SolarWinds Web Help Desk vs Spiceworks comparison

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SolarWinds Web Help Desk

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Executive SummaryUpdated on Dec 1, 2024

Spiceworks and SolarWinds Web Help Desk compete in the IT help desk software category. SolarWinds seems to have the upper hand due to its comprehensive feature set and professional support services, which justify its higher costs.

Features: Spiceworks includes a basic ticketing system, network monitoring, and various integrations. SolarWinds Web Help Desk offers asset management, automation workflows, and advanced reporting.

Room for Improvement: Spiceworks can enhance its advanced reporting capabilities, improve inventory accuracy, and expand integration options. SolarWinds could streamline its user interface for better usability, offer more flexible pricing plans, and improve the return process of unused seats.

Ease of Deployment and Customer Service: Spiceworks provides easy deployment with community-driven support, suitable for smaller teams. SolarWinds requires more structured deployment but offers professional support services, ideal for organizations requiring reliable assistance.

Pricing and ROI: Spiceworks is free, making it attractive for budget-restricted organizations with quick ROI through cost savings. SolarWinds, though requiring upfront investment, offers significant ROI by reducing operational complexities and providing advanced tools, appealing to larger environments.

To learn more, read our detailed SolarWinds Web Help Desk vs. Spiceworks Report (Updated: April 2025).

SolarWinds Web Help Desk vs. Spiceworks

April 2025

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Helped 847,625 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

SolarWinds Web Help Desk

Ranking in Help Desk Software

18th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Spiceworks

Ranking in Help Desk Software

17th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (11th), IT Infrastructure Monitoring (45th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of SolarWinds Web Help Desk is 1.3%, up from 0.8% compared to the previous year. The mindshare of Spiceworks is 1.9%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Supports case and incident reporting with responsive support

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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Jeetendar Kumar

Information Technology Analyst at The Aga Khan University Hospital (Pakistan)

Customizable, easy to use, easy to manage, and provides multiple features

I have used many software, but Spiceworks is the best. The tool provides multiple features. It is a valuable product for inventory. It is also useful as a ticketing system. The solution is easy to use and easy to manage. Many people can use it very easily. The features are not complicated. It is very easy to run, install, and understand. That is why my organization decided to use it. The solution’s asset management capabilities have benefitted us in many ways. We are able to manage all the inventory. We have a complete database. We have a record of everything. It is very valuable. I rate the usability of the user interface and dashboard a nine out of ten. The tool is easy to learn compared to other software.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"Once installed, it runs like a charm and doesn't ever crash."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"The most valuable feature of this solution is the assets management module."

"SolarWinds is scalable as far as adding devices and servers."

"It is easy to use."

"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."

"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."

"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 solution is easy to use and easy to manage."

"The most valuable features are the inventory and personalization."

"The software is cloud-based, so I do not need to store any data locally."

"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."

More Spiceworks pros

Cons

"It would be good if there were training and tutorial videos on the Web Help Desk."

"A little outdated compared to newer products that include protection and detection."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"This solution needs to have mobile application support added."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"Sometimes, it can be difficult to integrate what you need."

"The SNMP sniffer requires a lot of work to get right."

"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."

"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."

"Since Spiceworks is a free tool, it's not very scriptable or customizable."

"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."

"I am unable to provide suggestions for improvement at this moment."

"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."

More Spiceworks cons

Pricing and Cost Advice

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."

"The product is free! Get it now."

"It's free."

"The tool is cheap."

"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."

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Comparison Review

it_user174738

IT Developer at a tech services company with 51-200 employees

May 31, 2015

Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor

I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…

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Top Industries

By visitors reading reviews

Educational Organization

75%

Retailer

Computer Software Company

Healthcare Company

Computer Software Company

14%

Financial Services Firm

12%

University

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What needs improvement with SolarWinds Web Help Desk?

What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

What do you like most about Spiceworks?

The solution is easy to use and easy to manage.

What is your experience regarding pricing and costs for Spiceworks?

The tool is cheap.

What needs improvement with Spiceworks?

I am unable to provide suggestions for improvement at this moment, however, I can provide feedback later. Currently, there do not seem to be any issues.

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Product Reports

Download SolarWinds Web Help Desk product report

Help Desk Software

March 2025

Download Spiceworks product report

March 2025

Overview

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.

Sample Customers

Instacart

Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino