Spiceworks - build your IT HelpDesk services in minutes
December 14, 2018

Spiceworks - build your IT HelpDesk services in minutes

Valery Mezentsau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks

We are a growing company and looking for better solutions for the IT department. Reviewing functionality for our needs and solutions on the market we stopped with Spiceworks solutions from HelpDesk and network monitoring.
The Spiceworks HelpDesk application allows us to control, analyze and improve performance of IT HelpDesk team.
The Network Monitoring tool gives us enough information on the network state, servers and network resources up time and sends alerts once things going wrong.

Pros

  • For small and mid size companies - very good solution. Low prices or free solutions.
  • Easy deployment, fast start, not additional training is required for personnel.
  • user friendly web interface, great performance, easy integration.

Cons

  • It would be great if different SpiceWorks solutions had a single web management console.
  • Integration between solutions to have all the data available in all solutions.
  • Give more options for alerting and more flexible options for monitoring.
  • First of all - money saving. For our needs Spiceworks does what we want from the solution. We do not need to spend money for any other solution implementation, development, etc. Saved money can be easily transferred to more necessary resources.
  • Implemented solution gives the data for analyzing and optimizing IT support performance. Reduce number of tickets just by understanding the common issues and resolving root cause of the issues for past tickets. Based on received information upgrade business and IT procedures that allowed company to make more money.
  • Limited number of features and options due to free solution - doesn't allow us to make it better and to receive additional positive affect
Based on pervious experience with different solutions we were reviewing BMC Track-It, ManageEngine ServiceDesk Plus and a few less common solutions. We were comparing needed functionality vs deployment process vs price.
Spiceworks won based on two of three points.
G Suite, Five9 Predictive Dialer, Amazon Elastic Compute Cloud (EC2), MS SharePoint, Microsoft System Center Configuration Manager, Proofpoint Essentials for Small Business, Airtable, VMware ESXi
This is a great solution and I like to use it in my environment, having experience with expensive enterprise level solutions I can tell that Spiceworks does a great job.
9 of 10 only because this is not the best solution from the features prospective.

Spiceworks Help Desk Feature Ratings

Incident and problem management
8.5
Organize and prioritize service tickets
7
Expert directory
8
Subscription-based notifications
10
ITSM collaboration and documentation
6
Ticket creation and submission
10
Ticket response
10
Self Help Community ()
Not Rated
Multi-Channel Help
9.0
Customer portal
8
Email support
10
Help Desk CRM integration
Not Rated

Using Spiceworks

120 - IT and office HelpDesk system. Projects workflow control. Network and systems monitoring.

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