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Spiceworks Cloud Help Desk Reviews and Ratings

Rating: 8.1 out of 10
Score
8.1 out of 10

Community insights

TrustRadius Insights for Spiceworks Cloud Help Desk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Intuitive and User-Friendly Interface: Users have consistently praised the intuitive and user-friendly interface of Spiceworks Help Desk. Many reviewers have stated that the clean and efficient design of the ticketing system makes it easy to navigate and manage support requests. This user-friendly interface contributes to a smooth and seamless task completion, enhancing the overall user experience.

Convenient User Portal: The user portal in Spiceworks Help Desk provides a convenient landing page for end users to create and update tickets. Numerous users have expressed appreciation for the accessibility factor, as the user portal can be accessed via a browser without requiring specialized software. This accessibility adds to the usability and convenience of Spiceworks Help Desk, allowing anyone to submit help requests easily.

Customization Options: The ability to customize workflows, inventory management, and response management in Spiceworks Help Desk has been highly valued by users. Many reviewers have mentioned how they appreciate the flexibility provided by this software, as it allows them to tailor it according to their specific business needs. The customizable aspects contribute to its adaptability and usefulness for different organizations.

Reviews

84 Reviews

Jeetendar Kumar's Review

Rating: 10 out of 10
Incentivized

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

Likelihood to Recommend

It's easy and simple for small organization to setup new ticketing software

JK
Jeetendar Kumar
IT Analyst in Information Technology at SIUT (501-1000 employees)
Vetted Review
Spiceworks Cloud Help Desk
3 years of experience
View profile

Great Helpdesk Software on a Budget

Rating: 10 out of 10
Incentivized

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

Likelihood to Recommend

Spiceworks Help Desk is well suited to replace any help desk software on the market but is probably not the best solution to totally replace an RMM software as those have more features. It is also well suited to keep configured as a backup helpdesk as it is easy to deploy and can be relied upon in an emergency situation.

EH
Edwin Harrison
CTO in Information Technology at CareFirst Medical Management (201-500 employees)
Vetted Review
Spiceworks Cloud Help Desk
10 years of experience
View profile

Streamlined IT Support Excellence

Rating: 9 out of 10

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

Likelihood to Recommend

Spiceworks Help Desk is ideal for handling support, problems, and service requests. It excels at ticketing, request, and incident tracking, and it includes a knowledge library for typical problem remedies. However, it may be less suitable for large firms with complicated processes and considerable customization requirements, as well as organizations requiring service management outside of IT.

SR
Sandeep Reddy
System Support Engineer in Information Technology at Novel Office (201-500 employees)
Vetted Review
Spiceworks Cloud Help Desk
2 years of experience
View profile

Best free product available

Rating: 8 out of 10

Use Cases and Deployment Scope

Primarily network discovery, inventory and help desk. We used the alerts system regularly until we replaced that functionality with a true network monitoring service. We used the help desk until we replaced it with Solarwinds Service Desk cloud. We mainly used inventory to track software usage as the fixed assets were already being monitored by our finance group.

Pros

  • Easy implementation
  • Free licensing for most critical features
  • Does a good job of maintaining a free product

Cons

  • Help desk is a bit underdeveloped
  • Lack of flexibility prevents it from being a real monitoring solution

Likelihood to Recommend

If you're limited by budget, there is no better free solution. We used it for about 7 years and only moved on because we felt like we outgrew the feature set. Little to no risk to throw it on a new VM and see how it works in your organization - when you see it at work with your data you'll be convinced of the value.

VU
Verified User
Director in Information Technology (1001-5000 employees)
Vetted Review
Spiceworks Cloud Help Desk
10 years of experience

Great Tool for Small and Midsize Enterprise IT Departments

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I implemented Spiceworks Help Desk 9 years ago at my previous employer. I had a team of 5 technicians and prior to me taking the leadership role there, they had no formal way of tracking help desk requests. It was very easy to implement and it had everything I needed to keep the team organized which ultimately improved on our SLA times. I left that organization 5 years ago and came to a new company that had no formal process in place either. I setup Spiceworks the first week I was here and we have used it ever since. We have run over 10,000 tickets through it so far.

Pros

  • Creating Tickets from multiple sources
  • Simple Reporting
  • Free Remote Control
  • Great Knowledgebase

Cons

  • It does everything I need it to do and pretty well.

Likelihood to Recommend

If you are looking for a Free or Low Cost Help Desk for a Small to Midsize Team, Spiceworks is a perfect tool. Larger Organizations may need something more robust. We are a shop of 4 techs and close to 500 users and it works very well.

JR
Jeff Reed
IT Director in Information Technology at The Buccini Pollin Group (201-500 employees)
Vetted Review
Spiceworks Cloud Help Desk
9 years of experience

Lots of features, and you can't beat the price!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We currently use Spiceworks Help Desk as an internal network monitoring tool, keeping track of new users, new computers, disk space on servers, devices that are down, etc. We used to use the help desk feature for internal IT help ticket requests but no longer use it for that purpose. We are a small business, so it is used across our whole organization.

Pros

  • Monitor for devices down or needing updates
  • Satisfy SOC audit requirements
  • Monitor server disk space
  • Monitor printers needing ink/toner
  • Good community support

Likelihood to Recommend

For a small business with a limited network infrastructure, this is a great, free tool for monitoring and help desk support. In addition, there is a great community of IT specialists who have contributed to its development and are always willing to help out with configuration or issues.

KT
Kelly Turner
Project Manager in Information Technology at ProBenefits, Inc. (11-50 employees)
Vetted Review
Spiceworks Cloud Help Desk
5 years of experience
View profile

Spiceworks Help Desk Review

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Spiceworks Help Desk is used to manage our entire IT helpdesk operation. Users across the entire company access it to submit helpdesk tickets, make purchase requests, and check status. The IT department I oversee works the individual ticket items.

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

Likelihood to Recommend

It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.

JF
Joe Foran
Director Of Information Technology and HIPAA Privacy Officer in Information Technology at Continuum of Care (501-1000 employees)
Vetted Review
Spiceworks Cloud Help Desk
15 years of experience
View profile

Great ticketing system

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use [Spiceworks Help Desk] to manage technical support tickets for all clients, some of them use our product on tablets, phone, and laptops so [are] important that it runs on almost any device, is web-based and responsive and that allow us to respond to issues effectively and fast, assuring customer satisfaction.

Pros

  • Responsive runs on almost any device.
  • Light and easy user interface for both users, administrators, and developers.
  • Easy to set up on your own cloud or using their servers.

Cons

  • The fonts and colors could be more light.
  • The UI could be more minimalistic.
  • The setup wizard could be better.

Likelihood to Recommend

For technical issues, when you have an external customer works awesomely, as well for internal IT ticketing, for development tickets that need more details, there are better tools like JIRA Ticketing to manage them since more information is required in order to fix bugs or add new features our customers expect.

HA
Héctor Aguilar
Ruby on Rails Developer in Information Technology at Chunch.es (1-10 employees)
Vetted Review
Spiceworks Cloud Help Desk
2 years of experience
View profile

Spiceworks Help Desk Makes My Job Simple

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Spiceworks Help Desk is a great tool used by our large non-profit organization. We primarily use the tool to organize our technology needs. After submitting a request, our technology department is able to complete the request in an efficient, quick manner.

Pros

  • Easy to use platform
  • Inventory mangement
  • Efficient alerts

Cons

  • Confusing mobile app
  • Outdated interface
  • Attachment feature needs work

Likelihood to Recommend

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.

VU
Verified User
Director in Customer Service (1001-5000 employees)
Vetted Review
Spiceworks Cloud Help Desk
4 years of experience

Spiceworks Help Desk gets the job done!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We currently use Spiceworks Help Desk to manage tech tickets for a high school with over 200 employees. It is used school-wide. Currently, it's helping us to track and assign tickets to our limited number of tech staff. It also allows the users to see where the ticket sits in terms of progress.

Pros

  • Easy creation of tickets
  • It's easy to add custom fields
  • Adoption is simple
  • Metrics can be tracked

Cons

  • There are ads present, it could be cleaner
  • The search function is lacking
  • There is some difficulty upgrading

Likelihood to Recommend

This works for us in a couple of different ways. It allows users to create their own tickets OR we can input directly. It is very easy to modify tickets if additional information is added. It is an easy end-user experience in creating and updating tickets. The portal also gives a landing page for all users.

CH
Cynthia Hinderliter
Dept Chair of IT in Information Technology at Pekin Community High School (201-500 employees)
Vetted Review
Spiceworks Cloud Help Desk
10 years of experience