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Spiceworks Cloud Help Desk
4.4
Overall rating
Reviews
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About Spiceworks Cloud Help Desk
Spiceworks is a free cloud-based help desk and network monitoring solution designed specifically for systems administrators and IT professionals. The solution helps in managing tickets raised by clients, providing customer support via multiple channels and tracking agent's’ performance, among others. Support agents can closely monitor every IT incident and track abrupt changes occurring in the network.
The self-service portal allows users to submit tickets, track progress and view informative resources from the knowledge base. With Spiceworks, businesses can also create a centralized knowledge base from where users can get information on periodic or regular inquiries. Spiceworks also offers a team management dashboard to help management view and track key performance metrics.
Spiceworks also offers an on-premise version for businesses that want to set up and manage their in-house help desk operations locally. IT professionals can also manage tickets on their Android and iOS based smartphones using Spiceworks Mobile app. Professionals can also connect with the global Spiceworks community to share tips and best practices with the global professionals.
Spiceworks Cloud Help Desk pricing
Spiceworks Cloud Help Desk has a free version and offers a free trial.
Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes
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Spiceworks Cloud Help Desk Reviews
Feature rating
5 reviews of 566
View all reviews
Shayla
- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
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Review Source
4
Reviewed on 17/03/2023
It works well for a small business support desk
The UI is intuitive and easy to use, especially if you're new to helpdesk software. It's easy to use and efficient, making it ideal for a company with a small support staff. It's simple to use; I was able to set up my agents and ticket alerts and begin receiving tickets in a matter of minutes.
Pros
For internal clients, we rely only on Spiceworks as our ticket-based support system. If a user experiences a problem that can be resolved by IT, they need only visit the site and, in a matter of seconds, create a ticket that includes screenshots and other information that will aid us in fixing the problem as soon as possible.
Cons
My only gripe is that it is not simple to view all tickets in one place, regardless of their status, using the "my tickets" feature.
James
- Industry: Music
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
4
Reviewed on 07/11/2024
Steve Rob Music - Spiceworks Cloud Help Desk Review
Overall, Spiceworks has allowed us to customize the branding within the dashboard, which has made the tool more user-friendly for both our employees and IT department. We also appreciate that Spiceworks includes an inventory system and a built-in knowledge base, where employees can easily find solutions or troubleshooting steps for common issues like network errors or password problems.
Pros
Since transitioning from Zendesk last year, we've been using the Spiceworks Help Desk, and it's been a great asset in helping us accomplish tasks more efficiently. The simple dashboard layout makes it much easier for our IT department to manage tickets. Plus, assigning or creating tickets is as easy as clicking on one, streamlining the entire process.
Cons
With Zendesk, we had the ability to customize our ticket number sequence, starting at 60000 instead of the typical #1 or #2. This made it easier for both our employees and IT department to track and manage tickets efficiently. Unfortunately, we found that Spiceworks doesn't offer the same flexibility.
Jack
- Industry: Primary/Secondary Education
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
2
Reviewed on 24/10/2024
Other solutions are better
I started using it when I first joined my current company as this was what they had been using at the time. I hated it so much I proposed other solutions that I had used in the past. We ended up going to Freshdesk and now the rest of the team understands why I wanted us to move.
Pros
It did the very basics and it was free and relatively easy to use.
Cons
It was very clunky, glitched frequently. The UI was extremely ugly.
Jessica
- Industry: Graphic Design
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
5
Reviewed on 24/11/2024
Spiceworks Cloud for Excellence Customer Assistance
Spiceworks Cloud makes communication very reliable and customers are always happy.
Pros
Spiceworks Cloud has a live chat that makes customers raise their issues.
Cons
Spiceworks Cloud is detailed and has a friendly feature.
Luis Miguel
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
4
Reviewed on 28/06/2023
This is the one solution to start with Servicedesk solutions
This is a great solution, it was our first service desk platform that give us excellent results.
Pros
Spiceworks is a high valuable solution with multiple levels, very easy to deploy, it could be setup as a level entry service desk solution but includes great features that you have on hand starting even with the free version.
Cons
As Spiceworks have several modules some of them remains with an effective use and could be great to have a configuration menu that disable that tabs not configured on the setup
