What users are saying about
This review does not include a rating.
Top Rated
240 Ratings
This review does not include a rating.
Top Rated
240 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Incident and problem management

    Line Monitoring Software

    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
    7.2
    72%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    40 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.8
    78%
    43 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.8
    88%
    52 Ratings

    Ticket response

    N/A
    0 Ratings
    8.7
    87%
    51 Ratings

    Self Help Community

    Line Monitoring Software

    Feature Set Not Supported
    N/A
    8.5

    Spiceworks Help Desk

    85%
    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

    Line Monitoring Software

    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

      Likelihood to Recommend

      Line Monitoring Software

      N/A
      0 Ratings
      8.7

      Spiceworks Help Desk

      87%
      81 Ratings

      Likelihood to Renew

      Line Monitoring Software

      N/A
      0 Ratings
      10.0

      Spiceworks Help Desk

      100%
      29 Ratings

      Usability

      Line Monitoring Software

      N/A
      0 Ratings
      8.6

      Spiceworks Help Desk

      86%
      8 Ratings

      Availability

      Line Monitoring Software

      N/A
      0 Ratings
      10.0

      Spiceworks Help Desk

      100%
      6 Ratings

      Performance

      Line Monitoring Software

      N/A
      0 Ratings
      8.0

      Spiceworks Help Desk

      80%
      2 Ratings

      Support Rating

      Line Monitoring Software

      N/A
      0 Ratings
      8.6

      Spiceworks Help Desk

      86%
      49 Ratings

      Implementation Rating

      Line Monitoring Software

      N/A
      0 Ratings
      10.0

      Spiceworks Help Desk

      100%
      13 Ratings

      Product Scalability

      Line Monitoring Software

      N/A
      0 Ratings
      10.0

      Spiceworks Help Desk

      100%
      1 Rating

      Likelihood to Recommend

      Line Monitoring Software

      No answers on this topic

      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

      Line Monitoring Software

      No answers on this topic

      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

      Line Monitoring Software

      No answers on this topic

      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

      Line Monitoring Software

      General

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

      Starting Price

      Line Monitoring Software Editions & Modules

      Additional Pricing Details

      Spiceworks Help Desk

      General

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

      Starting Price

      $0

      Spiceworks Help Desk Editions & Modules

      Edition
      All TiersFree
      1. none
      Additional Pricing Details

      Likelihood to Renew

      Line Monitoring Software

      No score
      No answers yet
      No answers on this topic

      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

      Line Monitoring Software

      No score
      No answers yet
      No answers on this topic

      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

      Line Monitoring Software

      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

      Line Monitoring Software

      No score
      No answers yet
      No answers on this topic

      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

      Line Monitoring Software

      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

      Line Monitoring Software

      No answers on this topic

      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

      Line Monitoring Software

      No answers on this topic

      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

      Add comparison