We performed a comparison between Freshdesk 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's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The organization that is possible with other departments is the solution's most valuable aspect."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The UI is easy to use."
"It is very easy to make reports."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"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."
"It lets us know whether devices are getting out of date and tracked warranties.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."
"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 most valuable features are the inventory and personalization."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"The solution is very stable. It's reliable and efficient."
"The solution is easy to use and easy to manage."
"Tickets by e-mail, with actions by hastag."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"It should enhance its service and its reporting capabilities."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to see a little bit more color in the solution."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Sometimes, it can be difficult to integrate what you need."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"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."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"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."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. Freshdesk is rated 8.4, while Spiceworks is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, TOPdesk and BMC Helix ITSM, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, ManageEngine ServiceDesk Plus and Nagios Core. See our Freshdesk vs. Spiceworks report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.