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Help Scout vs Spiceworks IT Help Desk: 2025 Ultimate Comparison Guide

Comparison Summary

This comparison report of Help Scout vs. Spiceworks IT Help Desk is based on a specific set of business needs and context. The comparison uses 8724 Cuspera insights based on peer reviews, case studies, testimonials, and expert opinions across 50+ sources.

Introducing Help Scout and Spiceworks IT Help Desk

Help Scout, Spiceworks IT Help Desk, Freshservice, Kayako, etc., belong to a category of solutions that help Help Desk. Different products excel in different areas, so the best platform for your business will depend on your specific needs and requirements.

Help Scout covers Helpdesk Management, Engagement Management with E-Mail, Workflow Management, Knowledge Management with Chat, etc.

Spiceworks IT Help Desk focuses on Helpdesk Management, Knowledge Management, Communication Management with E-Mail, Sales Document Management with User Generated Content, etc.

"The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need them " - Chandler Perog

"Spiceworks is the best ticketing system I have ever worked with. We have been using the On-prem solution for a few years now. It has some flaws sure but the features you really need are there. Also you can't beat the price point and support. " - Adam Griggs

Unsure which of these solutions is right for you? Our Cuspera AI engine can compare them based on your needs and specific to your industry and context. Get your personalized report today.


logo Help Scout

Focus area

Help Scout is better than Spiceworks IT Help Desk for

Software Failure Risk

  • medium

logo Spiceworks IT Help Desk

Focus area

Spiceworks IT Help Desk is better than Help Scout for

Software Failure Risk

  • medium

About

Help Scout | Simple Customer Service Software and Education

Cloud Help desk software for IT

Financials

SERIES B

Business Need

Total Processes
(we found evidences for)

71

52

Total Goals
(we found evidences for)

8

8

Top Processes

Evidences indicate better relative satisfaction



workflow management


engagement management

engaging and following up


knowledge management

creating knowledge base


communication management

sending & publishing communications

tracking & monitoring communications



training & onboarding


customer feedback management

measuring customer satisfaction

measuring net promoter score


sales document management

contract management

proposal & quote management


contact list management


rating and review management


revenue cycle management


social media management

social media analytics

scheduling post to social media



competitive intelligence


content management


campaign management

campaign monitoring


conversion management


lifetime value management


products & pricelist management



relationship management


customer case management


community building



business development


sales call management


generation of new leads


category management


sales review & feedback


Scheduling & dispatching




license management





billing and invoice management


Top Goals

Goals Achieved

  • Acquire customers

  • Enhance customer relationships

  • Improve internal communications

  • Improve ROI

  • Scale best practices

  • Establish thought leadership

  • Launch new products

  • Improve consistency

  • See 5 more
  • Acquire customers

  • Enhance customer relationships

  • Improve internal communications

  • Establish thought leadership

  • Scale best practices

  • Improve efficiency

  • Improve ROI

  • See 4 more

Top Channels

Channels Used

  • e-mail

  • phone calls

  • user generated content

  • blogs

  • website

  • offline

  • social media

  • on premises

  • point of sale

  • mobile

  • display advertisement

  • mobile app

  • See 9 more
  • e-mail

  • phone calls

  • user generated content

  • blogs

  • website

  • offline

  • social media

  • on premises

  • point of sale

  • mobile

  • display advertisement

  • mobile app

  • See 9 more

Failure Risk Guidance Security Report?

Low Medium High
Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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medium

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Migration Risk

medium

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medium

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Business Setting