We performed a comparison between Freshservice and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is a stable solution. My company hasn't faced any problems with the solution."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"I do 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."
"It allowed the development team to concentrate on the client’s requirements instead."
"There is a nice user interface."
"The overall functionality of the product is excellent."
"You can just register and within five to minute minutes, you are ready to go."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Tickets by e-mail, with actions by hastag."
"It's easy to understand."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"The most valuable features are the inventory and personalization."
"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."
"The solution is very stable. It's reliable and efficient."
"Freshservice could improve the integration with Microsoft Outlook."
"The analytics could be better."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice's technical support has issues with delays and translations."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"It's hard to interact directly with the users themselves."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"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."
"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."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"The SNMP sniffer requires a lot of work to get right."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"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."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. Freshservice is rated 8.0, while Spiceworks is rated 7.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our Freshservice vs. Spiceworks report.
See our list of best Help Desk Software vendors and best IT Asset Management vendors.
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