What users are saying about

Absolute vs Spiceworks Help Desk

Absolute
10 Ratings
Spiceworks Help Desk
Top Rated
239 Ratings

Absolute

10 Ratings
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Score 7.4 out of 100

Based on 10 reviews and ratings

Spiceworks Help Desk

Top Rated
239 Ratings
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Score 8.7 out of 100

Based on 239 reviews and ratings

Feature Set Ratings

    Incident and problem management

    Absolute

    Feature Set Not Supported
    N/A
    8.5

    Spiceworks Help Desk

    85%
    Spiceworks Help Desk ranks higher in 6/6 features
    Spiceworks Help Desk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    51 Ratings

    Expert directory

    N/A
    0 Ratings
    7.6
    76%
    44 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    39 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.2
    82%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.1
    91%
    51 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    50 Ratings

    Self Help Community

    Absolute

    Feature Set Not Supported
    N/A
    8.7

    Spiceworks Help Desk

    87%
    Spiceworks Help Desk ranks higher in 2/2 features
    Spiceworks Help Desk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.9
    89%
    45 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.4
    84%
    45 Ratings

    Multi-Channel Help

    Absolute

    Feature Set Not Supported
    N/A
    7.5

    Spiceworks Help Desk

    75%
    Spiceworks Help Desk ranks higher in 5/5 features
    Spiceworks Help Desk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.3
    83%
    43 Ratings

    IVR

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Social integration

    N/A
    0 Ratings
    6.6
    66%
    25 Ratings

    Email support

    N/A
    0 Ratings
    8.7
    87%
    44 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.9
    69%
    26 Ratings

    Attribute Ratings

    • Absolute is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.5

    Absolute

    95%
    2 Ratings
    8.8

    Spiceworks Help Desk

    88%
    80 Ratings

    Likelihood to Renew

    Absolute

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    29 Ratings

    Usability

    Absolute

    N/A
    0 Ratings
    8.5

    Spiceworks Help Desk

    85%
    8 Ratings

    Availability

    Absolute

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    6 Ratings

    Performance

    Absolute

    N/A
    0 Ratings
    8.0

    Spiceworks Help Desk

    80%
    2 Ratings

    Support Rating

    Absolute

    N/A
    0 Ratings
    8.6

    Spiceworks Help Desk

    86%
    49 Ratings

    Implementation Rating

    Absolute

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    13 Ratings

    Product Scalability

    Absolute

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    1 Rating

    Likelihood to Recommend

    Absolute

    I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information or devices that contain proprietary information, critical business information or other information that needs to be securely protected. It can also be used to track a device (individual) as well if that is your goal. We use it as an extra precaution to track our mental health clinicians that do home visits. It allows us to keep track of their whereabouts, in case an issue arises at a client's home. We are able to send someone out to check or assist, alert emergency services or send law enforcement if a situation should arise.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Spiceworks Help Desk

    It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.

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    Joe Foran | TrustRadius Reviewer
    Joe Foran
    View all 80 answers on this topic

    Pros

    Absolute

    • I tracked a stolen computer all the way to Africa from USA and disabled it.
    • I set up geofences with alerts. As soon as a computer got a wifi connection outside of our fences it would email me its current location.
    • Absolute's persistent technology was helpful. -Even when a pawn shop would attempt to "wipe" a device before getting it online, as soon as it got online it notified me of the OS re-installation and current location. We could call authorities and they could recover the device for us. And they were happy it made their job easier and deterred the pawn shop from reselling stolen devices.

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    Stanley Dixon | TrustRadius Reviewer
    Stanley Dixon
    View all 2 answers on this topic

    Spiceworks Help Desk

    • It helps to multitask, even on the go with the mobile App.
    • We can customize to meet your needs with automated responses, notifications, and templates.
    • Detailed reports allow managers to keep track [of] and analyze data.
    • Allows for a database to store notes helpful for future tickets.

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    Justin Reslan | TrustRadius Reviewer
    Justin Reslan
    View all 80 answers on this topic

    Cons

    Absolute

    • I do not know where I would consider this product to be deficient in functionality, difficult to use or any major changes that needed to be addressed.
    • I wish the pricing of this product was a little lower, but I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Spiceworks Help Desk

    • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
    • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
    • Improved ability to customize the system generated emails to improve the formatting and company branding.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 80 answers on this topic

    Pricing Details

    Absolute

    General

    Free Trial
    Yes
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    —

    Spiceworks Help Desk

    General

    Free Trial
    —
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    —
    Entry-level set up fee?
    No

    Starting Price

    —

    Likelihood to Renew

    Absolute

    No score
    No answers yet
    No answers on this topic

    Spiceworks Help Desk

    Spiceworks Help Desk 10.0
    Based on 29 answers
    Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.

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    BART HUNTER | TrustRadius Reviewer
    BART HUNTER
    View all 29 answers on this topic

    Usability

    Absolute

    No score
    No answers yet
    No answers on this topic

    Spiceworks Help Desk

    Spiceworks Help Desk 8.5
    Based on 8 answers
    Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out

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    Chris Johnson | TrustRadius Reviewer
    Chris Johnson
    View all 8 answers on this topic

    Reliability and Availability

    Absolute

    No score
    No answers yet
    No answers on this topic

    Spiceworks Help Desk

    Spiceworks Help Desk 10.0
    Based on 6 answers
    We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.

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    Patrick Yeager | TrustRadius Reviewer
    Patrick Yeager
    View all 6 answers on this topic

    Support Rating

    Absolute

    No score
    No answers yet
    No answers on this topic

    Spiceworks Help Desk

    Spiceworks Help Desk 8.6
    Based on 49 answers
    Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 49 answers on this topic

    Implementation Rating

    Absolute

    No score
    No answers yet
    No answers on this topic

    Spiceworks Help Desk

    Spiceworks Help Desk 10.0
    Based on 13 answers
    If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth

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    Jennifer Metcalf | TrustRadius Reviewer
    Jennifer Metcalf
    View all 13 answers on this topic

    Alternatives Considered

    Absolute

    I have only used Absolute Data and Device Security (DDS). It was recommended by my Dell sales rep. After reviewing the product info, and loading a demo, it became clear that this is what was needed to add to our existing security to protect us from information loss due to a data breach on our portable devices. I presented this solution to the appropriate departments, and they agreed that this was something well worth the investment.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Spiceworks Help Desk

    EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

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    Héctor Aguilar | TrustRadius Reviewer
    Héctor Aguilar
    View all 80 answers on this topic

    Return on Investment

    Absolute

    • Recovery of stolen assets.
    • After recovering a few devices and students becoming aware of Absolute being deployed, it had a prevention effect deterring additional theft.
    • It deterred pawn shops from accepting our stolen machines.

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    Stanley Dixon | TrustRadius Reviewer
    Stanley Dixon
    View all 2 answers on this topic

    Spiceworks Help Desk

    • Positive - Allow organizations to implement structured Help Desk procedures.
    • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
    • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
    • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.

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    David Yates | TrustRadius Reviewer
    David Yates
    View all 80 answers on this topic

    Screenshots

    Spiceworks Help Desk

    —

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