Spiceworks Cloud Help Desk Erfahrungen

Ideal free helpdesk for small to medium businesses

Kommentare: Overall I have been very happy with Spiceworks, especially the community of users.

Vorteile:

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Nachteile:

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

SpiceWorks Cloud IT helpdesk for free!

Kommentare: Spiceworks IT Helpdesk Cloud version does everything I want from a cloud based Ticketing system so even though its lacking some features which I hope will get added soon as ive mentioned earlier it does do everything you would expect from a basic IT Support helpdesk ticketing system. So if your looking for a free IT helpdesk solution I would really try out Spiceworks offering and also take a look at there cloud hosted version which I use myself.

Vorteile:

Spiceworks ive used the community for years now so when I found there IT Helpdesk I started to use it but I then stopped for a while until there cloud IT Helpdesk came out which for me works best as I dont need to worry about hosting anywhere. So now I have a great IT helpdesk for my clients to log tickets with all for free!

Nachteile:

The only Con to Spiceworks IT Helpdesk was that I was initially released as a windows installer which didnt really work for my business as I dont have my own servers, it wasnt until the Cloud IT helpdesk version came out that I then started to use Spiceworks IT helpdesk again as my client IT helpdesk solution. Its also lacking some features you would see in premium solutions but it does the basics and works for my IT Consultancy business.

Spiceworks Cloud Help Desk review

Vorteile:

Spiceworks works well as a free help desk system. It does what it says on the tin. It has decent audit logging, relatively easy configuration, and a simple user interface.

Nachteile:

It being free holds back some of the functionality, the way statistics are shown on the dashboard isn't consistent, and it's very barebones overall.

Ever looking for an IT Asset Management App to use ..... Spiceworks has it all

Kommentare: My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation.

Vorteile:

The beauty of updating IT Assets all in one place from Mobile device to Laptops to Printers and the ability to save credentials for assessing those devices in a shot note for easy of continuity.

Nachteile:

I haven't find any fault using the app, so there is non for me to write

My Experience With Spiceworks

Vorteile:

It is a great tool as service desk and hep desk solution It makes management of IT assets easy and also doubles up as an IT management solution

Nachteile:

Spiceworks has always been very helpful. No pitfalls.

Great community, basic features and many integrations

Kommentare: Spiceworks was great to begin with but as the company grew, the features and requirements we needed also grew so we needed to move away. For a small company, this would be a great starting point.

Vorteile:

The helpdesk is the main feature of Spiceworks and works well, the community as well are very knowledgeable and welcoming which is great when you have any issues or queries, you don't need to directly contact Spiceworks Support but rather you can discuss it with the general community. The software being free is also a big positive because unless you're a big company, it's another expense which you can avoid and still get a great service desk.

Nachteile:

The UI was the most disliked feature of this software, it felt very outdated and the theme customisation was very minimal as well.

Spiceworks is good for small companies

Kommentare: It was great at the beggining but whe the company grew and the tool was not able to grow with us.

Vorteile:

It's free and very useful for small companies, they don't have to spend any money to have a ticketing tool.

Nachteile:

It doesn't have a knowledge base. The asset management was fine at the begginig but with more than 200 assets it became useless. Always was down because of the database management.

Good ticket management for basic ticket management

Vorteile:

It's cheap and relatively easy to use - good community around it also.

Nachteile:

the system was slow compared to others (on prem version)

Spiceworks works

Kommentare: We had a more analog way of putting in maintenance and IT requests prior to Spiceworks. The process was changed to a similar system as Spiceworks and then our company started to utilize Spiceworks. On my end I do not see a difference. I like that we are able to track a ticket and staff can communicate through the request. The maintenance workers find it easier to organize and prioritize the jobs as well.

Vorteile:

Our maintenance and IT dept use Spiceworks for staff to put in tickets for requests. It is easy to do and I get alerts when ticket is assigned to a worker.

Nachteile:

It really depends on who is accepting the tickets on the other end. Sometimes I will put in a ticket and it will remain open until a human assigns it or closes it on the other end. This program works great with the help of a real human.

Spiceworks Review

Kommentare: I was moderately happy with it. We no longer use it but did use for several years.

Vorteile:

It was low in cost and easy to customize.

Nachteile:

Spiceworks is not very sophisticated and at the time, was difficult to access remotely.

Spiceworks Helpdesk

Kommentare: Spiceworks has always worked well for me, but scalability is an issue.

Vorteile:

It's free and easy to setup, and a very good product if you need a basic Help Desk offering with basic features.

Nachteile:

Advanced features are limited, as is reporting capability.

Spiceworks Review

Vorteile:

Spiceworks offers a free version of its software thus it is easy for small business to obtain and use it.It is easy to intergrate it with other applications .

Nachteile:

Its free version contains alot of ads which I find annoying sometimes when I'm working.Spicework support is not available most of the time,this is an area they should really work on.

HelpDesk

Vorteile:

It is very useful to share solutions to problems, especially in the forum section.

Nachteile:

Even on the forum page, they may charge a fee for some content.

Decent tool

Vorteile:

Decent tool, good for small and mid sized company. No they have the cloud version instead of having the local install on the server.

Nachteile:

Would prefer a simple dashboard. Personally it has a lot of information to digest.

Spiceworks Helpdesk Cloud - Small Enterprise

Kommentare: We have been able to improve our response time to user issues by appropriately configuring ticket categories, assignment rules. The number of walk-ups to the help desk has been cut by more than 50%, which has permitted our IT support staff to be able to manage their time more efficiently. Our TTR has improved, as well as the level of customer satisfaction within our organization

Vorteile:

This application is extremely easy to set up and configure. It can be configured as an on-premise application or in the cloud. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. There are standard data entry fields included and the administrator can add additional fields as needed. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. Data entry fields can be made mandatory if desired. When a ticket is created by a user, the ticket is entered into the system with all of the information provided by the user and the user receives a confirmation email. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. Any replies to that email are automatically added to the ticket with date and time added. Tickets can be easily closed upon completion. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue. The user portal is easily customizable with company name and other options. Users can even attach a screenshot or other file to the ticket to provide useful information beyond the text description of the user problem. Best of all, it can be used for free.

Nachteile:

Since this is a free IT Help Desk application, it is not nearly as full featured as some other IT Help Desk applications. Reporting is not as robust as some other applications. However, you can easily download information in .csv format and create your own reports if needed.

Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!

Kommentare: I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies.
For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements.

Vorteile:

The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code. We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network.

Nachteile:

Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning. Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features.

Very User-Friendly

Kommentare: It's been great. Since we've started using this (about a year ago) it has definitely improved our productivity, communication, and efficiency as an entire IT dept.

Vorteile:

Oh, where to start! I love that anyone in our company can email a specific address that we have set up to forward from Spiceworks and it will automatically forward it to everyone on the IT team so we don't have to continue checking the actual software every 5 minutes. Also, when someone responds, it goes directly to the ticket assignee's email and we can respond from either the platform or our emails. It's also nice that it sends reminders of open tickets or things that have been untouched for a while. I like the dashboard to see the frequency of opened/closed tickets, as well as see which issues are the most prominent. The actual tickets have areas to specify the category of the issue as well as a 3rd party ticket# so it's easy to find. There is also a knowledge base that we can refer to people who have had similar problems as others in the past. And everything is in the cloud so we don't have to host anything to ensure that it's saved :) They just added a remote session option too which could come in super handy when troubleshooting an issue. Oh, and I like that it has internal as well as public notes and it saves a history of everything so can go back and revisit a closed ticket that was taken care of months ago.

Nachteile:

The attachments are a little finicky. As in, it doesn't allow "inline" attachments (for when I want to show a screenshot in the middle of my explanation). And if I want to download a screenshot from a ticket, I have to right-click it and save (not a big deal) rather than just click on the print icon that's usually present in other attachment previews on different sites (like Gmail, per say). But honestly, I haven't really dealt with many other IT ticket help desk platforms so I don't really have anything to compare it to. The only other things I don't like are things that are user-error based. Like how if we don't update the category or the ticket type in the actual ticket, the proper stats won't show in the dashboard.

Great for a free helpdesk, but the community is where it shines

Vorteile:

First off, nobody has ever complained about free. Spiceworks itself does what it is meant to do -- it provides a simple helpdesk for you and your users, with basic features you'd expect from a support system. It's full of little things, like a built-in knowledge base, built-in remote support, integrations with other tools, etc. The real value in Spiceworks though is it's community; it's like Experts Exchange on steroids. Everyone is friendly and helpful, and vendors have direct representation in the forums to help you with both sales and support questions. It rarely feels like anyone is trying to sell you anything in Spiceworks' community, but at the end of the day you end up buying from some vendors *because* of how they treat you there. It's incredible.

Nachteile:

Inventory... inventory is not good. If you don't get it set up perfectly the first time, you might as well turn it off and forget about it. There's still no really good way to handle historical data and devices you no longer control.

Confusing, Complicated Help Desk Management

Kommentare: With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to the correct people, the Spiceworks causes more business problems than it solves, and we have moved on to other products that better address our needs and organizational priorities.

Vorteile:

The ability to respond to tickets via email with particular commands (such as assigning to a particular person, closing a ticket, etc) is very nice, and the web portal for end users to request support is nicely customizable.

Nachteile:

Two features of Spiceworks stand out as the least polished and most frustrating. First is the way the software deals with custom attributes for tickets. This information is tucked away in a secondary menu, cannot be easily included in email notifications of a new ticket, and is very difficult to export in any format that makes it remotely usable. Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of the software to consistently CC administrators based on the content or attributes of the tickets. I have spend many hours trying to fine-tune the settings to make sure that my fellow admins and IT techs are not bombarded with emails while also getting notifications about tickets that are relevant to their work, but have given up at this point.

Spiceworks - old but still very useful

Kommentare: Spiceworks has been a huge part of our work flow for the past 10 years. Both the community forums and the software package. I've tried a few other similar applications over the years. I've stopped using most of them but I'm still using Spiceworks.

Vorteile:

I mainly use this for service tickets but it's still useful for keeping track of inventory. I really like how it tracks toner levels in printers.

Nachteile:

The gui is a bit outdated and can run a bit sluggish. The lack of future support and updates is disappointing.

Best for IT

Kommentare: Spiceworks IT makes it easy for my team and I to manage difficult IT tickets as well as track our own internal projects. The in-app emailing notification system helps keep clients up to date on ticket progress, so that we don't have to update tickets and email clients separately.

Vorteile:

Spiceworks IT Help Desk is great to help manage ticket times and IT tasks. I like that it is made specifically for IT tickets or level 2 software support scenarios, it's definitely more for IT than for software development or software feature tracking. The modules are a little easier to look at than Fogbugz. The admin portal is also easy to use and manage teammates and team workloads - managing inbound tickets and creating brand new tickets (as a manager) to send out tasks is easy.

Nachteile:

For me it took a while to ramp up and get trained on Spiceworks IT - it was a little bit less intuitive than Fogbugz and JIRA, but, once you learn how it works, it's much better. If anything goes wrong customer support is pretty good. For software development projects where repositories are being merged/ features are being tracked ect it isn't the best fit.

It's great, setup is a pain

Kommentare: We used to rely on word of mouth or emails that would generally get lost. I am now able to keep track of all user submitted tickets to see where my staff is and ensure that things get completed. It also makes it much easier for users to report an issue. Previously users were discouraged from reporting technical issues because there was no guarantee the issue would ever be addressed. We now have accountability.

Vorteile:

Extremely easy to use as a user and an administrator. Users simply send an email to a pre-defined email address ([email protected]) and a e-ticket is automatically generated. My IT staff receives notifications via email as well as the mobile app. IT Staff is able to assign tickets, respond to users, set categories, etc. very easily. Best of all, it's FREE.

Nachteile:

Set up was very difficult. It took us a few attempts to get it working. But once it was up and running, it keeps on going.

IT HELP DESK.

Kommentare: I highly enjoyed using this product and now with the other clients I manage with large office staffs we are also moving to this system.

Vorteile:

I used this ticket system when I was apart of a IT team that setup a new casino network, software, servers and etc. I started with this software and a IT Tech user and handling my tickets. This software helped me do my job more effectively. I handled my tickets and assets in one location. It allows you to keep track of which user gets which device and I used the assets by mac address. Which in the end saved me a lot of time and frustration. Other techs didn't use the asset the same way so tracking down your devices after deployment is a nightmare. Even from the end user traning was a lot easier to handle because how easy this software is to use.

Nachteile:

I'm not sure if this is a software issue or a setup issue. But when a user sends a email it would not auto fill in the info for the level of urgency.

Great for a start up

Kommentare: Spiceworks is great for a small start-up company since you can use it for free. It didn't work for our use. The asset management side wasn't the best either.

Vorteile:

There is a cloud base version, and it's free.

Nachteile:

The ticket management isn't the best. You don't have options to view another tech's tickets without looking at all the tickets. Generating reports isn't the easiest. There are a lot of key features missing when handling a ticket. You don't have an option to put a ticket on hold or a waiting-for-response option.

Great Helpdesk Solution

Kommentare: I am able to keep track of my work and assign/re-assign tickets with ease. Going back to reference a past solution is easy. A very practical helpdesk portal.

Vorteile:

Tickets can be auto-created upon email receipt as well as direct-upload to the Spiceworks portal. The former makes it much easier for users in more of a hurry to get their request in.

Nachteile:

Linking tickets to other tickets (sub-tickets) can make for a somewhat confusing ticket tree. Could be more intuitive.