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Top Rated
226 Ratings
175 Ratings
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Score 8.3 out of 100

Spiceworks Help Desk

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Top Rated
226 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

Azure DevOps Server (formerly TMS)

Well suited:
  • Large teams developing heterogeneous applications
  • Following SAFe process / Multiple Agile Release Trains (ARTs) / Portfolio management
  • Company undergoes regular external audits of their SDLC practices
  • Comprehensive reporting is required
  • Pipeline templating is required
  • Many git repositories are needed having to link to a unified backlog
  • Access to backlog work items and reporting is required for business stakeholders
Ross Borissov | 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

Incident and problem management

Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.9
Expert directory
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
7.8
Subscription-based notifications
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.3
Ticket creation and submission
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
9.2
Ticket response
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
9.1

Self Help Community

Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.7
External knowledge base
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
9.1
Internal knowledge base
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.3

Multi-Channel Help

Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
7.8
Customer portal
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.5
IVR
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
7.7
Social integration
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
7.2
Email support
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.6
Help Desk CRM integration
Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
7.0

Pros

Azure DevOps Server (formerly TMS)

  • Vast range of Template for Automated Build and Release Pipeline with option to have conditional triggers
  • Code repository mechanism is aligned with GIT which is a well known public repository system
  • Bug Management is also an integral feature of this tool
  • Dashboard creation option of Build and Release pipeline is also available
Anonymous | 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

Azure DevOps Server (formerly TMS)

  • Searching through code can be somewhat cumbersome. It would be nice if there was a way to do general searches in certain areas of the system.
  • Without proper training, the system can be confusing to navigate. This issue can be prevented with good training but it is something to be aware of.
  • Navigation can be clunky at times depending on where you are in the system. For power users, this is not a huge deal but it is a tad bit annoying.
Michael Martinez | 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

Azure DevOps Server (formerly TMS)

Azure DevOps Server (formerly TMS) 10.0
Based on 1 answer
Because we are a Microsoft Gold Partner we utilize most of their software and we have so much invested in Team Foundation Server now it would take a catastrophic amount of time and resources to switch to a different product.
Bill Starling | TrustRadius Reviewer

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

Azure DevOps Server (formerly TMS)

Azure DevOps Server (formerly TMS) 8.6
Based on 3 answers
Azure DevOps Server or TFS is a complete suite in itself. From Developer's machine where the code is developed to the production environment where the code is meant to run it take care of complete flow within itself. It acts as a code repository you can check-in check-out codes using GIT interface. It also acts as a Build and Automation Test tool which can help you to judge sanctity of your code. It further acts as a release manager to deploy your application to the production environment. And all these steps can also be performed without any manual intervention with the option to have approval processes. Hence its a perfect blend of all set of tools and capabilities required to bring code to production.
Anonymous | TrustRadius Reviewer

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

Azure DevOps Server (formerly TMS)

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

Azure DevOps Server (formerly TMS)

Azure DevOps Server (formerly TMS) 8.6
Based on 22 answers
I have not had to use the support for Azure DevOps Server. There have never been any issues where I was not able to figure it out or quickly resolve. Our Scrum Master has used support before though, and the service has always been prompt and clear with a customer-focus
Kellie Crawford | 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

Azure DevOps Server (formerly TMS)

Azure DevOps Server (formerly TMS) 8.0
Based on 2 answers
Do research beforehand and, if possible, do a trial run before implementing into production environment.
Bill Starling | TrustRadius Reviewer

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

Azure DevOps Server (formerly TMS)

We're with Microsoft since day one of starting the business. Since then, we've not encountered even a single reason not to be a part of the MS Family.The primary reason for our association is Innovation, Cost Effectiveness, Ease of Use and Great Support.Support and help materials are really awesome. Mostly within 30 minutes, any critical issues are addressed.
Ashish Tripathi | 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

Azure DevOps Server (formerly TMS)

  • Automated testing saved 2 million a year over manual costs.
  • Automated testing ensured quality of code builds if the test did not pass the build did not go forward wasting both development and test time.
  • Burn down provide a visual of sprint status in real time.
Roxanna Aramjoo | 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

Azure DevOps Server (formerly TMS)

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

Azure DevOps Server (formerly TMS)
8.8
Spiceworks Help Desk
8.8

Likelihood to Renew

Azure DevOps Server (formerly TMS)
10.0
Spiceworks Help Desk
9.7

Usability

Azure DevOps Server (formerly TMS)
8.6
Spiceworks Help Desk
8.7

Reliability and Availability

Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
10.0

Performance

Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
8.0

Support Rating

Azure DevOps Server (formerly TMS)
8.6
Spiceworks Help Desk
8.6

Implementation Rating

Azure DevOps Server (formerly TMS)
8.0
Spiceworks Help Desk
10.0

Scalability

Azure DevOps Server (formerly TMS)
Spiceworks Help Desk
10.0

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