What users are saying about
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Top Rated
204 Ratings
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Top Rated
237 Ratings

Spiceworks

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Top Rated
204 Ratings
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Score 8.6 out of 100

TOPdesk

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Top Rated
237 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

Spiceworks

Spiceworks is well suited for Information Technology departments who have a limited budget. The free version of this software is one of the best tools to help a security practitioner perform a risk analysis on their network. Other similar tools that are free are limited in the IP ranges that they can scan, but not Spiceworks. I can scan several subnets with this tool. Another cool feature is that I don't have to visit each workstation on our network to obtain information about it. Spiceworks gives me all the information I need right at my own desktop. Spiceworks is well suited for small IT shops and small security departments. Other tools of this capability will cost you thousands
BART HUNTER | TrustRadius Reviewer

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Spiceworks
8.6
TOPdesk
7.9
Organize and prioritize service tickets
Spiceworks
8.7
TOPdesk
8.4
Expert directory
Spiceworks
8.2
TOPdesk
7.2
Subscription-based notifications
Spiceworks
8.4
TOPdesk
8.1
ITSM collaboration and documentation
Spiceworks
8.1
TOPdesk
7.8
Ticket creation and submission
Spiceworks
9.2
TOPdesk
Ticket response
Spiceworks
9.2
TOPdesk
Service restoration
Spiceworks
TOPdesk
7.7
Self-service tools
Spiceworks
TOPdesk
8.9
ITSM reports and dashboards
Spiceworks
TOPdesk
7.3

Self Help Community

Spiceworks
8.7
TOPdesk
External knowledge base
Spiceworks
9.2
TOPdesk
Internal knowledge base
Spiceworks
8.3
TOPdesk

Multi-Channel Help

Spiceworks
8.4
TOPdesk
Customer portal
Spiceworks
8.8
TOPdesk
IVR
Spiceworks
9.0
TOPdesk
Social integration
Spiceworks
8.0
TOPdesk
Email support
Spiceworks
8.6
TOPdesk
Help Desk CRM integration
Spiceworks
7.8
TOPdesk

ITSM asset management

Spiceworks
TOPdesk
7.5
Configuration mangement
Spiceworks
TOPdesk
7.1
Asset management dashboard
Spiceworks
TOPdesk
7.8
Policy and contract enforcement
Spiceworks
TOPdesk
7.5

Change management

Spiceworks
TOPdesk
7.7
Change requests repository
Spiceworks
TOPdesk
7.8
Change calendar
Spiceworks
TOPdesk
6.9
Service-level management
Spiceworks
TOPdesk
8.3

Pros

Spiceworks

  • Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
  • Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
  • Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Andrew Shannon | TrustRadius Reviewer

TOPdesk

  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff | TrustRadius Reviewer

Cons

Spiceworks

  • As a user, I would like to have a login where I can track my specific requests in one place
  • We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
Anonymous | TrustRadius Reviewer

TOPdesk

  • The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
  • The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
  • Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
Ian Short | TrustRadius Reviewer

Likelihood to Renew

Spiceworks

Spiceworks 8.6
Based on 28 answers
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free
Chris Johnson | TrustRadius Reviewer

TOPdesk

TOPdesk 8.1
Based on 27 answers
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
Jim Scott | TrustRadius Reviewer

Usability

Spiceworks

Spiceworks 10.0
Based on 6 answers
1. Its free.2. Its easy to install.3. You can have it up and running in under 1-hour.4. You get dashboards that are easy to read so you know the state of your network.5. You can create your own reports and not just the ones already installed.6. Excellent tool for network administrators and security practitioners.7. Did I mention that its free?
BART HUNTER | TrustRadius Reviewer

TOPdesk

TOPdesk 6.9
Based on 8 answers
I haven't used other ticketing systems so I can't compare it to another else. There are some good and bad features but that would be the same with all ticket systems.
Randy MacFarland | TrustRadius Reviewer

Reliability and Availability

Spiceworks

Spiceworks 10.0
Based on 3 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

TOPdesk

TOPdesk 7.3
Based on 1 answer
No answer on this topic is available.

Support Rating

Spiceworks

Spiceworks 8.6
Based on 24 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

TOPdesk

TOPdesk 9.1
Based on 97 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett | TrustRadius Reviewer

Implementation Rating

Spiceworks

Spiceworks 10.0
Based on 6 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

TOPdesk

TOPdesk 6.1
Based on 5 answers
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
Karl Schuele | TrustRadius Reviewer

Alternatives Considered

Spiceworks

I've used a specialized home based Notes database system prior to Spiceworks. That system was a kludge and outgrew what it originally was supposed to be. We had to make things work in it. Spiceworks is a generic system that while basic allows you to track your issues. It's a good system to use for a small shop.
Andrew Murphy | TrustRadius Reviewer

TOPdesk

I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
Marije Snuverink | TrustRadius Reviewer

Return on Investment

Spiceworks

  • Spcieworks has saved me time looking for certain machines that might be online—positive.
  • Spiceworks is free, so I am able to manage my inventory for no cost —positive.
  • I can quickly look up what computer a user is logged into when troubleshooting over the phone. This is priceless—positive.
Michael Timms | TrustRadius Reviewer

TOPdesk

  • The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
  • Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
  • Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.
Jeff Walters | TrustRadius Reviewer

Pricing Details

Spiceworks

General

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

TOPdesk

General

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

Rating Summary

Likelihood to Recommend

Spiceworks
8.7
TOPdesk
8.2

Likelihood to Renew

Spiceworks
8.6
TOPdesk
8.1

Usability

Spiceworks
10.0
TOPdesk
6.9

Reliability and Availability

Spiceworks
10.0
TOPdesk
7.3

Performance

Spiceworks
8.0
TOPdesk
7.3

Support Rating

Spiceworks
8.6
TOPdesk
9.1

Implementation Rating

Spiceworks
10.0
TOPdesk
6.1

Scalability

Spiceworks
10.0
TOPdesk
7.3

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