SolarWinds Web Help Desk vs Spiceworks comparison

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SolarWinds Web Help Desk

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Executive Summary

We performed a comparison between SolarWinds Web Help Desk 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.

To learn more, read our detailed SolarWinds Web Help Desk vs. Spiceworks Report (Updated: October 2024).

SolarWinds Web Help Desk vs. Spiceworks

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Helped 814,649 peers since 2012

Categories and Ranking

SolarWinds Web Help Desk

Ranking in Help Desk Software

16th

Average Rating

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Spiceworks

Ranking in Help Desk Software

17th

Average Rating

7.8

Number of Reviews

Ranking in other categories

IT Asset Management (11th), IT Infrastructure Monitoring (47th)

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of SolarWinds Web Help Desk is 1.0%, up from 1.0% compared to the previous year. The mindshare of Spiceworks is 1.8%, up from 1.3% 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

Jun 3, 2024

Supports case and incident reporting with responsive support

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 IT department. With this system, we can track issues, generate reports, collect feedback, and conduct…

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Hassan Zia

IT Service Desk Manager (Global Delivery) at MLOGICA, INC.

Nov 4, 2022

Good low-cost service desk system, but lacks in automation workflows and categorization

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. There are also several other automation features in ServiceDesk that are not present in Spiceworks. Another feature that I have always wanted in Spiceworks is categorization. Let's suppose that I select a certain piece of software within Spiceworks, and I want to see the subcategories, Spiceworks should be able to auto-populate those subcategories. This is unfortunately not possible within Spiceworks at the moment.

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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

"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."

"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."

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

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

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

"It is easy to use."

"Tickets by e-mail, with actions by hastag."

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

"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."

"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."

"The solution is very stable. It's reliable and efficient."

"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."

"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."

More Spiceworks pros

Cons

"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."

"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)."

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

"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 network mapping could be improved. Putting together an actual bonafide network map would be really nice."

"The GUI must be improved."

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

"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."

"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."

"Having an integrated asset management tool, where I can plug in things that are offline, would be good."

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

"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."

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."

"The tool is cheap."

"It's free."

"The product is free! Get it now."

"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."

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

See which vendors are best for you

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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

78%

Retailer

University

Computer Software Company

16%

Financial Services Firm

10%

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?

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 ...

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

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?

The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.

ServiceNow vs SolarWinds Web Help Desk

Comparisons

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Zendesk vs SolarWinds Web Help Desk

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Zabbix vs Spiceworks

Compared 31% of the time

Lansweeper vs Spiceworks

Compared 25% of the time

ServiceNow vs Spiceworks

Compared 21% of the time

Freshdesk vs Spiceworks

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Spiceworks

Compared 7% of the time

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Product Reports

Help Desk Software

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Learn More

SolarWinds

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.

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

SolarWinds Web Help Desk vs. Spiceworks