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Top Rated
226 Ratings
68 Ratings
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Score 8.8 out of 100

Spiceworks Help Desk

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Top Rated
226 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

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

Feature Rating Comparison

Incident and problem management

ManageEngine ServiceDesk Plus
8.2
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
ManageEngine ServiceDesk Plus
8.9
Spiceworks Help Desk
8.9
Expert directory
ManageEngine ServiceDesk Plus
7.5
Spiceworks Help Desk
7.8
Service restoration
ManageEngine ServiceDesk Plus
9.0
Spiceworks Help Desk
Self-service tools
ManageEngine ServiceDesk Plus
7.8
Spiceworks Help Desk
Subscription-based notifications
ManageEngine ServiceDesk Plus
8.1
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
ManageEngine ServiceDesk Plus
8.8
Spiceworks Help Desk
8.3
ITSM reports and dashboards
ManageEngine ServiceDesk Plus
7.1
Spiceworks Help Desk
Ticket creation and submission
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
9.2
Ticket response
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
9.1

ITSM asset management

ManageEngine ServiceDesk Plus
7.3
Spiceworks Help Desk
Configuration mangement
ManageEngine ServiceDesk Plus
8.9
Spiceworks Help Desk
Asset management dashboard
ManageEngine ServiceDesk Plus
7.0
Spiceworks Help Desk
Policy and contract enforcement
ManageEngine ServiceDesk Plus
6.1
Spiceworks Help Desk

Change management

ManageEngine ServiceDesk Plus
8.5
Spiceworks Help Desk
Change requests repository
ManageEngine ServiceDesk Plus
8.9
Spiceworks Help Desk
Change calendar
ManageEngine ServiceDesk Plus
8.1
Spiceworks Help Desk
Service-level management
ManageEngine ServiceDesk Plus
8.5
Spiceworks Help Desk

Self Help Community

ManageEngine ServiceDesk Plus
Spiceworks Help Desk
8.7
External knowledge base
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
9.1
Internal knowledge base
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
8.3

Multi-Channel Help

ManageEngine ServiceDesk Plus
Spiceworks Help Desk
7.8
Customer portal
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
8.5
IVR
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
7.7
Social integration
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
7.2
Email support
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
8.6
Help Desk CRM integration
ManageEngine ServiceDesk Plus
Spiceworks Help Desk
7.0

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

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 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.
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 8.7
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
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 9.6
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.
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

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.
Miguel Nuñez | 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

Pricing Details

ManageEngine ServiceDesk Plus

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
  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

Spiceworks Help Desk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ManageEngine ServiceDesk Plus
9.0
Spiceworks Help Desk
8.8

Likelihood to Renew

ManageEngine ServiceDesk Plus
6.0
Spiceworks Help Desk
9.7

Usability

ManageEngine ServiceDesk Plus
8.0
Spiceworks Help Desk
8.7

Reliability and Availability

ManageEngine ServiceDesk Plus
Spiceworks Help Desk
10.0

Performance

ManageEngine ServiceDesk Plus
Spiceworks Help Desk
8.0

Support Rating

ManageEngine ServiceDesk Plus
9.6
Spiceworks Help Desk
8.6

Implementation Rating

ManageEngine ServiceDesk Plus
Spiceworks Help Desk
10.0

Scalability

ManageEngine ServiceDesk Plus
Spiceworks Help Desk
10.0

Add comparison