Qualio vs. Spiceworks Cloud Help Desk

This is one of the most user-friendly QMS programs I have used because it does not require lengthy training to navigate the system. We are able to bring on a new employee and have them start their own initial onboard training in Qualio with only a simple introductory message that shares a few key instructions. The available training in Qualio Help has proved very effective when needed. An individual can pick whatever training is appropriate at that moment and there will be instructions on demand on any topic related to Qualio operations. Qualio is relatively new software and is maturing with a responsive staff that releases new updates on a monthly, weekly, or even daily basis. It has grown incapability in the two years I have used it and it continues to evolve through customer inputs and looking at other state-of-the-art products. The staff listen and respond quickly compared to my past experiences with other QMS software. There is an opportunity for them to provide more and better features, but the gap is closing and the Qualio engineers have been very collaborative to work with, providing us opportunities to participate in their directions for growth.

Incentivized

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.

Incentivized

• Readily available policy documents to access any at any time which we wanted to access.
• Quickly identify, understand and compare the older and newer version difference of the SOPs and to understand the changes which have made.
• all the SOPs DOPs at the same place with secured access.
• Particularly the upgraded version of Qualio is so classic and the dashboard and menus are easily able to understand to any new user as well.

Incentivized

• 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.

Incentivized

• I would appreciate if similar documents are grouped together. For instance if engineering documents are put in one category and management document in a different category
• Qualio has links to external documents but it would be helpful if it linked the user to sections within the document also
• I would prefer that users be able to purchase licences directly without contacting a representative

Incentivized

• 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.

Incentivized

as i already mentioned earlier.... Qualio definitely makes things run smoother, especially with keeping compliance in check and reducing errors. The setup took a bit to get everyone on board, and yeah, the costs can stack up over time. But overall, it’s been a solid tool that’s saved us time and stress, so it’s definitely worth it.

Incentivized

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.

Incentivized

I think the system is usable, but only to a certain extent. If the organization using Qualio did not outright need audit trails and functionality around metadata compliance, then it would be an okay system to use. However, there are systems that are approximately the same cost, but are fully compliant. It depends on your organizations needs

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

Incentivized

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.

Incentivized

Two great things Qualio has for customer support. 1. They are available online and on the phone, if needed, 24/7 with very friendly and knowledgeable people. Usually, the wait is no more than 10 or 15 min, and while you wait, you can search their online help library. I used to call first, but now I've found that their online help library usually has he answers already and the instructions are clear. Usually, I learn more than I needed. So I now go there first and only call if I don't find anything in the online help library.

Incentivized

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.

Incentivized

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

Incentivized

We selected Qualio over Greenlight Guru because of the flexibility offered in adapting the system to support software as a medical device (SaMD) processes. Greenlight Guru was more expensive and very focused on hardware medical devices which did not fit our needs.

Incentivized

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.

Incentivized

• The number of emails received.. end up just deleting as it is spamming my inbox.
• Benefitting from E-sign approvals.
• Keeping track of our documents in a efficient and better way.
• Amazing to use a cloud based system where everything is not on paper.

Incentivized

• 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.

Incentivized