What users are saying about
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60 Ratings
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Top Rated
226 Ratings

Bitrix24

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60 Ratings
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Score 7.9 out of 100

Spiceworks Help Desk

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Top Rated
226 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Bitrix24

One application unifies the entire sales cycle from leads to collaborating with internal team members. Why use 3, 4, or 5 programs, just use one. Yes, it might not always be the fastest, but when you don't need to switch from one application to the next, in the end, you are saving some time.If you also use Google Drive, you can share files with this program too. If you also need to track time for projects or with clients, this has a time tracking feature too. The visuals in Bitrix24 are awesome, if you like to see projects, plans, team's tasks visually, this is for you!
Sanjit Mandal | 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

Project Management

Bitrix24
7.5
Spiceworks Help Desk
Task Management
Bitrix24
7.9
Spiceworks Help Desk
Gantt Charts
Bitrix24
7.5
Spiceworks Help Desk
Scheduling
Bitrix24
7.3
Spiceworks Help Desk
Workflow Automation
Bitrix24
7.7
Spiceworks Help Desk
Mobile Access
Bitrix24
6.9
Spiceworks Help Desk
Search
Bitrix24
7.3
Spiceworks Help Desk
Visual planning tools
Bitrix24
7.7
Spiceworks Help Desk

Communication

Bitrix24
7.6
Spiceworks Help Desk
Chat
Bitrix24
7.6
Spiceworks Help Desk
Notifications
Bitrix24
7.5
Spiceworks Help Desk
Discussions
Bitrix24
7.9
Spiceworks Help Desk
Surveys
Bitrix24
8.3
Spiceworks Help Desk
Internal knowledgebase
Bitrix24
7.5
Spiceworks Help Desk
Integrates with GoToMeeting
Bitrix24
7.0
Spiceworks Help Desk
Integrates with Gmail and Google Hangouts
Bitrix24
7.1
Spiceworks Help Desk
Integrates with Outlook
Bitrix24
7.4
Spiceworks Help Desk

File Sharing & Management

Bitrix24
7.6
Spiceworks Help Desk
Versioning
Bitrix24
7.5
Spiceworks Help Desk
Video files
Bitrix24
7.1
Spiceworks Help Desk
Audio files
Bitrix24
7.5
Spiceworks Help Desk
Document collaboration
Bitrix24
7.9
Spiceworks Help Desk
Access control
Bitrix24
7.6
Spiceworks Help Desk
Advanced security features
Bitrix24
7.3
Spiceworks Help Desk
Integrates with Google Drive
Bitrix24
7.9
Spiceworks Help Desk
Device sync
Bitrix24
8.0
Spiceworks Help Desk

Incident and problem management

Bitrix24
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
Bitrix24
Spiceworks Help Desk
8.9
Expert directory
Bitrix24
Spiceworks Help Desk
7.8
Subscription-based notifications
Bitrix24
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
Bitrix24
Spiceworks Help Desk
8.3
Ticket creation and submission
Bitrix24
Spiceworks Help Desk
9.2
Ticket response
Bitrix24
Spiceworks Help Desk
9.1

Self Help Community

Bitrix24
Spiceworks Help Desk
8.7
External knowledge base
Bitrix24
Spiceworks Help Desk
9.1
Internal knowledge base
Bitrix24
Spiceworks Help Desk
8.3

Multi-Channel Help

Bitrix24
Spiceworks Help Desk
7.8
Customer portal
Bitrix24
Spiceworks Help Desk
8.5
IVR
Bitrix24
Spiceworks Help Desk
7.7
Social integration
Bitrix24
Spiceworks Help Desk
7.2
Email support
Bitrix24
Spiceworks Help Desk
8.6
Help Desk CRM integration
Bitrix24
Spiceworks Help Desk
7.0

Pros

Bitrix24

  • The internal HR manager in Bitrix24 does not allow us to create sufficiently structured graphical lists of all absences that each employee has taken during his career within the company, and of all accessibility requests by employees to access some limited functionalities within the service.
  • When it comes to group management work, it has been good to be able to identify elements within the service that remain oriented to business processes, such as the specialized area of web sales. Based on that, Bitrix24 is a good service to be able to manage business directly and to bring in leads on an ongoing basis, while still having positive results.
  • It is well known that despite being a sales and CRM service, Bitrix24 has enough features to be able to plan projects of different scopes. Each of the project setup operations that can be executed within the Bitrix24 platform are accurate, or at least seem better and more streamlined than with any other service we've had the opportunity to test.
  • Bitrix24 automates the execution of administrative dynamics to optimize the overall sales force level, thus leading to better level transactions within the sales modalities, and by integrating Bitrix24 with other sales services, it is possible to mobilize the documents of operations performed from one service to another.
  • It can also be used to increase the quality level of the technical support operations that our support staff manages, as it allows for reviews of each support session, in order to evaluate the technician in question who is talking to customers while he is working in real time.
  • In the case of managing crossover operations, we believe that Bitrix24 offers a good level of analysis for such crossovers, even when you need to work surprisingly with charts of various shapes that require a large number of crossovers. This information on graphs and reports coming from Bitrix24 is very easy to configure to match the technical formats or general aspects of any other CRM, without losing the quality of the work.
Susan Everett | 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

Bitrix24

  • It's user interface can use some work. Although it doesn't take as long as some other software to learn, there is still a bit of a learning curve when it comes to day to day usage.
  • Bitrix offers a lot of features. It would be nice to have those features laid out in an easier-to-read layout, versus the long list at the side of the page.
  • It's mobile app functionality is quite limited. It can be difficult to work with other team members, solely off of their mobile app.
Anonymous | 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

Bitrix24

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

Bitrix24

Bitrix24 7.7
Based on 10 answers
This application is a complete scam and way over priced for what you are getting. They are filled full of false advertising and false statements regarding integrations. They claim to integrate with quickbooks and they DO NOT. This software accomplished nothing but making our day to day lives more difficult and wasted months of our time attempting to build out.
Lee holter | 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

Bitrix24

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

Bitrix24

Bitrix24 7.7
Based on 10 answers
The support offered by Bitrix24 is quite good; they also have a help center on their website that explains in detail each section of the tool and in many cases they include videos that provide a lot of valuable information. Perhaps if they could improve their service time for tickets, development would be great.
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

Bitrix24

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

Bitrix24

The choice of the B24 was prompted by the fact that in 2012 the company had a box version, but without the CMR. The license was expired, the version was no longer supported by B24. In the stages, the company's directorate drove the employees into tasks for B24, but with different success. However, most of the B24 was still familiar.
Oleg Galimov | 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

Bitrix24

  • It definitely has a positive impact as it helps with collaboration and improves data health.
  • Overall it reduces time and speeds up the processes and helps achieve more in the less time.
  • It has helped target the right customers and the success ration or the success rate has gone up when we have sent out marketing campaigns.
Anonymous | 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

Bitrix24

General

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

Bitrix24 Editions & Modules

On-premise Edition
Bitrix24.CRM$1,341
BusinessStarting at $2,691
    SaaS Edition
    FreeFree
    Start+14.402
    CRM+41.402
    Project+41.402
    Standard59.402
    Professional119.402
    1. per month
    Additional Pricing Details

    Spiceworks Help Desk

    General

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

    Spiceworks Help Desk Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    Bitrix24
    7.6
    Spiceworks Help Desk
    8.8

    Likelihood to Renew

    Bitrix24
    Spiceworks Help Desk
    9.7

    Usability

    Bitrix24
    7.7
    Spiceworks Help Desk
    8.7

    Reliability and Availability

    Bitrix24
    Spiceworks Help Desk
    10.0

    Performance

    Bitrix24
    Spiceworks Help Desk
    8.0

    Support Rating

    Bitrix24
    7.7
    Spiceworks Help Desk
    8.6

    Implementation Rating

    Bitrix24
    Spiceworks Help Desk
    10.0

    Scalability

    Bitrix24
    Spiceworks Help Desk
    10.0

    Add comparison