Broadcom Automic Automation vs. Mojo Helpdesk vs. Spiceworks Cloud Help Desk

This product has huge capacity to run millions of jobs per month, can serve to enterprise level of business. If client is looking for platform base solution which can be deployed on-prem or cloud base technologies then this solution works well. It has very good licensing mechanism which is based on number of agents, and there is no limitation of number of jobs run. So client has not to worry on limitation of jobs and can scale of the automation in the environment. This reduced the total cost of ownership of product. Self service automation feature can reduce the client automation cost significantly. it has good batch job coverages from Mainframe to Microservices.

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For a small business it is a very good value.

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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.

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• Wide range of internal functions
• Many interfaces (incoming and outgoing)
• Modern, web-based user interface
• Strong roadmap with topics such as containerisation and AI
• High throughput possible (> 1 million executions per day)

• User friendly- easy to setup and get running.
• Built in reports to improve and measure customer satisfaction.
• Always adding new features to enhance the product for the user.
• Support organization responds quickly to issues and questions.

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• 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.

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• Could improve the framework.
• Could improve the underlying coding standards.

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• The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
• Text box section on the rating to have the option to tell why a low rating was given.

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• 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.

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Automic is a very strong Automation Platform which enable us to implement user requirements quickly.

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.

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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

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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.

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I have not used Automic One Automation Platform (formerly CA Automic Automation Platform) support.

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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.

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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

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1. Cost was the major factor without compromising the automation service which this product delivered. Other products are expensive and deliver the same outcome. 2. Limitation of job run, Broadcom Automic Automation allows to run unlimited jobs and helps to increase automation capability. 3. Number of automation packs available with no extra license cost. 4. Depth of coverage of technologies for batch job automation. 5. Required less number of hardware to achieve high availability.

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Price and customer service.

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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.

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• Improved SAP automation thereby giving good returns.
• Provides mail integration which further widens automation scope and profits.

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• Our company’s improved customer support response times and expert service has helped us make money.

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• 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.

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