Spiceworks - if I can use it, you can too!
December 12, 2019

Spiceworks - if I can use it, you can too!

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

Overall Satisfaction with Spiceworks

We use Spiceworks as a help desk/ticketing system for tracking problems, questions and feature requests throughout our entire organization. We have a few users that manage the ticketing system (myself included) and we encourage everyone at our company to submit all IT related concerns through Spiceworks. It helps us to address anything from a question on system usage to requests for new hardware, or software troubleshooting as well. It also gives us the opportunity to track these requests and see what issues are trending, and time spent on certain issues as well.

Pros

  • It's easy to set up
  • It is very user friendly

Cons

  • Reporting is a bit difficult to figure out at first
  • Categorizing for trends can be a bit daunting/excessive if it isn't used properly
  • Ticket reporting is great (once you know how to use it)
N/A - I have not evaluated other products similar to Spiceworks
I am able to find answers to most (if not all) of my questions/concerns through the community on Spiceworks. It's great to have that community feedback for quick responses.

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

The ability to track issues and communicate with our end-users quickly and efficiently helps us tremendously. In a world where emails get lost, having a ticketing system/help desk such as this keeps everything in one place. I especially like that Spiceworks helps us to follow along on a ticket to see where it is in the process of being resolved. Assigning tickets to the appropriate user/department is a cinch and being able to reference past issues easily is a bonus.

Spiceworks Help Desk Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
8
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

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