We performed a comparison between Spiceworks and Zendesk 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."It was easy to integrate Spiceworks with our existing setup."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"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 is generic and free."
"Tickets by e-mail, with actions by hastag."
"It's easy to understand."
"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."
"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."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"Zendesk Support has a lot of good APIs."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It's very convenient to use."
"It's a very stable tool, very powerful."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"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."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"The SNMP sniffer requires a lot of work to get right."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"You couldn't give administrative access to new hires."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
Spiceworks is ranked 16th in Help Desk Software with 47 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Spiceworks is rated 7.8, while Zendesk is rated 8.2. The top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Spiceworks vs. Zendesk report.
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