What users are saying about
Top Rated
240 Ratings
22 Ratings
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Score 7.7 out of 100
Top Rated
240 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Spiceworks Help Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

5.3

N-able MSP Manager

53%
7.9

Spiceworks Help Desk

79%
Spiceworks Help Desk ranks higher in 6/9 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
8.2
82%
52 Ratings

Expert directory

3.5
35%
4 Ratings
7.0
70%
45 Ratings

Service restoration

3.9
39%
2 Ratings
N/A
0 Ratings

Self-service tools

3.5
35%
4 Ratings
N/A
0 Ratings

Subscription-based notifications

7.3
73%
3 Ratings
7.5
75%
40 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
7.5
75%
43 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.6
86%
52 Ratings

Ticket response

N/A
0 Ratings
8.4
84%
51 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%

Spiceworks Help Desk

Feature Set Not Supported
N/A
N-able MSP Manager ranks higher in 2/2 features

Configuration mangement

6.3
63%
3 Ratings
N/A
0 Ratings

Asset management dashboard

7.2
72%
3 Ratings
N/A
0 Ratings

Change management

2.8

N-able MSP Manager

28%

Spiceworks Help Desk

Feature Set Not Supported
N/A
N-able MSP Manager ranks higher in 2/2 features

Change calendar

1.0
10%
1 Rating
N/A
0 Ratings

Service-level management

4.5
45%
4 Ratings
N/A
0 Ratings

Self Help Community

N-able MSP Manager

Feature Set Not Supported
N/A
8.3

Spiceworks Help Desk

83%
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
7.9
79%
46 Ratings

Multi-Channel Help

N-able MSP Manager

Feature Set Not Supported
N/A
7.4

Spiceworks Help Desk

74%
Spiceworks Help Desk ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
7.9
79%
44 Ratings

IVR

N/A
0 Ratings
7.0
70%
9 Ratings

Social integration

N/A
0 Ratings
6.5
65%
25 Ratings

Email support

N/A
0 Ratings
8.8
88%
44 Ratings

Help Desk CRM integration

N/A
0 Ratings
6.9
69%
26 Ratings

Attribute Ratings

  • Spiceworks Help Desk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
8.7

Spiceworks Help Desk

87%
81 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
29 Ratings

Usability

N-able MSP Manager

N/A
0 Ratings
8.6

Spiceworks Help Desk

86%
8 Ratings

Availability

N-able MSP Manager

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
6 Ratings

Performance

N-able MSP Manager

N/A
0 Ratings
8.0

Spiceworks Help Desk

80%
2 Ratings

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
8.6

Spiceworks Help Desk

86%
49 Ratings

Implementation Rating

N-able MSP Manager

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
13 Ratings

Product Scalability

N-able MSP Manager

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
1 Rating

Likelihood to Recommend

N-able

It's a good company to grow with because as needs change there are more features available.
Read full review

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

N-able

  • Web Based
  • Automated Ticket creation
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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.
Read full review

Cons

N-able

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
Read full review

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.
Read full review

Pricing Details

N-able MSP Manager

Starting Price

Editions & Modules

N-able MSP Manager editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Spiceworks Help Desk

    Starting Price

    $0

    Editions & Modules

    Spiceworks Help Desk editions and modules pricing
    EditionModules
    All TiersFree1

    Footnotes

    1. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    N-able

    No answers on this topic

    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.
    Read full review

    Usability

    N-able

    No answers on this topic

    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
    Read full review

    Reliability and Availability

    N-able

    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.
    Read full review

    Support Rating

    N-able

    They're good at resolving issues when they arise.
    Read full review

    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.
    Read full review

    Implementation Rating

    N-able

    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
    Read full review

    Alternatives Considered

    N-able

    MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
    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.
    Read full review

    Return on Investment

    N-able

    • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
    • Searching for a ticket requires scrolling, wasting time
    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.
    Read full review

    Screenshots

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