We performed a comparison between ManageEngine ServiceDesk Plus and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature is its ease of use."
"The management of this application is good."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The GUI is very good."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The solution is very stable. It's reliable and efficient."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Spiceworks is generic and free."
"Tickets by e-mail, with actions by hastag."
"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 most valuable features are the inventory and personalization."
"It's easy to understand."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"The product's asset management tool needs improvement."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The self-service feature for end users and the knowledge base need to be improved."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"The SNMP sniffer requires a lot of work to get right."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"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."
"Sometimes, it can be difficult to integrate what you need."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Spiceworks is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Dameware Remote Support, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and Nagios Core. See our ManageEngine ServiceDesk Plus vs. Spiceworks report.
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