Overall Satisfaction with Spiceworks Help Desk
[Spiceworks Help Desk] is used as the primary way for employees to submit requests for IT support, even if they're off site (we went with the cloud solution).
- Cloud environment requiring nothing more than an email with the right domain is great (no new passwords needed)
- Excellent knowledge base capabilities
- Integration with remote administration tools like VNC
- User portal to act as a kind of IT intranet is VERY flexible
- When cloud hosted, AD integration isn't the best, it forces users to log in and stops working entirely when on premise services are unavailable and passwords aren't known
- Additional support for direct deployment of things would be nice, a lot leans on manual GPOs and other things to leverage the additional information made visible by the Spiceworks Agent, for example
- More workflows available, stuff seen in SolarWinds (tho perhaps this is available now)
- It satisfied a PRESSING need as we lacked in person IT support at many plants
- It helped classify all networked IT assets with simple reporting for CFO use
- Gave a means to manage and triage critical issues quickly with the internal and external support teams needed for the job
Cost was the big factor here. While we already used TeamViewer there were some limitations for the helpdesk and some only available with increased cost on the inventory side. Ivanti was used in Europe but very pricey to add to the Americas. While we used Dynamics CRM, we had a mere fraction of the licenses needed to cover all email users (manufacturing has all classes of user!).
Do you think Spiceworks Help Desk delivers good value for the price?
Are you happy with Spiceworks Help Desk's feature set?
Did Spiceworks Help Desk live up to sales and marketing promises?
Did implementation of Spiceworks Help Desk go as expected?
Would you buy Spiceworks Help Desk again?
I already have recommended [Spiceworks Help Desk], many times. It's such a simple onboarding and very powerful. When you just need SOMETHING this is way, way better than nothing. It has app support, is totally $0 cost and even extensible (especially if used on premise). There's even a lot that can be done on the inventory side which I use along side the cloud piece for inventory purposes alone. It's great to know what's out there (albeit for most accurate info the Spiceworks Agent should be installed).