Spiceworks Help Desk vs. Zabbix

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Spiceworks Help Desk
Score 8.3 out of 10
N/A
Spiceworks 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. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Zabbix
Score 8.5 out of 10
N/A
Zabbix is an open-source network performance monitoring software. It includes prebuilt official and community-developed templates for integrating with networks, applications, and endpoints, and can automate some monitoring processes.N/A
Pricing
Spiceworks Help DeskZabbix
Editions & Modules
All Tiers
Free
No answers on this topic
Offerings
Pricing Offerings
Spiceworks Help DeskZabbix
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Spiceworks Help DeskZabbix
Considered Both Products
Spiceworks Help Desk

No answer on this topic

Zabbix
Chose Zabbix
Zabbix had the best support for the devices I initially had in my network, its ability to adapt and change has made it my Swiss Army knife of monitoring tools. While it could benefit greatly from a moderated zabbix community, its support from the open source community has …
Top Pros
Top Cons
Features
Spiceworks Help DeskZabbix
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Spiceworks Help Desk
7.4
54 Ratings
6% below category average
Zabbix
-
Ratings
Organize and prioritize service tickets7.453 Ratings00 Ratings
Expert directory5.646 Ratings00 Ratings
Subscription-based notifications7.241 Ratings00 Ratings
ITSM collaboration and documentation6.444 Ratings00 Ratings
Ticket creation and submission9.153 Ratings00 Ratings
Ticket response8.752 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Spiceworks Help Desk
7.3
51 Ratings
6% below category average
Zabbix
-
Ratings
External knowledge base8.847 Ratings00 Ratings
Internal knowledge base5.947 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Spiceworks Help Desk
5.3
51 Ratings
37% below category average
Zabbix
-
Ratings
Customer portal6.145 Ratings00 Ratings
IVR4.010 Ratings00 Ratings
Social integration3.126 Ratings00 Ratings
Email support8.045 Ratings00 Ratings
Help Desk CRM integration5.027 Ratings00 Ratings
Best Alternatives
Spiceworks Help DeskZabbix
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Pulseway
Pulseway
Score 8.9 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
IBM Instana
IBM Instana
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
IBM Instana
IBM Instana
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Spiceworks Help DeskZabbix
Likelihood to Recommend
8.8
(82 ratings)
9.0
(25 ratings)
Likelihood to Renew
10.0
(29 ratings)
9.0
(3 ratings)
Usability
8.6
(8 ratings)
6.0
(1 ratings)
Availability
10.0
(3 ratings)
-
(0 ratings)
Performance
8.0
(1 ratings)
-
(0 ratings)
Support Rating
8.7
(26 ratings)
5.0
(5 ratings)
Implementation Rating
10.0
(7 ratings)
8.0
(2 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Spiceworks Help DeskZabbix
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.
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Zabbix
Zabbix is very well suited for infrastructure monitoring i.e. the underlying host servers, basically, compute nodes. However, it has limited FM & PM capabilities for the workloads, i.e., the virtual machines (VMs). Zabbix has an easy-to-use GUI which can be explored easily & provides good filtering of the data.
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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.
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Zabbix
  • Collecting hardware data - CPU, Memory, Network, and Disk Metrics are collected and reported on.
  • Flexible design - It is very easy to build out even very large environments via the templating system. You can also start where you are - network monitoring, server monitoring, etc. and then build it out from there as time and resources permit.
  • Provides a "plugin architecture" (via XML templates) to allow end users to extend it to monitor all kinds of equipment, software, or other metrics that are not already added into the software already.
  • Very complete documentation. Almost every aspect of Zabbix has been documented and reported on.
  • Cost - Zabbix is FOSS software and always free. Support is reasonably priced and readily available.
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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.
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Zabbix
  • In a busy Zabbix environment, it can easily overwhelm the underlying database. Plan on having SSDs and a significant server infrastructure to keep up with more than a hundred hosts.
  • Building out Zabbix metrics that suit your environment can be very time consuming. When choosing a monitoring platform like Zabbix, expect a steep learning curve and to invest significant resources to make the tool valuable.
  • This is less important than it has been in the past, but current versions of Zabbix still do not handle IPMI checks of hardware very well. We needed to write our own wrapper for IPMI checks rather than using the built in IPMI poller.
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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.
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Zabbix
It is free. It didn't cost anything to implement (other than my time and the cost incurred for it) and it is filling a badly needed gap in our IT infrastructure. Support is available if we have issues and can be done annually or paid for on a per incident basis as needed. Expansion, updates, and all other future lifecycle activities are likewise free of cost, so as long as someone is able to implement/maintain the software (and the OSS project is maintained) then I imagine the company will never leave it.
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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
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Zabbix
If you go deeper than the dashboards, the user friendliness goes away quickly
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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.
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Zabbix
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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Zabbix
The setup is the most time-consuming portion of using zabbix. It takes a lot of effort to shape it into a usable format and even then it can get very messy. It's not exactly intuitive and as mentioned the UI seems a bit antiquated. If I was to roll out a monitoring solution from scratch, I'd probably look for alternatives which are easier to use and maintain.
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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
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Zabbix
We are a mainly Windows environment, so it would be useful if we could have used Active Directory to deploy agents. As of version 4.2, Zabbix has announced a new agent MSI file to allow exactly that. Unfortunately, we didn't have that option. Also, for Linux and MAC deployments, there is no simple way to deploy that. Using remote scripts you may be able to create something, but most places will opt for either SNMP (agentless) or manual installation of agents to add to Zabbix. A way of deploying agents via discovery would go a long way to helping in the adoption of the tool.
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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.
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Zabbix
We're using the Solarwinds suite as our global monitoring standard, but it is very complex and its licensing model makes it difficult to monitor a wide range of technologies. So, we're using Zabbix as a complement on our monitoring process. Zabbix is a way more flexible and has free integrations to a wide range of technologies. It is also more 'user friendly' and easy to manage.
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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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Zabbix
  • Zabbix simply makes it easier to identify, and subsequently resolve problems quickly
  • Zabbix gives one web page to look at to see a list of all on-going issue in a single place
  • Zabbix can automate response to alerts. For example, Zabbix allows you the customization to take a monitored server out of production rotation if it is identified as unhealthy
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ScreenShots