Freshservice vs Spiceworks Cloud Help Desk
Freshservice
freshworks.comSpiceworks Cloud Help Desk
spiceworks.comSide by side
| Figure | Freshservice | Spiceworks Cloud Help Desk |
|---|---|---|
| Price from | $19/mo | $5/mo |
| Free plan | — | Yes |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 7 | 5 |
| Spec score · IT Help Desk Software | 9.1 (#4) | 8.7 (#17) |
| Spec score · IT Ticketing Systems | 9.2 (#3) | 8.7 (#10) |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | The product is described as integrating with email, Active Directory and other Spiceworks tools; third-party business integrations are limited according to an independent review. |
| Rating on Apple App Store | 4.5 out of 5 from 2.4K ratings | 1.8 out of 5 from 62 ratings |
| Rating on G2 | 4.6 out of 5 from 1,320 reviews | 4.3 out of 5 from 311 reviews |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 1,219 ratings | The opened Gartner page shows favorable reviewer experience but does not display an aggregate numeric rating or review count. |
| Rating on Google Play | 4.2 out of 5 from 5.14K reviews | 2.3 out of 5 from 127 reviews |
| Rating on Software Advice | 4.5 out of 5 from 805 reviews | 4.4 out of 5 from 586 reviews |
| Rating on TrustRadius | 8.4 out of 10 from 367 reviews and ratings | 8.2 out of 10 from 255 reviews and ratings |
| What it does | Freshservice is Freshworks' cloud-based AI service-operations and IT service-management platform covering IT service, operations, asset management and enterprise service delivery. | Cloud Help Desk is a hosted IT ticketing service for logging, assigning, prioritizing and resolving internal support requests. |
| Workflow automation | No-code workflows, orchestration and machine learning automate approvals, requests and incident resolution. | Ticket rules can route requests automatically using fields, status changes, time conditions, categories and priorities. |
Plans
Freshservice
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- EnterprisePriced on request
Spiceworks Cloud Help Desk
- CoreFree
- Core PlanFree
- Premium Plan - annual$5 a month
- Premium$6 a month
- Premium Plan - monthly$6 a month
In their own words
Freshservice
Freshservice is an IT management service for employee service and IT operations. Its service desk covers incident, change and problem management, service catalogs, knowledge management and SLA policies. IT asset management includes asset lifecycle management, discovery across on-premises, cloud and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira and Azure AD. Freshservice offers web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are listed across the four plans. Annual billing starts at $19 a month, and a 14-day trial is offered without a credit card.
Spiceworks Cloud Help Desk
Spiceworks Cloud Help Desk has no write-up on Specifiction yet; its figures are above.