Item: Spiceworks Help Desk
Rating: 10
Author: Laurance J. Specht

Overall Satisfaction with Spiceworks

Use Cases and Deployment Scope

We are using Spiceworks across our entire organization to manage IT support requests. It provides us with a solid interface, quick communications with users and the team, and a mobile app to manage requests in a more timely and efficient manner. The ability to have an archive or request allows us to perform analytics on types of requests, time to resolution, and who is requesting the most.

Pros and Cons

Pros

Support request management
End-user/ requester communication
analytics

Cons

web page refresh rate
ads are annoying but I get it
more customization

Return on Investment

Improved response times
task delegation and management
support analytics

Alternatives Considered

Asset Panda and Samanage

Formstack was used prior to my start and it was not effective. Spiceworks has been the only product I have used in the last 3 years. It is cost effective, easy to set up and is loaded with features for the price (free). The inventory feature allows you to build device and user history that helps support management. Can't beat it for the price for a small organization.

Other Software Used

Illuminate Data & Assessment (DnA), GoGuardian Admin, Cisco Meraki Systems Manager

Likelihood to Recommend

It is great for a small organization to manage hardware assets, monitor network devices, and support ticket management. It is cost effective and offers numerous tools for that. Our team is able to communicate on support issues within tickets so we can be more effective in supporting end users. Set up was simple and the system was ready to go quickly.

Spiceworks Help Desk Feature Ratings

Comments

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Spiceworks is worth it!