# Spiceworks Cloud Help Desk vs Track-It! Comparison | | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Star Rating** | 4.3 out of 5 | 3.7 out of 5 | | **Total Reviews** | 311 | 100 | | **Largest Market Segment** | Mid-Market (65.8% of reviews) | Mid-Market (57.7% 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) ### Track-It! **Not enough data** --- ## Ratings Comparison | Rating | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Meets Requirements** | 8.6 (286 reviews) | 7.8 (86 reviews) | | **Ease of Use** | 8.7 (287 reviews) | 7.9 (88 reviews) | | **Ease of Setup** | 8.7 (215 reviews) | 7.6 (51 reviews) | | **Ease of Admin** | 8.8 (217 reviews) | 7.9 (52 reviews) | | **Quality of Support** | 8.4 (235 reviews) | 7.7 (66 reviews) | | **Has the product been a good partner in doing business?** | 8.9 (176 reviews) | 8.1 (50 reviews) | | **Product Direction (% positive)** | 8.1 (286 reviews) | 5.7 (85 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 ### Track-It! #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **Spiceworks Cloud Help Desk** | 8.1/10 | 13 | | **Track-It!** | 7.9/10 | 18 | #### Ticket and Case Management | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Ticket creation user experience** | 8.2 (13 reviews) ✓ Verified | 8.4 (16 reviews) ✓ Verified | | **Ticket response user experience** | 8.3 (13 reviews) ✓ Verified | 7.4 (16 reviews) ✓ Verified | | **Workflow** | 8.8 (11 reviews) ✓ Verified | 8.0 (16 reviews) ✓ Verified | | **Response Automation** | 8.3 (10 reviews) | 7.9 (14 reviews) | | **SLA Management** | 8.8 (7 reviews) ✓ Verified | 8.3 (9 reviews) | | **Attachments/Screencasts** | 8.8 (11 reviews) ✓ Verified | 7.5 (16 reviews) | | **Ticket Collaboration** | 8.1 (12 reviews) ✓ Verified | 7.6 (15 reviews) | | **Customer and Contacts Database** | 9.0 (8 reviews) ✓ Verified | 8.2 (10 reviews) | #### Generative AI | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **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 | Track-It! | |---|---|---| | **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 | Track-It! | |---|---|---| | **Customer Portal** | 8.3 (12 reviews) ✓ Verified | 8.3 (11 reviews) ✓ Verified | | **Email to Case** | 9.3 (12 reviews) ✓ Verified | 8.2 (14 reviews) ✓ Verified | | **Chat/Live Support** | 7.5 (6 reviews) ✓ Verified | 8.3 (9 reviews) | | **Social Integration** | 6.0 (5 reviews) | 7.7 (8 reviews) | | **Voice** | Feature Not Available | 7.9 (8 reviews) | #### Platform | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Mobile User Support** | 5.8 (8 reviews) ✓ Verified | 7.7 (8 reviews) ✓ Verified | | **Customization ** | 7.4 (9 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | | **User, Role, and Access Management** | 9.2 (10 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | | **Integration** | 7.5 (8 reviews) ✓ Verified | 8.8 (7 reviews) ✓ Verified | | **Reporting** | 8.3 (9 reviews) ✓ Verified | 7.7 (14 reviews) ✓ Verified | | **Dashboards** | 8.0 (11 reviews) ✓ Verified | 7.6 (13 reviews) ✓ Verified | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **Spiceworks Cloud Help Desk** | N/A | N/A | | **Track-It!** | 7.7/10 | 11 | #### Administration | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Change Management** | Not enough data | 6.9 (8 reviews) ✓ Verified | | **Asset Management** | Not enough data | 8.1 (8 reviews) ✓ Verified | | **Reports & Analytics** | Not enough data | 7.4 (9 reviews) ✓ Verified | #### Service Desk | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Help Desk** | Not enough data | 8.3 (10 reviews) ✓ Verified | | **Incident Reports** | Not enough data | 8.8 (10 reviews) ✓ Verified | | **Process Workflow** | Not enough data | 8.3 (10 reviews) ✓ Verified | #### Management | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Reporting** | Not enough data | 7.5 (6 reviews) ✓ Verified | | **Administration Console** | Not enough data | 8.1 (6 reviews) ✓ Verified | | **Access Management** | Not enough data | 6.3 (5 reviews) | | **Asset Management** | Not enough data | 8.3 (5 reviews) ✓ Verified | | **Policy Dictation** | Not enough data | 8.1 (6 reviews) | #### Functionality | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Ticketing System** | Not enough data | 8.9 (6 reviews) ✓ Verified | | **Performance Logging** | Not enough data | 6.3 (5 reviews) | | **Alerting** | Not enough data | 7.2 (6 reviews) ✓ Verified | | **Automation** | Not enough data | 6.4 (6 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **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 | ### Service Desk | Product | Score | Reviews | |---|---|---| | **Spiceworks Cloud Help Desk** | 8.6/10 | 140 | | **Track-It!** | 7.4/10 | 43 | #### Incident Management | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Automate Ticket Routing** | Feature Not Available | 7.4 (36 reviews) | | **Ticket Prioritization** | 8.8 (125 reviews) | 7.5 (38 reviews) | | **Ticket Notifications** | 9.3 (131 reviews) | 8.5 (40 reviews) | | **Knowledge Base** | 8.2 (113 reviews) | 6.5 (32 reviews) | | **Knowledge Base/Ticket Integration** | 8.2 (102 reviews) | 6.8 (33 reviews) | #### Reporting | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Dashboards** | 8.6 (127 reviews) | 7.2 (35 reviews) | | **Time Tracking** | 8.4 (107 reviews) | 7.8 (29 reviews) | | **Surveys** | Feature Not Available | 6.7 (24 reviews) | #### Access & Usability | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Mobile** | 8.1 (98 reviews) | 6.7 (20 reviews) | | **Self Service** | 8.9 (106 reviews) | 7.5 (31 reviews) | | **Active Directory** | 8.9 (89 reviews) | 8.3 (32 reviews) | #### Agentic AI - Service Desk | Feature | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **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 (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to Track-It! (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) --- ## Reviewer Demographics ### By Company Size | Segment | Spiceworks Cloud Help Desk | Track-It! | |---|---|---| | **Small-Business** | 22.1% | 14.4% | | **Mid-Market** | 65.8% | 57.7% | | **Enterprise** | 12.1% | 27.8% | ### 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% #### Track-It! - **Information Technology and Services:** 13.3% - **Hospital & Health Care:** 6.1% - **Higher Education:** 6.1% - **Utilities:** 4.1% - **Law Practice:** 4.1% - **Retail:** 4.1% - **Government Administration:** 4.1% - **Insurance:** 3.1% - **Machinery:** 3.1% - **Computer Software:** 3.1% - **Other:** 49.0% --- ## 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 (976 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 (3744 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 (1134 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) — 4.6/5 stars (40 reviews) ### Alternatives to Track-It! - [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 (976 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 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) - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews) - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 3.9/5 stars (525 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 " ### Track-It! No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/spiceworks-cloud-help-desk-vs-track-it)