Helpshift vs. Spiceworks Cloud Help Desk

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

Incentivized

Spiceworks Help Desk from the user end is very simple. Once you submit your technology needs, I automatically receive an email stating that my ticket was received and is being processed. It's also helpful to have the VNC feature so that my IT department can automatically VNC into my computer if it's a quick fix. At times Spiceworks Help Desk can be tricky because as someone who's not in a Tech role at my company, it can be hard to describe what I need assistance with writing.

Incentivized

• FAQ
• triggers by Google extensions
• customer service
• chat priority

• It helps to multitask, even on the go with the mobile App.
• We can customize to meet your needs with automated responses, notifications, and templates.
• Detailed reports allow managers to keep track [of] and analyze data.
• Allows for a database to store notes helpful for future tickets.

Incentivized

• The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization).
• Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone.

Incentivized

• I have always wanted a way to redirect a support request into another IS bin, such as a development task.
• It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
• Improved ability to customize the system generated emails to improve the formatting and company branding.

Incentivized

There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free

Incentivized

Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.

Incentivized

1. Its free. 2. Its easy to install. 3. You can have it up and running in under 1-hour. 4. You get dashboards that are easy to read so you know the state of your network. 5. You can create your own reports and not just the ones already installed. 6. Excellent tool for network administrators and security practitioners. 7. Did I mention that its free?

Incentivized

We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.

Incentivized

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

Incentivized

Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.

Incentivized

If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth

Incentivized

Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't gone with Zendesk because we've heard from multiple people that their customer support was sub-standard

Incentivized

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

Incentivized

• The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
• The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.

Incentivized

• Positive - Allow organizations to implement structured Help Desk procedures.
• Positive - IT can begin to quantify their tickets and uncover needs within the organization.
• Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
• Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.

Incentivized