Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.7 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
Spoke
Score 9.0 out of 10
N/A
Spoke, headquartered in San Francisco, offers their ticketing and request management app designed to support IT help desks, HR, or management with handling employee requests and assistance needs.N/A
Pricing
FreshserviceSpoke
Editions & Modules
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
No answers on this topic
Offerings
Pricing Offerings
FreshserviceSpoke
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshserviceSpoke
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshserviceSpoke
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
112 Ratings
1% above category average
Spoke
8.4
4 Ratings
3% above category average
Organize and prioritize service tickets9.0112 Ratings7.34 Ratings
Expert directory7.578 Ratings8.32 Ratings
Service restoration7.063 Ratings10.01 Ratings
Self-service tools8.4102 Ratings8.63 Ratings
Subscription-based notifications8.581 Ratings8.43 Ratings
ITSM collaboration and documentation8.693 Ratings8.23 Ratings
ITSM reports and dashboards8.397 Ratings8.02 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
90 Ratings
6% below category average
Spoke
9.0
1 Ratings
9% above category average
Configuration mangement8.483 Ratings9.01 Ratings
Asset management dashboard7.988 Ratings00 Ratings
Policy and contract enforcement6.762 Ratings9.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.2
84 Ratings
2% below category average
Spoke
8.3
3 Ratings
1% below category average
Change requests repository8.478 Ratings8.63 Ratings
Change calendar7.964 Ratings8.32 Ratings
Service-level management8.278 Ratings8.02 Ratings
Best Alternatives
FreshserviceSpoke
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceSpoke
Likelihood to Recommend
9.0
(113 ratings)
8.4
(4 ratings)
Likelihood to Renew
9.1
(2 ratings)
-
(0 ratings)
Usability
9.1
(6 ratings)
-
(0 ratings)
Support Rating
8.4
(77 ratings)
8.0
(1 ratings)
Implementation Rating
9.1
(2 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
User Testimonials
FreshserviceSpoke
Likelihood to Recommend
Freshworks Inc
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
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Spoke
Spoke is well suited to ingesting the myriad questions and requests I get throughout my workday. If I receive requests directly, they make it easy to change those requests into tickets, which helps my team track and demonstrate the work that we do. Spoke is also great for auto-answering common issues and questions. It only takes three of the same general question for it to start recognizing and offering the answer from our KB. Spoke has also been a great partner in helping our team be more efficient and more effective, something we never got with our old provider. I can’t emphasize enough that Spoke is NOT for external-facing helpdesks. It’s just not. It works best for teams that are supporting their own colleagues. I would also say that, at the moment, it doesn’t scale well past a few hundred users. They’re implementing features this year that will be more helpful for that sort of thing. But it does work great for remote support!
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Pros
Freshworks Inc
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
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Spoke
  • Routes questions to the right team or person via Slack, email or text
  • Obtain status updates on current job requests
  • Allows IT to follow up more efficiently on the job requests from employees
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Cons
Freshworks Inc
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
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Spoke
  • Newer company, a lot of features on the road map that aren't yet available.
  • A few bugs with the Slack integration.
  • Filtering/searching tickets is not intuitive.
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Likelihood to Renew
Freshworks Inc
It's overall value in our organization is extremely high and it has become an essential part of our business.
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Spoke
No answers on this topic
Usability
Freshworks Inc
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
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Spoke
No answers on this topic
Support Rating
Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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Spoke
Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide
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Implementation Rating
Freshworks Inc
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Spoke
No answers on this topic
Alternatives Considered
Freshworks Inc
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
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Spoke
Spoke is just... easier. Easier to set up and easier to use, for both admins and users. We already have asset management and didn’t necessarily need our ticketing system to be directly connected to it. We wanted a product that was friendly to use, not crazy expensive, and didn’t require us to purchase an implementation package and/or a multi-day training package to roll-out. It’s not rocket science!
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Return on Investment
Freshworks Inc
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
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Spoke
  • Spoke has been very cost efficient, more than paying for itself in gained productivity hours.
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ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management