ManageEngine ServiceDesk Plus vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Spiceworks Help Desk
Score 8.2 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Editions & Modules
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
All Tiers
Free
Offerings
Pricing Offerings
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Considered Both Products
ManageEngine ServiceDesk Plus
Chose ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk just had the right combination of features available that our business required, and a more reasonable price than some of the other products that were looked at.
Chose ManageEngine ServiceDesk Plus
Spiceworks was free and was not a good looking interface. With ServiceDesk Plus we are able to brand it specifically for our company.
Chose ManageEngine ServiceDesk Plus
We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus …
Chose ManageEngine ServiceDesk Plus
Just ended up being the winner of the tortoise race. Showed the most promise but costs to fulfill those promises made it fall short of expectations.
Spiceworks Help Desk
Chose Spiceworks Help Desk
Based on pervious experience with different solutions we were reviewing BMC Track-It, ManageEngine ServiceDesk Plus and a few less common solutions. We were comparing needed functionality vs deployment process vs price.
Spiceworks won based on two of three points.
Chose Spiceworks Help Desk
Spiceworks has all of the features we would require. It matched up well in features and definitely price!
Top Pros
Top Cons
Features
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.9
19 Ratings
8% above category average
Spiceworks Help Desk
7.7
54 Ratings
2% below category average
Organize and prioritize service tickets10.019 Ratings7.653 Ratings
Expert directory9.012 Ratings5.846 Ratings
Service restoration10.014 Ratings00 Ratings
Self-service tools8.017 Ratings00 Ratings
Subscription-based notifications9.013 Ratings7.541 Ratings
ITSM collaboration and documentation7.015 Ratings6.644 Ratings
ITSM reports and dashboards9.017 Ratings00 Ratings
Ticket creation and submission00 Ratings9.553 Ratings
Ticket response00 Ratings9.252 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.7
14 Ratings
5% above category average
Spiceworks Help Desk
-
Ratings
Configuration mangement8.013 Ratings00 Ratings
Asset management dashboard9.013 Ratings00 Ratings
Policy and contract enforcement9.09 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
9.7
15 Ratings
14% above category average
Spiceworks Help Desk
-
Ratings
Change requests repository9.014 Ratings00 Ratings
Change calendar10.010 Ratings00 Ratings
Service-level management10.013 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ManageEngine ServiceDesk Plus
-
Ratings
Spiceworks Help Desk
7.4
51 Ratings
4% below category average
External knowledge base00 Ratings8.947 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ManageEngine ServiceDesk Plus
-
Ratings
Spiceworks Help Desk
5.2
51 Ratings
38% below category average
Customer portal00 Ratings6.045 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.026 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Likelihood to Recommend
9.0
(19 ratings)
8.9
(82 ratings)
Likelihood to Renew
6.0
(1 ratings)
10.0
(29 ratings)
Usability
8.0
(3 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
9.0
(3 ratings)
8.7
(26 ratings)
Implementation Rating
-
(0 ratings)
10.0
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
ManageEngine ServiceDesk PlusSpiceworks Help Desk
Likelihood to Recommend
ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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.
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Likelihood to Renew
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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
Read full review
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.
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Usability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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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
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Reliability and Availability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Support Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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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.
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Implementation Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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
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Alternatives Considered
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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.
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Return on Investment
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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.
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ScreenShots