What users are saying about
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Top Rated
226 Ratings
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Top Rated
1882 Ratings

Spiceworks Help Desk

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Top Rated
226 Ratings
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Score 8.7 out of 100

TeamViewer

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Top Rated
1882 Ratings
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Score 8.4 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

TeamViewer

Well suited for a company with a large geographic footprint. It allows users to get remote support without the cost of travel time. Has some trust that we cannot just take over their computer at any time without their permission.Great as a majority of the users are contractors, and provide their own tech, they can install it on their machine from the public site and it will work with our business accounts.
Ryan Scherding | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Spiceworks Help Desk
8.7
TeamViewer
External knowledge base
Spiceworks Help Desk
9.1
TeamViewer
Internal knowledge base
Spiceworks Help Desk
8.3
TeamViewer

Multi-Channel Help

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

Remote Administration

Spiceworks Help Desk
TeamViewer
8.3
Screen sharing
Spiceworks Help Desk
TeamViewer
9.1
File transfer
Spiceworks Help Desk
TeamViewer
8.4
Instant message
Spiceworks Help Desk
TeamViewer
7.9
Secure remote access with Smart Card authentication
Spiceworks Help Desk
TeamViewer
8.3
Access to sleeping/powered-off computers
Spiceworks Help Desk
TeamViewer
7.5
Over-the-Internet remote session
Spiceworks Help Desk
TeamViewer
8.9
Initiate remote control from mobile
Spiceworks Help Desk
TeamViewer
8.3
Remote management of servers & workstations
Spiceworks Help Desk
TeamViewer
8.6
Remote Active Directory® management
Spiceworks Help Desk
TeamViewer
8.4
Centralized management dashboard
Spiceworks Help Desk
TeamViewer
8.1
Session record
Spiceworks Help Desk
TeamViewer
8.3
Annotations
Spiceworks Help Desk
TeamViewer
8.3
Monitoring and Alerts
Spiceworks Help Desk
TeamViewer
8.0
Multi-platform remote control
Spiceworks Help Desk
TeamViewer
8.6

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

TeamViewer

  • Whiteboard feature is super effective when we have to explain a problem or illustrate something to the user (both internal and external).
  • Ability to safely and securely connect with the customer system is a big plus. Since the product has been in existence for a really long time, this makes it easier for us to have customers use them without us having to convince them much
  • One great feature is the ability to drag and drop the files from one computer to another while helping someone solve a problem where we need one particular file, you don’t need to waste the time downloading it to his machine or emailing it over. If you have the file, you can copy it over with few clicks.
Ramprasad Rangachary, PMP® | 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

TeamViewer

  • The software lacks many tools to control the versions of documents you work with during each session, either to review them in case you have lost some information in a past version and need to recover it, or to review changes to create comparisons between one version and another one.
  • The service does not handle contacts either, so you generally have to communicate with them from another platform even though it is in TeamViewer where the maintenance will take place and you have to waste more time even if you are urgent to start the work session.
  • TeamViewer does not have a calendar tool that allows you to make notes about the dates on which maintenance will be performed, or at least to record the dates so as not to cause confusion or organizational errors once the dates are approaching and you have forgotten these dates.
Richard Delgado | 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

TeamViewer

TeamViewer 9.5
Based on 52 answers
The CEO loves teamviewer and prefers it to logmein so I am sure he will request to renew it when it comes up for renewal. It has proven its worth to the CEO so he will be a lifetime fan of Teamviewer and will always want to keep his subscription active
Andrew Shannon | 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

TeamViewer

TeamViewer 8.9
Based on 31 answers
I do not have complaints with the product. In fact, TeamViewer is used by some of our support companies (tech support, accounting, software, etc.), and it performs well. It is simply more product than we needed in our application, and more money than we can justify budgeting.
Anonymous | 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

TeamViewer

TeamViewer 9.0
Based on 5 answers
Always available if setup correctly.
Jackie Ramos | TrustRadius Reviewer

Performance

Spiceworks Help Desk

Spiceworks Help Desk 8.0
Based on 2 answers
No answer on this topic is available.

TeamViewer

TeamViewer 9.0
Based on 5 answers
The application is built on VNC which is a very stable technology.
Mike Robinson | 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

TeamViewer

TeamViewer 7.6
Based on 66 answers
The support from the Teamviewer team has always been top notch. Any support ticket that we have submitted has been handled very quickly and with the best possible resolution. We find in most cases, contacting for a support ticket is not even necessary, as the knowledge base is more than adequate.
Clint Freeman | TrustRadius Reviewer

Online Training

Spiceworks Help Desk

No score
No answers yet
No answers on this topic

TeamViewer

TeamViewer 8.9
Based on 2 answers
I have never used the online training either. I have watched a few informational videos that were helpful when learning how to do a specific procedure within TeamViewer and get the most out of the software by utilizing one of the many features that are available with the software. Again, 5 if for neutral.
Jordan Paquette | 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

TeamViewer

TeamViewer 10.0
Based on 13 answers
Implementation was easy enough that it didn't pose any problems. Training was minimal and the system works right out of the box
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

TeamViewer

We directly choose TeamViewer after looking at the pros and cons of other similar software and TeamViewer won hands down. Primarily because it is an out-of-the-box solution that does not require complicated or confusing configuration - as we do not have a company IT team. It is also easy to understand and use, even for novice users, which many of us are. Finally, its great advantage is that it is free for non-commercial use.
Julie Hart-Thompson | TrustRadius Reviewer

Scalability

Spiceworks Help Desk

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

TeamViewer

TeamViewer 9.0
Based on 3 answers
Stay up working. Easy to connect and disconnect. easy way to transfer files to another desktop
Jackie Ramos | 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

TeamViewer

  • Given that I use TeamViewer all day, every day, the ROI is hard to calculate--but the price is incredibly reasonable for what it does. In my opinion, it paid for itself in a week.
  • The business objective behind my use of TeamViewer is simple: the ability to handle all of my day-to-day tasks as if I were sitting at my desk when I am not.
Anonymous | TrustRadius Reviewer

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

TeamViewer

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

TeamViewer Editions & Modules

Edition
Business$50.901
Premium$102.902
Corporate$206.903
Remote Access$24.904
  1. 1 user, up to 200 managed devices
  2. 50 users, up to 300 managed devices
  3. 200 users, up to 500 managed devices
  4. 1 user, 3 computers
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Spiceworks Help Desk
8.8
TeamViewer
8.3

Likelihood to Renew

Spiceworks Help Desk
9.7
TeamViewer
9.5

Usability

Spiceworks Help Desk
8.6
TeamViewer
8.9

Reliability and Availability

Spiceworks Help Desk
10.0
TeamViewer
9.0

Performance

Spiceworks Help Desk
8.0
TeamViewer
9.0

Support Rating

Spiceworks Help Desk
8.6
TeamViewer
7.6

In-Person Training

Spiceworks Help Desk
TeamViewer
5.0

Online Training

Spiceworks Help Desk
TeamViewer
8.9

Implementation Rating

Spiceworks Help Desk
10.0
TeamViewer
10.0

Scalability

Spiceworks Help Desk
10.0
TeamViewer
9.0

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