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Streamlined IT Support Excellence
Updated September 21, 2023

Streamlined IT Support Excellence

Sandeep Reddy | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks Help Desk

Spiceworks ticketing tool has great advantage to track day to day issues related or service request related tickets, User interface was much easy and has multiple options to explore for various kinds of tickets. We manage all IT-related support and service management within our organization using Spiceworks Help Desk. The major problem which we had faced was its initial configuration, where authentication methods has been changed so it is little bit complicated for first time users to configure.
  • Issues Tracking
  • Request Management
  • Incident Management
  • Reporting and Analytics
  • Initial Configuration
  • Backup and Restore Method needs to be changed
  • Improved Efficiency
  • Cost savings
  • Visibility and Insights
Spiceworks Help Desk was picked because of its user-friendly design, low pricing, and basic ticketing capabilities that fit our organization's requirements. Its built-in knowledge base and active user community boosted the effectiveness of our IT support operations. While it does not have the complex features of other enterprise-level solutions, its ease of use and low cost made it a viable option for improving our IT service management and support operations.

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?

Yes

Would you buy Spiceworks Help Desk again?

Yes

Spiceworks Help Desk is ideal for handling support, problems, and service requests. It excels at ticketing, request, and incident tracking, and it includes a knowledge library for typical problem remedies. However, it may be less suitable for large firms with complicated processes and considerable customization requirements, as well as organizations requiring service management outside of IT.

Spiceworks Help Desk Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
8
Expert directory
6
Subscription-based notifications
8
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
Self Help Community
7.5
External knowledge base
9
Internal knowledge base
6
Multi-Channel Help
5.2
Customer portal
6
IVR
4
Social integration
3
Email support
8
Help Desk CRM integration
5

Evaluating Spiceworks Help Desk and Competitors

  • Scalability
  • Integration with Other Systems
  • Ease of Use