not enough data
9.3
10
Not enough data
Functionality
9.2
14
|
Verified
Not enough data
8.1
14
Not enough data
8.8
14
|
Verified
Not enough data
9.4
11
|
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
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
Categories
Categories
Shared Categories
OTRS and Spiceworks Cloud Help Desk are categorized as Help Desk
Unique Categories
OTRS is categorized as IT Service Management (ITSM) Tools
Spiceworks Cloud Help Desk is categorized as Service Desk
Reviews
Reviewers' Company Size
OTRS
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
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
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
OTRS has no discussions with answers
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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