Spiceworks Cloud Help Desk

Score7.1 out of 10

248 Reviews and Ratings

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

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

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

#1 most frequent

Professional, Scientific, and Technical Services

17.4%

227 installations of 1,308

#2 most frequent

Information

9.5%

124 installations of 1,308

#3 most frequent

Manufacturing

8.9%

117 installations of 1,308

Jeetendar Kumar View profile

IT Analyst in Information Technology at SIUT (501-1000 employees employees)

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

Edwin Harrison View profile

CTO in Information Technology at CareFirst Medical Management (201-500 employees employees)

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

Sandeep Reddy View profile

System Support Engineer in Information Technology at Novel Office (201-500 employees employees)

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

Mike Goularte

IT Technician in Information Technology at Briarpatch Food Coop (51-200 employees employees)

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

Joe Foran View profile

Director Of Information Technology and HIPAA Privacy Officer in Information Technology at Continuum of Care (501-1000 employees employees)

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

Usability

BMC Helix Remedyforce

BMC FootPrints

Pulseway

Web+Center

Spiceworks Cloud Help Desk

What is Spiceworks Cloud Help Desk?

Categories & Use Cases

Key Features

Top Performing Features

Ticket creation and submission

Ticket response

Email support

Areas for Improvement

Internal knowledge base

IVR

ITSM collaboration and documentation

Most Frequent Users

Professional, Scientific, and Technical Services

Information

Manufacturing

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Usability

Related Products