What users are saying about
Top Rated
120 Ratings
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Top Rated
208 Ratings
Top Rated
120 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Spiceworks Help Desk

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Top Rated
208 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

ConnectWise Automate

ConnectWise Automate is a fantastic platform for managing multiple clients, and I feel this is why it was created in the first place. I have ready complaints about certain components and behaviors in the past online. However, it appears they have fixed these issues in later versions as we have not experienced them. It also has competitive pricing for RMM's for MSP's to use. It could also be used for a single company to manage their environment, but I don't think it was meant for this. There might be other options that are more cost effective, especially if a single company doesn't have hundreds of machines to manage or more.
Adam Friedli | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks is well suited for Information Technology departments who have a limited budget. The free version of this software is one of the best tools to help a security practitioner perform a risk analysis on their network. Other similar tools that are free are limited in the IP ranges that they can scan, but not Spiceworks. I can scan several subnets with this tool. Another cool feature is that I don't have to visit each workstation on our network to obtain information about it. Spiceworks gives me all the information I need right at my own desktop. Spiceworks is well suited for small IT shops and small security departments. Other tools of this capability will cost you thousands
BART HUNTER | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.8
Spiceworks Help Desk
Remote monitoring
ConnectWise Automate
9.3
Spiceworks Help Desk
Network device monitoring
ConnectWise Automate
7.5
Spiceworks Help Desk
Multiple Server Monitoring
ConnectWise Automate
9.4
Spiceworks Help Desk
Multi-device monitoring
ConnectWise Automate
9.1
Spiceworks Help Desk
Automated alerts and notifications
ConnectWise Automate
9.0
Spiceworks Help Desk

Management Tasks

ConnectWise Automate
8.8
Spiceworks Help Desk
Patch Management
ConnectWise Automate
8.9
Spiceworks Help Desk
Service configuration management
ConnectWise Automate
8.7
Spiceworks Help Desk
Software and hardware inventory
ConnectWise Automate
8.9
Spiceworks Help Desk
Policy-based automation
ConnectWise Automate
8.6
Spiceworks Help Desk

Reporting

ConnectWise Automate
7.6
Spiceworks Help Desk
Performance data reports
ConnectWise Automate
8.3
Spiceworks Help Desk
Customizable reporting
ConnectWise Automate
8.2
Spiceworks Help Desk
Data visualization
ConnectWise Automate
7.5
Spiceworks Help Desk
Risk analysis
ConnectWise Automate
6.5
Spiceworks Help Desk

Security

ConnectWise Automate
8.3
Spiceworks Help Desk
Data backup and recovery
ConnectWise Automate
7.4
Spiceworks Help Desk
Antivirus and malware management
ConnectWise Automate
8.6
Spiceworks Help Desk
Adinistraor access control
ConnectWise Automate
9.0
Spiceworks Help Desk

Incident and problem management

ConnectWise Automate
Spiceworks Help Desk
8.7
Organize and prioritize service tickets
ConnectWise Automate
Spiceworks Help Desk
8.9
Expert directory
ConnectWise Automate
Spiceworks Help Desk
8.4
Subscription-based notifications
ConnectWise Automate
Spiceworks Help Desk
8.4
ITSM collaboration and documentation
ConnectWise Automate
Spiceworks Help Desk
8.2
Ticket creation and submission
ConnectWise Automate
Spiceworks Help Desk
9.3
Ticket response
ConnectWise Automate
Spiceworks Help Desk
9.2

Self Help Community

ConnectWise Automate
Spiceworks Help Desk
8.8
External knowledge base
ConnectWise Automate
Spiceworks Help Desk
9.2
Internal knowledge base
ConnectWise Automate
Spiceworks Help Desk
8.3

Multi-Channel Help

ConnectWise Automate
Spiceworks Help Desk
8.6
Customer portal
ConnectWise Automate
Spiceworks Help Desk
8.9
IVR
ConnectWise Automate
Spiceworks Help Desk
9.0
Social integration
ConnectWise Automate
Spiceworks Help Desk
8.3
Email support
ConnectWise Automate
Spiceworks Help Desk
8.5
Help Desk CRM integration
ConnectWise Automate
Spiceworks Help Desk
8.1

Pros

ConnectWise Automate

  • It includes a ticketing system using workflow automation, SLA, as well as performance monitoring and access tickets from mobile devices.
  • Dashboards of the tool show overviews and detailed explanations of KPIs. Your business can also use the custom report writer to generate reports on whatever issue you want.
  • You can use ConnectWise to automate the range of ITIL process, such as: incident management, availability management, change management, service reporting, service-level management, service asset and configuration management, request management, and knowledge management.
Asfer Bin Saleh | 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

ConnectWise Automate

  • The biggest issue for Automate is their support. They seem to be completely overwhelmed. Chat support for simple questions can be anywhere from 30 to 60 minutes in the queue. Then when you are connected they are doing little more than creating a ticket that will take days to hear back from them.
  • Patching. The documentation and advice from our implementation person do not match reality. The process of denying a patch is documented, but doesn't work. We were unable to block certain patches from being distributed until we spoke to a specialist about it. He couldn't explain the mis-matched documentation.
  • Speed. Using the Automate client is painfully slow. Very sluggish and non-responsive at times.
David Wertz, CHSP | TrustRadius Reviewer

Spiceworks Help Desk

  • As a user, I would like to have a login where I can track my specific requests in one place
  • We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Automate

ConnectWise Automate 8.0
Based on 3 answers
Support and the Speed of supporting the latest technology is the main reason for not giving this a 10. But the product is powerful and flexible. The best way that I can sum it up is "You can get out of it what you put in to it"
Jack Skinner | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.9
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

ConnectWise Automate

ConnectWise Automate 3.2
Based on 3 answers
The UI is pretty confusing. There are Right-clicks, ctrl+clicks, Shift clicks, it's all very convoluted. With the latest gussying up, it's now arguably prettier, but very slow... I dread using it now...
Scott Sanford | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 6 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

ConnectWise Automate

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

Performance

ConnectWise Automate

ConnectWise Automate 3.0
Based on 4 answers
It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.
Ian Hansen | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.0
Based on 2 answers
No answer on this topic is available.

Support Rating

ConnectWise Automate

ConnectWise Automate 8.0
Based on 14 answers
Most of the time their support is good for smaller things. They have a chat assist which is a nice function. When you run into a larger issue or an issue with an integration the support becomes less reliable and inconsistent. Generally your wait time on chat is under 5 minutes.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.6
Based on 47 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

Online Training

ConnectWise Automate

ConnectWise Automate 7.1
Based on 2 answers
LabTech online training is very very thorough in training and helping individuals understand the theory and practical side of using a Remote Monitoring & Management. The training has multiple methods of explaining each section which helps to re-enforce everything about the Training Modules. I have had some Engineers lose their interest after a number of modules because they said that it was too much, that was too similar. I've found that the training is tailored towards a technical background but the Sales training does help NON technical individuals familiarize themselves with the Remote Monitoring and Management components and how it relates to Managed Services.
Carson Hagan, ITILv3 | TrustRadius Reviewer

Spiceworks Help Desk

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Automate

ConnectWise Automate 7.3
Based on 1 answer
Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.
Jack Skinner | TrustRadius Reviewer

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

ConnectWise Automate

We prefer Automate to Kaseya for the customization, scripting and the third party integration.However, we prefer Continuum to Automate for how much time we freed up. We no longer have to maintain Automate services, integrations, etc. We also have reduced our ticket noise by 70%. This fact alone makes Continuum our favorite.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

I've used a specialized home based Notes database system prior to Spiceworks. That system was a kludge and outgrew what it originally was supposed to be. We had to make things work in it. Spiceworks is a generic system that while basic allows you to track your issues. It's a good system to use for a small shop.
Andrew Murphy | TrustRadius Reviewer

Return on Investment

ConnectWise Automate

  • Because using the program is at a very low cost, I have the ability to service any client and provide training to any client if they have a computer.
  • Saves travel time and expenses associated with travel to support/train clients. Also can be done at any time of day because of continual access.
  • Gives the client peace of mind to know that I can access and fix an issue with a workstation any time of the day, weekends, evenings when they are not available etc.
Catherine Zuniga | TrustRadius Reviewer

Spiceworks Help Desk

  • Spcieworks has saved me time looking for certain machines that might be online—positive.
  • Spiceworks is free, so I am able to manage my inventory for no cost —positive.
  • I can quickly look up what computer a user is logged into when troubleshooting over the phone. This is priceless—positive.
Michael Timms | TrustRadius Reviewer

Screenshots

Spiceworks Help Desk

Pricing Details

ConnectWise Automate

General

Free Trial
Yes
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

ConnectWise Automate
8.8
Spiceworks Help Desk
8.7

Likelihood to Renew

ConnectWise Automate
8.0
Spiceworks Help Desk
8.9

Usability

ConnectWise Automate
3.2
Spiceworks Help Desk
10.0

Reliability and Availability

ConnectWise Automate
Spiceworks Help Desk
10.0

Performance

ConnectWise Automate
3.0
Spiceworks Help Desk
8.0

Support Rating

ConnectWise Automate
8.0
Spiceworks Help Desk
8.6

Online Training

ConnectWise Automate
7.1
Spiceworks Help Desk

Implementation Rating

ConnectWise Automate
7.3
Spiceworks Help Desk
10.0

Scalability

ConnectWise Automate
Spiceworks Help Desk
10.0

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