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Top Rated
236 Ratings
13 Ratings
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Score 5 out of 100

Spiceworks Help Desk

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Top Rated
236 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Microsoft Parature (Discontinued)

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Rusty Wilson | 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

Feature Rating Comparison

Incident and problem management

Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.5
Organize and prioritize service tickets
Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.8
Expert directory
Microsoft Parature (Discontinued)
Spiceworks Help Desk
7.6
Subscription-based notifications
Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.3
ITSM collaboration and documentation
Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.2
Ticket creation and submission
Microsoft Parature (Discontinued)
Spiceworks Help Desk
9.1
Ticket response
Microsoft Parature (Discontinued)
Spiceworks Help Desk
9.1

Self Help Community

Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.7
External knowledge base
Microsoft Parature (Discontinued)
Spiceworks Help Desk
9.0
Internal knowledge base
Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.4

Multi-Channel Help

Microsoft Parature (Discontinued)
Spiceworks Help Desk
7.5
Customer portal
Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.4
IVR
Microsoft Parature (Discontinued)
Spiceworks Help Desk
7.0
Social integration
Microsoft Parature (Discontinued)
Spiceworks Help Desk
6.7
Email support
Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.7
Help Desk CRM integration
Microsoft Parature (Discontinued)
Spiceworks Help Desk
7.0

Pros

Microsoft Parature (Discontinued)

  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Brendon Newell | 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

Microsoft Parature (Discontinued)

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
Anonymous | 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

Likelihood to Renew

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 6.1
Based on 10 answers
Parature has been the best option for this campus in terms of what we use it for and there is no alternative
Carrie Canty | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 9.9
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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
Anonymous | 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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 7.5
Based on 4 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Rusty Wilson | 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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 1.0
Based on 2 answers
Nothing ever seemed to get resolved
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.7
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

Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
Anonymous | 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

Microsoft Parature (Discontinued)

  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Jamaal Johnson | 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

Pricing Details

Microsoft Parature (Discontinued)

General

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

Starting Price

Spiceworks Help Desk

General

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

Starting Price

Rating Summary

Likelihood to Recommend

Microsoft Parature (Discontinued)
6.7
Spiceworks Help Desk
8.8

Likelihood to Renew

Microsoft Parature (Discontinued)
6.1
Spiceworks Help Desk
9.9

Usability

Microsoft Parature (Discontinued)
2.0
Spiceworks Help Desk
8.5

Reliability and Availability

Microsoft Parature (Discontinued)
7.5
Spiceworks Help Desk
10.0

Performance

Microsoft Parature (Discontinued)
Spiceworks Help Desk
8.0

Support Rating

Microsoft Parature (Discontinued)
1.0
Spiceworks Help Desk
8.7

Implementation Rating

Microsoft Parature (Discontinued)
Spiceworks Help Desk
10.0

Scalability

Microsoft Parature (Discontinued)
Spiceworks Help Desk
10.0

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