What users are saying about
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Top Rated
226 Ratings

Spiceworks Help Desk

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Top Rated
226 Ratings
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Score 8.7 out of 100
332 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

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

Splunk Enterprise

Pros: Splunk is very well suited if you have multiple log sources of related data. All of them can be correlated and tasks can be automated based on the requirement. Other than alerts, Splunk can also run a specific script of your choice, based on some defined conditions. Cons: If you have a few logs but a large number of log sources, Splunk can be very expensive.
Kuntal Das | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Spiceworks Help Desk
8.6
Splunk Enterprise
Organize and prioritize service tickets
Spiceworks Help Desk
8.9
Splunk Enterprise
Expert directory
Spiceworks Help Desk
7.8
Splunk Enterprise
Subscription-based notifications
Spiceworks Help Desk
8.2
Splunk Enterprise
ITSM collaboration and documentation
Spiceworks Help Desk
8.3
Splunk Enterprise
Ticket creation and submission
Spiceworks Help Desk
9.2
Splunk Enterprise
Ticket response
Spiceworks Help Desk
9.1
Splunk Enterprise

Self Help Community

Spiceworks Help Desk
8.7
Splunk Enterprise
External knowledge base
Spiceworks Help Desk
9.1
Splunk Enterprise
Internal knowledge base
Spiceworks Help Desk
8.3
Splunk Enterprise

Multi-Channel Help

Spiceworks Help Desk
7.8
Splunk Enterprise
Customer portal
Spiceworks Help Desk
8.5
Splunk Enterprise
IVR
Spiceworks Help Desk
7.7
Splunk Enterprise
Social integration
Spiceworks Help Desk
7.2
Splunk Enterprise
Email support
Spiceworks Help Desk
8.6
Splunk Enterprise
Help Desk CRM integration
Spiceworks Help Desk
7.0
Splunk Enterprise

Security Information and Event Management (SIEM)

Spiceworks Help Desk
Splunk Enterprise
9.1
Centralized event and log data collection
Spiceworks Help Desk
Splunk Enterprise
9.7
Correlation
Spiceworks Help Desk
Splunk Enterprise
9.2
Event and log normalization/management
Spiceworks Help Desk
Splunk Enterprise
9.3
Deployment flexibility
Spiceworks Help Desk
Splunk Enterprise
8.7
Integration with Identity and Access Management Tools
Spiceworks Help Desk
Splunk Enterprise
8.6
Custom dashboards and workspaces
Spiceworks Help Desk
Splunk Enterprise
9.2
Host and network-based intrusion detection
Spiceworks Help Desk
Splunk Enterprise
8.8

Pros

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

Splunk Enterprise

  • Real-time + Scheduled alerts - i-e you can set up alerts which are actively monitoring your logs
  • Pretty good response time for search results. With our key/value logging, Splunk makes it blazing fast to query the data.
  • Dashboards provide insights into historical data
  • Love how Splunk indexes all of the data and provides keys to search on
Pooja Gada | TrustRadius Reviewer

Cons

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

Splunk Enterprise

  • At times some queries can run slowly if indices are not on a portion of the query you use.
  • Setup time initially can be difficult if your logs aren't stored in common locations or in a common way to write the log.
  • Ability to ingest logs from different locations without having to change code to put logs in a certain place (pro and con).
  • Searches can be a bit more difficult to look through if your log isn't pulled in a manner that is easy to read through splunk.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Splunk Enterprise

Splunk Enterprise 10.0
Based on 17 answers
We are using Splunk extensively in our projects and we have recently upgraded to Splunk version 6.0 which is quite efficient and giving expected results. We keep track of updates and new features Splunk introduces periodically and try to introduce those features in our day to day activities for improvement in our reporting system and other tasks.
Anonymous | TrustRadius Reviewer

Usability

Spiceworks 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
Chris Johnson | TrustRadius Reviewer

Splunk Enterprise

Splunk Enterprise 9.0
Based on 3 answers
You can literally throw in a single word into Splunk and it will pull back all instances of that word across all of your logs for the time span you select (provided you have permission to see that data). We have several users who have taken a few of the free courses from Splunk that are able to pull data out of it everyday with little help at all.
Kenneth Taitingfong | TrustRadius Reviewer

Reliability and Availability

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

Splunk Enterprise

Splunk Enterprise 10.0
Based on 1 answer
When properly setup and configured, Splunk is extremely reliable.
Anonymous | TrustRadius Reviewer

Support Rating

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

Splunk Enterprise

Splunk Enterprise 8.4
Based on 27 answers
Splunk maintains a well resourced support system that has been consistent since we purchased the product. They help out in a timely manner and provide expert level information as needed. We typically open cases online and communicate when possible via e-mail and are able to resolve most issues with that method.
Anonymous | TrustRadius Reviewer

Implementation Rating

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

Splunk Enterprise

Splunk Enterprise 9.0
Based on 3 answers
Smooth without too many major issues.
Anonymous | TrustRadius Reviewer

Alternatives Considered

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

Splunk Enterprise

I wanted to learn a new language that I can quickly master and implement. Splunk is easy, fun to use and best of all, it can be developed in hours not days or weeks. Splunk is fundamentally a programming language that is minimal but yet powerful enough to collect, analyze and visualize data.
Anonymous | TrustRadius Reviewer

Scalability

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 1 answer
No answer on this topic is available.

Splunk Enterprise

Splunk Enterprise 9.1
Based on 1 answer
Splunk can scale in to the petabyte per day range which of course is awesome
Rick Yetter | TrustRadius Reviewer

Return on Investment

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

Splunk Enterprise

  • Overall very positive. It has provided visibility to what is going on within our network.
  • One drawback is the time it takes to get up to speed with the application, but this is up to the user, and Splunk education is excellent.
  • In my field, IT Security, there are few other friends to have in your back pocket better than Splunk. They are just that good.
Anonymous | TrustRadius Reviewer

Pricing Details

Spiceworks Help Desk

General

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

Splunk Enterprise

General

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

Rating Summary

Likelihood to Recommend

Spiceworks Help Desk
8.8
Splunk Enterprise
9.2

Likelihood to Renew

Spiceworks Help Desk
9.7
Splunk Enterprise
10.0

Usability

Spiceworks Help Desk
8.6
Splunk Enterprise
9.0

Reliability and Availability

Spiceworks Help Desk
10.0
Splunk Enterprise
10.0

Performance

Spiceworks Help Desk
8.0
Splunk Enterprise

Support Rating

Spiceworks Help Desk
8.6
Splunk Enterprise
8.4

Implementation Rating

Spiceworks Help Desk
10.0
Splunk Enterprise
9.0

Scalability

Spiceworks Help Desk
10.0
Splunk Enterprise
9.1

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