17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100
Top Rated
213 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Likelihood to Recommend

Barracuda Managed Workplace RMM

With a lot of fine-tuning, it works very well to keep the Tier 2 team aware of almost any variable of interest of notification from your servers. You can automate scripts to deploy based on these events. It's cut down the amount of time spent digging around for answers or sifting through logs. Software deployment could use a lot of work for simplicity. We opted for other apps to accomplish this. The helpdesk function may work for those needing something basic, but again, we opted for a full ITSM based on ITIL. It works well for Remote Desktop Support, even for support on the fly for those who don't have the Premium Desktop app installed.
Justin Soungie | TrustRadius Reviewer

Spiceworks Help Desk

I would recommend it highly. With the cost of free and the customizable options the ROI is fairly high. If the company is too large I may not recommend it, but most small to medium businesses could use this help desk to it's fullest. Larger businesses with 1000+ employees spread out over large areas may be more difficult to use depending on what the company does.
Mike Goularte | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

Barracuda Managed Workplace RMM
8.6
Spiceworks Help Desk
Remote monitoring
Barracuda Managed Workplace RMM
8.5
Spiceworks Help Desk
Network device monitoring
Barracuda Managed Workplace RMM
8.2
Spiceworks Help Desk
Multiple Server Monitoring
Barracuda Managed Workplace RMM
9.2
Spiceworks Help Desk
Multi-device monitoring
Barracuda Managed Workplace RMM
9.2
Spiceworks Help Desk
Automated alerts and notifications
Barracuda Managed Workplace RMM
8.0
Spiceworks Help Desk

Management Tasks

Barracuda Managed Workplace RMM
7.2
Spiceworks Help Desk
Patch Management
Barracuda Managed Workplace RMM
6.3
Spiceworks Help Desk
Service configuration management
Barracuda Managed Workplace RMM
6.5
Spiceworks Help Desk
Software and hardware inventory
Barracuda Managed Workplace RMM
8.1
Spiceworks Help Desk
Policy-based automation
Barracuda Managed Workplace RMM
7.8
Spiceworks Help Desk

Reporting

Barracuda Managed Workplace RMM
7.1
Spiceworks Help Desk
Performance data reports
Barracuda Managed Workplace RMM
7.5
Spiceworks Help Desk
Customizable reporting
Barracuda Managed Workplace RMM
7.8
Spiceworks Help Desk
Data visualization
Barracuda Managed Workplace RMM
6.6
Spiceworks Help Desk
Risk analysis
Barracuda Managed Workplace RMM
6.6
Spiceworks Help Desk

Security

Barracuda Managed Workplace RMM
7.1
Spiceworks Help Desk
Data backup and recovery
Barracuda Managed Workplace RMM
7.0
Spiceworks Help Desk
Antivirus and malware management
Barracuda Managed Workplace RMM
5.9
Spiceworks Help Desk
Adinistraor access control
Barracuda Managed Workplace RMM
8.3
Spiceworks Help Desk

Incident and problem management

Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.5
Organize and prioritize service tickets
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.8
Expert directory
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.2
Subscription-based notifications
Barracuda Managed Workplace RMM
Spiceworks Help Desk
7.9
ITSM collaboration and documentation
Barracuda Managed Workplace RMM
Spiceworks Help Desk
7.9
Ticket creation and submission
Barracuda Managed Workplace RMM
Spiceworks Help Desk
9.3
Ticket response
Barracuda Managed Workplace RMM
Spiceworks Help Desk
9.1

Self Help Community

Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.7
External knowledge base
Barracuda Managed Workplace RMM
Spiceworks Help Desk
9.3
Internal knowledge base
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.2

Multi-Channel Help

Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.1
Customer portal
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.8
IVR
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.1
Social integration
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.4
Email support
Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.2
Help Desk CRM integration
Barracuda Managed Workplace RMM
Spiceworks Help Desk
7.1

Pros

Barracuda Managed Workplace RMM

  • Very good reporting. We provide monthly reports to our customers on remote access, patching, etc.
  • Multiple methods of remote access. This is helpful because different scenarios require different remote access methods.
  • The site is easy to navigate/manage. There is not a big learning curve for new employees.
Anonymous | 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

Barracuda Managed Workplace RMM

  • Sometimes when using Premium Remote it says that the wrong password was entered but the password is auto-filled by the program, not the user.
Ashley Beal | 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

Barracuda Managed Workplace RMM

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 9.3
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

Barracuda Managed Workplace RMM

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 7.9
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

Barracuda Managed Workplace RMM

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

Barracuda Managed Workplace RMM

Barracuda Managed Workplace RMM 5.6
Based on 3 answers
We've tried many times to work with support to accomplish various tasks in the system with minimal responsiveness and success. Most of what we have accomplished has been without support and through trial/error.
Justin Soungie | 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

Barracuda Managed Workplace RMM

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

Barracuda Managed Workplace RMM

AVG Managed Workplace has more tools and features. The pre-existing templates and alerts are working properly while Continuum does not even provide service like that. There are some specific tools to work with and they are super easy to complete the task, for example, you can show what was replaced for your client. You can do it with others and even with Excel, but with table grid view mode of AVG will help you to do it more easily.
Ramin Sultanov | TrustRadius Reviewer

Spiceworks Help Desk

Compared to most other Help Desk software, Spiceworks [Help Desk] is easier to use and cheaper to maintain. In the cases of options like ConnectWise and Track-It! it is a bit less fully featured, but for smaller organizations that may actually be a benefit as it makes it less cumbersome to train staff on.
Mikel Seidl | TrustRadius Reviewer

Return on Investment

Barracuda Managed Workplace RMM

  • Saves time for employees which saves money for the company.
  • Easy to sell something that gives peace of mind to a customer knowing someone is watching their stuff 24/7.
Anonymous | 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

Pricing Details

Barracuda Managed Workplace RMM

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

Barracuda Managed Workplace RMM
7.7
Spiceworks Help Desk
8.8

Likelihood to Renew

Barracuda Managed Workplace RMM
Spiceworks Help Desk
9.3

Usability

Barracuda Managed Workplace RMM
Spiceworks Help Desk
7.9

Reliability and Availability

Barracuda Managed Workplace RMM
Spiceworks Help Desk
10.0

Performance

Barracuda Managed Workplace RMM
Spiceworks Help Desk
8.0

Support Rating

Barracuda Managed Workplace RMM
5.6
Spiceworks Help Desk
8.5

Implementation Rating

Barracuda Managed Workplace RMM
Spiceworks Help Desk
10.0

Scalability

Barracuda Managed Workplace RMM
Spiceworks Help Desk
10.0

Add comparison