If you are searching for reasonably priced yet efficient help desk solutions, you have arrived at the right place – Freshdesk and Spiceworks are two potential helpdesk applications. Spiceworks is a completely free helpdesk solution, where Freshdesk is a feature-rich application which is budget-friendly.
Let us explore about crucial factors that contribute to buying
Intended users – Freshdesk vs. Spiceworks
Freshdesk is loaded with all the features to give a thrust your business pursuits, both small-medium businesses and large enterprises can go for this solution. If you are interested in an
However, if your requirements are
If you are not willing to loosen up your wallet and would love to bring basic helpdesk features, Spiceworks is a good option to look for. It also supports asset management, request management and change management features.
Pricing – Freshdesk vs. Spiceworks
Freshdesk renders free 30-day trial to users, which means you have ample time to decide whether to go with this feature-rich help desk solution or not.
In order to cater to different user groups, Freshdesk helpdesk solution is available in 5 price
USP of Spiceworks is that it is free of cost and there is no admin limit or ticket limit also. In order to beef up your customer care solutions, Spiceworks is available as both cloud-based and on-premises application.
There is no fees for hosting, storage or incorporating additional locations. Pricing details prove that if you are low on budget or frugal-minded Spiceworks is the way out.
Ticket Management – Freshdesk vs. Spiceworks
When it comes to ticket management, none could match Freshdesk’s exclusive range of options – features like smart suggestions, ticket merging and in-ticket contextual information makes it the most sought-after help desk solution.
Agent collision detection is an innovative feature that gives you an insight about who else is working on the ticket. Shared inbox feature is envisaged to help your group to work together and fix the issues in no time. The entire ticket management process is so simple and Tickets can be classified and prioritized as well.
Spiceworks also offers good ticket management solution and extends the service through e-mail, user portal or Admin UI. Features like adding private comments, custom fields etc. makes it a worthy help desk solution.
It also offers the flexibility to incorporate replies and attachments in the same ticket window. However, Spiceworks offers hair below average services in ticket management and Freshdesk gets a clear edge over Spiceworks.
Customization and interface – Freshdesk vs. Spiceworks
Freshdesk is also embedded with admirable customization and interface features which is sure to entice the customers.
Freshdesk Arcade proves to be a great asset to the customization feature and it helps to inculcate a competitive spirit among your employees to earn points for work done well.
Spiceworks offers good customization features and offers as high as 150 third-party apps to incorporate new attributes. Other features worth mentioning are customizable permissions and team productivity metrics.
However, Spiceworks does not offer an all-inclusive customization feature compared to Freshdesk.
Self-service features – Freshdesk vs. Spiceworks
With FreshDesk, you need
Online support portal which extends its service 24/7 is another highlight of this helpdesk solution. Chat conversations
It also has an exhaustive knowledge base support which includes forums, instructional videos, live chat, email etc. It also features useful suggestions when users generate a ticket.
Spiceworks is well furnished with an elegant knowledge base software and helps to get
It also offers the flexibility to bookmark how-to documents which could be used for reference at a later point of time. You could also auto-append the Knowledge Bases in your ticket response for easy resolution of the ticket.
Reporting – Freshdesk vs. Spiceworks
Freshdesk has cherished its way into people with wide range of reporting capabilities like Summary reports, At a Glance reports, Comparison Reports and Top-N analysis reports. It is crammed with 16 different report tracking parameters which adds to its usability.
It is cladded with desirable features like Ticket response and resolve time, load analysis, top agent performance etc. Satisfaction surveys makes it a complete package which enables to understand about user satisfaction and to assess team performance.
Spiceworks takes reporting to a new stratum and offers flexible reporting capabilities. User could also send reports to seniors with details like time spent on a specific work.
- Efficient ticket management and reporting features
- Supports ITIL
- Superior Customization and user interface features
- Lack of asset management feature
- Does not help in change or problem management
- Free helpdesk solution
- Supports asset management, request management and change management features
- Poor ticket management and customization features