Spiceworks Cloud Help Desk vs. Zendesk Suite

Spiceworks Cloud Help Desk

248 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Spiceworks Cloud Help Desk	Score6.8 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 (free for 1-5 Seats)
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

Spiceworks Cloud Help Desk

Zendesk Suite

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

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

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

No setup fee

Optional

—

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Spiceworks Cloud Help Desk	Zendesk Suite
Considered Both Products	Spiceworks Ziff Davis Tim Roberts IT Network Coordinator in Information Technology at Miller Environmental Group, Inc. (Chemicals, 201-500 employees) 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? Sam Othman IT Systems & Telephony Administrator in Information Technology at Ignite Travel Group (Airlines/Aviation, 201-500 employees) 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? Verified User Chose Spiceworks Cloud Help Desk Spiceworks was free and already in place at the organization. Users are comfortable with the process and transparency offered. Incentivized Helpful? Verified User Chose Spiceworks Cloud Help Desk The main commercial alternative product evaluated was Zendesk, which was not selected because of the price. The second alternative researched was the osTicket, which was not selected as it was complicated to configure. With hindsight, I would suggest using osTicket instead of … Incentivized Helpful? Andrew Shannon Senior System Administrator in Information Technology at Packaging & Distribution Resources (Warehousing, 51-200 employees) Chose Spiceworks Cloud Help Desk Spiceworks was the best solution by far, and it was also free, so it was impossible to beat. Also the community of IT pros using Spiceworks is huge and makes it even more of a clear winner. When it comes to help desk and inventory software, there was not really any … Incentivized Helpful? Verified User Chose Spiceworks Cloud Help Desk Footprints, Zendesk, and TrackIt. Incentivized Helpful?	Zendesk Verified User Chose Zendesk Suite Zendesk is used in conjunction with ConnectWise Manage to communicate to us in our ticketing system. Zendesk has more features than Spiceworks, and I believe the increased cost justifies itself. The ability for our users to text in to the ticketing system makes it easy to … Incentivized Helpful? David Drinnon Director of Information Technology & Assistant Pastor in Information Technology at Second Baptist Church, Houston, TX (Religious Institutions, 1001-5000 employees) Chose Zendesk Suite No comparison to TSC2. We used it years ago and it was very limited (no automation, customizations, etc). We used Kace for 3 years and hated it as a support desk solution. It was great for asset inventory, but that was all. Spiceworks was just too busy to look at. JitBit was a … Incentivized Helpful? Colby Wood IT Consultant / Systems Engineer in Information Technology at Johnson Business Technology Solutions (Information Technology and Services, 1-10 employees) Chose Zendesk Suite In my searches I have come across a lot of alternatives and I try to keep and open mind on each of them, here are a few of the tools I heard and saw a lot of chatter about while reviewing a looking for Helpdesk tools. SpiceWorks - This was a freeware program that i had used in … Helpful? Joe London Network Manager in Information Technology at The Blake School (201-500 employees) Chose Zendesk Suite Samanage Spiceworks Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Spiceworks Cloud Help Desk

Zendesk Suite

Comparison of Incident and problem management features of Spiceworks Cloud Help Desk and Zendesk Suite
Feature	Spiceworks Cloud Help Desk 8.5 55 Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	8.054 Ratings	9.1153 Ratings
Expert directory	8.047 Ratings	8.3102 Ratings
Subscription-based notifications	9.042 Ratings	8.6106 Ratings
ITSM collaboration and documentation	6.045 Ratings	8.5104 Ratings
Ticket creation and submission	10.054 Ratings	9.3153 Ratings
Ticket response	10.053 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Spiceworks Cloud Help Desk and Zendesk Suite
Feature	Spiceworks Cloud Help Desk 7.0 52 Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	7.048 Ratings	8.5133 Ratings
Internal knowledge base	7.048 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Spiceworks Cloud Help Desk and Zendesk Suite
Feature	Spiceworks Cloud Help Desk 9.0 52 Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	9.046 Ratings	9.2121 Ratings
IVR	7.011 Ratings	8.659 Ratings
Social integration	8.927 Ratings	8.697 Ratings
Email support	10.046 Ratings	9.4147 Ratings
Help Desk CRM integration	9.928 Ratings	9.2112 Ratings

User Ratings
	Spiceworks Cloud Help Desk	Zendesk Suite
Likelihood to Recommend	10.0 (83 ratings)	9.0 (192 ratings)
Likelihood to Renew	10.0 (29 ratings)	10.0 (43 ratings)
Usability	9.0 (9 ratings)	8.9 (65 ratings)
Availability	10.0 (3 ratings)	8.6 (13 ratings)
Performance	8.0 (1 ratings)	8.0 (10 ratings)
Support Rating	8.7 (26 ratings)	5.5 (31 ratings)
In-Person Training	- (0 ratings)	10.0 (1 ratings)
Online Training	- (0 ratings)	7.9 (9 ratings)
Implementation Rating	10.0 (7 ratings)	9.0 (18 ratings)
Configurability	- (0 ratings)	9.3 (3 ratings)
Product Scalability	10.0 (1 ratings)	- (0 ratings)