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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Spiceworks Cloud Help Desk

    Score8.2 out of 10
    N/ASpiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.

    $0

    (free for 1-5 Seats)

    Spotlight

    Score8 out of 10
    N/ASpotlight from Quest Software is a database performance monitoring option.N/A
    Pricing
    Spiceworks Cloud Help DeskSpotlight
    Editions & Modules
    Core Plan
    $0
    Premium
    $6
    per month per user
    No answers on this topic
    Offerings
    Pricing Offerings
    Spiceworks Cloud Help DeskSpotlight
    Free Trial
    NoNo
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Spiceworks Cloud Help DeskSpotlight
    Considered Both Products
    Spiceworks Ziff Davis
    No answer on this topic
    Quest Software
    No answer on this topic
    Key User Insights
    Would buy again
    97%
    Would buy again
    35 Answers
    No answers on this topic
    Delivers good value for the price
    100%
    Delivers good value for the price
    35 Answers
    No answers on this topic
    Happy with the feature set
    94%
    Happy with the feature set
    34 Answers
    No answers on this topic
    Lived up to sales and marketing promises
    100%
    Lived up to sales and marketing promises
    27 Answers
    No answers on this topic
    Implementation went as expected
    100%
    Implementation went as expected
    31 Answers
    No answers on this topic
    Features
    Spiceworks Cloud Help DeskSpotlight
    Incident and problem management
    Comparison of Incident and problem management features of Spiceworks Cloud Help Desk and Spotlight
    Feature
    Spiceworks Cloud Help Desk
    8.1
    56 Ratings
    1% below category average
    Spotlight
    -
    Ratings
    Organize and prioritize service tickets8.855 Ratings00 Ratings
    Expert directory5.548 Ratings00 Ratings
    Subscription-based notifications4.943 Ratings00 Ratings
    ITSM collaboration and documentation9.346 Ratings00 Ratings
    Ticket creation and submission10.055 Ratings00 Ratings
    Ticket response10.054 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Spiceworks Cloud Help Desk and Spotlight
    Feature
    Spiceworks Cloud Help Desk
    9.5
    53 Ratings
    17% above category average
    Spotlight
    -
    Ratings
    External knowledge base9.549 Ratings00 Ratings
    Internal knowledge base9.549 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Spiceworks Cloud Help Desk and Spotlight
    Feature
    Spiceworks Cloud Help Desk
    8.7
    53 Ratings
    8% above category average
    Spotlight
    -
    Ratings
    Customer portal9.847 Ratings00 Ratings
    IVR4.512 Ratings00 Ratings
    Social integration9.028 Ratings00 Ratings
    Email support10.047 Ratings00 Ratings
    Help Desk CRM integration10.029 Ratings00 Ratings
    SQL Performance Monitoring
    Comparison of SQL Performance Monitoring features of Spiceworks Cloud Help Desk and Spotlight
    Feature
    Spiceworks Cloud Help Desk
    -
    Ratings
    Spotlight
    7.7
    3 Ratings
    6% below category average
    Performance dashboard00 Ratings8.83 Ratings
    Intelligent alerting00 Ratings8.03 Ratings
    Top SQL00 Ratings6.62 Ratings
    Historical trend data00 Ratings8.02 Ratings
    Virtualization support00 Ratings7.02 Ratings
    Best Alternatives
    Spiceworks Cloud Help DeskSpotlight
    Small Businesses
    Help Scout
    Score9.3 out of 10
    No answers on this topic
    Medium-sized Companies
    LiveAgent
    Score8.8 out of 10
    SolarWinds SQL Sentry
    Score10 out of 10
    Enterprises
    Front
    Score9.2 out of 10
    SolarWinds SQL Sentry
    Score10 out of 10
    All AlternativesView all alternativesView all alternatives
    User Ratings
    Spiceworks Cloud Help DeskSpotlight
    Likelihood to Recommend
    10.0
    (84 ratings)
    8.0
    (4 ratings)
    Likelihood to Renew
    10.0
    (29 ratings)
    -
    (0 ratings)
    Usability
    9.8
    (10 ratings)
    8.0
    (1 ratings)
    Availability
    10.0
    (3 ratings)
    -
    (0 ratings)
    Performance
    8.0
    (1 ratings)
    -
    (0 ratings)
    Support Rating
    8.7
    (26 ratings)
    8.8
    (2 ratings)
    Implementation Rating
    10.0
    (7 ratings)
    -
    (0 ratings)
    Product Scalability
    10.0
    (1 ratings)
    -
    (0 ratings)
    User Testimonials
    Spiceworks Cloud Help DeskSpotlight
    Likelihood to Recommend
    Spiceworks Ziff Davis
    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.
    Incentivized
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    Quest Software
    Spotlight’s ability to consolidate data from various entities and provide insightful reports is highly beneficial. It streamlines financial reporting, allowing professionals to focus on advisory services and strategic decision-making.Small businesses, nonprofits, and organizations that need regular board packs or executive summaries find Spotlight useful. Less Appropriate: Certain industries (e.g., specialized manufacturing, healthcare, or research) have unique reporting needs. Spotlight’s generic templates may not cover all industry-specific metrics or compliance requirements.
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    Pros
    Spiceworks Ziff Davis
    • 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.
    Incentivized
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    Quest Software
    • Great SQL server monitoring
    • Rewind and playback of previous times
    Incentivized
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    Cons
    Spiceworks Ziff Davis
    • 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.
    Incentivized
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    Quest Software
    • My only complaint was the cost.
    Incentivized
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    Likelihood to Renew
    Spiceworks Ziff Davis
    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.
    Incentivized
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    Quest Software
    No answers on this topic
    Usability
    Spiceworks Ziff Davis
    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
    Incentivized
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    Quest Software
    the platform offers a clean, easy to use interface. You can customize reports and dashboard. Integration is also pretty good, you can integrate to Xero, QBO and MYOB and excel spreadsheets. It also offers very broad supporting documents and webinars. There are only two downside of Spotlight; learning curve (it could be a bit difficult at the beginning to learn the system) and price point (For small businesses, Spotlight Reporting can be seen as relatively expensive compared to other reporting tools)
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    Reliability and Availability
    Spiceworks Ziff Davis
    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.
    Incentivized
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    Quest Software
    No answers on this topic
    Support Rating
    Spiceworks Ziff Davis
    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.
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    Quest Software
    I've never had to contact support, as of yet I have had no issues or problems with the tool. This is after 5 years of use.
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    Implementation Rating
    Spiceworks Ziff Davis
    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
    Incentivized
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    Quest Software
    No answers on this topic
    Alternatives Considered
    Spiceworks Ziff Davis
    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.
    Incentivized
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    Quest Software
    I think Dell is better with its dashboard and ease of use, but SQL Sentry is better at customization. We used Spotlight at my previous company, and SQLSentry at my current company.
    Incentivized
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    Return on Investment
    Spiceworks Ziff Davis
    • 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.
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    Quest Software
    • Spotlight is reasonably inexpensive, and any one of the multiple things we use it for more than justifies the cost.
    Incentivized
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    ScreenShots