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

Spiceworks

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Top Rated
204 Ratings
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Score 8.6 out of 100

Zendesk

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Top Rated
594 Ratings
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Score 8.2 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

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Spiceworks
8.6
Zendesk
8.6
Organize and prioritize service tickets
Spiceworks
8.7
Zendesk
9.0
Expert directory
Spiceworks
8.2
Zendesk
8.2
Subscription-based notifications
Spiceworks
8.4
Zendesk
8.0
ITSM collaboration and documentation
Spiceworks
8.1
Zendesk
8.0
Ticket creation and submission
Spiceworks
9.2
Zendesk
9.3
Ticket response
Spiceworks
9.2
Zendesk
9.1

Self Help Community

Spiceworks
8.7
Zendesk
8.1
External knowledge base
Spiceworks
9.2
Zendesk
8.2
Internal knowledge base
Spiceworks
8.3
Zendesk
8.0

Multi-Channel Help

Spiceworks
8.4
Zendesk
8.4
Customer portal
Spiceworks
8.8
Zendesk
8.1
IVR
Spiceworks
9.0
Zendesk
8.3
Social integration
Spiceworks
8.0
Zendesk
8.3
Email support
Spiceworks
8.6
Zendesk
8.7
Help Desk CRM integration
Spiceworks
7.8
Zendesk
8.7

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

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | 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

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | 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

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | 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

Zendesk

Zendesk 8.3
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | 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

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

Spiceworks

Spiceworks 8.0
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

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

Zendesk

Zendesk 7.7
Based on 24 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

Spiceworks

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | 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

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | 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

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | 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

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Pricing Details

Spiceworks

General

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

Spiceworks Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Spiceworks
8.7
Zendesk
8.1

Likelihood to Renew

Spiceworks
8.6
Zendesk
10.0

Usability

Spiceworks
10.0
Zendesk
8.3

Reliability and Availability

Spiceworks
10.0
Zendesk
8.6

Performance

Spiceworks
8.0
Zendesk
8.0

Support Rating

Spiceworks
8.6
Zendesk
7.7

In-Person Training

Spiceworks
Zendesk
10.0

Online Training

Spiceworks
Zendesk
7.9

Implementation Rating

Spiceworks
10.0
Zendesk
9.0

Scalability

Spiceworks
10.0
Zendesk

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