Spiceworks and Freshdesk compete in the inventory and helpdesk software market. Freshdesk seems to have the upper hand due to its comprehensive integration capabilities and support for multiple communication channels, although at a higher price than Spiceworks, which is free.
Features: Spiceworks offers a free inventory and helpdesk tool with network and device inventory scans, basic time and cost tracking, and a ticketing system. Freshdesk, by contrast, has polished integration capabilities, support for multiple communication channels, and customizable reporting that enhance its ticket automation systems.
Room for Improvement: Spiceworks faces criticism for its dated interface and limited scalability and integration features in large environments. Freshdesk's areas for improvement include additional costs for full integration with social media and certain lacking automation flows. Enhancements could make it more user-friendly for non-technical users.
Ease of Deployment and Customer Service: Spiceworks operates on-premises, facing scaling issues in larger environments but benefits from strong community-driven support. Freshdesk is cloud-based, offering quicker deployment and scalability, although some users report limitations with its support system.
Pricing and ROI: Spiceworks provides an excellent ROI as a completely free solution, ideal for SMBs not requiring extensive IT service management tools. Freshdesk, requiring a subscription, justifies its higher costs with extensive feature sets and integration capabilities, appealing to organizations needing robust functionalities.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
The first-time response should be within 30 seconds.
From my experience, once it is set up, we have never had problems.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
Additionally, it is free software.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 3.2% |
| Spiceworks | 1.6% |
| Other | 95.2% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 14 |
| Large Enterprise | 10 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
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