What users are saying about
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Top Rated
204 Ratings
34 Ratings
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Score 8 out of 100

Spiceworks

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Top Rated
204 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

SolarWinds Web Help Desk (WHD)

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 | TrustRadius Reviewer

Spiceworks

Spiceworks is well suited for Information Technology departments who have a limited budget. The free version of this software is one of the best tools to help a security practitioner perform a risk analysis on their network. Other similar tools that are free are limited in the IP ranges that they can scan, but not Spiceworks. I can scan several subnets with this tool. Another cool feature is that I don't have to visit each workstation on our network to obtain information about it. Spiceworks gives me all the information I need right at my own desktop. Spiceworks is well suited for small IT shops and small security departments. Other tools of this capability will cost you thousands
BART HUNTER | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk (WHD)
9.5
Spiceworks
8.6
Organize and prioritize service tickets
SolarWinds Web Help Desk (WHD)
9.6
Spiceworks
8.7
Expert directory
SolarWinds Web Help Desk (WHD)
9.5
Spiceworks
8.2
Subscription-based notifications
SolarWinds Web Help Desk (WHD)
9.6
Spiceworks
8.4
ITSM collaboration and documentation
SolarWinds Web Help Desk (WHD)
9.1
Spiceworks
8.1
Ticket creation and submission
SolarWinds Web Help Desk (WHD)
9.3
Spiceworks
9.2
Ticket response
SolarWinds Web Help Desk (WHD)
9.1
Spiceworks
9.2

Self Help Community

SolarWinds Web Help Desk (WHD)
8.4
Spiceworks
8.7
External knowledge base
SolarWinds Web Help Desk (WHD)
7.6
Spiceworks
9.2
Internal knowledge base
SolarWinds Web Help Desk (WHD)
9.2
Spiceworks
8.3

Multi-Channel Help

SolarWinds Web Help Desk (WHD)
8.2
Spiceworks
8.4
Customer portal
SolarWinds Web Help Desk (WHD)
8.7
Spiceworks
8.8
Social integration
SolarWinds Web Help Desk (WHD)
6.6
Spiceworks
8.0
Email support
SolarWinds Web Help Desk (WHD)
8.6
Spiceworks
8.6
Help Desk CRM integration
SolarWinds Web Help Desk (WHD)
8.8
Spiceworks
7.8
IVR
SolarWinds Web Help Desk (WHD)
Spiceworks
9.0

Pros

SolarWinds Web Help Desk (WHD)

  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
John Mahlman IV | TrustRadius Reviewer

Spiceworks

  • Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
  • Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
  • Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Andrew Shannon | TrustRadius Reviewer

Cons

SolarWinds Web Help Desk (WHD)

  • Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
  • Intermittent UI bugs (e.g.: fields disappear until page refreshes)
  • AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
  • Reports can be tricky to write
Michael Santangelo | TrustRadius Reviewer

Spiceworks

  • As a user, I would like to have a login where I can track my specific requests in one place
  • We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
Anonymous | TrustRadius Reviewer

Likelihood to Renew

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 9.1
Based on 3 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 | TrustRadius Reviewer

Spiceworks

Spiceworks 8.6
Based on 28 answers
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free
Chris Johnson | TrustRadius Reviewer

Usability

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 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 | TrustRadius Reviewer

Spiceworks

Spiceworks 10.0
Based on 6 answers
1. Its free.2. Its easy to install.3. You can have it up and running in under 1-hour.4. You get dashboards that are easy to read so you know the state of your network.5. You can create your own reports and not just the ones already installed.6. Excellent tool for network administrators and security practitioners.7. Did I mention that its free?
BART HUNTER | TrustRadius Reviewer

Reliability and Availability

SolarWinds Web Help Desk (WHD)

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 | TrustRadius Reviewer

Support Rating

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.5
Based on 8 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | TrustRadius Reviewer

Spiceworks

Spiceworks 8.6
Based on 24 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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 2 answers
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 | TrustRadius Reviewer

Spiceworks

Spiceworks 10.0
Based on 6 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

SolarWinds Web Help Desk (WHD)

From a quality and use standpoint, they leave ALL of them in the dust. As far as support is concerned, they are faster and more accurate at resolving issues. Their software goes in easily, and functions as it is supposed to with minimal problems. And, as I have said before, their support is easy to reach and fast to resolve issues.
Marc Shaffer | TrustRadius Reviewer

Spiceworks

I've used a specialized home based Notes database system prior to Spiceworks. That system was a kludge and outgrew what it originally was supposed to be. We had to make things work in it. Spiceworks is a generic system that while basic allows you to track your issues. It's a good system to use for a small shop.
Andrew Murphy | TrustRadius Reviewer

Return on Investment

SolarWinds Web Help Desk (WHD)

  • Faster service when it comes to fixing issues.
  • Able to go back on tickets and see what was previously done on repeated issues.
  • Self serves help desk. The employee can open and close their own request and add as much detail as needed to their ticket. No need to call in and have someone open a ticket for you.
Anonymous | TrustRadius Reviewer

Spiceworks

  • Spcieworks has saved me time looking for certain machines that might be online—positive.
  • Spiceworks is free, so I am able to manage my inventory for no cost —positive.
  • I can quickly look up what computer a user is logged into when troubleshooting over the phone. This is priceless—positive.
Michael Timms | TrustRadius Reviewer

Screenshots

Spiceworks

Pricing Details

SolarWinds Web Help Desk (WHD)

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

Rating Summary

Likelihood to Recommend

SolarWinds Web Help Desk (WHD)
9.2
Spiceworks
8.7

Likelihood to Renew

SolarWinds Web Help Desk (WHD)
9.1
Spiceworks
8.6

Usability

SolarWinds Web Help Desk (WHD)
7.1
Spiceworks
10.0

Reliability and Availability

SolarWinds Web Help Desk (WHD)
Spiceworks
10.0

Performance

SolarWinds Web Help Desk (WHD)
Spiceworks
8.0

Support Rating

SolarWinds Web Help Desk (WHD)
8.5
Spiceworks
8.6

Implementation Rating

SolarWinds Web Help Desk (WHD)
8.0
Spiceworks
10.0

Scalability

SolarWinds Web Help Desk (WHD)
Spiceworks
10.0

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