Spiceworks Cloud Help Desk vs. Zoho Desk

Spiceworks Cloud Help Desk

Zoho Desk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Spiceworks Cloud Help Desk	Score 6.9 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
Zoho Desk	Score 7.8 out of 10	N/A	Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.	$0

Pricing

Spiceworks Cloud Help Desk

Zoho Desk

Editions & Modules

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

Free: $0
Express: $9
per month per user
Standard: $20
per month per user
Professional: $35
per month per user
Enterprise: $50
per month per user

Offerings

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

Entry-level Setup Fee

No setup fee

Required

Additional Details

—

A discount is offered for yearly billing.

More Pricing Information

Community Pulse
	Spiceworks Cloud Help Desk	Zoho Desk
Considered Both Products	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?	Zoho Desk Greg Rellaford Account Manager and Retention Specialist Chose Zoho Desk We used HubSpot before, and it didn’t work very well for our needs. Zoho Desk is part of a much larger Zoho implementation. We’d like to have everything in one place, and Zoho provides that ability. Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Zoho provides more bells and whistles comparted to the other platforms I have tried. The setup was easier and the transition was smoother. The support was much better as well. Whenever we would get stuck on something, support was a chat away and we always got the solution we … Incentivized Helpful? Sanjay Singh Business Development Manager Chose Zoho Desk I have used Asana and Zoho desk and decided to go with Zoho due to the ease of intergration into other applications and platforms, the more affordable costing, a faster mobile application and for the slightly better automation capabilities. Asana is nice but the cost and … Incentivized Helpful? Kevin Almond Head of Customer Success Chose Zoho Desk We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow … Incentivized Helpful? Humayun Farooqi Customer Success Manager Chose Zoho Desk Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile … Incentivized Helpful? Rose Carmela Project Manager Chose Zoho Desk Vision Helpdesk and WixAnswers.com Incentivized Helpful? Sofia Martinez Accounting Consultant Chose Zoho Desk Zoho Desk is always good at building different platforms for automation, so this one is also the best help desk platform available in the market. I can easily add the feedback with a report to easily convey the message accordingly. It can easily integrate with your existing … Incentivized Helpful? HK Hildah Kay Help Desk Technician Chose Zoho Desk Zoho Desk has an interface that is extremely simple and practical to use, for even clients who are not skilled. Again, Zoho Desk has no lead time, when customers air their views or complaints. Finally, Zoho Desk works/integrates effectively with several other products for … Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Over the years I have used a few different support software applications. One being Remedy software. That was pretty nice, but they lacked an isp version. I am currently a user of Atlassian Jira and am not a big fan at this point. It is very cumbersome to use. Incentivized Helpful? David Yates President Chose Zoho Desk After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us. Incentivized Helpful? Dave King Director of IT Chose Zoho Desk We evaluated products that were not free, but due to budget reasons we could not justify a purchase. So this free solution stacks up among the best in my opinion for no cost. Incentivized Helpful? Verified User Anonymous Chose Zoho Desk The quality of support provided by Zoho Desk is brilliant. Ease of setup is a very easy process. Also it meets all the requirements that can be expected from such kind of software. Zoho Desk is a company that can be easy to do business with. It is really headed in the right … Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Zoho [Desk] has much more quality of the information we required for our business than FreshDesk. It was also easy to work with Zohos different modules albeit based on department specific products than it was when we used Freshdesk. The Project management module was a … Incentivized Helpful? Jack Mattheus Human Resources Management Chose Zoho Desk • In the acquisition of Zoho Desk I did not have the final decision but I have contributed as my analysis in the implementation. We decided to switch services since this tool is much more complete in terms of functionalities that help us to easily resolve and follow up on our … Incentivized Helpful? María Fernanda Cruz Coordinator Chose Zoho Desk Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty … Incentivized Helpful? Leonard Johnson Technical Support Chose Zoho Desk Atera had a lot of features. You could install an agent to monitor updates, and you could deploy AV. Zoho Desk was easier to go through tickets and replies. It felt like Atera had more features, so it was slower. At times you would want to search for an old ticket in Atera, and … Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Zoho Desk is easy to set up for small business needs, and its dashboard is well-suited for our organization's needs. We are on a social network, which also helps us to get users' and applicants' queries through the social platform. Another factor to start with it is its trial … Incentivized Helpful? Julien Bras Innovation Team Leader Chose Zoho Desk We have selected Zoho Desk because we already using Zoho CRM. Incentivized Helpful? Khashi Rahmani Territory Manager Chose Zoho Desk Desk.com was too complicated and was cost prohibitive. We had switched from Desk by Salesforce to Zoho Desk Incentivized Helpful? Miguel Useche Wordpress developer Chose Zoho Desk Zoho Desk comes at a better price, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things. Also their API is similar to other Zoho platforms, so employees can … Incentivized Helpful?

Features

Spiceworks Cloud Help Desk

Zoho Desk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Spiceworks Cloud Help Desk 8.5 Ratings 6% above category average	Zoho Desk 8.6 Ratings 7% above category average
Organize and prioritize service tickets	8.00 Ratings	8.90 Ratings
Expert directory	8.00 Ratings	7.90 Ratings
Subscription-based notifications	9.00 Ratings	7.90 Ratings
ITSM collaboration and documentation	6.00 Ratings	10.00 Ratings
Ticket creation and submission	10.00 Ratings	8.50 Ratings
Ticket response	10.00 Ratings	8.50 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Spiceworks Cloud Help Desk 7.0 Ratings 11% below category average	Zoho Desk 8.9 Ratings 13% above category average
External knowledge base	7.00 Ratings	8.90 Ratings
Internal knowledge base	7.00 Ratings	8.90 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Spiceworks Cloud Help Desk 8.9 Ratings 14% above category average	Zoho Desk 7.4 Ratings 5% below category average
Customer portal	9.00 Ratings	8.00 Ratings
IVR	7.00 Ratings	00 Ratings
Social integration	8.90 Ratings	6.00 Ratings
Email support	10.00 Ratings	6.60 Ratings
Help Desk CRM integration	9.90 Ratings	8.90 Ratings

Best Alternatives
	Spiceworks Cloud Help Desk	Zoho 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
	Spiceworks Cloud Help Desk	Zoho Desk
Likelihood to Recommend	10.0 (0 ratings)	7.8 (0 ratings)
Likelihood to Renew	10.0 (0 ratings)	- (0 ratings)
Usability	9.0 (0 ratings)	9.4 (0 ratings)
Availability	10.0 (0 ratings)	- (0 ratings)
Performance	8.0 (0 ratings)	- (0 ratings)
Support Rating	8.7 (0 ratings)	8.7 (0 ratings)
Implementation Rating	10.0 (0 ratings)	- (0 ratings)
Product Scalability	10.0 (0 ratings)	- (0 ratings)

User Testimonials
	Spiceworks Cloud Help Desk	Zoho Desk
Likelihood to Recommend	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	Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy. Incentivized Greg Rellaford Account Manager and Retention Specialist Read full review
Pros	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	Report features give the all insights of the customer team and customer support which enables us to make changes according to it. The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard. I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module. It is completely a feature rich platform. Incentivized Sofia Martinez Accounting Consultant Read full review
Cons	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	When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome. Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :) Incentivized Verified User Anonymous Read full review
Likelihood to Renew	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	No answers on this topic
Usability	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	Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program. Incentivized HK Hildah Kay Help Desk Technician Read full review
Reliability and Availability	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	No answers on this topic
Support Rating	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	Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions Incentivized Verified User Anonymous Read full review
Implementation Rating	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	No answers on this topic
Alternatives Considered	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	Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices. Incentivized Humayun Farooqi Customer Success Manager Read full review
Return on Investment	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	By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole. Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly Incentivized Verified User Anonymous Read full review
ScreenShots		Zoho Desk Screenshots