Freshdesk vs Spiceworks comparison

Read 47 Spiceworks reviews

975 Views
507 Comparison Views

86% willing to recommend

Freshdesk

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Spiceworks and Freshdesk compete in the inventory and helpdesk software market. Freshdesk seems to have the upper hand due to its comprehensive integration capabilities and support for multiple communication channels, although at a higher price than Spiceworks, which is free.

Features: Spiceworks offers a free inventory and helpdesk tool with network and device inventory scans, basic time and cost tracking, and a ticketing system. Freshdesk, by contrast, has polished integration capabilities, support for multiple communication channels, and customizable reporting that enhance its ticket automation systems.

Room for Improvement: Spiceworks faces criticism for its dated interface and limited scalability and integration features in large environments. Freshdesk's areas for improvement include additional costs for full integration with social media and certain lacking automation flows. Enhancements could make it more user-friendly for non-technical users.

Ease of Deployment and Customer Service: Spiceworks operates on-premises, facing scaling issues in larger environments but benefits from strong community-driven support. Freshdesk is cloud-based, offering quicker deployment and scalability, although some users report limitations with its support system.

Pricing and ROI: Spiceworks provides an excellent ROI as a completely free solution, ideal for SMBs not requiring extensive IT service management tools. Freshdesk, requiring a subscription, justifies its higher costs with extensive feature sets and integration capabilities, appealing to organizations needing robust functionalities.

To learn more, read our detailed Freshdesk vs. Spiceworks Report (Updated: January 2025).

Download the complete report

Freshdesk vs. Spiceworks

January 2025

Helped 831,020 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (4th)

Spiceworks

Ranking in Help Desk Software

16th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (11th), IT Infrastructure Monitoring (42nd)

Mindshare comparison

As of January 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.7%, down from 4.6% compared to the previous year. The mindshare of Spiceworks is 1.9%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

Read full review

Fernando Cezario

Level 2 Support at Tigs

Allows for separate accounts for different enterprises, enabling efficient management of computers across various sites and clients

One area of improvement is the user-friendly interface for the website. With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use. Previously, Spiceworks required server installation for enterprise use. Now, Spiceworks promotes its own cloud solution through the RCM, which is both good and bad. While I preferred the old, on-premise version, the current cloud option requires less technical expertise for deployment. However, I'm unsure if everyone is comfortable with this transition, and it's a significant factor in our continued use.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."

"It is quite easy to program custom apps and integrate them."

"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."

"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

"Omnichannel is one of the most valuable features of the solution."

More Freshdesk pros

"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."

"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."

"Tickets by e-mail, with actions by hastag."

"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."

"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."

"The solution is easy to use and easy to manage."

"Helpdesk and inventory are both equally valuable, and they form the true core of the product."

"Spiceworks is generic and free."

More Spiceworks pros

Cons

"I would like to see a little bit more color in the solution."

"Technical support is not the best. It could be much, much better and offer better support to users."

"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."

"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

"I would like on-the-go translation,"

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

More Freshdesk cons

"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."

"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."

"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."

"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."

"The SNMP sniffer requires a lot of work to get right."

"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."

"Having an integrated asset management tool, where I can plug in things that are offline, would be good."

"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."

More Spiceworks cons

Pricing and Cost Advice

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"The pricing is pretty manageable and acceptable."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"It is costly."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

More Freshdesk pricing and cost advice

"The tool is cheap."

"It's free."

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."

"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."

"The product is free! Get it now."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

831,020 professionals have used our research since 2012.

Comparison Review

it_user174738

IT Developer at a tech services company with 51-200 employees

May 31, 2015

Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor

I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…

Read full review

Top Industries

By visitors reading reviews

Computer Software Company

22%

Retailer

Financial Services Firm

Manufacturing Company

Computer Software Company

16%

Financial Services Firm

10%

University

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

What needs improvement with Freshdesk?

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...

What is your primary use case for Freshdesk?

The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...

What do you like most about Spiceworks?

The solution is easy to use and easy to manage.

What is your experience regarding pricing and costs for Spiceworks?

The tool is cheap.

What needs improvement with Spiceworks?

The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.

JIRA Service Management vs Freshdesk

Comparisons

ServiceNow vs Freshdesk

Compared 25% of the time

Compared 24% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 8% of the time

Maven AGI vs Freshdesk

Compared 5% of the time

BMC Helix ITSM vs Freshdesk

Compared 5% of the time

More Freshdesk Competitors

Zabbix vs Spiceworks

Compared 30% of the time

ServiceNow vs Spiceworks

Compared 24% of the time

Lansweeper vs Spiceworks

Compared 24% of the time

ManageEngine ServiceDesk Plus vs Spiceworks

Compared 7% of the time

JIRA Service Management vs Spiceworks

Compared 5% of the time

More Spiceworks Competitors

Product Reports

Download Freshdesk product report

Freshdesk

January 2025

Download Spiceworks product report

December 2024

Learn More

Freshworks

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino