Anonymous UserCustomer Success Manager at a computer software company
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 feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"The initial setup is simple and straightforward."
"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 could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The price is very competitive."
Earn 20 points
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
Spiceworks is ranked 9th in Help Desk Software with 5 reviews while Zendesk Support is ranked 16th in Help Desk Software with 3 reviews. Spiceworks is rated 8.4, while Zendesk Support is rated 8.4. 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 Support writes "Seamless and easy to set up with a good Slack integration". Spiceworks is most compared with Zabbix, SolarWinds NPM, JIRA Service Management, ServiceNow and Nagios Core, whereas Zendesk Support is most compared with Sendbird Desk and Kustomer. See our Spiceworks vs. Zendesk Support report.
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