Likelihood to Recommend I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
Read full review 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.
Joe Foran Director Of Information Technology and HIPAA Privacy Officer
Read full review Pros Follow pre-defined workflows for ticket types. Properly route tickets & messages to internal users. Offer a simplified interface for writing message templates and workflows. Read full review 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. Read full review Cons Interface could use a facelift Communicate with users from tickets When all task have been completed the option to close the ticket should be available, or it just hangs out there Read full review 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. Read full review Likelihood to Renew Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
Read full review Usability Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
Read full review Reliability and Availability 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.
Read full review Support Rating Support system is very good. I believe they have done an excellent job supporting our questions
Read full review 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.
Read full review Implementation Rating 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
Read full review Alternatives Considered They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.
Read full review 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.
Read full review Return on Investment Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked. The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization. Read full review 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. Read full review ScreenShots