What users are saying about
4 Ratings
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Top Rated
226 Ratings
4 Ratings
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Score 9.8 out of 100

Spiceworks Help Desk

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

Likelihood to Recommend

HelpSpot

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
Kenneth Harrington-Colon | 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

HelpSpot
9.0
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
HelpSpot
9.0
Spiceworks Help Desk
8.9
Ticket creation and submission
HelpSpot
9.0
Spiceworks Help Desk
9.2
Ticket response
HelpSpot
9.0
Spiceworks Help Desk
9.1
Expert directory
HelpSpot
Spiceworks Help Desk
7.8
Subscription-based notifications
HelpSpot
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
HelpSpot
Spiceworks Help Desk
8.3

Self Help Community

HelpSpot
9.0
Spiceworks Help Desk
8.7
Internal knowledge base
HelpSpot
9.0
Spiceworks Help Desk
8.3
External knowledge base
HelpSpot
Spiceworks Help Desk
9.1

Multi-Channel Help

HelpSpot
9.0
Spiceworks Help Desk
7.8
Email support
HelpSpot
9.0
Spiceworks Help Desk
8.6
Customer portal
HelpSpot
Spiceworks Help Desk
8.5
IVR
HelpSpot
Spiceworks Help Desk
7.7
Social integration
HelpSpot
Spiceworks Help Desk
7.2
Help Desk CRM integration
HelpSpot
Spiceworks Help Desk
7.0

Pros

HelpSpot

  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
Anonymous | 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

HelpSpot

  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
Njon Weinroth | 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

HelpSpot

HelpSpot 2.3
Based on 2 answers
My current job does not use this platform as it is not necessary for my job function.
Anonymous | TrustRadius Reviewer

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

HelpSpot

No score
No answers yet
No answers on this topic

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

HelpSpot

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

HelpSpot

No score
No answers yet
No answers on this topic

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

HelpSpot

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

HelpSpot

HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
Njon Weinroth | 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

HelpSpot

  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
Kenneth Harrington-Colon | 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

HelpSpot

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

HelpSpot
9.0
Spiceworks Help Desk
8.8

Likelihood to Renew

HelpSpot
2.3
Spiceworks Help Desk
9.7

Usability

HelpSpot
Spiceworks Help Desk
8.7

Reliability and Availability

HelpSpot
Spiceworks Help Desk
10.0

Performance

HelpSpot
Spiceworks Help Desk
8.0

Support Rating

HelpSpot
Spiceworks Help Desk
8.6

Implementation Rating

HelpSpot
Spiceworks Help Desk
10.0

Scalability

HelpSpot
Spiceworks Help Desk
10.0

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