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."Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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."
"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The UI is easy to use."
"Omnichannel is one of the most valuable features of the solution."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It lets us know whether devices are getting out of date and tracked warranties.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 is easy to use and easy to manage."
"Tickets by e-mail, with actions by hastag."
"It was easy to integrate Spiceworks with our existing setup."
"It's easy to understand."
"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 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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"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."
"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."
"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."
"The GUI must be improved."
"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."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"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."
"Sometimes, it can be difficult to integrate what you need."
"The SNMP sniffer requires a lot of work to get right."
"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."
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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