What users are saying about
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Top Rated
193 Ratings
29 Ratings
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Score 7.9 out of 101

Spiceworks

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Top Rated
193 Ratings
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Score 8.4 out of 101

Likelihood to Recommend

SolarWinds Web Help Desk

One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.
Eric Krueger profile photo

Spiceworks

Spiceworks is just a suited well to the startup that has a very small budget to the Information Technology Juggernaut that has a multi-billion dollar budget. It is not suited for an IT department that is not used to doing some troubleshooting on enterprise level software. Spiceworks can probably do what you need, but it might take you a while to set it up.
Michael Timms profile photo

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk
9.5
Spiceworks
8.2
Organize and prioritize service tickets
SolarWinds Web Help Desk
9.6
Spiceworks
7.9
Expert directory
SolarWinds Web Help Desk
9.3
Spiceworks
7.7
Subscription-based notifications
SolarWinds Web Help Desk
9.8
Spiceworks
8.2
ITSM collaboration and documentation
SolarWinds Web Help Desk
9.3
Spiceworks
7.6
Ticket creation and submission
SolarWinds Web Help Desk
10.0
Spiceworks
8.7
Ticket response
SolarWinds Web Help Desk
10.0
Spiceworks
8.9

Self Help Community

SolarWinds Web Help Desk
10.0
Spiceworks
8.4
Internal knowledge base
SolarWinds Web Help Desk
10.0
Spiceworks
7.9
External knowledge base
SolarWinds Web Help Desk
Spiceworks
9.0

Multi-Channel Help

SolarWinds Web Help Desk
10.0
Spiceworks
8.3
Customer portal
SolarWinds Web Help Desk
10.0
Spiceworks
8.5
Email support
SolarWinds Web Help Desk
10.0
Spiceworks
8.9
IVR
SolarWinds Web Help Desk
Spiceworks
8.9
Social integration
SolarWinds Web Help Desk
Spiceworks
7.7
Help Desk CRM integration
SolarWinds Web Help Desk
Spiceworks
7.6

Pros

SolarWinds Web Help Desk

  • Tracks tickets by user, department, and issue.
  • Keeps track of assets. E.g. desktops and servers. This feature is great. You don't have to run around looking for the location of an asset.
  • Able to customize and run reports to show activity on employees, departments, or specific issues within the organization
  • Able to locate a previous ticket, see what resolution it had, and use that on future tickets.
  • Able to add Work schedule and vacation options so tickets go the backup tech.
No photo available

Spiceworks

  • Monitor devices. it collect all devices using ip address.
  • Monitor application licenses.
  • It shows everything at a glance.
Iain Young profile photo

Cons

SolarWinds Web Help Desk

  • You're not able to make the Lead technician have a secondary email, so that when a ticket is open the manager also receives the email alert that a ticket has been opened.
  • Not able to have one then one lead tech.
  • Not able to add breaks and lunch schedule so that when the lead tech is away on break the tickets go to the backup tech
No photo available

Spiceworks

  • At times the network tool can be frustrating, but that just shows me I need to do work on my end
  • Desktop application can be slow to open at times from machine holding DB, this has been an ongoing issue with IE, ok with chrome
  • For a free software there is very little to complain about
No photo available

Likelihood to Renew

SolarWinds Web Help Desk

SolarWinds Web Help Desk 7.2
Based on 2 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo profile photo

Spiceworks

Spiceworks 7.0
Based on 26 answers
I am happy with the product. It meets all the features I need and it even has additional ones I don't. For the support you get from the forums and for the cost (free) I don't think you can beat the system and the advertising is not as intrusive as I thought it would be and that was my main issue when I first installed it. I thought that because it is free it would be filled with ads and basically work as adware
Mitch Tuckness profile photo

Usability

SolarWinds Web Help Desk

SolarWinds Web Help Desk 7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo profile photo

Spiceworks

Spiceworks 8.0
Based on 5 answers
What's not to like? Does a great job and you can't beat the price.
Patrick Yeager profile photo

Reliability and Availability

SolarWinds Web Help Desk

No score
No answers yet
No answers on this topic

Spiceworks

Spiceworks 10.0
Based on 3 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 profile photo

Support

SolarWinds Web Help Desk

SolarWinds Web Help Desk 7.0
Based on 1 answer
We've only had a few issues with Web Help Desk, and every time we have contacted SolarWinds they have given us excellent service. We had a problem where Database backups clogged the hard drive and prevented the server from starting back up (which was a critical issue). SolarWinds contacted me in less than 15 minutes after putting in a ticket and the representative was friendly, knowledgeable, and willing to explain best practices to help prevent this from happening again.They get a 7 because once during initial setup we were encountering problems with SSL certificates in Tomcat and the answer they provided us was a little less than satisfactory. We have our SSL certificates issued primarily as Windows PFX/PKC12, and Tomcat only accepts JKS. We were trying to get help on the conversion and SolarWinds kind of left us in a lurch. Thankfully, some people in the support forums had a solution and were able to help us out.
Michael Santangelo profile photo

Spiceworks

Spiceworks 9.9
Based on 7 answers
The Spiceworks support team is top-notch for a free product. I will give them that
A.J. Stringham profile photo

Implementation

SolarWinds Web Help Desk

SolarWinds Web Help Desk 8.0
Based on 1 answer
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo profile photo

Spiceworks

Spiceworks 8.0
Based on 5 answers
The fact that it cannot use Microsoft SQL for its db, but instead it self-installs it own little SQL lite. This makes it difficult for us to use it with our primary reporting server/service.
No photo available

Alternatives Considered

SolarWinds Web Help Desk

UI overall was poorly implemented and work flow seemed wonky at best. Ease of use of SolarWinds Web Help Desk was simple and implementation was a breeze. Major plus was asset tracking over old product.
Michael Chelone profile photo

Spiceworks

Formstack was used prior to my start and it was not effective. Spiceworks has been the only product I have used in the last 3 years. It is cost effective, easy to set up and is loaded with features for the price (free). The inventory feature allows you to build device and user history that helps support management. Can't beat it for the price for a small organization.
Laurance J. Specht profile photo

Return on Investment

SolarWinds Web Help Desk

  • Ticket lifetime was cut down significantly because of reminders programmed into specific ticket types.
  • The asset management was useful, however it was replaced by other tools like LanSweeper for computers, phones, and printers.
  • It allowed us to track inventory that had been lent out to specific employees. Something we would usually only have Outlook tasks to track.
Zachary Estevez profile photo

Spiceworks

  • No need to buy complex solutions (for now).
  • Quickly generated reports.
  • Extremely fast to run and start utilization in our environment.
No photo available

Screenshots

Spiceworks

Pricing Details

SolarWinds Web Help Desk

General

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

Spiceworks

General

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

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