We performed a comparison between Hornbill Systems Supportworks and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"The solution is very stable. It's reliable and efficient."
"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 shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It was easy to integrate Spiceworks with our existing setup."
"Spiceworks is generic and free."
"Tickets by e-mail, with actions by hastag."
"The most valuable features are the inventory and personalization."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"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."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"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."
"The SNMP sniffer requires a lot of work to get right."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"Sometimes, it can be difficult to integrate what you need."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. Hornbill Systems Supportworks is rated 7.0, while Spiceworks is rated 7.8. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus.
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