Item: Spiceworks Help Desk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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

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

Return on Investment

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

Alternatives Considered

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.

Other Software Used

VMware ESXi, HPE Nimble Storage, Ruckus ICX Switches (formerly Brocade ICX Switches)

Likelihood to Recommend

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 is Awesome

Overall Satisfaction with Spiceworks Help Desk