Spiceworks Help Desk is a great ad-supported option for coordinating end user support
April 24, 2021

Spiceworks Help Desk is a great ad-supported option for coordinating end user support

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Spiceworks Help Desk

Spiceworks Help Desk is used by the Information Systems department to record all end-user requests for IS support, which includes computer troubleshooting, software installation and assistance, and other, general IS-related requests. Spiceworks helps us by creating a ticket for each user support request; assigning those requests to (or accepting the requests by) the available staff; recording critical system outages; managing communication with users through the ticket itself; and providing basic reporting of ticket-related metrics.
  • It's an ad-supported platform, which lowers the cost to entry.
  • It's capable of processing hashtags in emails, making it easier to convert user emails into tickets through forwarding with hashtags.
  • Is easily customizable to expand the list of available categories, departments, etc.
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
  • Essentially free (deployed on premise using available resources).
  • Processes emails into tickets and updates tickets through emails.
  • Accepts hashtags for assigning resources, categories, etc.
  • Spiceworks has helped us to organize our internal requests for support.
  • Spiceworks gives us a simple method for communicating on tickets with users.
  • Spiceworks helps us to track metrics that are important for the evaluation of the IS department.
We tried to use Jira for ticketing, but it doesn't support hashtag updating of tickets through email. We find it helpful to be able to convert emails from users into tickets by forwarding them to the help desk email address and including hashtags for ticket assignment, categorization, and other parameters.

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?

I wasn't involved with the implementation phase

Would you buy Spiceworks Help Desk again?

Yes

If an organization lacks a help desk ticketing system or perhaps is currently paying a lot for one that does nothing but track help desk requests, then Spiceworks Help Desk could be a good no/low-cost option. We tried using Spiceworks Help Desk's other features for tracking assets but found it wanting. If you need a solution that offers a help desk tool, asset tracking, software deployment, and other features, then it's probably best to pay for another solution.

Spiceworks Help Desk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
Not Rated
Internal knowledge base
8
Customer portal
6
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
Not Rated