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 is quite easy to program custom apps and integrate them."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The UI is easy to use."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"The most valuable features are the inventory and personalization."
"The solution is very stable. It's reliable and efficient."
"It lets us know whether devices are getting out of date and tracked warranties.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."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"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."
"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."
"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."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like to see a little bit more color in the solution."
"The GUI must be improved."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"Sometimes, it can be difficult to integrate what you need."
"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."
"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."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"The SNMP sniffer requires a lot of work to get right."
"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."
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.
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