Item: Spiceworks Help Desk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Spiceworks Help Desk for internal tickets. Most of our users submit support requests through email and Spiceworks picks them up and turns them into tickets. Having a central location for tickets makes sure that requests don't get lost in our individual inboxes.

Pros and Cons

Easy for users to submit tickets
Informative ticket update email notifications
Smartphone app makes it easy to track tickets on the go

Ticket updates are at the bottom of the page and require you to click the "More" link to see them. Sometimes our techs miss the latest notes [on] tickets
Not many customization options in the help desk view for techs
Searching for old tickets is a little clumsy

Most Important Features

Ticket creation via email
Ticket status updates
New ticket notifications and updates

Return on Investment

Streamlines help desk requests
Offers many features of paid solutions for free

Alternatives Considered

Freshdesk and JitBit Help Desk

Spiceworks is a great option for a free help desk. In terms of features, it is similar to the free level of Freshdesk. If you want a lot of features and customization though, you should look at JitBit Help Desk or the paid tiers of Freshdesk. Both offer better reporting, automation, and customization.

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

Other Software Used

Microsoft Remote Desktop Connection Manager (RDCMan), Zoom, Loom

Likelihood to Recommend

Spiceworks Help Desk is a great entry-level help desk package and the price (free) can't be [beaten]. If you only have a few technicians then it might be a good fit for you. Users can submit tickets via email or through the support portal. One feature that we like is the ability to customize the email notifications to suit our needs and include our logo. It makes things look a bit more professional. There aren't a lot of bells and whistles in Spiceworks but what it does, it does well.

Great Free Help Desk

Overall Satisfaction with Spiceworks Help Desk