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- SolarWinds Web Help Desk-vs-Spiceworks Cloud Help Desk
Compare SolarWinds Web Help Desk and Spiceworks Cloud Help Desk 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Free
SolarWinds Web Help Desk
Star Rating
(56)3.9 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Spiceworks Cloud Help Desk excels in its ticket creation user experience, scoring 8.2, while SolarWinds Web Help Desk has not been rated in this area, indicating a potential gap in user satisfaction for ticket creation.
- Reviewers mention that Spiceworks offers superior SLA Management with a score of 8.8, compared to SolarWinds' lower performance in this area, suggesting that Spiceworks may provide better tools for managing service level agreements.
- G2 users highlight that Spiceworks Cloud Help Desk has a more robust Knowledge Base integration, scoring 8.2, while SolarWinds falls short with a score of 6.9, indicating that users may find it easier to access helpful resources within Spiceworks.
- Users on G2 report that Spiceworks provides better automation features, particularly in ticket routing with a score of 9.0, compared to SolarWinds' 8.7, which may lead to more efficient incident management for Spiceworks users.
- Reviewers say that Spiceworks Cloud Help Desk shines in its reporting capabilities, achieving a score of 9.7, while SolarWinds scores 9.0, suggesting that Spiceworks may offer more comprehensive insights and analytics for users.
- Users report that Spiceworks has a more favorable mobile user support experience, scoring 5.8, compared to SolarWinds' significantly lower score of 4.7, indicating that Spiceworks may be more accessible for users on the go.
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Pricing
Entry-Level Pricing
SolarWinds Web Help Desk
No pricing availableSpiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
SolarWinds Web Help Desk
Free Trial is available
Spiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.5
51
8.6
286
Ease of Use
7.9
51
8.7
287
Ease of Setup
8.2
31
8.7
214
Ease of Admin
8.5
33
8.8
217
Quality of Support
7.9
41
8.4
235
Has the product been a good partner in doing business?
8.0
29
8.9
176
Product Direction (% positive)
6.1
48
8.1
286
Features by Category
Ticket and Case Management
Not enough data
8.2
13
|
Verified
Not enough data
8.3
13
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.3
10
Not enough data
8.8
7
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.1
12
|
Verified
Not enough data
9.0
8
|
Verified
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
8.3
12
|
Verified
Not enough data
9.3
12
|
Verified
Not enough data
7.5
6
|
Verified
Not enough data
6.0
5
Not enough data
Feature Not Available
Platform
Not enough data
5.8
8
|
Verified
Not enough data
7.4
9
|
Verified
Not enough data
9.2
10
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
8.0
11
|
Verified
Administration
8.3
8
|
Verified
Not enough data
9.0
8
|
Verified
Not enough data
8.3
10
|
Verified
Not enough data
Service Desk
9.3
10
|
Verified
Not enough data
9.3
9
|
Verified
Not enough data
9.0
10
|
Verified
Not enough data
Management
9.0
7
|
Verified
Not enough data
9.5
7
|
Verified
Not enough data
8.9
6
|
Verified
Not enough data
8.0
5
|
Verified
Not enough data
Not enough data
Not enough data
Functionality
9.5
7
|
Verified
Not enough data
8.6
6
Not enough data
8.9
6
|
Verified
Not enough data
9.3
5
|
Verified
Not enough data
Monitoring
Feature Not Available
Not enough data
8.6
7
|
Verified
Not enough data
8.5
8
|
Verified
Not enough data
Management Tools
8.8
8
|
Verified
Not enough data
Feature Not Available
Not enough data
8.5
8
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Incident Management
8.7
29
Feature Not Available
8.7
31
8.8
124
9.0
32
9.3
130
6.9
27
8.2
112
7.0
28
8.3
101
Reporting
7.2
29
8.6
126
7.4
26
8.4
106
6.7
22
Feature Not Available
Access & Usability
4.7
23
8.1
97
7.5
31
8.9
105
8.6
31
8.9
88
7.0
23
Feature Not Available
Categories
Categories
Shared Categories
SolarWinds Web Help Desk and Spiceworks Cloud Help Desk are categorized as Service Desk
Unique Categories
SolarWinds Web Help Desk is categorized as IT Service Management (ITSM) Tools and Incident Management
Spiceworks Cloud Help Desk is categorized as Help Desk
Reviews
Reviewers' Company Size
SolarWinds Web Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
25.0%
Education Management
17.9%
Higher Education
7.1%
Hospital & Health Care
5.4%
Retail
3.6%
Other
41.1%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Most Helpful Reviews
SolarWinds Web Help Desk
Most Helpful Favorable Review
robert h.
Verified User in Logistics and Supply Chain
The ease of use and the ability to create documented statistics on which technician is doing what. I also love the search option to find old tickets from the past.
Most Helpful Critical Review
Steve S.
Verified User in Information Technology and Services
You can't customize it to your needs. It's slow and resource intensive. It's not intuitive at all.
Spiceworks Cloud Help Desk
Most Helpful Favorable Review
Mike R.
Verified User in Electrical/Electronic Manufacturing
Spiceworks does very well at clientless network device discovery, WMI device discovery and, customizable reporting. Their online community is extremely useful for information and assistance.
Most Helpful Critical Review
Angel Tomás G.
Verified User in Wholesale
It is limited about customizing the way the tickets are assigned, for example, you can not escalate them to a higher level. Another inconvenient is that, the creation-ticket template can not be customized at all, only colors and logo are modifiable.
robert h.
Verified User in Logistics and Supply Chain
The ease of use and the ability to create documented statistics on which technician is doing what. I also love the search option to find old tickets from the past.
Mike R.
Verified User in Electrical/Electronic Manufacturing
Spiceworks does very well at clientless network device discovery, WMI device discovery and, customizable reporting. Their online community is extremely useful for information and assistance.
Steve S.
Verified User in Information Technology and Services
You can't customize it to your needs. It's slow and resource intensive. It's not intuitive at all.
Angel Tomás G.
Verified User in Wholesale
It is limited about customizing the way the tickets are assigned, for example, you can not escalate them to a higher level. Another inconvenient is that, the creation-ticket template can not be customized at all, only colors and logo are modifiable.
Alternatives
Discussions
Are they ever going to fix the issue with opening new tabs and it updating a different ticket?
1 comment
CC
I don't think that will happen in near future.
We have the same issue and got in touch with SolarWinds developers multiple times.
They are hardly any good...Read more
SolarWinds Web Help Desk has no more discussions with answers
I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?
4 comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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