Spiceworks for Spiceheads
October 23, 2019

Spiceworks for Spiceheads

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks

We use Spiceworks to manage help desk tickets and prepare KPI reports on the type of issues faced by our internal users as well as the time it takes to resolve and the notes on the resolution. We also link KB articles where relevant. In addition, we also use Spiceworks to manage Contact Us tickets we receive from our website and combined with ticket rules, assign them automatically depending on the issue subject and category

Pros

  • Free version works brilliantly
  • Ease of customization for easy adoption
  • Web interface makes it easy for multiple users to work concurrently
  • Reports are easy to prepare/customize to gather KPI

Cons

  • Agents can be intrusive
  • Limited installation option is missing e.g. if we only want to use one feature, instead of all
  • On-premise version constantly wants to go to the web for dashboard
  • Changing a password is quite cumbersome
  • Streamline our ticket management (routing/automatic assignment).
  • Produced KPI reports on demand.
  • Zero cost = perfect ROI.
  • Powerful search function for past tickets based on ticket number or description etc.
  • Integrates well with SMTP email system.
  • Customization with add-on increases functionality.
Spiceworks was free and already in place at the organization. Users are comfortable with the process and transparency offered.
While I have not had any occasion to seek support, the KB articles and Spiceworks stories give a lot of insight on the types of issues that other Spiceheads experience. On occasion, I have had the opportunity to participate in podcasts organized on a variety of subjects, which are very welcome especially the ones on IT security.

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?

I wasn't involved with the selection/purchase process

Did implementation of Spiceworks Help Desk go as expected?

Yes

Would you buy Spiceworks Help Desk again?

Yes

Spiceworks works well for help desk ticket management and provides relevant reports. Being free, it is easy to have multiple instances where air-gap between systems is required.

I found the agents to be limited and produce false positives and alerts for features that I have not enabled.

Overall, it works well and did I mention the cost is zero?

Spiceworks Help Desk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
Email support
10

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