Spiceworks Help Desk- A Great Deal Even if They Charged for It!
April 26, 2021

Spiceworks Help Desk- A Great Deal Even if They Charged for It!

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

Overall Satisfaction with Spiceworks Help Desk

We recommend Spiceworks Help Desk for smaller clients that are managing their IT issues in-house. Not incredibly intuitive in its business process and flow, it nonetheless is an excellent way for an SMB to start tracking [its] equipment and issues. The reports allow an organization to see what users or systems are creating the most issues and allow you to zero in on how they are trending.
  • Easy to deploy either cloud or on-premise.
  • Access from any device via [a] web browser interface.
  • Integrates with active directory.
  • Reasonably customizable (even the cloud version) for specific use cases.
  • Integration with Spiceworks Community and Partners not always desirable, but there anyway.
  • Does not support ITIL guidelines.
  • 3rd-Party product integration lacks some ability to fine-tune data flow.
  • Easy implementation for the small organization needing simple help desk services.
  • Totally free makes it an easy sell to [the] management of organizations that may not have a formal IT budget or full-time department.
  • Access via browser makes it easy to manage or assist firms remotely.
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
We found that for entry-level SMB in-house needs that Spiceworks had an impressive range of features and options at an unbeatable price-free! For our in-house and multi-tenant needs, we use a different product that is more appropriate to our particular needs, but with no cost and easy implementation, it is impossible to not trial Spiceworks Help Desk and see how it will work for you.

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

We find it most helpful in a single-entity small-business/for-impact organization environment. We have not found it particularly effective when used with organizations supporting larger or on-contract IT teams. Our only exception to this is when budgetary requirements of other commercial products are outside of an organization's budget, and then the totally free aspect of Spiceworks can be particularly helpful.

Spiceworks Help Desk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
5
Subscription-based notifications
8
ITSM collaboration and documentation
5
Ticket creation and submission
7
Ticket response
8
External knowledge base
6
Internal knowledge base
8
Customer portal
7
Social integration
5
Email support
7