Item: Spiceworks Help Desk
Rating: 10
Author: Tim Roberts

Use Cases and Deployment Scope

We needed a way to centralize tickets as former team only used email. I had used other Spiceworks tools prior so decided to test this out and never looked back after implementing it for all in house issues.

Pros and Cons

Ticketing
Custom fields
Management of tickets

Reporting tool
Mobile app

Most Important Features

Multi domain capable
On prem or Cloud
Ease of use

Return on Investment

Centralized ticket management
Been able to report on workload to management
Track issues

Alternatives Considered

BMC Helix ITSM (Remedy), ServiceNow IT Service Management, Zendesk Support Suite and Zoho Desk

A lot of the competition starts with some free options, but bare minimum or "paid only modules" etc. And their support is often either non existent or convoluted while Spiceworks Help Desk is both great and responsive as well as having an open community and forums. You can possibly search in [them] first too for help as it is really well documented too.

Key Insights

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

Likelihood to Recommend

Any SMB that needs an effective ticketing tool should look into Spiceworks before even looking at paid for tools. It has been used here for a multi-state/national company here in the U.S. for over five years and haven't looked back.

Spiceworks ... Use it every day!!

Overall Satisfaction with Spiceworks Help Desk