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 the ticketing system which is working well."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"It ensures the tracking of all costs for end-user issues."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"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."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"Tickets by e-mail, with actions by hastag."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"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."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"Spiceworks is generic and free."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"The most valuable features are the inventory and personalization."
"The service delivery could be improved."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The timing reporting module, and how it's used is a bit difficult to understand."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"Offers very limited customizations."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"The solution, overall, is expensive."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"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."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"The GUI must be improved."
"The SNMP sniffer requires a lot of work to get right."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"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."
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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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