81 Ratings
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Score 8.7 out of 100
Top Rated
240 Ratings
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Score 8.7 out of 100

Feature Set Ratings

  • ManageEngine ServiceDesk Plus ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.8

ManageEngine ServiceDesk Plus

88%
8.1

Spiceworks Help Desk

81%
ManageEngine ServiceDesk Plus ranks higher in 7/9 features

Organize and prioritize service tickets

9.4
94%
21 Ratings
8.4
84%
52 Ratings

Expert directory

8.7
87%
14 Ratings
7.2
72%
45 Ratings

Service restoration

9.7
97%
16 Ratings
N/A
0 Ratings

Self-service tools

8.1
81%
19 Ratings
N/A
0 Ratings

Subscription-based notifications

8.7
87%
15 Ratings
7.8
78%
40 Ratings

ITSM collaboration and documentation

8.7
87%
17 Ratings
7.8
78%
43 Ratings

ITSM reports and dashboards

8.3
83%
19 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.8
88%
52 Ratings

Ticket response

N/A
0 Ratings
8.7
87%
51 Ratings

ITSM asset management

8.7

ManageEngine ServiceDesk Plus

87%

Spiceworks Help Desk

Feature Set Not Supported
N/A
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Configuration mangement

9.0
90%
15 Ratings
N/A
0 Ratings

Asset management dashboard

8.5
85%
15 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.6
86%
11 Ratings
N/A
0 Ratings

Change management

9.3

ManageEngine ServiceDesk Plus

93%

Spiceworks Help Desk

Feature Set Not Supported
N/A
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Change requests repository

9.1
91%
16 Ratings
N/A
0 Ratings

Change calendar

9.5
95%
12 Ratings
N/A
0 Ratings

Service-level management

9.2
92%
15 Ratings
N/A
0 Ratings

Self Help Community

ManageEngine ServiceDesk Plus

Feature Set Not Supported
N/A
8.5

Spiceworks Help Desk

85%
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
8.1
81%
46 Ratings

Multi-Channel Help

ManageEngine ServiceDesk Plus

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
8.1
81%
44 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

  • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Spiceworks Help Desk is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.3

ManageEngine ServiceDesk Plus

93%
21 Ratings
8.7

Spiceworks Help Desk

87%
81 Ratings

Likelihood to Renew

6.0

ManageEngine ServiceDesk Plus

60%
1 Rating
10.0

Spiceworks Help Desk

100%
29 Ratings

Usability

8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings
8.6

Spiceworks Help Desk

86%
8 Ratings

Availability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
6 Ratings

Performance

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.0

Spiceworks Help Desk

80%
2 Ratings

Support Rating

9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings
8.6

Spiceworks Help Desk

86%
49 Ratings

Implementation Rating

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
13 Ratings

Product Scalability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
1 Rating

Likelihood to Recommend

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | 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

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | 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

ManageEngine ServiceDesk Plus

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
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

Pricing Details

ManageEngine ServiceDesk Plus

General

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

Starting Price

$10 Starting Price Per Month

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Spiceworks Help Desk

General

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

Starting Price

$0

Spiceworks Help Desk Editions & Modules

Edition
All TiersFree
  1. none
Additional Pricing Details

Likelihood to Renew

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
Anonymous | 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

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
Anonymous | TrustRadius Reviewer

Spiceworks Help Desk

Spiceworks Help Desk 8.6
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

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

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

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.1
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | 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

ManageEngine ServiceDesk Plus

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

ManageEngine ServiceDesk Plus

ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.
Zuhair Hasan | 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

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
Anonymous | 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

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