Spiceworks Cloud Help Desk

Avantages

Le déploiement sur le parc informatique est facile, le retour d'info sur la gestion du parc est très pratique et intelligent.

Inconvénients

Aucun inconvénient n'a été insurmontable.

Avantages

Un top produit pour les professionnels de l'informatique et très simple pour gérer un meilleur service d'assistance informatique interne. J'adore ses fonctionnalités et sa facilité d'utilisation.

Inconvénients

Dommage c'est indisponible pour certains pays mais j'apprécie ce qu'il propose et je le recommande.

Avantages

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.

Inconvénients

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.

Avantages

Spiceworks Cloud has a live chat that makes customers raise their issues.

Inconvénients

Spiceworks Cloud is detailed and has a friendly feature.

Avantages

Spiceworks Cloud Helpdesk is a solid free offering for tickets, contracts, and managing assets. It is easy to use and has a solid UI for navigation.

Inconvénients

Spiceworks cloud helpdesk doesn't have any single sign on option with modern identity providers. Active Directory is supported but only by of an additional web server in an on-premise environment.

Avantages

It did the very basics and it was free and relatively easy to use.

Inconvénients

It was very clunky, glitched frequently. The UI was extremely ugly.

Avantages

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.

Inconvénients

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.

Avantages

Among the ticketing system for helpdesk purpouses, I think spiceworks is one of the best. The interface is quite simple and you will learn fast how to use and manage the tickets. Obviously there are many other features (for example managing users, creating reports), but I always use it as ticketing systems. Customers may send an email or log to interface with their accounts and open or update a ticket. You will reply to them via web interface and of course you can (and they can) attach files and images, in a fast and easy way.
You can assign to others / deassing the tickets in case of need.

Inconvénients

I preferred the on premise version but it is not available anymore

Avantages

Spiceworks Cloud Help Desk is crucial, speaking about ticket management.
Customers can open and update their tickets via email or via web interface in a fast and easy way.
The dashboard allows to view and manage - of course - the tickets, assign them, update and attach files, add comments (that won't be visible to customers), you can also view statistics and make reports. And if you are an administrator you can add new user and set their permissions.
The interface is clean and you immediately know how it works (so, even a newbie can be operational really soon). Highly recommended.

Inconvénients

There is not an on premise version (they stop supporting it some years ago)

Avantages

It gave a good base level ticketing and inventory control

Inconvénients

It was difficult to manage the e amount of endpoints we had

Avantages

Great tool and easy to use ticketing system, easy ticket creation, assignments and monitoring. It allows you to create custom reports which can be used for analysis and tracking as well.

Inconvénients

No complains so far about the tool, I would like to get more time to explore and implement more features in our company.

Avantages

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

Inconvénients

Spiceworks has always been very helpful. No pitfalls.

Avantages

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

Inconvénients

Advanced features are limited, as is reporting capability.

Avantages

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 .

Inconvénients

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.

Avantages

One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience.

Inconvénients

While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.