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Freshdesk Logo
1,967 views|1,606 comparisons
Spiceworks Logo
3,483 views|2,341 comparisons
Top Review
Find out what your peers are saying about Freshdesk vs. Spiceworks and other solutions. Updated: September 2021.
535,544 professionals have used our research since 2012.
Quotes From Members

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

Pros
"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."

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"The solution is very stable. It's reliable and efficient.""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 most valuable features are the inventory and personalization.""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 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."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users.""We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

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"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 network mapping could be improved. Putting together an actual bonafide network map would be really nice.""There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."

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Pricing and Cost Advice
"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."

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Questions from the Community
Top Answer: 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.
Top Answer: We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than… more »
Top Answer: We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
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Ranking
12th
out of 55 in Help Desk Software
Views
1,967
Comparisons
1,606
Reviews
2
Average Words per Review
682
Rating
9.5
9th
out of 55 in Help Desk Software
Views
3,483
Comparisons
2,341
Reviews
5
Average Words per Review
508
Rating
8.4
Comparisons
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Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
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.
Offer
Learn more about Freshdesk
Learn more about Spiceworks
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
Top Industries
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider20%
Energy/Utilities Company7%
Educational Organization5%
REVIEWERS
Manufacturing Company11%
Construction Company7%
Hospitality Company7%
Retailer7%
VISITORS READING REVIEWS
Comms Service Provider27%
Computer Software Company19%
Government8%
Educational Organization6%
Company Size
REVIEWERS
Small Business70%
Midsize Enterprise30%
REVIEWERS
Small Business50%
Midsize Enterprise31%
Large Enterprise19%
Find out what your peers are saying about Freshdesk vs. Spiceworks and other solutions. Updated: September 2021.
535,544 professionals have used our research since 2012.

Freshdesk is ranked 12th in Help Desk Software with 2 reviews while Spiceworks is ranked 9th in Help Desk Software with 5 reviews. Freshdesk is rated 9.6, while Spiceworks is rated 8.4. The top reviewer of Freshdesk writes "Solid, good price, simple to use, and requires negligible training effort". On the other hand, the top reviewer of Spiceworks writes "Has good policy enforcement but the network mapping could be improved". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and SolarWinds Web Help Desk, whereas Spiceworks is most compared with Zabbix, SolarWinds NPM, JIRA Service Management, ServiceNow and Nagios Core. See our Freshdesk vs. Spiceworks report.

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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.