22 Ratings
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Score 8 out of 100
Top Rated
240 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    IT Asset Management

    8.0

    KACE Systems Management Appliance

    80%

    Spiceworks Help Desk

    Feature Set Not Supported
    N/A
    KACE Systems Management Appliance (SMA) ranks higher in 5/5 features

    Software and hardware inventory tracking

    8.6
    86%
    11 Ratings
    N/A
    0 Ratings

    License management

    7.3
    73%
    10 Ratings
    N/A
    0 Ratings

    Asset lifecycle monitoring

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Contract management

    7.6
    76%
    5 Ratings
    N/A
    0 Ratings

    Asset relationship management

    8.6
    86%
    7 Ratings
    N/A
    0 Ratings

    Incident and problem management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.1

    Spiceworks Help Desk

    81%
    Spiceworks Help Desk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.4
    84%
    52 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

    Ticket creation and submission

    N/A
    0 Ratings
    8.8
    88%
    52 Ratings

    Ticket response

    N/A
    0 Ratings
    8.6
    86%
    51 Ratings

    Self Help Community

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.4

    Spiceworks Help Desk

    84%
    Spiceworks Help Desk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.8
    88%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.1
    81%
    46 Ratings

    Multi-Channel Help

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    7.5

    Spiceworks Help Desk

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

    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

    Email support

    N/A
    0 Ratings
    8.7
    87%
    44 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.9
    69%
    26 Ratings

    Attribute Ratings

    • KACE Systems Management Appliance (SMA) is rated higher in 1 area: Support Rating
    • Spiceworks Help Desk is rated higher in 1 area: Likelihood to Recommend
    • KACE Systems Management Appliance (SMA) and Spiceworks Help Desk are tied in 1 area: Usability

    Likelihood to Recommend

    8.3

    KACE Systems Management Appliance

    83%
    11 Ratings
    8.7

    Spiceworks Help Desk

    87%
    81 Ratings

    Likelihood to Renew

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    29 Ratings

    Usability

    8.6

    KACE Systems Management Appliance

    86%
    3 Ratings
    8.6

    Spiceworks Help Desk

    86%
    8 Ratings

    Availability

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    6 Ratings

    Performance

    KACE Systems Management Appliance

    N/A
    0 Ratings
    8.0

    Spiceworks Help Desk

    80%
    2 Ratings

    Support Rating

    9.4

    KACE Systems Management Appliance

    94%
    6 Ratings
    8.6

    Spiceworks Help Desk

    86%
    49 Ratings

    Implementation Rating

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    13 Ratings

    Product Scalability

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    1 Rating

    Likelihood to Recommend

    Quest

    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
    Read full review

    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.
    Read full review

    Pros

    Quest

    • 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.
    Read full review

    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.
    Read full review

    Cons

    Quest

    • 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.
    Read full review

    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.
    Read full review

    Pricing Details

    KACE Systems Management Appliance

    Starting Price

    Editions & Modules

    KACE Systems Management Appliance 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

      Quest

      No answers on this topic

      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.
      Read full review

      Usability

      Quest

      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.
      Read full review

      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
      Read full review

      Reliability and Availability

      Quest

      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.
      Read full review

      Support Rating

      Quest

      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.
      Read full review

      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.
      Read full review

      Implementation Rating

      Quest

      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
      Read full review

      Alternatives Considered

      Quest

      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.
      Read full review

      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

      Quest

      • 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
      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.
      Read full review

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