Spiceworks Review
April 04, 2016

Spiceworks Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks

Spiceworks is being used by our IT department only, currently. We installed it initially to use it to inventory our network. We have recently started using it for service monitoring and various other uses via plugins and add-ons.

Pros

  • Network device inventorying.
  • Locating new devices and rogue devices.
  • Inventorying installed software to maintain compliance with guidelines.
  • Keeping up with hardware specs for life-cycle management.
  • Identifying unusual network traffic.
  • Keeping up with server up-time and alerting if a server or cloud service is down.
  • Asset location tracking.
  • Verifying Warranty information on brand name PCs.

Cons

  • Their help desk feature, while robust, tends to be a little quirky for end users.
  • Most parts of Spiceworks are Free, so how can one complain about that!
Footprints, Zendesk, and TrackIt.
Well Suited: Free solution with many many uses that is supported by many major vendors.
Needs some work: Knowledge base needs to be more easily customizeable for internal systems only.

Spiceworks Help Desk Feature Ratings

Incident and problem management
7.5
Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
7
ITSM collaboration and documentation
7
Ticket creation and submission
7
Ticket response
8
Self Help Community
8.5
External knowledge base
10
Internal knowledge base
7
Multi-Channel Help
8.0
Customer portal
8
IVR
7
Social integration
8
Email support
9
Help Desk CRM integration
8

Using Spiceworks

IT, Administration, Inventory, Security, Helpdesk, Technicians
4 - Sys Admins, dba's, repoting, techs
  • Device Inventory management
  • Rogue Device detection
  • Network Mapping
  • Identification of Applications on Workstations.
  • Workstation hardware specifications analysis.
  • Lifecycle management of Workstations
  • Looking into the helpdesk features which appear quite robust.
  • Internal FAQ and Knowledgebase.
It is a very versatile and useful product that continue to get better.

Evaluating Spiceworks and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Third-party Reviews
Trial use of the product.
Would not change this process

Spiceworks Implementation

The fact that it cannot use Microsoft SQL for its db, but instead it self-installs it own little SQL lite. This makes it difficult for us to use it with our primary reporting server/service.
  • Implemented in-house
Change management was minimal - N/A
  • The fact that it cannot use Microsoft SQL for its db, but instead it self-install it own little SQL lite.
  • This makes it difficult for us to use with our primary reporting server/service.

Spiceworks Support

Never had a question or issue go unresolved or unaddressed.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - It is vendor and ad supported for most options.
Setup

Using Spiceworks

It requires a bit of exploration and playing, but once learned it is quite robust.
ProsCons
Like to use
Easy to use
Well integrated
Consistent
Convenient
Feel confident using
Requires technical support
  • Overall the product is simple to set up and get up and running in a minimal amount of time.
  • I wish Spiceworks would support installation on Microsoft SQL as opposed to forcing the use of its built in SQL-lite which makes reporting outside of the UI difficult at best.
Not Sure - It is useful

Comments

More Reviews of Spiceworks Help Desk

  1. Home
  2. Help Desk Software
  3. Spiceworks Help Desk Reviews
  4. User Review of Spiceworks Help Desk