What users are saying about
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Top Rated
40 Ratings
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Top Rated
207 Ratings

Kustomer

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Top Rated
40 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Spiceworks Help Desk

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

Likelihood to Recommend

Kustomer

Kustomer is amazing to use if you are a big company. It's an easy way to manage the workflow between teams. Also, it's a great tool to use when communicating with customers as well. Kustomer is user friendly without too many difficulties--a pretty easy to learn the system. It provides great organization of all requests and a great pipeline for cross-team communication.
Hailey Miller | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks is well suited for Information Technology departments who have a limited budget. The free version of this software is one of the best tools to help a security practitioner perform a risk analysis on their network. Other similar tools that are free are limited in the IP ranges that they can scan, but not Spiceworks. I can scan several subnets with this tool. Another cool feature is that I don't have to visit each workstation on our network to obtain information about it. Spiceworks gives me all the information I need right at my own desktop. Spiceworks is well suited for small IT shops and small security departments. Other tools of this capability will cost you thousands
BART HUNTER | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
Spiceworks Help Desk
8.7
Organize and prioritize service tickets
Kustomer
8.6
Spiceworks Help Desk
8.9
Expert directory
Kustomer
8.3
Spiceworks Help Desk
8.4
Subscription-based notifications
Kustomer
8.4
Spiceworks Help Desk
8.4
ITSM collaboration and documentation
Kustomer
7.9
Spiceworks Help Desk
8.2
Ticket creation and submission
Kustomer
8.7
Spiceworks Help Desk
9.3
Ticket response
Kustomer
8.9
Spiceworks Help Desk
9.2

Self Help Community

Kustomer
7.5
Spiceworks Help Desk
8.7
External knowledge base
Kustomer
7.4
Spiceworks Help Desk
9.2
Internal knowledge base
Kustomer
7.7
Spiceworks Help Desk
8.3

Multi-Channel Help

Kustomer
8.4
Spiceworks Help Desk
8.5
Customer portal
Kustomer
8.6
Spiceworks Help Desk
8.9
IVR
Kustomer
8.3
Spiceworks Help Desk
9.0
Social integration
Kustomer
7.8
Spiceworks Help Desk
8.3
Email support
Kustomer
8.8
Spiceworks Help Desk
8.5
Help Desk CRM integration
Kustomer
8.7
Spiceworks Help Desk
8.0

Pros

Kustomer

  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

  • Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
  • Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
  • Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Andrew Shannon | TrustRadius Reviewer

Cons

Kustomer

  • For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
  • Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
  • Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
  • I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.
Charlotte Reiter | TrustRadius Reviewer

Spiceworks Help Desk

  • As a user, I would like to have a login where I can track my specific requests in one place
  • We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Kustomer

Kustomer 6.4
Based on 1 answer
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.8
Based on 28 answers
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free
Chris Johnson | TrustRadius Reviewer

Usability

Kustomer

Kustomer 7.3
Based on 1 answer
Because it is easy to use as well as it serves as a very important tool for communication. It merges with different applications and there are no issues like other platforms.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 6 answers
1. Its free.2. Its easy to install.3. You can have it up and running in under 1-hour.4. You get dashboards that are easy to read so you know the state of your network.5. You can create your own reports and not just the ones already installed.6. Excellent tool for network administrators and security practitioners.7. Did I mention that its free?
BART HUNTER | TrustRadius Reviewer

Reliability and Availability

Kustomer

Kustomer 9.1
Based on 1 answer
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Anonymous | 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

Performance

Kustomer

Kustomer 2.7
Based on 1 answer
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.0
Based on 2 answers
No answer on this topic is available.

Support Rating

Kustomer

Kustomer 9.0
Based on 5 answers
It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.
Rachel Blankenship | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.6
Based on 47 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

In-Person Training

Kustomer

Kustomer 5.5
Based on 1 answer
No one has helped me or trained me in person.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

No score
No answers yet
No answers on this topic

Online Training

Kustomer

Kustomer 7.3
Based on 1 answer
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

No score
No answers yet
No answers on this topic

Implementation Rating

Kustomer

Kustomer 6.4
Based on 1 answer
I would say I am very satisfied with the use and the main keys regarding the implementation of Kustomer
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 12 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

Kustomer

The sales rep did a great job of making us feel heard and instilling trust. We felt that we would be valued as a client instead of just one of thousands, and a small company at that. When we signed they promised and delivered on an additional channel that they hadn't previously supported (toll-free MMS). The product just made sense and was innovative, which definitely gave them an edge.
Meagan McKinnon | TrustRadius Reviewer

Spiceworks Help Desk

I've used a specialized home based Notes database system prior to Spiceworks. That system was a kludge and outgrew what it originally was supposed to be. We had to make things work in it. Spiceworks is a generic system that while basic allows you to track your issues. It's a good system to use for a small shop.
Andrew Murphy | TrustRadius Reviewer

Return on Investment

Kustomer

  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

  • Spcieworks has saved me time looking for certain machines that might be online—positive.
  • Spiceworks is free, so I am able to manage my inventory for no cost —positive.
  • I can quickly look up what computer a user is logged into when troubleshooting over the phone. This is priceless—positive.
Michael Timms | TrustRadius Reviewer

Pricing Details

Kustomer

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per user
Additional Pricing Details

Spiceworks Help Desk

General

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

Spiceworks Help Desk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Spiceworks Help Desk
8.7

Likelihood to Renew

Kustomer
6.4
Spiceworks Help Desk
8.8

Usability

Kustomer
7.3
Spiceworks Help Desk
10.0

Reliability and Availability

Kustomer
9.1
Spiceworks Help Desk
10.0

Performance

Kustomer
2.7
Spiceworks Help Desk
8.0

Support Rating

Kustomer
9.0
Spiceworks Help Desk
8.6

In-Person Training

Kustomer
5.5
Spiceworks Help Desk

Online Training

Kustomer
7.3
Spiceworks Help Desk

Implementation Rating

Kustomer
6.4
Spiceworks Help Desk
10.0

Scalability

Kustomer
Spiceworks Help Desk
10.0

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