ITSM (IT Service Management) and Help Desk software solutions are immensely popular amongst businesses worldwide due to their efficient, time-saving, and streamlined nature. These solutions make running and managing tickets and other support-related tasks a breeze.

Here is our list of the Best Spiceworks Alternatives:

1. NinjaOne – EDITOR’S CHOICE Gives you full visibility and control over your entire IT infrastructure with up-to-the-minute 24×7 endpoint monitoring. Start a 14-day free trial.
   
2. ManageEngine ServiceDesk Plus – FREE TRIAL A comprehensive help desk and asset management software that provides help desk agents and IT managers an integrated console to monitor and maintain the assets and IT requests generated from the users of the IT resources in an organization. Start a 30-day free trial.
3. SolarWinds Service Desk A service desk solution that helps your organization simplify and automate service requests, reduce support workload, and provide your employees with an exceptional service experience.
4. Atera ITSM A part of Professional Services Automation (PSA), providing a simple and streamlined way for you to communicate with your IT clients as a Managed Service Provider, or across the organization in corporate IT.
5. HaloITSM An IT service management solution that helps businesses streamline the entire incident lifecycle, from ticket creation to issue resolution.
6. RescueAssist A cloud-based remote support system with team management functions. It helps agents become more efficient by starting remote support sessions directly from a ticket.
7. Ivanti Neurons for ITSM A proven, robust IT service management solution that transforms help desks and support teams into strategic business enablers.

Most of these platforms offer live chat support, self-service portals, social media integrations, reporting abilities, support for mobile users, and myriads of other functionalities. 

Spiceworks is one of the top-rated Cloud Help Desk Software that is free and helps businesses manage their IT help tickets and other activities seamlessly. 

However, if you’re looking for a Help Desk and ITSM solution that is more comprehensive in its features and functionality, you’re at the right place. Here we have reviewed the Best Spiceworks ITSM Alternatives you can consider for your enterprise. 

What is Spiceworks?

Spiceworks is a free, cloud-based help desk solution that allows you to accept tickets from emails and user portals. It offers robust ticket management and network monitoring abilities for IT teams and system admins. The software helps you run and manage tickets opened by clients, monitor and track agent performance, provide Omni-channel customer support, and much more.

Key Features:

• Free of cost: Spiceworks is free to use. There’s no limit on tickets or the number of admins.
  
• Ticket and Task Management: Keep track of all tickets and IT incidents and tasks through a centralized platform. Easily accept tickets, close tickets, add private comments and reply through an intuitive interface. Make use of custom fields to exactly look for what you need.
• Self-service portal: Self-service portal allows end-users to help themselves by referring to the customizable portal. They can seamlessly open tickets, track updates, and search for the information they’re looking for.
• Active Directory Integration: Spiceworks seamlessly integrates with AD (Active Directory) to automatically add users, run authentication in the user portal, and tag users to tickets.
• Help Desk Team Management: Ticket rules in Spiceworks allow you to auto-assign the tickets to IT experts. Through the centralized dashboard, you can track the progress of tickets and view agent performances. Multiple role types will show the team members only relevant elements.
• Ticket collaboration: share tickets and collaborate with other IT experts when the issue is out of your league. 
• Multi-site support: Spiceworks supports multiple sites and user portals for users who may have multiple clients from different locations. All of these sites will be linked to the master help desk in Spiceworks.
• Reports: Get help desk reports that indicate key information about tickets, tasks, and agents.

IT agents can get a holistic view of all IT incidents and monitor the entire network to keep a close eye on any sudden changes taking place. 

The self-service portal allows end-users to create tickets, track updates and search insightful resources through KB (Knowledge Base). Spiceworks also helps businesses to centralize an extensive knowledge base that end-users can directly refer to for information.

By the same token, the team management dashboard provides a holistic view of all KPIs. 

Not just cloud, Spiceworks is also available ‘on-premises’ to effectively manage in-house help desk tasks. Through the Spiceworks mobile app, IT teams can easily manage the tickets on their iOS and Android smartphones.

Lastly, Spiceworks offers a robust network monitoring and alerting feature where you can track everything going on within the network. Receive alerts whenever end-users download risky software, or when there’s suspicious activity. Furthermore, you can refer to the global Spiceworks community to search for best practices and tips to use Spiceworks in the best possible way.

Advantages of Spiceworks Cloud Help Desk:

• Free  
• Easy to use
• Available in cloud and on-premises versions
• Offers a mobile app for remote use
• Intuitive interface
• Ticket management is excellent
• Perfect for SMEs

Pricing of Spiceworks:

• Free to host in the cloud No hardware or other installation is needed.
• For self-hosting, Spiceworks is Free Install the software and run it on your server. You are responsible for managing and backing it up.

Why Do We Need Spiceworks Alternatives?

Spiceworks Cloud Help Desk is one of the popular solutions out there used by myriads of businesses across the globe to manage their tickets, IT tasks, and activities within the network. However, because Spiceworks is free to use when hosted or you host it, it can be pretty limited in its functionality.

It is less comprehensive and sophisticated in its operation, functionality, and features than other paid platforms in the market. Besides, Spiceworks doesn’t offer live chat or SLA tracking features, and the forceful ads can be pretty irksome as well.

This is the reason why many of us may be looking for the best Spiceworks ITSM Alternatives that are more detailed and offer a highly intuitive interface.

Here we have reviewed the Best Spiceworks ITSM Alternatives for businesses looking for potential help desk solutions: 

The Best Spiceworks ITSM Alternatives

1. NinjaOne – FREE TRIAL

NinjaOne is an all-in-one, modern platform that simplifies your IT workflows and aids in delivering pleasant user experiences. Leverage the platform to manage, automate and remediate all IT management tasks-from a single console.

Key Features:

• Context-rich automated IT ticketing improves service delivery and reduces ticket resolution times
• 360-degree visibility into all incidents, devices, and requestor information
• Full RMM capabilities with remote management actions in just a single click.
• Automated Ticket Management comprises ticket routing, RMM alerts, and ticket escalation with robust ticket automation rules
• Take remediation actions directly within tickets as ticketing is integrated with the endpoint management capabilities 
• Condition-based automated ticket generation. Plus, event-based and time-based ticket automation to route tickets to the right IT professional
• Time-tracking, unlimited customizable forms, unlimited custom fields, and in-line activity log for auditing. 
• Unlimited support for email captures and automation workflows
• Brandable customer self-service portal to seamlessly create, update, and respond to tickets.
• Real-time dashboard with built-in reports

Previously known as NinjaRMM, NinjaOne houses impressive features such as remote management, patch management, proactive endpoint monitoring, IT asset management, remote control, IT services desk capabilities, and much more.

You can get started with a 14-day free trial.

2. ManageEngine ServiceDesk Plus – FREE TRIAL

The next reliable Spiceworks alternative is the ManageEngine ServiceDesk Plus. It is a robust help desk management platform that helps businesses implement process automation for their core help desk and IT service applications. 

Key Features:

• Incident Management allows you to manage the entire lifecycle of incidents. Right from pinning incidents to an agent, to automatically dispatching tickets, SLA, alerts, business rules, ticket escalation, and ensuring timely ticket resolution-you can control it all.
• Project management aids root cause analysis to prevent recurring incidents and allows you to link related incidents to an internal issue, raise new issues within an incident, close incidents, and much more.
• Change management helps you plan, review, prioritize, schedule, and execute changes by taking insights from CAB (Change Advisory Board). Automated workflows prevent the execution of failed or unauthorized changes.
• With asset management, discover, track and manage your IT assets-hardware and software from a single console. Plus, track license compliance. 
• Use Gantt charts to monitor and track the overall progress of your IT projects.
• Track and get full traceability and visibility into your IT purchase and contracts.
• The self-service portal helps customers solve common incidents on their own through the Knowledge Base.
• Efficiently manage your IT stack with CMDB. Track and manage all configurations and map their interdependencies.
• Create and track SLAs.
• More than 150+ built-in reports

With automatic ticket dispatching, new tickets are automatically assigned to IT personnel as per their availability and current caseload. The ‘Business rules’ feature automatically classifies, categorizes, prioritizes, and assigns tickets to relevant IT experts based on a set of dynamic rules.

Apart from the help desk, ManageEngine ServiceDesk Plus also encompasses contract management, project management, SLA management, IT asset management, and KB (knowledge base) builder capabilities. Start a 30-day free trial.

ManageEngine ServiceDesk Plus Access a 30-day FREE Trial

3. SolarWinds Service Desk

SolarWinds is a robust cloud-based Service Desk that leverages AI, ML, and automation capabilities to streamline your IT services and reinforce self-service for employees. The software allows you to accept tickets from users via a service portal, email, live chat, phone calls, mobile app, and even personally.

Key Features:

• Create a service portal for end-users where they can easily create tickets and requests
• Incident management allows you to consolidate, manage, and prioritize tickets
• Integrates with other SolarWinds solutions
• Track all your IT assets such as POs (purchase orders), software, hardware, etc. with fully integrated IT asset management 
• IT Service catalog helps you standardize service requests and fulfillment procedures for employees
• Keep track of license compliance, maintenance, and subscription details-all in one place
• Change management aligns ITIL processes to successfully plan, review, and execute change across the enterprise.
• CMDB (Configuration Management Database) software provides deeper visibility into your tech stack
• The real-time dashboard provides a 360-degree view of your service desk
• Create a help desk KB (knowledge base) that consolidates articles, informative posts, and solutions
• Supports 40+ languages

Additionally, SolarWinds has sophisticated reporting abilities for your CSAT scores, ITIL practices, SLA breaches, issue resolution time on average, and so on. And to plan, implement and review changes across your organization effectively, it offers a reliable change management feature as well.

The in-app ‘whiteboard’ is where you can seamlessly share ideas and collaborate with other IT professionals to resolve challenging issues.

4. Atera

Atera is an all-inclusive platform comprising RMM (Remote IT Monitoring and Management) and PSA (Professional Service Automation) software for IT businesses. 

Key Features:

• Help desk and ticketing software with customized automation offer ticket scheduling, automated ticket generation, calendar integrations, and much more.
• AI-based automated ticket tagging to route tickets to the right IT personnel
• Create Ticket automation rules 
• The customer portal synced with the ticketing UI provides 360-view into all communications and tickets
• Detailed knowledge base for better self-service expertise
• Billing integrations gather and organize billable data and create invoices.
• Create flexible contracts that align well with customer needs
• Automated reports and analytics 
• Configure emails to automatically respond to new tickets and closed ones
• Automate patches for Mac, Windows, and other OSs.

It has everything you could expect for efficient IT Service Management-right from remote access, patch management, built-in PSA, RMM, IT Automation, billing, and AI tagging, to alerting, reporting, and ticketing.

5. HaloITSM

HaloITSM is a cloud-based, ITIL-aligned solution designed to streamline your IT services. It offers imperative features such as a customizable KB, incident management, a self-service portal, problem management, a real-time project dashboard, an ITIL Service Catalog, inventory management, and Asset Discovery.

Key Features:

• Incident Management helps you manage incidents like a pro, meet SLAs, and resolve issues faster. It centralizes all your communications and automates your workflows.
• Service Catalog with a self-service portal allows your customers to request and search for the exact information they’re looking for. 
• Change Control feature provides an in-depth view into all the changes within the enterprise to help you plan, track, and prioritize changes, on any scale.
• Asset Management centralizes the management of all your configuration items and IT assets. 
• Powerful CMDB helps you track configuration items and analyze dependencies between CIs to easily log issues and incidents if any.

HaloITSM standardizes and analyzes your IT processes to make sure they align well with the business requirements. 

The platform also integrates with Microsoft, Sage, Slack, Twitter, QuickBooks, and a bunch of other systems to make it feature-rich. Overall, it is a cost-effective solution that offers unlimited mailboxes, reports, assets, customers, etc.

6. GoTo Resolve (formerly RescueAssist and GoToAssist)

GoToResolve, previously known as RescueAssist and GoToAssist, is cloud-based, free helpdesk software with modern ticketing features. In 2018, LogMeIn’s GoToAssist was rebranded as RescueAssist. This robust remote support platform helps you act on, respond to, and resolve issues-all via a single console.

Key Features:

• Time-optimizing and IT automation features such as multi-session handling, unattended access, admin mode, file transfer, reconnect/reboot, and in-session system diagnostics
• Enterprise-grade, advanced security
• Remote access, ticketing, support, and camera sharing
• Multi-platform problem-solving
• Conversational ticketing 
• Supports iOS, Mac, PC, Chromebooks, and Android devices

8. Ivanti Neurons for ITSM

Ivanti Neurons for ITSM modernizes service delivery for IT businesses. It can be deployed on-premises, in the cloud, or even in a hybrid infrastructure. Ivanti Cloud Service Manager comprises Change, Problem, Incident, and Release Management, a self-service portal with third-party integrations. ITIL-aligned processes improve support efficiency and performance. 

Key Features:

• Asset optimization provides complete visibility into software and hardware assets
• AI-powered chatbots and self-service portals
• Automation services improve service quality and require no code
• Runs on mobile devices
• Role-based dashboards to monitor service quality, delivery, and commitments 
• Deploys in the cloud, hybrid stack, and on-premises 
• Reporting capabilities
• Incident, Problem, and Knowledge Management 

Ivanti Neurons for ITSM can automate workflows to make them compliant, secure, and efficient. 

Cloud-based automation bots provide proactive support to resolve employee issues faster. It has a drag-and-drop design to offer impressive no-code capabilities when configuring workflows and UIs.

Conclusion

With this, we wrap up our detailed review of Spiceworks and the top Spiceworks ITSM alternatives. Since you’ve gone through the post, we hope it will help you choose an ITSM solution that best suits your needs. 

Spiceworks may lack a rich set of features for IT automation and help desk capabilities, and that’s the prime reason why you may be looking for ITSM alternatives. Hence, make sure the product you choose has the desired help desk and automation features you want.