Item: Spiceworks Help Desk
Rating: 9
Author: Cynthia Hinderliter

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 and Cons

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

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

Most Important Features

Real time performance monitoring
Team management
Ticket colloboration

Return on Investment

Activity monitoring
Assignment managers
Email management

Alternatives Considered

Mojo Helpdesk

Spiceworks Help Desk is free, which is an advantage. It also includes inventory tracking. Mojo help desk does not rely on Windows as a platform. Spiceworks Help Desk also allows for add ons and reporting.

Key Insights

Do you think Spiceworks Help Desk delivers good value for the price?

Yes

Are you happy with Spiceworks Help Desk's feature set?

Yes

Did Spiceworks Help Desk live up to sales and marketing promises?

Yes

Did implementation of Spiceworks Help Desk go as expected?

Yes

Would you buy Spiceworks Help Desk again?

Yes

Other Software Used

Canvas

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.

Spiceworks Help Desk gets the job done!

Overall Satisfaction with Spiceworks Help Desk