ManageEngine ServiceDesk Plus vs Spiceworks Help Desk | TrustRadius

What users are saying about

Score 8.8 out of 10

Based on 68 reviews and ratings

Score 8.7 out of 10

Based on 226 reviews and ratings

Feature Rating Comparison

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

Configuration mangement

Asset management dashboard

Policy and contract enforcement

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

Change requests repository

Change calendar

Service-level management

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

External knowledge base

Internal knowledge base

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Norman Chambers

IT Desktop Support Manager

Essex Property TrustReal Estate, 1001-5000 employees

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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.

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Software Support Specialist

Kerkering, Barberio & Co.Accounting, 51-200 employees

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Cons

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

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Verified User

Engineer in Information Technology

Aviation & Aerospace Company, 501-1000 employees

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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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Verified User

Supervisor in Information Technology

Chemicals Company, 51-200 employees

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Likelihood to Renew

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

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Verified User

Manager in Information Technology

Higher Education Company, 1001-5000 employees

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Spiceworks Help Desk 9.7

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.

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CISO (Chief Information Security Officer)

SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees

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Usability

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.

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Verified User

Analyst in Information Technology

Paper & Forest Products Company, 1001-5000 employees

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Spiceworks Help Desk 8.7

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

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Systems Administrator

Withers & RavenelCivil Engineering, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Systems Administrator

Costa Del MarSporting Goods, 51-200 employees

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Support Rating

ManageEngine ServiceDesk Plus 9.6

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.

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Verified User

Manager in Information Technology

Retail Company, 501-1000 employees

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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.

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Verified User

Administrator in Information Technology

Retail Company, 201-500 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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

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Jennifer Metcalf

Systems Analyst II

ClaycoConstruction, 501-1000 employees

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Alternatives Considered

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.

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Corporate Informations and Technology Manager

GB Advisors, Inc.Automotive, 201-500 employees

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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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Héctor Aguilar

Ruby on Rails Developer

Chunch.esInformation Technology & Services, 1-10 employees

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Return on Investment

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).

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Verified User

Administrator in Information Technology

Information Technology and Services Company, 1001-5000 employees

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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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President

Geeks-r-Us, Inc.Computer & Network Security, 1-10 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

ManageEngine ServiceDesk Plus Editions & Modules

Edition

Standard	$10.00¹
Professional	$21.00¹
Enterprise	$50.00¹

Starting Price Per Month

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Spiceworks Help Desk Editions & Modules

—

Additional Pricing Details

—

Rating Summary

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

ManageEngine ServiceDesk Plus

Spiceworks Help Desk

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