Spiceworks: Low cost, versatile and easy to use
Anonymous | TrustRadius Reviewer
December 11, 2018

Spiceworks: Low cost, versatile and easy to use

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Spiceworks

We use Spiceworks as a Help Desk ticketing system for our IT dept. We primarily use it for our dept. but have opened it up to some end users.
  • Tracks issues
  • Allows us to categorize tickets
  • Provides some metrics for ticket resolution
  • Slow response time when logging in
  • Does a better job with windows assets that mac assets
  • I would say this product has neutral impact. As a Google School we utilize some Google features for some things that we might otherwise utilize in Spiceworks.
I was not directly involved in the evaluation but I know that cost (free) was a large driver in the choice of Spiceworks. I have used WebHelpDesk which at that time was somewhat Mac-centric and as an Apple Administrator that feature was appreciated.
For anyone looking for an inexpensive or free solution, this one fits the bill. It is pretty easy to set up and allows you to add technicians as well as ticket categories and buildings. I have used other expensive systems that are perhaps better at ticket routing and utilizing escalations to multiple tech levels but we do not need those functions.

Spiceworks Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
8
Ticket response
8
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
3