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Spiceworks isn’t the only option—check out these 4 products to fulfill your service desk needs.

When it comes to managing your IT help desk, Spiceworks can be an amazing product. Capterra reviewers have rated the software highly—it’s free and has free customer support, and it’s packed with essential help desk features such as ticketing, email support management, and knowledge base management.

But despite these advantages, Spiceworks may not be the best product for your IT help desk needs. In fact, it can even prove more expensive than some paid products.

Wondering how?

• Spiceworks makes money from ads, but those ads can be obstructive for some business users. And since there’s no paid version of the product, there’s no way to get rid of them.
• There are other products with advanced functionalities that may better align with your business needs. For instance, Spiceworks doesn’t offer SLA tracking and live chat, and therefore will not be useful for businesses that need these features.
• If you have to eventually switch to another product because Spiceworks doesn’t fit your business needs or lacks particular features, you’ve wasted time and effort, thereby costing your business in terms of hours worked on deployment and training.

Even though Spiceworks is free, there are Spiceworks alternatives that can give you a higher return on investment.

We’ve analyzed about 190 different help desk software solutions to provide you with the best Spiceworks alternatives for your business.

Selection criteria

Below is the criteria that we used to identify the Spiceworks alternatives:

• Comparable pricing: To address the ROI aspect, each alternative has a starting price of less than $20 per agent, per month.
• Core Spiceworks features: The product must offer core Spiceworks features: ticketing, workflow management, incident tracking, and reporting.
• Small business-specific pricing: The product must offer at least one pricing plan tailored to small and midsize business (SMB) needs.
• A minimum of 20 user reviews on Capterra, published in the past two years: This ensures there are a sufficient number of reviews to analyze the pros and cons of the products.
• High recommendation rating: The product should have a minimum average recommendation rating of 4 out of 5 on Capterra.
• High functionality rating: The products should have a minimum functionality rating of 4.2 out of 5 on Capterra.

4 Best Spiceworks alternatives

Based on our analysis, the following are the best alternatives of Spiceworks (listed alphabetically).

Jump to:

• 
  Freshservice
• 
  Lansweeper
• 
  ServiceDesk Plus
• 
  Zendesk

1. Freshservice: IT service management (ITSM) and service desk solution

Freshservice is a cloud-based IT help desk solution for businesses of all sizes. Key features include incident tracking, knowledge base management, SLA management, reporting, contract management, and audit log.

Freshservice’s unique selling point is that it lets you create ticket assignment rules in a visual workflow, and view the workload at each stage.

Ticketing workflow in Freshservice(Source)

2. Lansweeper: IT help desk and asset management solution

Lansweeper is an IT asset management and service desk solution for businesses of all sizes. Features include email ticketing, SLA management, website ticket management, agent collaboration, reporting, and role-based access.

Lansweeper’s selling point is its seamless integration with asset management systems. This allows agents to search for and manage IT assets from within the help desk interface.

Defining SLAs in Lansweeper (Source)

3. ServiceDesk Plus: Service desk software for tracking IT incidents

ServiceDesk Plus by ManageEngine (part of Zoho Corporation) is an IT help desk solution for businesses of all sizes. The product is available in both cloud-based and on-premise deployment options. Key features include IT service management workflows, incident management, problem management, change management, asset management, change management, and reporting.

ServiceDesk Plus’s unique selling point is its project management functionality that allows users to create help desk projects using standard templates, and track progress in Gantt chart and project overview maps.

Incident management in ServiceDesk Plus (Source)

4. Zendesk: IT help desk software with strong self-service functionality

Zendesk is a cloud-based help desk solution for businesses of all sizes. While the product is suited to general help desk operations, it also offers an ITSM solution that offers incident tracking, reporting, ticketing, and multi-channel support.

Zendesk’s unique selling point is its self-service functionality, which allows employees to submit tickets via emails, web forums, chat, or mobile, phones, and view their status in a web interface.

Tracking tickets in Zendesk (Source)

The final verdict: Which Spiceworks alternative should you go for?

After you’ve gone through the list we provided above, the next step is to select the one that best fits your business needs. Follow these steps to find out the right fit for your business needs:

• Compare features: Since lack of some features is one of the prime reasons why you’d be interested in Spiceworks alternatives in the first place, ensure that the products you shortlist have the features you need.
• Set a budget: Set an annual budget for a help desk software solution. Calculate the total cost of ownership of each of the products and shortlist the ones that fit your budget.
• Read reviews: After you’ve selected the products that have the features you need and that fall in your budget range, go through user reviews on Capterra to learn from the experience of your industry peers.

If you are currently using an IT help desk solution that’s working well for you or have any other product in mind, please let us know in the comments section below.

*Disclaimers

Listed pros and cons are derived from features listed on the product website and product user reviews on Gartner Digital Markets domains (Capterra, GetApp, and Software Advice). They do not represent the views of, nor constitute an endorsement by, Capterra or its affiliates.

The applicable business sizes were ascertained using the business size of the reviewers.

Looking for IT Management software? Check out Capterra's list of the best IT Management software solutions.

Using this option, you can create a software license for the existing software. The software license form can be accessed by two ways in ServiceDesk Plus - MSP application.

1. Quick Actions drop down

2. Assets Tabs

a. Quick Actions drop down

The Quick Actions drop down is a quick navigator to instantly access the Software License form from the home page. To add a new Software License, go to Step 2 in Software Tab.

b. Assets Tab

1. Click Assets tab in the header pane.

2. Select Software -> Software License under Resources block. The list of available software license is displayed.

3. Click Add New button.

4. Select the Manufacturer of the software.

5. The list of managed software available for the selected manufacture is listed in Managed Software drop down. Select the software for which the license is created.

6. Select the Vendor Name from the drop down.
   If the vendor is not available in the list, you can add a new vendor on selecting the Add New link. In the pop up, specify the Vendor Name, Description and Contact Person, and save the changes.

7. Select the date of purchase of the software from the calendar button in Acquisition Date field.

8. Select the Expiry Date of the software from the calendar icon.

9. Specify the cost of the software per license in Purchase Cost field.

10. Select the department for which the software was purchased in Purchased for drop down list.

11. If you have configured Sites, select the site name where the licensed software is installed, from Allocated to Site drop down.

12. Select the License Type from the drop down. Each manufacturer has their unique license type apart from the several common license types. Some of which are,

    • Individual: License type for single installation

    • OEM (Original Equipment Manufacturers): License type for software that is already installed in the hardware.

    • Named User License: License Type for a specific user.

    • Volume: License Type supporting multiple users.

    • Client Access License (CAL): License type that gives a user the rights to access the services of the server.

    • Trial License: License Type for trial versions of software.

    • Enterprise (Perpetual): License Type that does not require renewal and is for life long.

    • Concurrent License: License Type for software that can be accessed by a specific number of users at a time.

    • Free License: License Type for freeware software.

    • Enterprise Subscription: License Type that requires renewal for every specific period.

    • Node Locked: License Type for workstations with specific configurations.

Individual License/OEM

1. Select the License Option as either Full Package Product (FPP) or Others from the drop down.

2. Specify the Number of licenses required for the selected product.

3. Enter the License Key (s) for the software in the given text box. The license keys values should be in comma separated values format. Say XBVJD, YCCYR, 7DF28, JH2PX, MYT7M.

4. Save the details. The license is listed in the software license list view page.

Volume License/Trial License

1. Mention the Number of licenses required for the selected product.

2. Specify the number of Installations allowed per license.

3. Specify the License Keys in the given text field. Say XBVJD, YCCYR, 7DF28, JH2PX, MYT7M.

4. Save the details. The license is listed in the software license list view page.

Client Access License (CAL)

The Client Access License consists of the following License Options,

• Per Seat-Device/ Per Seat-User: License given to each unique user/device to avail the server software product. The number of CALs is equal to the number of devices/users accessing the server software.

• Per Server: License given to each server. The number of devices accessing the server simultaneously is limited and is primarily recommended for servers that require limited access.

• Per Processor: Connect unlimited users/workstations to the server product.

• Per Mailbox: License for each mailbox using Exchange Server.

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Select the License Option from the combo box.

Per Seat-Device

1. Enter the required Number of CALs.

2. Specify the License Keys in the given text field. Say XBVJD, YCCYR, 7DF28, JH2PX, MYT7M.

3. If there is any additional information required, then the same can be specified under Additional Information block.

4. You can select the workstations that can access the software from Choose CAL Installation block.
   Select the workstation by either choosing the client software from Filter by or from Departments drop down. You can also search for the workstation on entering the name in Search field and selecting Go button. The list of server/workstations is displayed. Select the workstations. Click >> button to move to CAL Installation box.
   Note: The number of workstations selected should be lesser than or equal to the specified number of CALs.

5. Save the details. The license is listed in the software license list view page.

Per Seat-User/ Per-Mailbox

1. Specify the details similar as above.

2. Instead of selecting the workstations from Choose CAL Installation block, choose the Users to access the software from the list displayed.

3. Save the details. The license gets listed in the software license list view page

Per-Server

1. Specify the details similar as in Per-Device.

2. Associate the specified number of CALs to the server selected from Associate to Server drop down list.

3. Save the details. The license gets listed in the software license list view page

Per-Processor

1. Specify the Number of Processor (s) that supports the ability to connect unlimited users/workstations in the given field. Since unlimited users/workstations can connect to the server software product the CAL Installation block is not available.

2. Specify the details as configured above.

3. Save the details. The license is listed in software license list view page.