What users are saying about
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Top Rated
229 Ratings
26 Ratings
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Score 8.7 out of 100

Spiceworks Help Desk

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Top Rated
229 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Citrix Endpoint Management

This product is well suited for any healthcare organization, especially one privately owned by the providers. Many of our providers were displeased with our efforts to use a product that forced sandboxing of Exchange information. Therefore, we needed something that was flexible enough that sandboxing could be used where desired but still allowed native OS integration where necessary.
Jerry Robinson | 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

Citrix Endpoint Management
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
Citrix Endpoint Management
Spiceworks Help Desk
8.9
Expert directory
Citrix Endpoint Management
Spiceworks Help Desk
7.7
Subscription-based notifications
Citrix Endpoint Management
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
Citrix Endpoint Management
Spiceworks Help Desk
8.3
Ticket creation and submission
Citrix Endpoint Management
Spiceworks Help Desk
9.2
Ticket response
Citrix Endpoint Management
Spiceworks Help Desk
9.1

Self Help Community

Citrix Endpoint Management
Spiceworks Help Desk
8.7
External knowledge base
Citrix Endpoint Management
Spiceworks Help Desk
9.1
Internal knowledge base
Citrix Endpoint Management
Spiceworks Help Desk
8.3

Multi-Channel Help

Citrix Endpoint Management
Spiceworks Help Desk
7.7
Customer portal
Citrix Endpoint Management
Spiceworks Help Desk
8.5
IVR
Citrix Endpoint Management
Spiceworks Help Desk
7.7
Social integration
Citrix Endpoint Management
Spiceworks Help Desk
7.0
Email support
Citrix Endpoint Management
Spiceworks Help Desk
8.6
Help Desk CRM integration
Citrix Endpoint Management
Spiceworks Help Desk
6.8

Pros

Citrix Endpoint Management

  • It has efficient security control system. Easy to use and administer.
  • It is very easy to install, it connects well with with other apps.
  • SecureWeb Xenmobile provides secured access to the websites and eliminates the need of VPN.
  • It connects very well with other apps.
Prathamesh Muzumdar | 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

Citrix Endpoint Management

  • issues with non apple, non samsung devices: if it is not setup with an apple or samsung phone, then the Certificate onboarding is a struggle/unable to be done.
  • user-pin setup: for a user to be onboarded, requiring a PIN; there is a self service way but it is clunky and users prefer to call in instead of trying to follow the 15 step process via PDF
  • if the certificate is ever lost, due to an upgrade via IOS or android, then the entire process [uninstall, reinstall] has to be done, which means downtime for the end user, and higher call volume when a service provider pushes an iOS update.
David Reese | 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

Citrix Endpoint Management

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 9.9
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

Citrix Endpoint Management

Citrix Endpoint Management 10.0
Based on 2 answers
The software's usability is what we expected. We knew what our organization needed and Citrix was able to meet our needs. The ability to have the apps on a mobile device has been a great plus and Citrix seems to have really developed a software based on the every day needs of the user.
Jamaal Dickerson | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.6
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

Citrix Endpoint Management

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

Citrix Endpoint Management

Citrix Endpoint Management 9.5
Based on 5 answers
Citrix has great support and in case of problems, the technicians respond in a timely manner and are a great help
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.7
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

Citrix Endpoint Management

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

Citrix Endpoint Management

We couldn't get AirWatch to work for us, installation on the devices was much too complex, and support was lacking. I've heard other companies didn't have as much of an issue, but we certainly did. Mobile Iron was evaluated at the surface, but we never brought it in for a formal eval due to time constraints.
Anonymous | 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

Citrix Endpoint Management

  • I don't deal with finances. I'm an "in the trenches" engineer. I try to help my customers' employees work more efficiently. With that being said, I see XenMobile being a layer of added security and enhanced end user productivity.
Stephen Karras | 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

Citrix Endpoint Management

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

Citrix Endpoint Management
9.3
Spiceworks Help Desk
8.8

Likelihood to Renew

Citrix Endpoint Management
Spiceworks Help Desk
9.9

Usability

Citrix Endpoint Management
10.0
Spiceworks Help Desk
8.6

Reliability and Availability

Citrix Endpoint Management
Spiceworks Help Desk
10.0

Performance

Citrix Endpoint Management
Spiceworks Help Desk
8.0

Support Rating

Citrix Endpoint Management
9.5
Spiceworks Help Desk
8.7

Implementation Rating

Citrix Endpoint Management
Spiceworks Help Desk
10.0

Scalability

Citrix Endpoint Management
Spiceworks Help Desk
10.0

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