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SolarWinds Web Help Desk vs Spiceworks comparison

SolarWinds and Spiceworks are both solutions in the Help Desk Software category. SolarWinds is ranked #18 with an average rating of 9.0, while Spiceworks is ranked #17 with an average rating of 8.0. SolarWinds holds a 1.0% mindshare in HDS, compared to Spiceworks’s 1.8% mindshare. Additionally, 85% of SolarWinds users are willing to recommend the solution, compared to 86% of Spiceworks users who would recommend it.
SolarWinds Web Help Desk
Read 7 SolarWinds Web Help Desk reviews
  • 713 Views
  • 346 Comparison Views
85% willing to recommend
Spiceworks
Read 47 Spiceworks reviews
  • 1,012 Views
  • 523 Comparison Views
86% willing to recommend
 

Comparison Buyer's Guide

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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.

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To learn more, read our detailed SolarWinds Web Help Desk vs. Spiceworks Report (Updated: December 2024).
Buyer's Guide
SolarWinds Web Help Desk vs. Spiceworks
December 2024
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Review summaries and opinions

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

ROI

No sentiment score available
Sentiment score
7.8
Spiceworks provides high ROI by offering free proactive monitoring, enhancing customer satisfaction with minimal financial investment and resource use.
 

Customer Service

No sentiment score available
Sentiment score
7.4
Spiceworks support is praised for knowledgeable service and community forums, despite limited formal channels and unresolved issues.
 

Stability Issues

No sentiment score available
Sentiment score
6.5
Spiceworks is stable for most, but large installations may face crashes, slowdowns, and disruptions, needing server improvements.
 

Room For Improvement

Spiceworks needs improvements in monitoring, performance, reporting, user interface, and automation to meet enterprise expectations.
 

Setup Cost

Spiceworks offers free IT solutions ideal for SMBs, with community support and customization benefits despite lacking paid support.
 

Valuable Features

SolarWinds Web Help Desk offers user-friendly ticket management, asset tracking, automation, reporting, and dashboards to enhance user experience.
Spiceworks provides free, user-friendly IT management with features like help desk, inventory, remote monitoring, and community support for SMBs.
 

Categories and Ranking

SolarWinds Web Help Desk
Ranking in Help Desk Software
18th
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
7
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
47
Ranking in other categories
IT Asset Management (11th), IT Infrastructure Monitoring (40th)
 

Mindshare comparison

As of December 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 - PeerSpot reviewer
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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Hassan Zia - PeerSpot reviewer
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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Comparison Review

it_user174738 - PeerSpot reviewer
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…
Read full review
 

Top Industries

By visitors reading reviews
Educational Organization
79%
University
3%
Retailer
3%
Computer Software Company
2%
Computer Software Company
17%
Financial Services Firm
10%
University
9%
Real Estate/Law Firm
7%
 

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 ...
See all answers
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...
See all answers
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...
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What do you like most about Spiceworks?
The solution is easy to use and easy to manage.
See all answers
What is your experience regarding pricing and costs for Spiceworks?
The tool is cheap.
See all answers
What needs improvement with Spiceworks?
The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.
See all answers
 

Comparisons

Zendesk vs SolarWinds Web Help Desk Logo
Zendesk vs SolarWinds Web Help Desk
Compared 36% of the time
ServiceNow vs SolarWinds Web Help Desk Logo
ServiceNow vs SolarWinds Web Help Desk
Compared 34% of the time
BMC Helix ITSM vs SolarWinds Web Help Desk Logo
BMC Helix ITSM vs SolarWinds Web Help Desk
Compared 30% of the time
More SolarWinds Web Help Desk Competitors
Zabbix vs Spiceworks Logo
Zabbix vs Spiceworks
Compared 31% of the time
Lansweeper vs Spiceworks Logo
Lansweeper vs Spiceworks
Compared 24% of the time
ServiceNow vs Spiceworks Logo
ServiceNow vs Spiceworks
Compared 23% of the time
Freshdesk vs Spiceworks Logo
Freshdesk vs Spiceworks
Compared 7% of the time
ManageEngine ServiceDesk Plus vs Spiceworks Logo
ManageEngine ServiceDesk Plus vs Spiceworks
Compared 7% of the time
More Spiceworks Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
November 2024
SolarWinds Web Help Desk reportDownload SolarWinds Web Help Desk product report
Buyer's Guide
Spiceworks
November 2024
Spiceworks reportDownload Spiceworks product report
 

Learn More

SolarWinds
Spiceworks
 

Overview

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

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. 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.
  6. 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
Buyer's Guide
SolarWinds Web Help Desk vs. Spiceworks
December 2024
Free Report: SolarWinds Web Help Desk vs. Spiceworks
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