We performed a comparison between ConnectWise PSA 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."The product has been pretty stable so far."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"The platform is easy to use."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It's a nice ticketing system."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"Contains every feature that a VAR or MSP would want."
"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's easy to understand."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It lets us know whether devices are getting out of date and tracked warranties.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."
"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."
"It was easy to integrate Spiceworks with our existing setup."
"The most valuable features are the inventory and personalization."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The tracking inventory or the way it tracks the products is not very good."
"ConnectWise PSA’s graphical interface is a little old."
"It needs to be easier to share tickets between users who need to work together."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"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."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"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."
"The SNMP sniffer requires a lot of work to get right."
"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."
"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."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. ConnectWise PSA is rated 8.2, while Spiceworks is rated 7.8. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our ConnectWise PSA vs. Spiceworks report.
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