Ideal helpdesk tool for SMB
January 21, 2013

Ideal helpdesk tool for SMB

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review

Software Version

'6.1.01109

Overall Satisfaction

Pros

  • Spiceworks is great for tracking helpdesk requests from start to finish.
  • Inventory (tracking networked and other assets) suffices for SMB / SME but gets unwieldy in larger environments.
  • SMB / SME provider community is very helpful.

Cons

  • The search function does not support boolean logic and is a bit lacking.
  • Knowledge base needs work in search and sharing.
  • Saving several thousand dollars per year and accomplishing the same.
It's free and does the job. We use Google Docs and Evernote as knowledge base replacements.
Spiceworks is a portfolio company.

Product Usage

60 - Two helpdesk personnel and the rest for ticket submission and tracking.
1 - Helpdesk personnel
  • IT Helpdesk

Evaluation and Selection

Implementation

Training

  • Self-taught
Easy, but the on-line videos are helpful from a how-to-use perspective.

Support

The community support is strong but can be slow, like all communities, on difficult items.
No - N/A

Usability

Two points off for Search and Knowledge Base.

Reliability

System has run without issue for a year. Upgrades are quick and easy,

Integration

  • All SNMP enabled devices.
  • Windows servers and workstations.
High-level integration and easy to accomplish.

Vendor Relationship

Comments

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