Great Free Help Desk
April 26, 2021
Great Free Help Desk

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Spiceworks Help Desk
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
- Easy for users to submit tickets
- Informative ticket update email notifications
- Smartphone app makes it easy to track tickets on the go
Cons
- 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
- Ticket creation via email
- Ticket status updates
- New ticket notifications and updates
- Streamlines help desk requests
- Offers many features of paid solutions for free
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.
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
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