18 Ratings
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Score 8.7 out of 100
Top Rated
239 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Incident and problem management

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    8.5

    Spiceworks Help Desk

    85%
    Spiceworks Help Desk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    51 Ratings

    Expert directory

    N/A
    0 Ratings
    7.6
    76%
    44 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    39 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.2
    82%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.1
    91%
    51 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    50 Ratings

    Self Help Community

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    8.7

    Spiceworks Help Desk

    87%
    Spiceworks Help Desk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.9
    89%
    45 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.4
    84%
    45 Ratings

    Multi-Channel Help

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    7.5

    Spiceworks Help Desk

    75%
    Spiceworks Help Desk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.3
    83%
    43 Ratings

    IVR

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Social integration

    N/A
    0 Ratings
    6.6
    66%
    25 Ratings

    Email support

    N/A
    0 Ratings
    8.7
    87%
    44 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.9
    69%
    26 Ratings

    Attribute Ratings

    • Brand Embassy, now part of NICE inContact CXone is rated higher in 1 area: Support Rating
    • Spiceworks Help Desk is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Availability

    Likelihood to Recommend

    7.2

    Brand Embassy, now part of NICE inContact CXone

    72%
    11 Ratings
    8.8

    Spiceworks Help Desk

    88%
    80 Ratings

    Likelihood to Renew

    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings
    10.0

    Spiceworks Help Desk

    100%
    29 Ratings

    Usability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    8.5

    Spiceworks Help Desk

    85%
    8 Ratings

    Availability

    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings
    10.0

    Spiceworks Help Desk

    100%
    6 Ratings

    Performance

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    8.0

    Spiceworks Help Desk

    80%
    2 Ratings

    Support Rating

    9.1

    Brand Embassy, now part of NICE inContact CXone

    91%
    6 Ratings
    8.6

    Spiceworks Help Desk

    86%
    49 Ratings

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    13 Ratings

    Product Scalability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    1 Rating

    Likelihood to Recommend

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
    Milko Aritonoski | 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

    Pros

    Brand Embassy, now part of NICE inContact CXone

    • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
    • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
    • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
    Pavla Šedivá | 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

    Brand Embassy, now part of NICE inContact CXone

    • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
    • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
    Milica Isailovic | 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

    Pricing Details

    Brand Embassy, now part of NICE inContact CXone

    General

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

    Starting Price

    $39 per month

    Spiceworks Help Desk

    General

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

    Starting Price

    Likelihood to Renew

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 7.7
    Based on 5 answers
    I still use the platform:- its use is customer friendly- improves and speed up customer care on SM - improves speed and quality of internal processes/communication- monitor/measure all valuable metrics
    Michaela Havelková | TrustRadius Reviewer

    Spiceworks Help Desk

    Spiceworks Help Desk 10.0
    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

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    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

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 8.2
    Based on 2 answers
    No answer on this topic is available.

    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

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 9.1
    Based on 6 answers
    It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
    Milko Aritonoski | TrustRadius Reviewer

    Spiceworks Help Desk

    Spiceworks Help Desk 8.6
    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

    Brand Embassy, now part of NICE inContact CXone

    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

    Brand Embassy, now part of NICE inContact CXone

    Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
    Dušan Šimonovič | 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

    Brand Embassy, now part of NICE inContact CXone

    • + We can fully monitor every mention of our brand.
    • + We are able to respond faster and more accurately (thanks to customer history)
    • + As more employees can work all at once, we can solve more posts from different sources immediately.
    Ondřej Ullmann | 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

    Screenshots

    Brand Embassy, now part of NICE inContact CXone

    Spiceworks Help Desk

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