Freshdesk vs SpiceWorks
Last updated: February 27, 2020
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.
Spiceworks bundles network monitoring, helpdesk, UPS power management, PC inventory tools, an online community, and much more. All in one spot. All for free.
Freshdesk vs SpiceWorks in our news:
2020 - Freshworks acquires AnsweriQ
Customer engagement platform Freshworks has acquired AnsweriQ, a startup that provides AI tools for self-service solutions and agent-assisted use cases where the ultimate goal is to quickly provide customers with answers and make agents more efficient. AnsweriQ, which has customers that use Freshworks and competing products, will continue to operate its existing products for the time being. Over time, Freshworks, of course, hopes to convert many of these users into Freshworks users as well. The company also plans to integrate AnsweriQ’s technology into its Freddy AI engine.
2019 - Freshworks raises $150M Series H on $3.5B valuation
Freshworks, a company that makes SaaS helpdesk and CRM software, announced a $150 million Series H investment on a hefty $3.5 billion valuation. The company also announced today a new unified data platform called the “Customer-for-Life Cloud” that runs across all of its tools. It covers marketing, sales, support and customer success — all of the aspects of a customer across the entire life cycle journey and brings them to a common data model where a business that is using Freshworks can see the entire life cycle of the customer. Freshworks, which launched in 2010, has almost 2,500 employees, a number that’s sure to go up with this new investment. It has 250,000 customers worldwide, including almost 40,000 paying customers. These including Bridgestone Tires, Honda, Hugo Boss, Toshiba and Cisco.
2017 - Freshdesk acquires chatbot startup Joe Hukum
Help desk service Freshdesk has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. Joe Hukum, formerly known as Speedy, was originally focused more on building its own personal assistant / concierge app to help people order goods and services before pivoting to present the service as a platform for building bots for other businesses. Joe Hukum’s knowledge tree coding has been built to automates sales, service and support workflows, and so the team from the startup will be building bots on top of existing Freshworks products to help it stand out over Zendesk. The deal underscores the continuing interest in chatbots that we’re seeing from the world of customer support: companies are looking for more efficient and less expensive ways to provide basic information and help to their customers, and many have their sights set on chatbots as a viable solution, notwithstanding that a lot of what is being built right now still in its very early stages.
2017 - Freshdesk acquired data integration startup Pipemonk to stand out over JIRA
Freskdesk has acquired Banglaore-based startup Pipemonk that helps companies move data between cloud applications such as CRM, eCommerce, marketing and help desk services. The latter is particularly important to Freshdesk, whose primary products include customer service and help desk offerings. Pipemonk gives Freshdesk more than simply a generic way to automate the flow of data between services. It will have practical application in-house, helping pull together the half dozen services, Freshdesk has acquired in a mini shopping binge over the last 16 months.
2016 - Customer service app Freshdesk scores $55 million to stand out over SpiceWorks
Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that. While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal.
2014 - TeamViewer integrated with Spiceworks to win over OTRS
Remote support tool TeamViewer is now integrated with IT Help Desk service combined with IT community Spiceworks. From now users (support agents) are able to create and join support sessions directly from the Spiceworks help desk. Customers can connect with a simple click. An overview of current Spiceworks sessions is available in the TeamViewer Management Console and TeamViewer client. Connection reports are added to the corresponding ticket. Spiceworks is used by more than 5 million IT professionals to connect with one another, manage technology environments and learn about the latest technology products and services.
2012 - Freshdesk gamifies Customer Service to keep up competition with Desk.com
Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service. Here is this story.
2010 - SpiceWorks combines Service Desk, online-community and Marketplace to defeate ManageEngine ServiceDesk
SpiceWorks - is an IT infrastructure management system for small businesses. It's currently being used by over 1,000,000 IT professionals. And one of the main reasons is that it's. The freemium model is absolutely fair as the advertising banner is displayed in the software web interface. But the most interesting thing about SpiceWorks - is an in-built community for IT professionals, which allows admins to solve many problems with the help of crowdsourcing. The community includes forum where you can ask for advice, groups for communication or collaboration, wiki with useful how-to articles and ratings of hardware and software with reviews. And, of course, this community is an excellent environment for running Marketplace, where IT vendors can promote their products (post special offers, news, articles) and communicate with their target audiences - IT professionals.
Although SpiceWorks requires software installation it works in a browser (it contains an in-built web server). The system is able to scan the local network and monitor the work of devices and software in it. If something happens, the system notifies the admin by email, Twitter or mobile client alert. Although SpiceWorks works only on Windows, it can monitor Mac / Linux computers in the network.
Of course, SpiceWorks contains Service desk to manage IT assets and control user requests. The system allows you to set ticket handling rules, assign ticket owner and collaborate on tickets. Users can add requests by email or on the User Portal.