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Spiceworks Competitors and Alternatives

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NP
Network Analyst at a real estate/law firm with 1-10 employees
Real User
Top 5
Useful for tracking, merging, and assigning tickets

Pros and Cons

  • "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
  • "They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

What is our primary use case?

We use it for IT help desk purposes and tracking the inventory. Specifically, we use it to do ticketing for the end users to handle IT requests.

How has it helped my organization?

We are able to track what's going on and export the information. We then do some data visualization in Excel to get the statistics and see the number of tickets and their categories, which provides us more visibility about the things related to the IT help desk and user requests. It also helps us in keeping a track of the assets. For example, a Windows agent can be installed on client workstations to track the assets and check if there is anything strange.

What is most valuable?

We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.

What needs improvement?

They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch.

Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan. 

For how long have I used the solution?

I have been using this solution for about a year.

What do I think about the stability of the solution?

It is stable. It doesn't have any outage or governance issues.

What do I think about the scalability of the solution?

It can scale well. To scale, you just get more licenses. It doesn't have any limitation on how many requests you can have because the license is based on the technician or the agent. You can expand it if you have expanded your team of agents. It is flexible.

We have around seven people right now. About half of them are for the IT support and half of them are for the operations support.

How are customer service and technical support?

Their technical support is good. Usually, their response time is pretty fast, and they do follow up to make sure that the case is closed. We always get the answers to all of my questions except one time when there was confusion in communication. I asked some questions, but they didn't exactly answer them. I again had to explain the questions. 

Which solution did I use previously and why did I switch?

We have earlier used SpiceWorks for the ticketing system. We switched because we didn't want to maintain the system and do things like hardware and software upgrades. We just wanted to install a system and focus on the usage of the system.

How was the initial setup?

The initial setup was pretty straightforward.

What's my experience with pricing, setup cost, and licensing?

It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan. 

What other advice do I have?

Create a plan and know in advance the ticket types and the categories that you want. Plan the subitems and the hierarchy structures for these identified categories. After you've set it up, if you want to make changes, you would require some kind of workaround to translate one category to another. That's why it is important to make sure that everything is set correctly in the beginning. Apart from that, it's fine. 

They also keep on improving the product. I had provided them some feedback in the past, which they have already implemented. 

I would rate Freshservice a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
JP
IT Senior Systems Administrator at a tech consulting company with 501-1,000 employees
Real User
Top 20
Old, clunky, and with unresponsive support, this product touches the basics but not in style

Pros and Cons

  • "It handles the basics of monitoring."
  • "It is stable."
  • "The product is old and not updated."
  • "The interface needs some work."
  • "The technical support does not bother to respond."

What is our primary use case?

The primary use case is just for monitoring the host servers, the virtual machines, the network equipment, and the storage. It covers all the basics.  

What is most valuable?

Probably the only sorta valuable part of the product is that it is stable, easy to work with, and covers the basics. But there is a lot more downside to it in my opinion than up.

What needs improvement?

Honestly, I do not particularly like WhatsUp Gold. I think we should get rid of it. It is so old. It has not been upgraded in about six years. The interface looks like something from the nineties.  

I am quite used to using the Paessler AG product. That is PRTG (Paessler Router Traffic Grapher) and the two have little in comparison. It could be improved by being more like PRTG.  

If WhatsUp were going to work on updating the product, I would like to see some improvements in the interface. The dashboards could be a lot better.  

For how long have I used the solution?

The company that I work for has been using WhatsUp Gold quite a lot more for the past few years but they have had it as a solution for the past 10 years. I have only been in the company for about six or seven months.  

What do I think about the stability of the solution?

One thing good about WhatsUp Gold is that it is fairly stable.  

What do I think about the scalability of the solution?

We have got about five or six people working with it right now. Their roles are mostly system administrative staff. It is used daily in our current situation.  

How are customer service and technical support?

When I first started, I did contact the technical support team to see whether I could get the new version of the product, but no one ever even bothered to reply. So obviously the technical support could be also improved.  

Which solution did I use previously and why did I switch?

I have used a few of the different monitoring solutions at different companies. PA Server Monitor was one that I used and that was by Power Admin. I used to work with PRTG (by Paessler AG). It is quite a good product. Spiceworks is another one I used.  

If we are talking about a comparison between the ones I have already used and WhatsUp Gold, PRTG is a better product. It is the best one I have used out of all of them. I would be interested in moving to that instead of WhatsUp Gold.  

How was the initial setup?

I have got a few virtual machines on it that I use myself. It is not a very complicated product. It is a bit clunky and takes more steps than it should do, but it is not difficult to set up and use.  

It takes approximately 10 minutes to set up. It does not require a lot of maintenance. It has been on-premises so it is not exposed to the internet and because of that it is not much of a risk. But maintaining it is just a long way down the priority line at the moment.  

What other advice do I have?

I would not recommend WhatsUp Gold to people who were considering it as a solution. On a scale from one to ten where one is the worst and ten is the best, I would rate WhatsUp Gold as a four or five. Really, it is a four-out-of-ten.  

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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