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Top Rated
227 Ratings
22 Ratings
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Score 8.1 out of 100

Spiceworks Help Desk

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Top Rated
227 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

KACE Systems Management Appliance

I think it has added value for any organization. It reduced our Tech Support cost by:-Supporting users anywhere-Reducing users downtime as well keep them informed with the status of their tickets-Managing software and hardware actively-Processing automation-deploy mass software installs, patching or updates- Provide approved software's to users to install without IT help
Thayer Ramahi | 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

IT Asset Management

KACE Systems Management Appliance
8.9
Spiceworks Help Desk
Software and hardware inventory tracking
KACE Systems Management Appliance
9.1
Spiceworks Help Desk
License management
KACE Systems Management Appliance
8.6
Spiceworks Help Desk
Asset lifecycle monitoring
KACE Systems Management Appliance
8.9
Spiceworks Help Desk
Contract management
KACE Systems Management Appliance
8.4
Spiceworks Help Desk
Asset relationship management
KACE Systems Management Appliance
9.3
Spiceworks Help Desk

Incident and problem management

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

Self Help Community

KACE Systems Management Appliance
Spiceworks Help Desk
8.7
External knowledge base
KACE Systems Management Appliance
Spiceworks Help Desk
9.1
Internal knowledge base
KACE Systems Management Appliance
Spiceworks Help Desk
8.3

Multi-Channel Help

KACE Systems Management Appliance
Spiceworks Help Desk
7.8
Customer portal
KACE Systems Management Appliance
Spiceworks Help Desk
8.5
IVR
KACE Systems Management Appliance
Spiceworks Help Desk
7.7
Social integration
KACE Systems Management Appliance
Spiceworks Help Desk
7.1
Email support
KACE Systems Management Appliance
Spiceworks Help Desk
8.6
Help Desk CRM integration
KACE Systems Management Appliance
Spiceworks Help Desk
6.9

Pros

KACE Systems Management Appliance

  • Inventory: KACE provides a ton of hardware and software inventory information that is easy to search, filter, and export. This is critical when we need to find the answers to questions about how many of such and such we have in our fleet.
  • Patch Management: We were using WSUS before and it was altogether too cumbersome. KACE has given us the power, flexibility, and verification we need to feel comfortable our patches are up-to-date.
  • Service Queue: We made KACE our help desk system and it does everything we need it to do. Great improvement over our old system.
Jeff Nickles | 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

KACE Systems Management Appliance

  • The KACE SMA needs a better way to handle different roles in the software so certain users can access or administrate certain parts of the software, but not the entire software installation.
  • The KACE SMA could improve the ticketing process of projects. The aspects of the title and some information do not always flow down from the parent ticket to its child tickets.
  • The KACE SMA could improve the UI of the software with the addition of different CSS color schemes.
Andy Anschutz | 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

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 9.8
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

KACE Systems Management Appliance

KACE Systems Management Appliance 8.5
Based on 3 answers
Overall, the software is simple to understand and use. That said, most vendors have been slowly updating their user interfaces to HTML5 so that they have a clean updated look and feel. This is where KACE falls short in that the UI is great for a packaged software 10 years ago. This isn't a major limitation as the software is really meant primarily for technology users.
Anonymous | 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

KACE Systems Management Appliance

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

KACE Systems Management Appliance

KACE Systems Management Appliance 8.8
Based on 6 answers
KACE does exactly what you need it to do, it maintains your computer environment. You can set patch schedules, inventory computers, setup software catalogs; basically everything you need to ensure the computers on your network are being actively managed. This is all with little need for constant configuration or updating the setup.
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

KACE Systems Management Appliance

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

KACE Systems Management Appliance

We have selected this software because it rolls several different systems into one. We have a helpdesk system with this and an asset and inventory management system as well. We pay one price for the whole system instead of paying multiple companies different amounts that would have totaled more than we pay for the single system.
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

KACE Systems Management Appliance

  • KACE has saved us from having to spend several days of employee hours in crafting DVDs and duplicating them (100+ DVDs)
  • KACE has saved us on the postage required to send out those DVDs for every update (monthly) to all of our customers electronically
Anonymous | 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

KACE Systems Management Appliance

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

KACE Systems Management Appliance
8.5
Spiceworks Help Desk
8.8

Likelihood to Renew

KACE Systems Management Appliance
Spiceworks Help Desk
9.8

Usability

KACE Systems Management Appliance
8.5
Spiceworks Help Desk
8.6

Reliability and Availability

KACE Systems Management Appliance
Spiceworks Help Desk
10.0

Performance

KACE Systems Management Appliance
Spiceworks Help Desk
8.0

Support Rating

KACE Systems Management Appliance
8.8
Spiceworks Help Desk
8.7

Implementation Rating

KACE Systems Management Appliance
Spiceworks Help Desk
10.0

Scalability

KACE Systems Management Appliance
Spiceworks Help Desk
10.0

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