Spiceworks Cloud Help Desk

It works well for a small business support desk

Comments: The UI is intuitive and easy to use, especially if you're new to helpdesk software. It's easy to use and efficient, making it ideal for a company with a small support staff. It's simple to use; I was able to set up my agents and ticket alerts and begin receiving tickets in a matter of minutes.

Pros:

For internal clients, we rely only on Spiceworks as our ticket-based support system. If a user experiences a problem that can be resolved by IT, they need only visit the site and, in a matter of seconds, create a ticket that includes screenshots and other information that will aid us in fixing the problem as soon as possible.

Cons:

My only gripe is that it is not simple to view all tickets in one place, regardless of their status, using the "my tickets" feature.

Ever looking for an IT Asset Management App to use ..... Spiceworks has it all

Comments: My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation.

Pros:

The beauty of updating IT Assets all in one place from Mobile device to Laptops to Printers and the ability to save credentials for assessing those devices in a shot note for easy of continuity.

Cons:

I haven't find any fault using the app, so there is non for me to write

Spiceworks Cloud Help Desk review

Pros:

Spiceworks works well as a free help desk system. It does what it says on the tin. It has decent audit logging, relatively easy configuration, and a simple user interface.

Cons:

It being free holds back some of the functionality, the way statistics are shown on the dashboard isn't consistent, and it's very barebones overall.

Spiceworks works

Comments: We had a more analog way of putting in maintenance and IT requests prior to Spiceworks. The process was changed to a similar system as Spiceworks and then our company started to utilize Spiceworks. On my end I do not see a difference. I like that we are able to track a ticket and staff can communicate through the request. The maintenance workers find it easier to organize and prioritize the jobs as well.

Pros:

Our maintenance and IT dept use Spiceworks for staff to put in tickets for requests. It is easy to do and I get alerts when ticket is assigned to a worker.

Cons:

It really depends on who is accepting the tickets on the other end. Sometimes I will put in a ticket and it will remain open until a human assigns it or closes it on the other end. This program works great with the help of a real human.

Good ticket management for basic ticket management

Pros:

It's cheap and relatively easy to use - good community around it also.

Cons:

the system was slow compared to others (on prem version)

Best bang for Buck IT Ticket System for infrastructure support

Comments: Spiceworks filled the void where we relied on email for managing internal IT support cases, it's was a significant improvement for issue tracking and managing workloads. It's completely free you just need the hardware to host / run their solution. For anyone who is using email or teams channels to manage internal support cases just stop and switch to spiceworks. The issues with spiceworks is it's very limited on functionality, there's no round [sensitive content hidden] assignments, holidays rotas and multiple dashboards for split teams. It's a very basic ticket system ideal for small teams but don't let that put you off as it's trivial to install & configure and best of all it's completely free.

Pros:

It's very easy to install & configure, their documentation on initial setup is straight forward and overall it's easy to use. It's a very basic ticket solution however it's completely free, if you're without a ticket system and just need something to get you away from emails then you'd be daft not to try it.

Cons:

The lack of advanced functionality you find in paid rival solutions, round [sensitive content hidden], holiday rota, multiple teams and advanced reporting / dashboards are none existent.

Spiceworks Review

Comments: I was moderately happy with it. We no longer use it but did use for several years.

Pros:

It was low in cost and easy to customize.

Cons:

Spiceworks is not very sophisticated and at the time, was difficult to access remotely.

Spiceworks Help Desk is a great tool

Comments: Overall Spiceworks Help Desk is a great tool to get your company Help Desk up and running with little effort. Highly recommend it.

Pros:

Spiceworks Help Desk is a great tool. It is free, easy to setup, easy to configure, easy to use, It creates a ticket number if setup to do so with an auto reply. Inviting team members is simple and all the history is logged. Very Nice!!!

Cons:

Spiceworks Help Desk is a great tool. However the Knowledge Base usually comes up with zero search results.

Spiceworks Helpdesk

Comments: Spiceworks has always worked well for me, but scalability is an issue.

Pros:

It's free and easy to setup, and a very good product if you need a basic Help Desk offering with basic features.

Cons:

Advanced features are limited, as is reporting capability.

Excellent starting place for Ticketing System and for Full Implementations

Comments: An excellent helpdesk ticketing system that if you don't have one in place should be your first stop for getting started.

Pros:

It offers a free service which is very usable, and an excellent place for any business to start if they current do not have a helpdesk ticket/reporting system. Centrally mange all the helpdesk jobs rather than relying on emails, which can be missed. Can be upgraded with a subscription to get even more features and remove advertisements.

Cons:

Only initial downside people might not like is the advertising that is built into the free version, but it is totally understandable for Spiceworks to have this, and it is not intrusive. Some of the features you might want could be only available under a subscription but all worthy ticketing systems are not free. Setup could seem daunting for a novice user but there is plenty of support and guides.

Spiceworks Review

Comments: Very satisfied software for IT inventory management and keep record of overall computer information which will be very useful to get reports for the auditing.

Pros:

Inventory management is the one of the best feature in this software. Can able to scan the devices in the network and keep track of all the information of each and every devices.

Cons:

Less customization option available for this software, so in some places have to follow the common standards instead of customized functions depends on the user needs

Spiceworks Review

Comments: Overall, my experience with Spiceworks was highly positive. The vibrant community and wealth of resources made it a valuable tool for IT professionals. It provided a platform to seek advice, troubleshoot problems, and stay connected with industry peers. While there were occasional performance issues and the user interface could have been more intuitive, these minor inconveniences did not significantly impact the overall experience. Spiceworks proved to be a valuable resource for IT professionals, facilitating knowledge sharing and enhancing collaboration within the community.

Pros:

One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience.

Cons:

While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience.

Free Lifeline for Small Businesses

Pros:

Excellent for ticketing, ease of setup, email alerting, and free of cost, making it a perfect choice for SMBs.

Cons:

Inadequate inventory system, lack of cross-team ticket routing, and absence of email alerts are areas that require attention.

Review

Pros:

I like the ticketing system. it is the only feature that I used.

Cons:

The support wasn't too responsive on my end.

Spiceworks Ticket System is the Best!

Pros:

The ease for an end user to submit a ticket and for me to communicate updates for that ticket are outstanding. I use this for a very basic IT help desk ticket system and am amazed at what you get for free. They can create tickets and communicate via a web page or via email conversations. Even with email it keeps a record of the communications with the ticket.

Cons:

None. I mostly use only the ticketing system which I have detailed above along with some of the support community message boards. I have no complaints about any of it.

Spiceworks Helpdesk Cloud - Small Enterprise

Comments: We have been able to improve our response time to user issues by appropriately configuring ticket categories, assignment rules. The number of walk-ups to the help desk has been cut by more than 50%, which has permitted our IT support staff to be able to manage their time more efficiently. Our TTR has improved, as well as the level of customer satisfaction within our organization

Pros:

This application is extremely easy to set up and configure. It can be configured as an on-premise application or in the cloud. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. There are standard data entry fields included and the administrator can add additional fields as needed. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. Data entry fields can be made mandatory if desired. When a ticket is created by a user, the ticket is entered into the system with all of the information provided by the user and the user receives a confirmation email. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. Any replies to that email are automatically added to the ticket with date and time added. Tickets can be easily closed upon completion. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue. The user portal is easily customizable with company name and other options. Users can even attach a screenshot or other file to the ticket to provide useful information beyond the text description of the user problem. Best of all, it can be used for free.

Cons:

Since this is a free IT Help Desk application, it is not nearly as full featured as some other IT Help Desk applications. Reporting is not as robust as some other applications. However, you can easily download information in .csv format and create your own reports if needed.

Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!

Comments: I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies.
For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements.

Pros:

The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code. We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network.

Cons:

Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning. Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features.

Free help desk and ticketing system with integrated AD-compatible inventory

Comments: We have used the Spiceworks ticketing system for a few years and have been very pleased by the customization options, support, and overall performance of it. It has helped to streamline the efforts of our tech team and help us to effectively organize and delegate. From the ticket overview, you can see what tickets are new, outstanding, and who their owners are (if any). The customer portal side and automated responses are very customization as well, which helps to get your tech communications effectively branded for your organization.

Pros:

The fact that it is a free product helps it to stand out. Beside that, when we did have an issue, the support was fantastic in helping us to track down and remedy the source of the problem. We really like the amount of detail you can see at a glance when using the help desk because it can aggregate the data from inventory which can include hardware devices and users. There are also many very handy plugins for Spiceworks that can help in countless ways.

Cons:

Since our users had a habit of submitting tickets with numerous large attachments, the ticket database became kind of unwieldy and there wasn't a clear way to actually delete tickets or their attachments from the database. This is good and bad, in that there's no accidental deletion of ticket history, but it can be frustration if space on the hosting server is very limited.

Considering the cost, it's a VERY powerful application

Comments: Very happy we got it. It is one of the most stable, reliable things we run here. It has genuinly made things smoother and easier for my IT Department. And yes, we are running the free version (so you know it's not a "paid indorsement"). If I ever changed jobs, Spiceworks would be the FIRST thing I installed at a new place. So much bang for low to no cost and a short learning curve

Pros:

Does a great job of managing our help desk ticketing system. Nobody likes making tickets, but with 4 techs watching the que, problems get resolved faster. We have been using the system for years. Very stable. The inventorying is reasonably robust - will let you quickly spot machines that are not up to spec for a planned upgrade.

Cons:

The polling and reporting on down devices is weak. You find out a device is down long after it actually went down, and then for DAYS it continues to aleret you the device is down (even though you have brought it back up). If you try and close the ticket, spiceworks gleefully creates another one, even though the problem is long gone. That said, we did not install this to be a network monitor, so any monitoring functionality is just icing on the cake.

Confusing, Complicated Help Desk Management

Comments: With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to the correct people, the Spiceworks causes more business problems than it solves, and we have moved on to other products that better address our needs and organizational priorities.

Pros:

The ability to respond to tickets via email with particular commands (such as assigning to a particular person, closing a ticket, etc) is very nice, and the web portal for end users to request support is nicely customizable.

Cons:

Two features of Spiceworks stand out as the least polished and most frustrating. First is the way the software deals with custom attributes for tickets. This information is tucked away in a secondary menu, cannot be easily included in email notifications of a new ticket, and is very difficult to export in any format that makes it remotely usable. Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of the software to consistently CC administrators based on the content or attributes of the tickets. I have spend many hours trying to fine-tune the settings to make sure that my fellow admins and IT techs are not bombarded with emails while also getting notifications about tickets that are relevant to their work, but have given up at this point.

Complete suite of administrative tools for your Network

Comments: Thanks to Spiceworks I was able to control each asset and foresee any problem, be it licensing or errors. The continuous monitoring of my services gives you peace of mind

Pros:

With spiceworks CM version I was able to register all the devices on my network, monitor their performance and record all my assets. My users can open tickets oriented to our services.

Cons:

It can be a bit lengthy to configure all the tools since it has a high number of variables. Ads hide good design. The translation is not entirely good.

Excellent product, free and top notch support

Pros:

Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins.

Cons:

Though the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively.

IT HELP DESK.

Comments: I highly enjoyed using this product and now with the other clients I manage with large office staffs we are also moving to this system.

Pros:

I used this ticket system when I was apart of a IT team that setup a new casino network, software, servers and etc. I started with this software and a IT Tech user and handling my tickets. This software helped me do my job more effectively. I handled my tickets and assets in one location. It allows you to keep track of which user gets which device and I used the assets by mac address. Which in the end saved me a lot of time and frustration. Other techs didn't use the asset the same way so tracking down your devices after deployment is a nightmare. Even from the end user traning was a lot easier to handle because how easy this software is to use.

Cons:

I'm not sure if this is a software issue or a setup issue. But when a user sends a email it would not auto fill in the info for the level of urgency.

Excellent Help Desk, Easy To Implement

Comments: We needed a help desk that was not only to record computer problems, but we also wanted to help us have greater visibility of the IT environment, computers that fail more, more common failures in the equipment and take advantage of that information to improve. Is very easy to implement, has integration with active directory and the visibility it gives you of the IT environment. The web site has a very complete guide for its installation and deployment. The tool goes beyond a simple help desk as you can have there Your inventory of equipment (hardware and software) and for example uninstall applications from the help desk.

Pros:

It is a very complete help desk allows you to have a great visibility of what is happening with the statistics of category breakdown, work by engineer, attention time, etc.. In addition you can create an internal knowledge base, allows you to have your inventory of equipment, reports, purchase records associated with a ticket, etc.. It is very easy to use for the end user because he only has to send a mail to a specific email address and his ticket is registered in the system. It is very stable and reliable.

Cons:

It takes time to adjust it to your needs, but it has a great forum where everyone helps you.

Great for Small Teams & Budgets; Lacks Reporting Features

Comments: For the price of free, this is a great Help Desk solution, especially for small staff. It can be a bit slow at times on the cloud-hosted solution. It also doesn't have much for options when it comes to Reporting functions, but it does all the necessities well. The Tickets dashboard is easy to understand, and they have a large community of helpful/knowledgable professionals that have helped me figure out tough issues more than once.

Pros:

I really like that it's free, especially because the team I support is drastically smaller than it used to be, and we don't need near the features we had in the past. The Ticket dashboard is easy to understand, and I like that I can easily create new Ticket Views. I also enjoy the amount of support the community aspect brings to the table. The Knowledge Base allows techs to create articles for their users, and it provides the ability for techs to look at articles of other techs outside of their company in order to draw on their expertise. I also really enjoy that I'm able to restrict what domains I can receive tickets from in order to prevent spam/junk.

Cons:

It's kind of expected with a free product, but the Reporting feature is pretty bare bones. There doesn't seem to be much in the way of options for configuring custom reports, and the available options are very limited. Every once in a while, the cloud-hosted solution is a bit slow. Other than that, I haven't experienced any issues.