The best software that I didn't have to open a helpdesk ticket to get to work
October 22, 2019
The best software that I didn't have to open a helpdesk ticket to get to work
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Spiceworks
WE have been using Spiceworks in our environment for about a decade to inventory hardware and software. We also rely heavily on the Helpdesk for internal users to open tickets for help with IT needs. This has been a great software to use in this way for multiple reasons. It has been great with getting more people in the IT department to be able to assign tickets and leave notes and other things that email just doesn't do.
- I love the help desk portion of the software, it works to streamline our department to not step on each other's toes and we know what is being done at all times.
- Hardware inventory is really nice, it scans regularly and updates what we have in the environment. Keeping us aware of changes.
- The software inventory is great as it scans regularly and updates us on what changes and what has been updated and installed.
- The community is great. If I need help, I ask a question and usually get an actionable response quickly.
- Upgrades could go smoother. I have bombed out the install at least twice in the 10+ years I have been using it.
- The customization of the helpdesk backend is great but sometimes it leaves you unsure of what to do and how to script things.
- Extracting data from the DB that it keeps for feedback to management on performance is limited.
- It has helped us maintain our IT infrastructure better.
- We have had a huge ROI as we still use the free version and have not removed the ads. I am sure we will do this at some point but it hasn't popped up yet.
- I also finally have people using the helpdesk for about 90% of the issues in the business, we still see the occasional call, email or drop by for something. But usually, we also create a ticket.
I looked at a few other options a long time ago and never really found anything that was simple and effective like Spiceworks and that gave me the community of people that are passionate about IT. I had a Kace setup and it never really got off the ground because I needed someone to just figure that part out and never had the time to make it work.
Do you think Spiceworks Help Desk delivers good value for the price?
Yes
Are you happy with Spiceworks Help Desk's feature set?
Yes
Did Spiceworks Help Desk live up to sales and marketing promises?
Yes
Did implementation of Spiceworks Help Desk go as expected?
Yes
Would you buy Spiceworks Help Desk again?
Yes