We performed a comparison between Spiceworks and SysAid 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 solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"It lets us know whether devices are getting out of date and tracked warranties.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 solution is very stable. It's reliable and efficient."
"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."
"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's easy to understand."
"Tickets by e-mail, with actions by hastag."
"The simplicity of the solution is excellent."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"I would say the overall flexibility of the product is its most valuable feature."
"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."
"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."
"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 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 SNMP sniffer requires a lot of work to get right."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"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."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Currently, SysAid does not have a mobile application."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"We would like them to approve the security functionalities, e.g., management security features."
"SysAid has fewer AI features compared to other tools."
Spiceworks is ranked 16th in Help Desk Software with 47 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. Spiceworks is rated 7.8, while SysAid is rated 8.4. The top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". On the other hand, the top reviewer of SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and PRTG Network Monitor, whereas SysAid is most compared with JIRA Service Management, ServiceNow and Freshdesk. See our Spiceworks vs. SysAid report.
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