We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"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."
"The solution itself wasn't easy to set up."
"It wasn't easy to set up so we're only using a third of all of the features,"
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
Earn 20 points
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Spiceworks is ranked 10th in Help Desk Software with 5 reviews while Zendesk Guide is ranked 15th in Help Desk Software with 2 reviews. Spiceworks is rated 8.4, while Zendesk Guide is rated 7.0. The top reviewer of Spiceworks writes "Has good policy enforcement but the network mapping could be improved". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Spiceworks is most compared with Zabbix, SolarWinds NPM, JIRA Service Management, Nagios Core and ServiceNow, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and TOPdesk. See our Spiceworks vs. Zendesk Guide report.
See our list of best Help Desk Software vendors.
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.