Mhelpdesk vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mhelpdesk
Score 4.1 out of 10
N/A
Mhelpdesk is a field service software solution that manages field technicians, work orders, employee scheduling, and client billing. By combining and integrating multiple business management tools, Mhelpdesk provides a solution that eliminates double-data entry while giving business owners visibility over their field technicians in real-time.
$49
per month
Spiceworks Help Desk
Score 8.3 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
MhelpdeskSpiceworks Help Desk
Editions & Modules
mHelpDesk
$169
per month
All Tiers
Free
Offerings
Pricing Offerings
MhelpdeskSpiceworks Help Desk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
MhelpdeskSpiceworks Help Desk
Top Pros
Top Cons
Features
MhelpdeskSpiceworks Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Mhelpdesk
-
Ratings
Spiceworks Help Desk
7.4
54 Ratings
6% below category average
Organize and prioritize service tickets00 Ratings7.453 Ratings
Expert directory00 Ratings5.646 Ratings
Subscription-based notifications00 Ratings7.241 Ratings
ITSM collaboration and documentation00 Ratings6.444 Ratings
Ticket creation and submission00 Ratings9.153 Ratings
Ticket response00 Ratings8.752 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Mhelpdesk
-
Ratings
Spiceworks Help Desk
7.3
51 Ratings
6% below category average
External knowledge base00 Ratings8.847 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Mhelpdesk
-
Ratings
Spiceworks Help Desk
5.3
51 Ratings
37% below category average
Customer portal00 Ratings6.145 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.126 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
MhelpdeskSpiceworks Help Desk
Small Businesses
Kickserv
Kickserv
Score 9.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Jotform
Jotform
Score 8.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Score 7.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
MhelpdeskSpiceworks Help Desk
Likelihood to Recommend
9.0
(5 ratings)
8.8
(82 ratings)
Likelihood to Renew
9.0
(2 ratings)
10.0
(29 ratings)
Usability
8.0
(1 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.7
(26 ratings)
Implementation Rating
-
(0 ratings)
10.0
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
MhelpdeskSpiceworks Help Desk
Likelihood to Recommend
Mhelpdesk
Mhelpdesk is perfect for smaller companies and mid-sized companies I would say. Larger companies may need something a little more advanced for lack of better words or able to handle thousands upon thousands of constant work orders, etc. Smaller companies or companies that are mid-size would benefit from this program the most as it provides the necessary programming to succeed along with its ease of use.
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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.
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Pros
Mhelpdesk
  • The timer to track the technicians time is wonderful.
  • Integrates well with QuickBooks.
  • The mobile app is great.
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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.
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Cons
Mhelpdesk
  • mHelpDesk lacks in its expansion ability of multiple administrator types. We have executive level, midlevel, and department level administrators in addition to the tech, managers, etc. working directly with the system. It seems we are always about one admin level shy of what we need and are unable to create it.
  • mHelpDesk sometimes has difficulty with its mobile tracking either being accurate as seen by the administrators or in locking up the mobile devices of the techs. It is not a constant issue yet one which occurs often enough to be of note.
  • mHelpDesk doesn't track automatically so our mobile techs can shut that off. While that may be a disciplinary operational issue for us as well, we should be able to lock that setting "on" so our users are tracked which using the app.
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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.
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Likelihood to Renew
Mhelpdesk
The staff at Mhelpdesk have been incredible. They are consistently adding new features and are willing to work with us to meet our company's needs
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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.
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Usability
Mhelpdesk
It works well for most of what we need. It integrates well w/ quickbooks. We would like to see it integrate w/ outlook.
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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
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Reliability and Availability
Mhelpdesk
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.
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Support Rating
Mhelpdesk
No answers on this topic
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.
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Implementation Rating
Mhelpdesk
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
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Alternatives Considered
Mhelpdesk
When we first started using Mhelpdesk, RepairShopr was just a blip on our radar and didn't have the feature-set that Mhelpdesk did. RepairShopr looked great, but the Mhelpdesk had a lot more features. Every 6 months or so, I'd check on RepairShopr and it was growing fast and adding new features all the time. After a few years - the difference was night and day so we switched to RepairShopr and it's been a much better fit for our business.
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.
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Return on Investment
Mhelpdesk
  • It has overall been positive
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.
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