What users are saying about
9 Ratings
Top Rated
240 Ratings
9 Ratings
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Score 9 out of 100
Top Rated
240 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

Feature Set Ratings

  • HelpSpot ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

9.0

HelpSpot

90%
8.0

Spiceworks Help Desk

80%
HelpSpot ranks higher in 3/6 features

Organize and prioritize service tickets

9.0
90%
1 Rating
8.4
84%
52 Ratings

Ticket creation and submission

9.0
90%
1 Rating
8.8
88%
52 Ratings

Ticket response

9.0
90%
1 Rating
8.6
86%
51 Ratings

Expert directory

N/A
0 Ratings
7.1
71%
45 Ratings

Subscription-based notifications

N/A
0 Ratings
7.7
77%
40 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
7.7
77%
43 Ratings

Self Help Community

9.0

HelpSpot

90%
8.4

Spiceworks Help Desk

84%
HelpSpot ranks higher in 1/2 features

Internal knowledge base

9.0
90%
1 Rating
8.1
81%
46 Ratings

External knowledge base

N/A
0 Ratings
8.8
88%
46 Ratings

Multi-Channel Help

9.0

HelpSpot

90%
7.5

Spiceworks Help Desk

75%
Spiceworks Help Desk ranks higher in 4/5 features

Email support

9.0
90%
1 Rating
8.7
87%
44 Ratings

Customer portal

N/A
0 Ratings
8.1
81%
44 Ratings

IVR

N/A
0 Ratings
7.0
70%
9 Ratings

Social integration

N/A
0 Ratings
6.6
66%
25 Ratings

Help Desk CRM integration

N/A
0 Ratings
6.9
69%
26 Ratings

Attribute Ratings

  • HelpSpot is rated higher in 1 area: Likelihood to Recommend
  • Spiceworks Help Desk is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.0

HelpSpot

90%
3 Ratings
8.7

Spiceworks Help Desk

87%
81 Ratings

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings
10.0

Spiceworks Help Desk

100%
29 Ratings

Usability

HelpSpot

N/A
0 Ratings
8.6

Spiceworks Help Desk

86%
8 Ratings

Availability

HelpSpot

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
6 Ratings

Performance

HelpSpot

N/A
0 Ratings
8.0

Spiceworks Help Desk

80%
2 Ratings

Support Rating

HelpSpot

N/A
0 Ratings
8.6

Spiceworks Help Desk

86%
49 Ratings

Implementation Rating

HelpSpot

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
13 Ratings

Product Scalability

HelpSpot

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
1 Rating

Likelihood to Recommend

UserScape

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.
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Spiceworks Ziff Davis

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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Pros

UserScape

  • 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.
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Spiceworks Ziff Davis

  • 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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Cons

UserScape

  • 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.
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Spiceworks Ziff Davis

  • 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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Pricing Details

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Spiceworks Help Desk

    Starting Price

    $0

    Editions & Modules

    Spiceworks Help Desk editions and modules pricing
    EditionModules
    All TiersFree1

    Footnotes

    1. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    UserScape

    My current job does not use this platform as it is not necessary for my job function.
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    Spiceworks Ziff Davis

    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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    Usability

    UserScape

    No answers on this topic

    Spiceworks Ziff Davis

    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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    Reliability and Availability

    UserScape

    No answers on this topic

    Spiceworks Ziff Davis

    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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    Support Rating

    UserScape

    No answers on this topic

    Spiceworks Ziff Davis

    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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    Implementation Rating

    UserScape

    No answers on this topic

    Spiceworks Ziff Davis

    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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    Alternatives Considered

    UserScape

    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
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    Spiceworks Ziff Davis

    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.
    Read full review

    Return on Investment

    UserScape

    • Improved ticket response time
    • Workload reporting to upper management
    • Ticket category reporting to identify training opportunities
    Read full review

    Spiceworks Ziff Davis

    • 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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