We performed a comparison between Agiloft Service Desk Suite, Clarity SM, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"It's fairly easy to use, from a UI standpoint."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"Self-service interface means people can check their own tickets."
"Spiceworks is generic and free."
"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' 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."
"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."
"It lets us know whether devices are getting out of date and tracked warranties.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's easy to understand."
"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."
"The most valuable features are the inventory and personalization."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The upgrade was pretty complex."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"I would like to see the API cleaned up."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"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."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"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."
"The GUI must be improved."
"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 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."
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