What users are saying about
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Top Rated
225 Ratings
8 Ratings
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Score 7 out of 100

Spiceworks Help Desk

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Top Rated
225 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

ManageEngine AssetExplorer

The purchase order module can be very useful if you put a process in place. It is miles ahead of using a spreadsheet or something simple to do purchase orders and track spending.It can be good to keep track of equipment and software you have in house. However it is imperative you have dedicated staff and processes in place to maximize the utility of the software else it can become a white elephant if not implemented properly as it is a complex piece of software that does many things.
Anonymous | TrustRadius Reviewer

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.
Joe Foran | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

ManageEngine AssetExplorer
6.1
Spiceworks Help Desk
Software and hardware inventory tracking
ManageEngine AssetExplorer
6.4
Spiceworks Help Desk
License management
ManageEngine AssetExplorer
7.3
Spiceworks Help Desk
Asset lifecycle monitoring
ManageEngine AssetExplorer
5.5
Spiceworks Help Desk
Contract management
ManageEngine AssetExplorer
7.1
Spiceworks Help Desk
Asset relationship management
ManageEngine AssetExplorer
4.3
Spiceworks Help Desk

Incident and problem management

ManageEngine AssetExplorer
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
ManageEngine AssetExplorer
Spiceworks Help Desk
8.9
Expert directory
ManageEngine AssetExplorer
Spiceworks Help Desk
7.8
Subscription-based notifications
ManageEngine AssetExplorer
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
ManageEngine AssetExplorer
Spiceworks Help Desk
8.3
Ticket creation and submission
ManageEngine AssetExplorer
Spiceworks Help Desk
9.2
Ticket response
ManageEngine AssetExplorer
Spiceworks Help Desk
9.2

Self Help Community

ManageEngine AssetExplorer
Spiceworks Help Desk
8.7
External knowledge base
ManageEngine AssetExplorer
Spiceworks Help Desk
9.1
Internal knowledge base
ManageEngine AssetExplorer
Spiceworks Help Desk
8.3

Multi-Channel Help

ManageEngine AssetExplorer
Spiceworks Help Desk
7.8
Customer portal
ManageEngine AssetExplorer
Spiceworks Help Desk
8.6
IVR
ManageEngine AssetExplorer
Spiceworks Help Desk
7.7
Social integration
ManageEngine AssetExplorer
Spiceworks Help Desk
7.2
Email support
ManageEngine AssetExplorer
Spiceworks Help Desk
8.6
Help Desk CRM integration
ManageEngine AssetExplorer
Spiceworks Help Desk
7.0

Pros

ManageEngine AssetExplorer

  • The asset discovery across the network is great.
  • The periodic scanning and updating of asset status is super valuable.
  • The software discovery is outstanding. Receiving list of installed software helps greatly with license compliance.
Steve P | TrustRadius Reviewer

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.
Justin Reslan | TrustRadius Reviewer

Cons

ManageEngine AssetExplorer

  • You can fill the database and link it.
  • You can also add assets that aren't connected with the offline script, I would prefer to get a .exe but this import XML works well.
  • All is handled via the web, I would prefer a GUI standalone client.
Jorge Flores | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 9.7
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.
BART HUNTER | TrustRadius Reviewer

Usability

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 8.7
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
Chris Johnson | TrustRadius Reviewer

Reliability and Availability

ManageEngine AssetExplorer

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

ManageEngine AssetExplorer

ManageEngine AssetExplorer 6.0
Based on 2 answers
It is not a perfect solution. I don't believe it is the best software for some of the components it offers but I do like and appreciate what it does offer. It offers complexity and a range of features for a company to take advantage of if planned and implemented properly.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Implementation Rating

ManageEngine AssetExplorer

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
Jennifer Metcalf | TrustRadius Reviewer

Alternatives Considered

ManageEngine AssetExplorer

Altiris is very daunting for users that have never worked with it. AssetExplorer was much easier to use for our team that had no experience with asset management.
Christopher Treece, CISSP | TrustRadius Reviewer

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.
Héctor Aguilar | TrustRadius Reviewer

Return on Investment

ManageEngine AssetExplorer

  • Allow us to stay in compliance with licensing requirements. We usually have just the right amount of licenses +2 or 3. We don't have to guess on where we are.
  • Allows us identify older assets and proactively replace them. Reduces downtime.
  • No negative impacts I can think of.
Steve P | TrustRadius Reviewer

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.
David Yates | TrustRadius Reviewer

Pricing Details

ManageEngine AssetExplorer

General

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

Spiceworks Help Desk

General

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

Rating Summary

Likelihood to Recommend

ManageEngine AssetExplorer
6.3
Spiceworks Help Desk
8.8

Likelihood to Renew

ManageEngine AssetExplorer
Spiceworks Help Desk
9.7

Usability

ManageEngine AssetExplorer
Spiceworks Help Desk
8.7

Reliability and Availability

ManageEngine AssetExplorer
Spiceworks Help Desk
10.0

Performance

ManageEngine AssetExplorer
Spiceworks Help Desk
8.0

Support Rating

ManageEngine AssetExplorer
6.0
Spiceworks Help Desk
8.6

Implementation Rating

ManageEngine AssetExplorer
Spiceworks Help Desk
10.0

Scalability

ManageEngine AssetExplorer
Spiceworks Help Desk
10.0

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