HelpDesk vs. Spiceworks Cloud Help Desk

HelpDesk

Spiceworks Cloud Help Desk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
HelpDesk	Score 7.2 out of 10	N/A	HelpDesk is an online ticketing system that simplifies team workflows and enhances internal collaboration. Equipped with AI features, it optimizes responses and manages email overload through smart categorization. HelpDesk offers email and mail overload management through intelligent filtering and prioritization. With 256-bit SSL encryption, it provides a secure and reliable environment for enterprise customer…	$34 per month per agent
Spiceworks Cloud Help Desk	Score 7.0 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.	$0

Pricing

HelpDesk

Spiceworks Cloud Help Desk

Editions & Modules

Team: $34
per month per agent
Business: $59
per month per agent
Enterprise: Contact Sales

Core Plan: $0
Premium: $6
per month per user

Offerings

Pricing Offerings
HelpDesk	Spiceworks Cloud Help Desk
Free Trial
Yes	No
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

15% discount for annual pricing.

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More Pricing Information

Community Pulse
	HelpDesk	Spiceworks Cloud Help Desk
Considered Both Products	HelpDesk No answer on this topic	Spiceworks Cloud Help Desk JK Jeetendar Kumar IT Analyst Chose Spiceworks Cloud Help Desk Spiceworks Help Desk is basic software for start ups or entry level organization Incentivized Helpful? EH Edwin Harrison CTO Chose Spiceworks Cloud Help Desk although it does not have all of the features it still is able to perform MOST of the function for these softwares Incentivized Helpful? SR Sandeep Reddy System Support Engineer Chose Spiceworks Cloud Help Desk Spiceworks Help Desk was picked because of its user-friendly design, low pricing, and basic ticketing capabilities that fit our organization's requirements. Its built-in knowledge base and active user community boosted the effectiveness of our IT support operations. While it … Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk In my opinion, we have a much richer experience with Solarwinds. It basically ramps up all the features of Spiceworks to the next level and enforces a proper ITIL framework into the process. Integration with Dameware is a much better experience than Spiceworks' connection to … Incentivized Helpful? JR Jeff Reed IT Director Chose Spiceworks Cloud Help Desk Spiceworks Help Desk is simple and easy to install. It takes very little skill to get it installed and working. There are no expensive components needed to run the software and virtually no maintenance. Incentivized Helpful? JF Joe Foran Director Of Information Technology and HIPAA Privacy Officer Chose Spiceworks Cloud Help Desk [Its] simplicity, [the] easy user interface for both technicians and end-users, and stability, plus the ability to locally control data access (we're highly regulated regarding privacy and records rights), puts it in its own class. While it may not do everything larger systems … Incentivized Helpful? HA Héctor Aguilar Ruby on Rails Developer Chose Spiceworks Cloud 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 … Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk Overall, Spiceworks Help Desk is an easy-to-use option at a GREAT cost. We didn't feel that any other products offered anything that Spiceworks couldn't so we haven't felt the need to explore any more companies. The Spiceworks FREE option is great on its own and it's hard to … Incentivized Helpful? CH Cynthia Hinderliter Dept Chair of IT Chose Spiceworks Cloud Help Desk Spiceworks Help Desk is free, which is an advantage. It also includes inventory tracking. Mojo help desk does not rely on Windows as a platform. Spiceworks Help Desk also allows for add ons and reporting. Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk Spiceworks is a great option for a free help desk. In terms of features, it is similar to the free level of Freshdesk. If you want a lot of features and customization though, you should look at Jitbit Help Desk or the paid tiers of Freshdesk. Both offer better reporting, … Incentivized Helpful? JR Justin Reslan Software Support Specialist Chose Spiceworks Cloud Help Desk Spiceworks is much cheaper and does the job well for one organization. Connectwise Manage works better for an MSP that is handling multiple companies and wants to keep them separated. Incentivized Helpful? DY David Yates President Chose Spiceworks Cloud Help Desk We found that for entry-level SMB in-house needs that Spiceworks had an impressive range of features and options at an unbeatable price-free! For our in-house and multi-tenant needs, we use a different product that is more appropriate to our particular needs, but with no cost … Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk We tried to use Jira for ticketing, but it doesn't support hashtag updating of tickets through email. We find it helpful to be able to convert emails from users into tickets by forwarding them to the help desk email address and including hashtags for ticket assignment, … Incentivized Helpful? DG David Gregoire IT Director Chose Spiceworks Cloud Help Desk [Spiceworks Help Desk] was much easier to roll out since it didn't require any custom development from or development team. It also had an existing mobile app that was easy to deploy. Incentivized Helpful? WV William Votta IT Manager of the Americas Chose Spiceworks Cloud Help Desk Cost was the big factor here. While we already used TeamViewer there were some limitations for the helpdesk and some only available with increased cost on the inventory side. Ivanti was used in Europe but very pricey to add to the Americas. While we used Dynamics CRM, we had a … Incentivized Helpful? MG Mike Goularte IT Technician Chose Spiceworks Cloud Help Desk Trialing Zendesk and a few others, they are very well done programs which do what is needed and even more at a cost. The free price tag of Spiceworks is well worth it for our business and environment. We chose Spiceworks for the ease of use on both IT and end users' ends and … Incentivized Helpful? TR Tim Roberts IT Network Coordinator Chose Spiceworks Cloud Help Desk A lot of the competition starts with some free options, but bare minimum or "paid only modules" etc. And their support is often either non existent or convoluted while Spiceworks Help Desk is both great and responsive as well as having an open community and forums. You can … Incentivized Helpful? DS Dan Sarauer Computer Support Supervisor Chose Spiceworks Cloud Help Desk Teamwork has many features that I wish Spiceworks had, but Spiceworks has the price that can't be beaten. There are some things that would make it better, but those are things that I can train my technicians on and we can live without the operational cost associated with … Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk We love the JitBit side of things for the help desk component of our system. We have a lot more customization available with JitBit vs. the Spice works application. The features for JitBit are the ones we are looking for, and as such, we have moved our ticketing to JitBit … Incentivized Helpful? BF Barrett Ford Client Support Specialist Chose Spiceworks Cloud Help Desk We have not looked at anything recently due to how well Spiceworks has been working. Other parts of campus are using other programs that one day may be forced upon us. At the moment we are very happy with what we are using and will not be looking elsewhere if we do not have to. Incentivized Helpful? JB Jewitt Bradley IT Administrator Chose Spiceworks Cloud Help Desk Spiceworks is customizable and less complicated, all while being free. Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk Spiceworks does so many things in a variety of ways that it is hard to compare it to other products. Keep in mind that freeware has limits, but if the Spiceworks tools fit your need and management doesn't complain then go for it. Paid software has plenty of benefits, but you … Incentivized Helpful? SO Sam Othman IT Systems & Telephony Administrator Chose Spiceworks Cloud Help Desk We are in the process of looking at Remote Monitoring & Management tools as we are growing so rapidly. We have been checking out demos & reading reviews of these other applications and they are way more feature-rich than Spiceworks - however, they come at a cost and will … Incentivized Helpful? JM Jeremy Mayfield IT Director Chose Spiceworks Cloud Help Desk SolarWinds is far superior but it is a locally installed application. I think each does things well. For a free or paid no-ad version legacy style it was great. As for cloud-only options, I think there are still some things that need to be improved on. There needs to be … Incentivized Helpful? Verified User Anonymous Chose Spiceworks Cloud Help Desk N/A - I have not evaluated other products similar to Spiceworks Incentivized Helpful?

Features

HelpDesk

Spiceworks Cloud Help Desk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	HelpDesk - Ratings	Spiceworks Cloud Help Desk 8.5 Ratings 6% above category average
Organize and prioritize service tickets	00 Ratings	8.00 Ratings
Expert directory	00 Ratings	8.00 Ratings
Subscription-based notifications	00 Ratings	9.00 Ratings
ITSM collaboration and documentation	00 Ratings	6.00 Ratings
Ticket creation and submission	00 Ratings	10.00 Ratings
Ticket response	00 Ratings	10.00 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	HelpDesk - Ratings	Spiceworks Cloud Help Desk 7.0 Ratings 11% below category average
External knowledge base	00 Ratings	7.00 Ratings
Internal knowledge base	00 Ratings	7.00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	HelpDesk - Ratings	Spiceworks Cloud Help Desk 8.9 Ratings 14% above category average
Customer portal	00 Ratings	9.00 Ratings
IVR	00 Ratings	7.00 Ratings
Social integration	00 Ratings	8.90 Ratings
Email support	00 Ratings	10.00 Ratings
Help Desk CRM integration	00 Ratings	9.90 Ratings

Best Alternatives
	HelpDesk	Spiceworks Cloud Help Desk
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 9.1 out of 10	SysAid Score 9.1 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	HelpDesk	Spiceworks Cloud Help Desk
Likelihood to Recommend	- (0 ratings)	10.0 (0 ratings)
Likelihood to Renew	- (0 ratings)	10.0 (0 ratings)
Usability	- (0 ratings)	9.0 (0 ratings)
Availability	- (0 ratings)	10.0 (0 ratings)
Performance	- (0 ratings)	8.0 (0 ratings)
Support Rating	- (0 ratings)	8.7 (0 ratings)
Implementation Rating	- (0 ratings)	10.0 (0 ratings)
Product Scalability	- (0 ratings)	10.0 (0 ratings)

User Testimonials
	HelpDesk	Spiceworks Cloud Help Desk
Likelihood to Recommend	No answers on this topic	Spiceworks Help Desk from the user end is very simple. Once you submit your technology needs, I automatically receive an email stating that my ticket was received and is being processed. It's also helpful to have the VNC feature so that my IT department can automatically VNC into my computer if it's a quick fix. At times Spiceworks Help Desk can be tricky because as someone who's not in a Tech role at my company, it can be hard to describe what I need assistance with writing. Incentivized Verified User Anonymous Read full review
Pros	No answers on this topic	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 JR Justin Reslan Software Support Specialist Read full review
Cons	No answers on this topic	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 Verified User Anonymous Read full review
Likelihood to Renew	No answers on this topic	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 Incentivized Chris Johnson Systems Administrator Read full review
Usability	No answers on this topic	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? Incentivized BH BART HUNTER CISO (Chief Information Security Officer) Read full review
Reliability and Availability	No answers on this topic	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 Patrick Yeager Systems Administrator Read full review
Support Rating	No answers on this topic	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 Verified User Anonymous Read full review
Implementation Rating	No answers on this topic	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 Jennifer Metcalf Systems Analyst II Read full review
Alternatives Considered	No answers on this topic	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 Héctor Aguilar Ruby on Rails Developer Read full review
Return on Investment	No answers on this topic	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 David Yates President Read full review
ScreenShots	HelpDesk Screenshots