# Compare Spiceworks Cloud Help Desk vs Freshservice 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Freshservice and Spiceworks Cloud Help Desk based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/102709-132997/Spiceworks-IT-Help-Desk-vs-Freshservice

---

# Freshservice vs Spiceworks Cloud Help Desk Features and Cost Comparison

Last updated May 12th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

FreshserviceSpiceworks Cloud Help Desk2/4 selected

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (703)](https://www.capterra.com/p/132997/Freshservice/reviews/)

[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.4 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

[## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (703)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting Price

$19.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.6

Customer Service

4.6

Reviews Sentiment

Based on [704 reviews](#user-reviews)

Positive

665

Neutral

30

Negative

9

[## Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.4 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

Starting Price

$6.00/month

Value-for-Money

4.6

Functionality

4.2

Ease of Use

4.3

Customer Service

4.2

Reviews Sentiment

Based on [584 reviews](#user-reviews)

Positive

520

Neutral

46

Negative

18

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## Summary

* * *

Key features rated by users

Features selected based on 4,217 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

69%Fit

Not enough reviews

Feature ratings

Ticket Management

4.7

Real-Time Notifications

4.6

Third-Party Integrations

3.7

Customizable Fields

4.0

Performance Metrics

\--

\--%Fit

Missing features

Feature ratings

Ticket Management

4.4

Real-Time Notifications

NA

Third-Party Integrations

NA

Customizable Fields

NA

Performance Metrics

4.5

User satisfaction

User satisfaction

4.5

User reviews[703](https://www.capterra.com/p/132997/Freshservice/reviews/)

Ease of use

4.6

Functionality

4.3

Value for money

4.4

Customer support

4.6

User satisfaction

4.4

User reviews[584](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

Ease of use

4.3

Functionality

4.2

Value for money

4.6

Customer support

4.2

Price starts from

Price starts from

$19Per User, Per Month

-   Free version
-   Free trial

Price starts from

$6Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform.

Best for

IT pros! There's nothing better than making our IT profesional's lives easier. No matter if you're a CTO, IT manager, IT support specialist, or sysadmin - Spiceworks has something for you.

## User reviews

Pros & cons

NO

Nathalie O.

Scrum Master IT

> "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

AC

Ariel C.

Technical Support Analyst

> "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443)

Praphul Kumar P.

Tech lead sr System Admin

> "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

DV

David V.

Customer Supoort Manager

> "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459)

LB

Lucas B.

IT Service Desk Analyst

> "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

LB

Lucas B.

IT Service Desk Analyst

> "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

BC

Brendan C.

Senior Solutions Engineer

> "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567)

MD

Mark D.

Director of Operations

> "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. "

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783)

CT

Cameron T.

IT Service Desk Analyst

> "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep track..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565)

CY

Chandresh Y.

AVP-IT

> "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478)

SD

Stefan D.

Senior System Analyst

> "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427)

JC

Josh C.

Help Desk and System Admin

> "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621)

DF

Dominique F.

Systems Administrator

> "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

BM

Bruno M.

VP IT

> "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

KG

Kevan G.

Software enginner

> "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531)

DF

Deste F.

IT HelpDesk

> "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021)

SS

Shubham S.

Sr. Network Engineer

> "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set,..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852)

LS

Lumo S.

Systems Analyst

> "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779)

RM

Rakesh M.

Senior IT Infra Executive

> "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673)

MS

Matt S.

Systems Administrator

> "The lack of customizability for certain things, such as templates."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559)

TZ

Tarik Z.

IT

> "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927)

JC

Johnny C.

Support Engineer

> "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568)

AC

Ajay C.

EUS Engineer

> "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029)

MO

Mark O.

Head of Managed Services

> "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

TE

Trajkovi E.

Principal Analyst

> "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803)

TG

Taylor G.

Head of Product

> "New accounts can easily get locked if API usage is high."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052)

MB

Maki B.

Local HR

> "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028)

BF

Brandon F.

Service Desk Supervisor

> "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159)

ARS

Abdul Rehman S.

Director Information Technology - Service Delivery and Engineering

> "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062)

CK

Chris K.

Senior Director Global Ops and Support

> "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527)

MM

Mahesh M.

IT Security Engineer

> "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394)

JS

Jeremy S.

IT Project Manager

> "Some bugs that cause annoying alerts to be generated."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

AB

Aimé B.

Skol Brewery Limited

> "Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7103029)

BM

Bruno M.

VP IT

> "I am unable to get a support person when having a question or needing help configuring."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

BC

Brayden C.

IT

> "Freshservice has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113396)

SB

Shivraj B.

IT MANAGER

> "Agent responses are not coming while exporting the tickets."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

NO

Nathalie O.

Scrum Master IT

> "For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

MO

Mark O.

Head of Managed Services

> "The available licensing is not as flexible as other tools."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

MS

Mike S.

Sr. Application Analyst

> "Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life cycle"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082166)

JB

Joe B.

Desktop Support Engineer

> "Unfortunately, due to this, I haven't been able to get my managers to purchase it."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

Praphul Kumar P.

Tech lead sr System Admin

> "Task and workflow management are strong, allowing me to streamline processes across different teams effectively."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

EJ

Elvin J.

IT Manager

> "Category set up is always a tedious task, but not due to Freshservice."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661)

AM

Akil M.

Asst. Manager

> "The platform makes it easier to manage workloads, track issues, and ensure accountability across the team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7119075)

JF

Javier F.

Partners Responsible

> "Reporting features could be more robust, and it lacks some advanced customization options."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6508286)

DF

Dominique F.

Systems Administrator

> "Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

NB

Norman B.

Director Technology Strategy at TELUS

> "For small teams, some options may feel too advanced and are not always used."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7014939)

FA

Frank A.

Digital Services Manager

> "The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082306)

JB

Joe B.

Desktop Support Engineer

> "Sometimes I don't want to contact support..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

KG

Kevan G.

Software enginner

> "The ticket management system is highly efficient, with automation features that reduce manual effort and improve response times."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531)

PM

Phillip M.

ICT Support Officer

> "The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___5013674)

CC

Christian C.

IT Specialist

> "On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086042)

MLL

Mei Leng L.

Business Analyst

> "The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4985992)

DF

Dominique F.

Systems Administrator

> "It has improved accountability, response tracking, and overall service delivery within our IT department."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

GP

Gabriel P.

It service manager

> "After being a client for years they are not open to negotiating license costs."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6839838)

DF

Deste F.

IT HelpDesk

> "Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021)

TW

Tim W.

IT

> "Not good for inventory management, missing some features"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6622023)

JYM

Jean-Yves M.

IT Manager

> "Freshservice is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources, Maintenance..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7085074)

BD

Benjamin D.

Integration lead

> "Lack of integration with some of our other applications."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500)

Anida P.

Graphic designer

> "The interface is intuitive, which helps streamline my daily workflow as a graphic designer."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115614)

JTP

Joria Tolitz P.

IT Service Desk Administrator

> "We could not create a custom place holder that we can use on canned responses, workflow, etc."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4979836)

JM

Jorge M.

IT COORDINATOR

> "It has clearly improved how support requests are handled and has made IT service management more structured and efficient."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079561)

KS

Karthic S.

IT Officer

> "account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4993763)

NO

Nathalie O.

Scrum Master IT

> "Freshservice stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

SO

Seun O.

Snr System Analyst & Integrator

> "the inability to register certificates and certain operational activity"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4980044)

TR

Tushar R.

Support Team Lead

> "Features like SLA tracking and automation reduce follow-ups and help the team stay aligned."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121185)

NG

Navaneeth G.

Associate Manager - IT

> "The customization options can be a bit overwhelming, especially for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4973777)

KB

Kenny B.

VP, IT

> "We can now better manage problems, requests, inventory, and change management which were tough initially."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111452)

SA

Samuel A.

Software

> "Steep initial setup, complex rules management, and occasional performance hiccups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4825510)

JS

Jeremy S.

IT Project Manager

> "Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

MK

Micah K.

network administrator apprentice

> "mobile app doesn't have the same versatility the web version has, should be updated more frequently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4873004)

SB

Shivraj B.

IT MANAGER

> "I’ve made many customizations based on our business requirements, which have been very beneficial for our company."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

Sarah H.

System Administrator

> "I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3586871)

SD

Stefan D.

Senior IT Tehnician

> "It streamlined support workflows, improved response times, and made daily IT operations much easier to manage."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115901)

RP

Ron P.

Systems Administrator

> "The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3865912)

NE

Niels E.

IT Coordinator

> "The tool fits the needs of our organization, and allows our IT department to work efficiently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7097203)

YH

Youssef H.

disagner

> "I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4573432)

AL

Alexander L.

Senior Systems Administrator

> "Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649)

GC

Geoff C.

Director of Information Services

> "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151)

RM

Rakesh M.

Sr IT Infra Executive

> "It has significantly improved our service desk efficiency, asset management, and response times."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7139089)

VR

Verified Reviewer

Solutions Architect

> "It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4723638)

[View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/)

GM

Gannon M.

IT Infrastructure Engineer

> "I also appreciate the feature that lets end users submit their own tickets via a dedicated email address, which streamlines the..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

GM

Gannon M.

IT Infrastructure Engineer

> "Additionally, the ticket search functionality could use improvement, it's difficult to locate closed tickets, and there's no easy..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

DA

Donna A.

IT Systems Manager

> "I like the ability to customize ticket categories and the the fact that the system is rarely down for bugs and issues."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7050766)

MU

Mariana U.

HR Recruiter

> "One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7099415)

MUM

Michael Uber M.

IT Specialist

> "The Help Desk has been a lifesaver because when I am out on campus I get hit with a lot more requests than I could ever remember,..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008749)

JS

John S.

IT System Administrator

> "Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7097880)

SS

Simon S.

Director of Technology

> "It helps organize my daily support tickets as well as created a hub of issues that need to be attended to."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008721)

SS

Simon S.

Director of Technology

> "It is sometimes difficult to assign tickets to fellow co-workers as well as access tickets on the mobile device."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008721)

GM

Gannon M.

IT Infrastructure Engineer

> "It delivers great value without compromising core functionality, and it's helped enhance our help desk operations for employees...."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

SM

Steven M.

IT Manager

> "They used the drug dealer's approach... Get us addicted, then jack up the price!"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7101688)

JRJ

Jerren Randle J.

Payroll Clerk

> "Our team is able to re-access any closed tickets if research is required."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7085587)

SM

Steven M.

IT Manager

> "Still bitter about the 'Free Forever' initial sales pitch."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7101688)

DA

Donna A.

IT Systems Manager

> "Spiceworks Cloud Help Desk was one of the first systems I set up from scratch, and the setup was so user-friendly that it did not..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7050766)

VR

Verified Reviewer

Director of Family Ministries

> "With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3827215)

NY

Naz Y.

Technology Integration and Support Specialist

> "Overall it makes my life easier, I can easily follow the issues happening in our campus, bugs happen but I don't complain."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7090348)

MT

Marek T.

CEO

> "At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4792944)

JB

Jim B.

IT Manager

> "Our users can submit tickets quickly, track progress, and get updates."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7027457)

VR

Verified Reviewer

Director of Family Ministries

> "Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of the..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3827215)

JF

Juan F.

CIO

> "My team and I have experience with paid products, and for the purpose of tracking helpdesk tickets, Spiceworks has always kept up..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008664)

VR

Verified Reviewer

Ceo

> "Its free version contains alot of ads which I find annoying sometimes when I'm working."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___5033026)

Justin G.

Engineeer

> "Spiceworks Cloud Helpdesk is a solid free offering for tickets, contracts, and managing assets."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6652336)

SM

Simon M.

Digital Services Partner

> "Advanced features are limited, as is reporting capability."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___5026875)

MN

Madhuri N.

Doctor

> "Spiceworks saved alot time by its unique features."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7053417)

CC

Chris C.

Executive Shareholder

> "Customers do not get regular updates summarising their open tickets and monthly closed tickets."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4174883)

MU

Michelle U.

Software Engineer

> "Now it helps both of us stay on track and fix those little things I never had time to."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7026415)

AB

Arnissa B.

Director Of Information Technology

> "You don't have an option to put a ticket on hold or a waiting-for-response option. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3993945)

FA

Fabruzio A.

Technician

> "Customers can open and update their tickets via email or via web interface in a fast and easy way."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6302025)

KN

Keith N.

IT Operations Manager

> "Tickets taking a while to arrive, and network monitoring can be hit and miss"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3966712)

JF

James F.

Management of Communications and Information Technology

> "Since transitioning from Zendesk last year, we've been using the Spiceworks Help Desk, and it's been a great asset in helping us..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6571935)

AB

Arnissa B.

Director Of Information Technology

> "You don't have options to view another tech's tickets without looking at all the tickets. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3993945)

DA

Donna A.

IT Systems Manager

> "We have used this system for multiple years now and the ongoing improvements have grown with us."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7050766)

JB

Jason B.

Network Administrator

> "The gui is a bit outdated and can run a bit sluggish. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4373863)

CP

Chad P.

Director of Technology

> "It helps us to be efficient and support our end-users."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7018421)

AK

Alex K.

IT Support Specialist

> "The user interface looks a little dated, but it doesn't really bother me."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3838445)

JS

John S.

IT System Administrator

> "Free and easy to use, fits our needs for SMB perfectly!"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7097880)

VR

Verified Reviewer

Director of Family Ministries

> "Two features of Spiceworks stand out as the least polished and most frustrating."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3827215)

MUM

Michael Uber M.

IT Specialist

> "The reporting was instantly available with all the metrics management wanted. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008749)

SD

Sergio D.

Digital Facilitator

> "There's almost no automation (really basic), and you cannot manage different queues to route tickets to."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2875322)

SA

Sara A.

Engineer

> "Spiceworks Cloud Help Desk is a really good choice if you need to manage tickets and need an efficient system."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6324950)

CM

Clint M.

Desktop Support Analyst

> "I liked it, but my boss didn't like the tracking and reporting end of it"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3032355)

NY

Naz Y.

Technology Integration and Support Specialist

> "It is my first ticketing system experience and I can say that it was easy to learn, it took me only a day to figure out everything."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7090348)

JR

Jeffrey R.

VoIP Operations Manager

> "I hate that it is so difficult to be able to get our clients to use the site. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3510727)

JB

Jim B.

IT Manager

> "We are a small IT team that supports a few hundred users."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7027457)

BM

Ben M.

Network & IT Systems Manager

> "Been used within the IT department for years and hard to justify paying for an alternate when this meets needs. But if you are..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2367675)

MUM

Michael Uber M.

IT Specialist

> "Finding a tool that works so well for the school for no cost was a huge bonus. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008749)

LH

Liz H.

Director of Volunteer and Community Engagement

> "The aesthetic of the program is a bit dated and clunky, but nothing that effects is usage in my opinion."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2687788)

FA

Fabruzio A.

Technician

> "The interface is clean and you immediately know how it works (so, even a newbie can be operational really soon)."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6302025)

MPR

Merryl Princess R.

Executive Assistant

> "I don't know enough about the back end usage of Spiceworks, but as an employee using it I would say it has limited functions."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#GetApp___2504157)

AG

Alex G.

Systems Engineer

> "It offers a free service which is very usable, and an excellent place for any business to start if they current do not have a..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4850151)

MR

Matt R.

Support and Operations

> "Sometimes the software feels a little open source and it isn't always easy to navigate certain things."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2431288)

JB

Jim B.

IT Manager

> "The help desk system is intuitive and efficient."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7027457)

PLF

Pierre Louis F.

IT manager

> "It is not easy to setup, you have to read a lot of tutorials, also you must have a dedicated email address to setup it."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2694954)

SA

Sara A.

Engineer

> "The interface is quite simple and you will learn fast how to use and manage the tickets."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6324950)

VA

Victor A.

IT Manager

> "Integration with our ERP is an issue we can't seem to solve so we gave up on it."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2480279)

GM

Gannon M.

IT Infrastructure Engineer

> "Overall, Spiceworks Cloud Help Desk has been a very solid experience, especially considering it's a free solution."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

VR

Verified Reviewer

Systems Admin

> "Had some trouble tracking tickets"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2418299)

[View Reviews](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

## User interface

4.54 (703)

[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)

4.35 (584)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

Freshservice

Top features

31/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/132997/Freshservice/#features)

Spiceworks Cloud Help Desk

14/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#features)

### Recognition

Freshservice is recognized as a top-rated tool in 4 Capterra Shortlist reports

Spiceworks Cloud Help Desk is recognized as a top-rated tool in 3 Capterra Shortlist reports

Best Value Help DeskSoftware (2026) 

### Deployment & support

Freshservice

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Spiceworks Cloud Help Desk

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Freshservice

-   By Freshworks
-   Located in United States
-   Founded in 2011

Spiceworks Cloud Help Desk

-   By Ziff Davis
-   Located in Ireland
-   Founded in

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