What users are saying about
44 Ratings
Top Rated
239 Ratings
44 Ratings
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Score 7.1 out of 100
Top Rated
239 Ratings
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Score 8.7 out of 100

Feature Set Ratings

  • Kayako ranks higher in 1 feature set: Multi-Channel Help
  • Spiceworks Help Desk ranks higher in 2 feature sets: Incident and problem management, Self Help Community

Incident and problem management

7.0

Kayako

70%
8.5

Spiceworks Help Desk

85%
Spiceworks Help Desk ranks higher in 6/6 features

Organize and prioritize service tickets

8.0
80%
10 Ratings
8.8
88%
51 Ratings

Expert directory

3.1
31%
4 Ratings
7.6
76%
44 Ratings

Subscription-based notifications

7.1
71%
7 Ratings
8.3
83%
39 Ratings

ITSM collaboration and documentation

7.9
79%
6 Ratings
8.2
82%
42 Ratings

Ticket creation and submission

8.0
80%
10 Ratings
9.1
91%
51 Ratings

Ticket response

8.0
80%
10 Ratings
9.1
91%
50 Ratings

Self Help Community

7.3

Kayako

73%
8.7

Spiceworks Help Desk

87%
Spiceworks Help Desk ranks higher in 2/2 features

External knowledge base

6.7
67%
8 Ratings
8.9
89%
45 Ratings

Internal knowledge base

7.8
78%
7 Ratings
8.4
84%
45 Ratings

Multi-Channel Help

8.4

Kayako

84%
7.5

Spiceworks Help Desk

75%
Kayako ranks higher in 4/5 features

Customer portal

9.3
93%
6 Ratings
8.3
83%
43 Ratings

IVR

8.0
80%
1 Rating
7.0
70%
9 Ratings

Social integration

7.0
70%
3 Ratings
6.6
66%
25 Ratings

Email support

8.1
81%
9 Ratings
8.7
87%
44 Ratings

Help Desk CRM integration

9.3
93%
5 Ratings
6.9
69%
26 Ratings

Attribute Ratings

  • Kayako is rated higher in 1 area: Usability
  • Spiceworks Help Desk is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Support Rating, Implementation Rating

Likelihood to Recommend

6.0

Kayako

60%
21 Ratings
8.8

Spiceworks Help Desk

88%
80 Ratings

Likelihood to Renew

7.8

Kayako

78%
11 Ratings
10.0

Spiceworks Help Desk

100%
29 Ratings

Usability

10.0

Kayako

100%
1 Rating
8.5

Spiceworks Help Desk

85%
8 Ratings

Availability

7.5

Kayako

75%
4 Ratings
10.0

Spiceworks Help Desk

100%
6 Ratings

Performance

Kayako

N/A
0 Ratings
8.0

Spiceworks Help Desk

80%
2 Ratings

Support Rating

2.6

Kayako

26%
7 Ratings
8.6

Spiceworks Help Desk

86%
49 Ratings

Implementation Rating

9.0

Kayako

90%
4 Ratings
10.0

Spiceworks Help Desk

100%
13 Ratings

Product Scalability

Kayako

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
1 Rating

Likelihood to Recommend

Kayako

When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
Anonymous | 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

Pros

Kayako

  • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
  • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
  • Nice dashboard view.
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

Kayako

  • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
  • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
  • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
Joshua Tobiansky | 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

Pricing Details

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$29 per month

Kayako Editions & Modules

Edition
Inbox$15.001
Growth$30.001
Scale$60.001
  1. Per User Per Month
Additional Pricing Details

Spiceworks Help Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Spiceworks Help Desk Editions & Modules

Additional Pricing Details

Likelihood to Renew

Kayako

Kayako 7.8
Based on 11 answers
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
Nathaniel Bannister | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 10.0
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

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.5
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

Kayako

Kayako 7.5
Based on 4 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt | TrustRadius Reviewer

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

Kayako

Kayako 2.6
Based on 7 answers
  • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
  • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Jon Shurtliff | TrustRadius Reviewer

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

Kayako

Kayako 9.0
Based on 4 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister | TrustRadius Reviewer

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

Kayako

We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
Jericho Fulgencio | 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

Kayako

  • Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
  • Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
CJ Estel | 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

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