Spiceworks is Awesome
December 11, 2018

Spiceworks is Awesome

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

Overall Satisfaction with Spiceworks Help Desk

I use it for the help desk, the network tools, and remote access tools. It is only used by myself for the administration of Spiceworks. The company sends help desk tickets to me for work needed, really makes everyone's life easier to know I've seen the ticket and status updates. Spiceworks helps me manage support contracts and devices on my network.

Pros

  • Helpdesk is very easy to manage and user-friendly. Very customizable
  • The network tools help me "see" our network and devices on it, need to set some things up but that's part of anything like that
  • Remote support is awesomeHelpdesk find the remote support tool to be one of the best features yet.
  • Community support is great, people are helpful and responsive

Cons

  • At times the network tool can be frustrating, but that just shows me I need to do work on my end
  • Desktop application can be slow to open at times from machine holding DB, this has been an ongoing issue with IE, ok with chrome
  • For a free software there is very little to complain about
  • As a one-man shop, this software makes my job significantly easier with all this information in one place
  • The help desk cuts down on the volume of calls and allows better time management
  • It does take some setting up and figuring out network issues to get everything on the network monitor, but that actually makes your network better
I don't have anything to compare it against, I used it as an early adopter and liked the help desk, it's only gotten better since then.
Spiceworks is a great help desk software, also the network monitor has been extremely useful to me. The community of people has answered many questions and helped to guide me through new processes. I like the remote software that they partner with also. All around this is a go-to software for me, I can watch my antivirus status in the dashboard, the breakdown of operating systems, devices on my network. Great tool for sysadmins like me.

Spiceworks Help Desk Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
Email support
10
Help Desk CRM integration
10

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