Item: Spiceworks Help Desk
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

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.

Other Software Used

Jamf Pro, Apple Remote Desktop, Apple iCloud, Amazon Web Services, Skyward HRMS, Infinite Campus

Likelihood to Recommend

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: Low cost, versatile and easy to use

Overall Satisfaction with Spiceworks

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Other Software Used

Likelihood to Recommend

Spiceworks Help Desk Feature Ratings