# Spiceworks Cloud Help Desk vs osTicket Comparison

| | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 311 | 44 | 
| **Largest Market Segment** | Mid-Market (65.8% of reviews) | Small-Business (56.8% of reviews) | 
| **Entry Level Price** | Free | No pricing available | 

---
## Top Pros & Cons

### Spiceworks Cloud Help Desk

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

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

### osTicket

**Not enough data**

---
## Ratings Comparison
| Rating | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
  | **Meets Requirements** | 8.6 (286 reviews) | 8.8 (41 reviews) | 
  | **Ease of Use** | 8.7 (287 reviews) | 8.2 (41 reviews) | 
  | **Ease of Setup** | 8.7 (215 reviews) | 8.0 (29 reviews) | 
  | **Ease of Admin** | 8.8 (217 reviews) | 8.3 (29 reviews) | 
  | **Quality of Support** | 8.4 (235 reviews) | 6.9 (27 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (176 reviews) | 8.4 (24 reviews) | 
  | **Product Direction (% positive)** | 8.1 (286 reviews) | 8.8 (39 reviews) | 

---
## Pricing

### 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

### osTicket

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Spiceworks Cloud Help Desk** | 8.1/10 | 13 |
| **osTicket** | 7.4/10 | 33 |

#### Ticket and Case Management

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (13 reviews) ✓ Verified | 8.6 (32 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.3 (13 reviews) ✓ Verified | 8.7 (32 reviews) ✓ Verified | 
| **Workflow** | 8.8 (11 reviews) ✓ Verified | 8.0 (31 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (10 reviews) | 8.4 (29 reviews) ✓ Verified | 
| **SLA Management** | 8.8 (7 reviews) ✓ Verified | 8.0 (24 reviews) | 
| **Attachments/Screencasts** | 8.8 (11 reviews) ✓ Verified | 7.7 (30 reviews) | 
| **Ticket Collaboration** | 8.1 (12 reviews) ✓ Verified | 8.3 (31 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.0 (8 reviews) ✓ Verified | 7.3 (17 reviews) | 

#### Generative AI

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

#### Agentic AI - Help Desk

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

#### Communication Channels

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Customer Portal** | 8.3 (12 reviews) ✓ Verified | 8.1 (24 reviews) ✓ Verified | 
| **Email to Case** | 9.3 (12 reviews) ✓ Verified | 9.0 (27 reviews) | 
| **Chat/Live Support** | 7.5 (6 reviews) ✓ Verified | 5.3 (10 reviews) ✓ Verified | 
| **Social Integration** | 6.0 (5 reviews) | 5.3 (10 reviews) | 
| **Voice** | Feature Not Available | 4.0 (7 reviews) | 

#### Platform

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Mobile User Support** | 5.8 (8 reviews) ✓ Verified | 5.4 (16 reviews) | 
| **Customization ** | 7.4 (9 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (10 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | 
| **Integration** | 7.5 (8 reviews) ✓ Verified | 6.8 (13 reviews) ✓ Verified | 
| **Reporting** | 8.3 (9 reviews) ✓ Verified | 7.2 (26 reviews) ✓ Verified | 
| **Dashboards** | 8.0 (11 reviews) ✓ Verified | 7.8 (27 reviews) ✓ Verified | 

### AWS Marketplace

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

#### Agentic AI - AWS Marketplace

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Spiceworks Cloud Help Desk** | 8.6/10 | 140 |
| **osTicket** | N/A | N/A |

#### Incident Management

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Automate Ticket Routing** | Feature Not Available | Not enough data | 
| **Ticket Prioritization** | 8.8 (125 reviews) | Not enough data | 
| **Ticket Notifications** | 9.3 (131 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (113 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.2 (102 reviews) | Not enough data | 

#### Reporting

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Dashboards** | 8.6 (127 reviews) | Not enough data | 
| **Time Tracking** | 8.4 (107 reviews) | Not enough data | 
| **Surveys** | Feature Not Available | Not enough data | 

#### Access & Usability

| Feature | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Mobile** | 8.1 (98 reviews) | Not enough data | 
| **Self Service** | 8.9 (106 reviews) | Not enough data | 
| **Active Directory** | 8.9 (89 reviews) | Not enough data | 
| **Multi-Channel Access** | Feature Not Available | Not enough data | 

#### Agentic AI - Service Desk

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

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Spiceworks Cloud Help Desk (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to osTicket (1):** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace)


---
## Reviewer Demographics

### By Company Size

| Segment | Spiceworks Cloud Help Desk | osTicket | 
|---|---|---|
| **Small-Business** | 22.1% | 56.8% | 
| **Mid-Market** | 65.8% | 34.1% | 
| **Enterprise** | 12.1% | 9.1% | 

### By Industry

#### 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%

#### osTicket

- **Information Technology and Services:** 22.7%
- **Education Management:** 13.6%
- **Computer Software:** 11.4%
- **Telecommunications:** 4.5%
- **Retail:** 4.5%
- **Primary/Secondary Education:** 4.5%
- **Internet:** 4.5%
- **Accounting:** 2.3%
- **Capital Markets:** 2.3%
- **Computer Games:** 2.3%
- **Other:** 27.3%

---
## Alternatives

### Alternatives to Spiceworks Cloud Help Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [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)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3747 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 (1143 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)

### Alternatives to osTicket

- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3747 reviews)
- [OTRS](https://www.g2.com/products/otrs/reviews) — 4.4/5 stars (38 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6938 reviews)
- [Zammad](https://www.g2.com/products/zammad/reviews) — 4.5/5 stars (10 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7609 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) — 4.6/5 stars (95 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)

---
## Top Discussions

### 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 "

### osTicket

- Title: [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) — 1 comment
  > **Top comment:** "TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. "

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