What users are saying about
81 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 81 reviews and ratings
Top Rated
240 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 240 reviews and ratings
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
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
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
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
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
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.

Verified User
Manager in Information Technology
Retail Company, 501-1000 employeesSpiceworks 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.
Director Of Information Technology and HIPAA Privacy Officer
Continuum of CareHospital & Health Care, 501-1000 employees
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.
IT Desktop Support Manager
Essex Property TrustReal Estate, 1001-5000 employees
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.
Software Support Specialist
Kerkering, Barberio & Co.Accounting, 51-200 employees
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

Verified User
Engineer in Information Technology
Aviation & Aerospace Company, 501-1000 employeesSpiceworks 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.

Verified User
Supervisor in Information Technology
Chemicals Company, 51-200 employeesPricing 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 |
- 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 Tiers | Free |
---|
- 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

Verified User
Manager in Information Technology
Higher Education Company, 1001-5000 employeesSpiceworks 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.
CISO (Chief Information Security Officer)
SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees
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.

Verified User
Analyst in Information Technology
Paper & Forest Products Company, 1001-5000 employeesSpiceworks 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
Systems Administrator
Withers & RavenelCivil Engineering, 51-200 employees
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.
Systems Administrator
Costa Del MarSporting Goods, 51-200 employees
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.

Verified User
Manager in Information Technology
Retail Company, 501-1000 employeesSpiceworks 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.

Verified User
Administrator in Information Technology
Retail Company, 201-500 employeesImplementation 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
Systems Analyst II
ClaycoConstruction, 501-1000 employees
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.
IT Security Manager
NAPArchitecture & Planning, 5001-10,000 employees
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.
Ruby on Rails Developer
Chunch.esInformation Technology & Services, 1-10 employees
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).

Verified User
Administrator in Information Technology
Information Technology and Services Company, 1001-5000 employeesSpiceworks 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.
President
Geeks-r-Us, Inc.Computer & Network Security, 1-10 employees