We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"The solution is very stable. It's reliable and efficient."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"The most valuable features are the inventory and personalization."
"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."
"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."
"This solution needs to have mobile application support added."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"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."
"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."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"They charge by the technician. It costs $117 per technician per year."
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
SolarWinds Web Help Desk is ranked 28th in Help Desk Software with 2 reviews while Spiceworks is ranked 8th in Help Desk Software with 5 reviews. SolarWinds Web Help Desk is rated 6.6, while Spiceworks is rated 8.4. The top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". On the other hand, the top reviewer of Spiceworks writes "Has good policy enforcement but the network mapping could be improved". SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, ServiceNow, Zendesk Guide and Device42, whereas Spiceworks is most compared with Zabbix, SolarWinds NPM, JIRA Service Management, Nagios Core and ServiceNow. See our SolarWinds Web Help Desk vs. Spiceworks report.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.