TrustRadius
Spiceworks makes submitting and managing IT support requests a breeze!
https://www.trustradius.com/help-deskSpiceworksUnspecified8.4188101
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July 24, 2019

Spiceworks makes submitting and managing IT support requests a breeze!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Spiceworks

We use Spiceworks to manage all IT support requests for our team. Since we recently expanded our team and users are across the entire United States, we needed a better solution to manage these requests. Previously users would text, email, AND call for assistance which did not allow for easy tracking of requests for the IT team.
  • Very easy to use and enter a support request
  • Email functionality allows quick updates to users of status/updates to support requests
  • Allows IT team to triage and assign out tickets very quickly
  • As a user, I would like to have a login where I can track my specific requests in one place
  • We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
  • Much faster resolution of support requests
  • Ability to easily track and monitor support requests from team members
  • Better triage and assignment of support tickets within IT team
Spiceworks was a better solution for our team since it provided a quick and easy system for managing basic IT support requests. We didn't need something overly complex or customer facing, just something to better manage our internal needs. Because of this, something simpler and lower cost was a better solution for our needs.
It is very user friendly for all levels of tech savvy-which we have on our team. Users can quickly access Spiceworks and easily log a support request. They can also specify preference for contact, including email follow up of ticket status. It's not overly complicated and was easy to implement with a team that is very used to just emailing or calling in requests to the support team.

Spiceworks Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Using Spiceworks

All users of technology in our company use Spiceworks for support of the technical tools we use for our business-our hardware, software and cloud based applications. These users cross sales, operations and support team members-some are customer facing, some are internal support team members. They range from entry level users to our senior leadership.
  • Quick resolution of technical issues with hardware
  • Problems using software
  • Easy solves-problems logging in or accessing programs