We performed a comparison between Spiceworks and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"It's easy to understand."
"The solution is very stable. It's reliable and efficient."
"The solution is easy to use and easy to manage."
"The most valuable features are the inventory and personalization."
"It was easy to integrate Spiceworks with our existing setup."
"Tickets by e-mail, with actions by hastag."
"The initial setup is easy."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"It is a scalable platform."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The SNMP sniffer requires a lot of work to get right."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"Sometimes, it can be difficult to integrate what you need."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Zoho Desk lacks lookup fields for the layouts."
"They could enhance the product’s features to customize the automated email responses."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"The solution could improve its stability and scalability."
"The solution should provide an option to autofill some values while creating tickets."
"Could have slightly better integration between additional functionalities in the Zoho desk."
Spiceworks is ranked 16th in Help Desk Software with 47 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. Spiceworks is rated 7.8, while Zoho Desk is rated 8.4. The top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and PRTG Network Monitor, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and BoldDesk. See our Spiceworks vs. Zoho Desk report.
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