What users are saying about
10 Ratings
Top Rated
212 Ratings
10 Ratings
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Score 8.7 out of 100
Top Rated
212 Ratings
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Score 8.6 out of 100

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.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks [Help Desk] is great for medium sized businesses and teams. It allows simplified tracking of tickets and requests as well as allowing for an easy record of all work and correspondence. The cost for implementation is relatively low and easy to stomach for most organizations. Overall, it is an easy recommendation for other organizations in need of Help Desk software.
Mikel Seidl | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Absolute
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
Absolute
Spiceworks Help Desk
8.8
Expert directory
Absolute
Spiceworks Help Desk
8.2
Subscription-based notifications
Absolute
Spiceworks Help Desk
8.1
ITSM collaboration and documentation
Absolute
Spiceworks Help Desk
8.2
Ticket creation and submission
Absolute
Spiceworks Help Desk
9.1
Ticket response
Absolute
Spiceworks Help Desk
9.0

Self Help Community

Absolute
Spiceworks Help Desk
8.6
External knowledge base
Absolute
Spiceworks Help Desk
9.2
Internal knowledge base
Absolute
Spiceworks Help Desk
8.0

Multi-Channel Help

Absolute
Spiceworks Help Desk
8.1
Customer portal
Absolute
Spiceworks Help Desk
8.8
IVR
Absolute
Spiceworks Help Desk
8.1
Social integration
Absolute
Spiceworks Help Desk
8.3
Email support
Absolute
Spiceworks Help Desk
8.1
Help Desk CRM integration
Absolute
Spiceworks Help Desk
7.1

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.
Stanley Dixon | TrustRadius Reviewer

Spiceworks Help Desk

  • Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
  • Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
  • Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Andrew Shannon | TrustRadius Reviewer

Cons

Absolute

  • The admin UI is still not very user friendly, even with the updates that have taken place.
  • Wish the documentation was a little better and some of the videos aren't up to date.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

  • Spiceworks uses a lot of system resources and does need room for improvement in this area on Windows systems. Sometimes it can hang and a system reboot will clear up the issue.
  • Spiceworks should be able to be installed on non-Windows systems such as Linux, Apple MAC OS, or other flavors of unix. So it should have a Linux install available for servers running this OS.
  • Running Spiceworks on a workstation along with other programs is not recommended. I would advise installing it on a dedicated server.
BART HUNTER | TrustRadius Reviewer

Likelihood to Renew

Absolute

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 9.2
Based on 28 answers
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free
Chris Johnson | TrustRadius Reviewer

Usability

Absolute

Absolute 8.0
Based on 1 answer
Very simple to install. I would give it a 10 if the admin UI was easier to navigate.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.0
Based on 7 answers
1. Its free.2. Its easy to install.3. You can have it up and running in under 1-hour.4. You get dashboards that are easy to read so you know the state of your network.5. You can create your own reports and not just the ones already installed.6. Excellent tool for network administrators and security practitioners.7. Did I mention that its free?
BART HUNTER | TrustRadius Reviewer

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.
Patrick Yeager | TrustRadius Reviewer

Support Rating

Absolute

Absolute 7.0
Based on 1 answer
I haven't talked to support besides trying to locate documentation and based on that experience, I give this score.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.5
Based on 48 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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Absolute

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 12 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
Jennifer Metcalf | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks was a better solution for our team since it provided a quick and easy system for managing basic IT support requests. We didn't need something overly complex or customer facing, just something to better manage our internal needs. Because of this, something simpler and lower cost was a better solution for our needs.
Anonymous | TrustRadius Reviewer

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.
Stanley Dixon | TrustRadius Reviewer

Spiceworks Help Desk

  • We've been able to keep track of all our tickets by using spiceworks. Without it things kept getting lost in the shuffle.
  • We've been able to go back and show how many help desk calls we've gotten in a period of time. It's given us metrics.
Andrew Murphy | TrustRadius Reviewer

Screenshots

Pricing Details

Absolute

General

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

Spiceworks Help Desk

General

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

Rating Summary

Likelihood to Recommend

Absolute
9.0
Spiceworks Help Desk
8.7

Likelihood to Renew

Absolute
Spiceworks Help Desk
9.2

Usability

Absolute
8.0
Spiceworks Help Desk
8.0

Reliability and Availability

Absolute
Spiceworks Help Desk
10.0

Performance

Absolute
Spiceworks Help Desk
8.0

Support Rating

Absolute
7.0
Spiceworks Help Desk
8.5

Implementation Rating

Absolute
Spiceworks Help Desk
10.0

Scalability

Absolute
Spiceworks Help Desk
10.0

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