Small business=heldSince September 2026: 6% → 6%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
6%from 6% in September 2026
Inside the floor by 11 pointsRank 6 → 5 of 57
Spiceworks · 3 categories · RankedSpiceworks Cloud Help Desk
34Judge labels
9First choices
5Negative labels
13 / 14Models named it
3Categories
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10.8, every buyer segment counted.
Best standing
7% in ITSM for mid-market buyers
Rank 4 of 69 in the mid-market standingaccepted challenger
0 of 14 models made it the first choice on the direct prompt; 10% of its 10 labels there were negative.
What the models named instead of Spiceworks Cloud Help Desk →By buyer segmentRead the same way at every buyer size.
Small business5 of 59
5%21 labels
accepted challenger
Mid-market4 of 69
7%10 labels
accepted challenger
Enterprise37 of 51
0%1 label
under the label threshold
In itsm · each standing computed within its segment · bars are 0 to 100 · the accent bar is the product's own best reading
Standing by category
Every category where a model named Spiceworks Cloud Help Desk for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.
| Category | Function | Share | Rank | Negative rate | Labels | Quadrant | Since September 2026 |
|---|---|---|---|---|---|---|---|
| IT service management | IT operations and endpoint | 7% | 4 of 69 | 10% | 10 | accepted challenger | ▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| AI IT support agents | IT operations and endpoint | 2% | 28 of 121 | 0% | 1 | under 10 labels · led by Freshservice with Freddy AI at 11% | |
| Incident management and on-call | IT operations and endpoint | 2% | 14 of 65 | 0% | 1 | under 10 labels · led by incident.io at 32% | newNew since September 2026: not ranked then, 2% now. |
Movement
Since September 2026, Spiceworks Cloud Help Desk held within the floor in all three categories: no change cleared 11 points.
Best category · ITSM · by segment
Mid-market▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
8%from 6% in September 2026
Inside the floor by 9 pointsRank 4 of 56, unchanged
Enterprise=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
0%from 0% in September 2026
Inside the floor by 11 pointsRank 24 → 30 of 45
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| AI IT agents | 0% | 2% | newNew since September 2026: not ranked then, 2% now. | New this edition | Rank 28 of 121, unchanged |
| Incidents | 0% | 2% | newNew since September 2026: not ranked then, 2% now. | New this edition | Rank 14 of 65, unchanged |
| ITSM | 6% | 8% | ▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 4 of 69, unchanged |
Shares here are read over the models both editions asked, so they can differ by a point or two from the standing above, which counts every model in this edition.
The floor is 11 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one is noise, and both are shown. Movement is read over the twelve models both editions asked; GPT-6 Luna, Muse Glimmer 30B joined this edition and are in the standing but not yet in the comparison. How the floor is measured · The editions
By model
How each model treated Spiceworks Cloud Help Desk across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.ShowHide
By model
How each model treated Spiceworks Cloud Help Desk across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.
ShowHide| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 0 | 1 | 0 | 0 | 1 |
| GPT-5.4 mini | 1 | 0 | 0 | 0 | 1 |
| Gemini 3.5 Flash | 0 | 1 | 0 | 0 | 1 |
| Perplexity Sonar | 1 | 0 | 0 | 0 | 1 |
| Grok 4.20 | 2 | 0 | 0 | 0 | 2 |
| Mistral Small | 0 | 0 | 0 | 0 | 0 |
| DeepSeek V4 Flash | 0 | 0 | 0 | 1 | 1 |
| Llama 4 Maverick | 0 | 1 | 0 | 0 | 1 |
| Qwen 3.7 Flash | 0 | 0 | 0 | 0 | 0 |
| Kimi K2 | 0 | 0 | 0 | 0 | 0 |
| GLM 4.7 FlashX | 2 | 0 | 0 | 0 | 2 |
| MiniMax M2.5 | 0 | 0 | 1 | 0 | 1 |
| GPT-6 Luna | 0 | 0 | 0 | 0 | 0 |
| Muse Glimmer 30B | 0 | 0 | 1 | 0 | 1 |
By framing
Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.
FramingLabels by classFirst choices
Direct0 labelsNone
Paraphrase1 labelNone
Comparative7 labelsNone
Budget-constrained18 labels9
Scale-constrained3 labelsNone
Negative5 labelsNone
First choiceAlternativeMentionNegative34 labels in all, every segment counted; 9 of the 9 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.
What the models said for it
Verbatim evidence the judge attached to positive labels.
“Overall best starter: Spiceworks—it's the most straightforward zero-barrier entry for limited budgets” Grok 4.20 · ITSM · budget prompt · first choice
“Spiceworks Cloud Help Desk stands out as the best starting option for an AI agent in IT support” Grok 4.20 · AI IT agents · budget prompt · first choice
“Spiceworks Cloud Help Desk if you want the lowest-cost entry point” Perplexity Sonar · ITSM · budget prompt · first choice
“Very tight budget / small team: Spiceworks Cloud Help Desk” GPT-5.4 mini · ITSM · budget prompt · first choice
And against it
Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.
“Fine for tiny teams, but no SSO, limited user provisioning, and scaling issues—avoid if you have compliance needs.” DeepSeek V4 Flash · ITSM · negative prompt · soft negative
Named alongside
The products named in the same answers as Spiceworks Cloud Help Desk, over the 34 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Spiceworks Cloud Help Desk was named but was not.ShowHide
Named alongside
The products named in the same answers as Spiceworks Cloud Help Desk, over the 34 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Spiceworks Cloud Help Desk was named but was not.
ShowHideProductSame answerTook the first choice insteadHead to head
A head-to-head page exists where both products are among a category's top eight. The other rows are the same fact without a page behind them, so they link to the product instead.
What carried it into the answer
The sites and pages cited by the answers that named Spiceworks Cloud Help Desk. A fact about retrieval, not a lever on the model.
Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 30 of the 34 answers that named Spiceworks Cloud Help Desk and are not a share of its labels.
Domains cited
alloysoftware.com20
eesel.ai19
atomicwork.com17
blog.invgate.com17
motadata.com12
servicedeskinstitute.com12
siit.io12
zendesk.com11
g2.com9
guideflow.com9
138 of the 138 domain citations in answers naming Spiceworks Cloud Help Desk came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
spiceworks.com is not in Google's top ten for any of the category's searches. In the answers, Spiceworks Cloud Help Desk takes 7% of first choices and Freshservice takes 58%.ShowHide
Search and answers
spiceworks.com is not in Google's top ten for any of the category's searches. In the answers, Spiceworks Cloud Help Desk takes 7% of first choices and Freshservice takes 58%.
ShowHideIn search
Google, US estimatesPosition for “itsm platform”
–
not in the top ten
Position for “itsm platforms”
–
not in the top ten
- Searches for its name, Google
- 210 a month (“spiceworks cloud help desk”)
- AI search demand for its name, est.
- 7 a month
- Its company's site
- spiceworks.com shared with Spiceworks's other products; the figures are the site's
- Organic visits to its site
- about 2,284,947 a month
- Searches its site ranks for
- 353,371 · 24,305 in the top three
- Sites linking to it
- 30,286
- Paid Google search
- No ads found in the estimate; that does not mean it runs none
Ads on Google
None found in Google's ad transparency records for the US
In answers
This editionShare of first choices
7%
rank 4 of 69 in ITSM
Segment leader
58%
Freshservice
- First choices
- 9 across its categories
- Named in
- 34 answers
- Its own site cited
- in 30 of the answers that named it
Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.
Names read as Spiceworks Cloud Help Desk
What the judge wrote, as written, with how often. The vendor table decides that these count as Spiceworks Cloud Help Desk; a claim can dispute any of them.
Spiceworks 5
Follow Spiceworks Cloud Help Desk
An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.
Already following? Everything you follow, with a stop for each.
The company
Spiceworks is the company behind Spiceworks Cloud Help Desk.ShowHide
The company
Spiceworks is the company behind Spiceworks Cloud Help Desk.
ShowHideOn record
Company records- Also from Spiceworks
- Spiceworks Inventory
In its own words
Stated by the vendor, not checked- Positioning
- The free ticketing tool for every department
- For
- Whether you’re a small business or an enterprise organization
- Price stated
- Core Plan Free; Premium Plan* $5 Per-Seat/Month, Billed Annually or $6 Per-Seat/Month, Billed Monthly spiceworks.com/free-cloud-help-desk-software
- Starting price
- Free spiceworks.com/free-cloud-help-desk-software
- Free plan or trial
- Core Plan, our free and supported option spiceworks.com/free-cloud-help-desk-software
- Certifications
- TOTP-based MFA
- Not stated on the pages read
- Integrations, hosting, customers
What Spiceworks Cloud Help Desk's own pages state, read September 28, 2026: spiceworks.com/free-cloud-help-desk-software, community.spiceworks.com/t/cloud-help-desk/516791, community.spiceworks.com/t/cloud-help-desk/456296, community.spiceworks.com/t/cloud-help-desk/466293, community.spiceworks.com/t/cloud-help-desk/707043. A claimed page can correct any of them.
Is this your product?
Claim this page
Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Spiceworks Cloud Help Desk's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Spiceworks Cloud Help Desk, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.
What a new claim receivesHide what a new claim receives
A new claim receives the current edition's vendor brief for Spiceworks Cloud Help Desk by email, built from the raw record of the edition. It shows:
- where Spiceworks Cloud Help Desk is named, by buyer and by framing, and which cells hold its first choices;
- the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
- its vocabulary against the segment leader's, and the pages the models cited;
- who was chosen in the answers that did not name Spiceworks Cloud Help Desk, and every reason the record gives;
- a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
- one page of published figures cleared to show a buyer.