Spiceworks Cloud Help Desk vs. Workday Professional Services Automation

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.

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If you are a company with very little administrative or IT staff that can be dedicated to run, train, and launch - this is the perfect tool for you because it requires very little on the set up end and training. It looks like a social network so a platform many are already used to seeing. Its definitely a very powerful product with an easy interface, providing a stellar customer experience

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• 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.

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• Very fast authentication
• Page uploads are reliably compete with pre filled and carried forward data elements.
• Easy to employees to navigate from one app to the other so they can be efficient in achieving success an ls completing imp tasks.
• Screen organization and menu choices flow intuitively and the processing behind the scenes follows the logic users expect.

• 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.

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• Would like to be able to use it for clocking in and out
• The dashboard user interface could be improved to include more pertinent information
• Would be nice to hide features that we use other applications for (i.e. org chart, pay, expenses)

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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.

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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

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As noted, good tools that allow faster development. Dev teams find it is easy to test things out and demo for business users

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.

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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.

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With workday support options, I would like to see a more immediately responsive response option. Possibly a chat or a responsive email response team would be helpful.

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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

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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.

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I was not on the selection team for Workday Profession Services Automation; it was the HR system used by our parent company. However, I have had several opportunities to work with Workday in other HR roles, and have also worked extensively with Oracle products. Workday Professional Services Automation seems more dynamic than the Oracle Suite I've utilized in the past.

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• 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.

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Independently Invited by TrustRadius

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• While I don't use the program at a high-level I can see the time-saving effectiveness for administrators.
• By giving a self-serve interface I feel in control of my pay/benefit management.
• Less time spent on HR administration frees up bandwidth for helping colleagues.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info