What users are saying about
83 Ratings
Top Rated
240 Ratings
83 Ratings
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Score 7.8 out of 100
Top Rated
240 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Incident and problem management

    N-able RMM

    Feature Set Not Supported
    N/A
    7.9

    Spiceworks Help Desk

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

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.2
    82%
    52 Ratings

    Expert directory

    N/A
    0 Ratings
    7.0
    70%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    40 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.5
    75%
    43 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

    Self Help Community

    N-able RMM

    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 RMM

    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

    • N-able RMM is rated higher in 1 area: Usability
    • Spiceworks Help Desk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.4

    N-able RMM

    64%
    28 Ratings
    8.7

    Spiceworks Help Desk

    87%
    81 Ratings

    Likelihood to Renew

    N-able RMM

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    29 Ratings

    Usability

    9.4

    N-able RMM

    94%
    2 Ratings
    8.6

    Spiceworks Help Desk

    86%
    8 Ratings

    Availability

    N-able RMM

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    6 Ratings

    Performance

    N-able RMM

    N/A
    0 Ratings
    8.0

    Spiceworks Help Desk

    80%
    2 Ratings

    Support Rating

    7.2

    N-able RMM

    72%
    2 Ratings
    8.6

    Spiceworks Help Desk

    86%
    49 Ratings

    Implementation Rating

    N-able RMM

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    13 Ratings

    Product Scalability

    N-able RMM

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    1 Rating

    Likelihood to Recommend

    N-able

    SolarWinds patch management has had issues over the years. Sometimes requiring manual intervention to get resolved. The UI [with N-able RMM (formerly Solarwinds RMM)] makes it easy to see status of systems and identify any alerts easily. Remotely monitoring the status of servers/computers. Managing the systems, patching, systems maintenance and remote support.
    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.
    Read full review

    Pros

    N-able

    • It provides fantastic remote access capabilities. The Take Control tool gives us a robust platform that is capable of remote controlling almost any endpoint we need to and the chat, file transfer, and screen recording tools are all exceptionally useful.
    • SolarWinds RMM is particularly useful as a single pane of glass solution that allows us to monitor and manage thousands of endpoints across dozens of different clients. It does a solid job of allowing us to sort, organize, and filter based off of who and what we want to see at any given time.
    • Due to its client based nature, the platform excels at in-depth monitoring of services, event logs, and the functionality of systems with custom script checks.
    Read full review

    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

    • UI speed and threading across multiple windows (1 window refreshing, causes all refreshes to hang).
    • Load times in certain menus, regardless of server specs.
    • Integration with 3rd party applications.
    • Speed of dev team response in regards to existing features malfunctioning, or major bugs that Solarwinds does not consider major.
    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 RMM

    Starting Price

    Editions & Modules

    N-able RMM 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

      The interface is easy to navigate. Setting up policies is straight forward. The antivirus and web filter are simple and exceptions are easy to make. Upgrading the agent is made simple and creating scripts is made fool proof. (Well, almost)
      Read full review

      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

      The ease of use, full functionality, reliability and excellent support.[N-able RMM (formerly Solarwinds RMM)] gives users a full suite of tools with a single installable file. Unlike standard tools, you don't have to install several different executables to be able to have fully protected end points.
      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

      SolarWinds definitely is the the most ready out of the box as far as getting is up and running and you can start using it where other system go from need ing a little setup like importing MIBS to completely needing to configure the system. As far a performance once things are up and working I feel they all do a good job at basic monitoring and management. The difference is that SolarWinds does a good job at having things templated but allows you to customize some attributes. If you are want to make major customization for alerts and monitoring and other things SolarWinds is not the best option. But, then again, you will not need a team just to manage the system.
      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

      • The ROI is immediate for us. The advanced alerting alone makes this product an ace in our bag. The confidence you have in your network is wonderful.
      • Another big ROI we get from the advanced alerting is the peace of mind that our engineers feel. We are a 24/7 shop, so being on-call goes from being hectic to extremely manageable.
      • The only negative I can honestly say is when the time comes to patch the product. Micro-patches are easy enough, but jumping versions can be a bit taxing.
      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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