Spiceworks and Freshservice both compete in the IT service management category. Freshservice seems to have the upper hand, offering more advanced features suitable for larger organizations.
Features: Spiceworks is free and easy to install, making it ideal for small to medium businesses seeking a basic help desk and inventory management system. It provides strong community support that offers solutions and advice. Freshservice offers comprehensive systems, including robust incident and change management features, workflow automation, and mobile-friendly apps appealing to larger organizations. It supports integrated IT and project management solutions.
Room for Improvement: Spiceworks faces limitations in scalability and performance, particularly for larger organizations. Users suggest improvements in network scanning, asset management, ticketing system, and better monitoring and reporting tools. Freshservice could enhance its reporting capabilities and offer more granular customization options. Integration complexities and advanced workflow automation are also areas for improvement.
Ease of Deployment and Customer Service: Spiceworks is mainly available on-premises and offers an easy-to-deploy solution for small setups, relying heavily on community forums for support. Freshservice, being cloud-oriented, provides easy remote access and scalability with professional and quick customer support, utilizing cloud agility for troubleshooting.
Pricing and ROI: Spiceworks is notable for its zero-cost model, immediately offering ROI by reducing initial expenses without licensing fees. However, larger organizations might incur configuration and management costs as they scale. Freshservice adopts tier-based pricing, providing flexible features but potentially higher costs for extensive requirements. It offers good value with extensive ITSM functionalities, ensuring a structured approach to asset and ticket management.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Additionally, it is free software.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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