What users are saying about
5 Ratings
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Top Rated
207 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Spiceworks Help Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
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

LiveHelpNow

It's great for sales, customer service, and tech support.
Anonymous | 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

Self Help Community

LiveHelpNow
10.0
Spiceworks Help Desk
8.7
External knowledge base
LiveHelpNow
10.0
Spiceworks Help Desk
9.2
Internal knowledge base
LiveHelpNow
10.0
Spiceworks Help Desk
8.3

Multi-Channel Help

LiveHelpNow
10.0
Spiceworks Help Desk
8.5
Social integration
LiveHelpNow
10.0
Spiceworks Help Desk
8.3
Email support
LiveHelpNow
10.0
Spiceworks Help Desk
8.5
Help Desk CRM integration
LiveHelpNow
10.0
Spiceworks Help Desk
8.0
Customer portal
LiveHelpNow
Spiceworks Help Desk
8.9
IVR
LiveHelpNow
Spiceworks Help Desk
9.0

Incident and problem management

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

Pros

LiveHelpNow

  • Great visibility into web traffic and visitors to our website
  • Great integrations with Salesforce.com and ZenDesk
  • Fantastic analytics on user activity
Daniel Gotlieb | 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

LiveHelpNow

  • None at this time.
Anonymous | 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

LiveHelpNow

No score
No answers yet
No answers on this topic

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

LiveHelpNow

No score
No answers yet
No answers on this topic

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

LiveHelpNow

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

LiveHelpNow

No score
No answers yet
No answers on this topic

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

Implementation Rating

LiveHelpNow

No score
No answers yet
No answers on this topic

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

LiveHelpNow

No answers on this topic

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

LiveHelpNow

  • LiveHelpNow is a very affordable source for acquiring leads
Daniel Gotlieb | 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

LiveHelpNow

General

Free Trial
Yes
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

LiveHelpNow
9.5
Spiceworks Help Desk
8.7

Likelihood to Renew

LiveHelpNow
Spiceworks Help Desk
8.8

Usability

LiveHelpNow
Spiceworks Help Desk
10.0

Reliability and Availability

LiveHelpNow
Spiceworks Help Desk
10.0

Performance

LiveHelpNow
Spiceworks Help Desk
8.0

Support Rating

LiveHelpNow
Spiceworks Help Desk
8.6

Implementation Rating

LiveHelpNow
Spiceworks Help Desk
10.0

Scalability

LiveHelpNow
Spiceworks Help Desk
10.0

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