Spiceworks is highly recommended. Did I mention it was free?
April 26, 2021

Spiceworks is highly recommended. Did I mention it was free?

Justin Reslan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks Help Desk

End users send in [a] support request to an email address, which is then forwarded to the Spiceworks Help Desk and creates a ticket in the system. Our software support team all receives a notification that a ticket is created and we are able to assign the ticket to ourselves, If a ticket is left unassigned after a chosen time period, we have created a notification so that the manager can go and assign the ticket to the appropriate staff.
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
  • Email templates to clients can be a little hard to manage.
  • [The] free version has quite a few [advertisements].
  • Price is free.
  • It's very easy to implement and use.
  • Has a hosted cloud and on-premise option.
  • Detailed reporting features.
  • It's free, so our accountants like it.
  • The reports help management determine how much support staff is needed.
  • The reports help management determine with software is the biggest problem.
Spiceworks is much cheaper and does the job well for one organization. ConnectWise Manage works better for an MSP that is handling multiple companies and wants to keep them separated.

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Spiceworks is perfect for an environment that is looking for a low-cost custom-made solution to handle your IT Support requests. It may not work well for an MSP that manages multiple companies and wants to keep them separated.

Spiceworks Help Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
Internal knowledge base
Customer portal
Email support
Help Desk CRM integration