#1 most frequent
United States of America
61.9%946 installations of 1,529
What is Spiceworks Cloud Help Desk?
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.
Categories & Use Cases
Videos
Top Performing Features
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Areas for Improvement
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Who Buys & Uses Spiceworks Cloud Help Desk
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
7.9%121 installations of 1,529
#3 most frequent
Canada
5.2%79 installations of 1,529
Jeetendar Kumar's Review
Use Cases and Deployment Scope
I have worked on Sspiceworks Help Desk's two features , first to create and manage tickets and secondly I used to manage inventory of all IT equipment's.
Pros
- User friendly GUI
- Easy to create new options
- Simple to take back up of server
Cons
- More premium features need to be added
Return on Investment
- It requires one person to manage this software
- Less expensive
Usability
Alternatives Considered
Jira Service Management and TeamDynamix IT Service Management (ITSM)
Other Software Used
Jira Service Management, Salesforce CMS, Spiceworks Help Desk
Great Helpdesk Software on a Budget
Use Cases and Deployment Scope
we have used Spiceworks Help Desk as our helpdesk and inventory software as you cannot beat the price (free) and it works as well as software we were paying over $100 a month for. This has made for a seamless transition and saved much needed IT budget for other items that are more necessary for daily operations
Pros
- Function as a help desk
- network inventory
- a fantastic resource for solutions to problems that other technicians have solved saving valuable time and resources
Cons
- integrateion options such as google workspace
- be able to influence built in software like windows defender
- maybe add some remote and patch management integrations
Return on Investment
- Reliable helpdesk ticket system
- reliable network inventory system
- saves the IT department Money each month
Usability
Alternatives Considered
NinjaOne, N-able N-central and Atera
Other Software Used
Atera, NinjaOne, Splashtop, AnyDesk
Streamlined IT Support Excellence
Use Cases and Deployment Scope
Spiceworks ticketing tool has great advantage to track day to day issues related or service request related tickets, User interface was much easy and has multiple options to explore for various kinds of tickets. We manage all IT-related support and service management within our organization using Spiceworks Help Desk. The major problem which we had faced was its initial configuration, where authentication methods has been changed so it is little bit complicated for first time users to configure.
Pros
- Issues Tracking
- Request Management
- Incident Management
- Reporting and Analytics
Cons
- Initial Configuration
- Backup and Restore Method needs to be changed
Return on Investment
- Improved Efficiency
- Cost savings
- Visibility and Insights
Alternatives Considered
Zendesk Chat
Other Software Used
MySQL, Microsoft Azure, Amazon Web Services
Spiceworks, the T-Rex of Help Desks.
Pros
- Easy creation of tickets whether via email or input directly from staff.
- Multiple options including the ability to add-on or modify as needed.
- Easy end user experience in creating and updating tickets.
- User portal giving a landing page for end users accessible via browser.
Cons
- The cloud version has some limitations when it comes to how emails are sent to it via specially made applications.
- More roles and notifications options specific to each role.
Most Important Features
- Ticket created via email, IT employee, or user portal giving multiple options.
- Customizable features such as auto-responses, categories, and even sub tickets to document side work that applies to the main ticket.
- Easy access to the community to research problems and find answers or solutions needed.
- Multiple users access levels to limit or not limit what a help desk user can do.
Return on Investment
- ROI is very high with the price being free for either on premises or cloud based help desk options.
- Adaptable to more than just an IT department. Example: using it for Facilities to track work done or needing to be done.
- Easy reply to email system for end users to utilize. An email update automatically updates tickets even including attachments if applicable.
- Low learning curve for new users of the help desk allowing for quicker start times for those employees.
Other Software Used
Unitrends Data Center Backup and Recovery, Veeam Backup for Microsoft Office 365, Code42 (formerly CrashPlan), Sophos XG Firewall
Spiceworks Help Desk Review
Pros
- Workflow
- Customization
- Inventory
- Response Management
- Escalation
Cons
- The desktop version has been supplanted by the online version (and a local version of that online version), losing a lot of core functionality
- Ticket collision
Most Important Features
- Ticketing
- Reporting
- Inventory
- System Alerts
- The Community
- Spiceworks Live Events
Return on Investment
- At the low price of free, it has had instant ROI over previous helpdesk tracking, even when including the value of labor spent on ticket management
- The live events are always educational and worth the time.
- The community is top notch
- The product reviews are unbiased and fair, as well as coming from real-world users
Alternatives Considered
Jira Service Management (Jira Service Desk), SysAid and Dragon RMM (ITarian / Comodo ONE)
Other Software Used
Zoom, Microsoft Teams
