Spiceworks Cloud Help Desk vs. Vtiger

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

vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.

Incentivized

• 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

• User-friendly interface.
• Reliable tracking system and alerts to maintain overall control of the proceses.
• Meets all the needs of the average company.

Incentivized

• 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

• Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
• It's still very simple. There is room for improvement with the setup of the admin panel.
• The dropdowns function funny when scrolled down. It's picky but it's frustrating.
• The search function could be improved.

Incentivized

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

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

In the Last versions they have done a strong effort in creating a powerful data screen. Inside the screen you have access to signing, communications with multiple tools integration and connections with all modules related. With a single view you have all control over your data relations. It is similar to a control managing.

Incentivized

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

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.

Incentivized

It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.

Incentivized

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

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

VTiger had better overall cost and native capabilities that other solutions lacked. We used Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating

Incentivized

• 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.

Incentivized

• Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
• Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
• Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.

Incentivized