Recensioni su Spiceworks

Ideal free helpdesk for small to medium businesses

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

Aspetti positivi:

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.

Aspetti negativi:

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.

Help Desk Where You Want It

Commenti: Starting a new role in the organization that had no Help Desk and no history or structure; Spiceworks proved to be the single biggest one thing that could be done right that would yeild improved IT services to the organization. User responsibility shifted to reporting IT issues using email and overall satisfaction improved and service impacting issues due to weaknesses in infrastructure, bad procedures or mislaid processes were identified by the ticketing system and corrected.

Aspetti positivi:

I started using Spiceworks in the cloud and then copied the database and importing it to our VM and lost nothing. It is an efficient and easy to use platform. Adding techs and break-fix categories to track what needs to be improved proved to be successful. This allows IT to focus on root cause and then to deploy solutions to prevent the same.

Aspetti negativi:

The reports need to be streamlined to remove redundancy. Quantity is not always a good thing and by compressing and focusing on key areas the reporting could be a lot better and less fractured.

It works well for a small business support desk

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Awesome IT Help Desk software, horrible inventory system.

Aspetti positivi:

Spiceworks is great for managing help desk tickets. Using HTML we've been able to customize our end-user portal. Create multiple ticket templates to capture the details we truly need from end-users. We have found that the mobile application for iOS and Android to be the best on the market. It has a great GUI, very user friendly, informative, and easy to set up.

Aspetti negativi:

The inventory system is lacking when it comes to producing accurate information. At one point this year we were upgrading our end users to dual monitors. We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. It came back telling us a generic description. I ended up writing a batch file that would obtain them remotely and that was accurate. We've also had issues where it would scan a computer that had 2 monitors but would only show one. We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. It ended up showing us that several computers had 3 iterations of office installed. I understand that these keys are in the registry but other similar scanners would only produce keys for whats actually installed on the workstation by cross-referencing installed applications and registry keys. We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets. We've chosen to use LanSweeper to track assets. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. Spiceworks took 8+ hours, LanSweeper <30 minutes.

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Best ticketing system

Commenti: This tool has been great for us. It’s very user friendly which was better then other ticketing systems we looked at. It’s been very beneficial to be able to keep track of our tickets. One huge benefit is the use of the mobile tool to be able to access and our modify the ticket when our users are on call

Aspetti positivi:

Great tool for ticketing system. Being a small company we used excel to track calls and troubleshooting with customers and we needed a better solution to keep track of all the calls and tickets created. It’s been great that we can access this in office and on our mobile device to refer to past notes in a ticket when we are on call. One benefit that we love is adding and modifying fields in the ticketing system to keep track of certain information of the customer

Aspetti negativi:

Having gone from tracking our own calls manually this has been a huge benefit and we haven’t noticed any downsides to using this.

Great community, basic features and many integrations

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Spiceworks Help Desk

Commenti: Spiceworks has been very good for us as a Help Desk software. My admins and users had an easy time in implementing this software

Aspetti positivi:

Of course the cost since it is Free. Easy to deploy and users to understand

Aspetti negativi:

Does not have all the features and reports that others have, but that is offset by the price

Spicy goodness

Commenti: Spiceworks was great when i worked at a small non profit for my needs

Aspetti positivi:

The inventory and ticketing are very useful in smaller businesses however when i have to research an issue i normally end the search term in google with "Spiceworks" as i know i will be returned with a wealth of expert knowledge

Aspetti negativi:

I find the bandwidth usage quite high, other than that it is value for money which was zero for just the helpdesk. There are other applications i have not used

So far one of the best helpdesk system I tried

Commenti: So far, it very helpful, I easy can track problems and present reports base on the number of tickets. Very helpful

Aspetti positivi:

It is not that complicated to track your time and the money you could earn, I can add categories and users with a click, alerts and more

Aspetti negativi:

The mobile app needs some improvements, also no iPad size yet, currently I am using a Samsung tab S8 ultra, the ads are taking mostly of the screen.

Spiceworks Helpdesk Cloud - Small Enterprise

Commenti: 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

Aspetti positivi:

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.

Aspetti negativi:

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.

Very User-Friendly

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Free help desk and ticketing system with integrated AD-compatible inventory

Commenti: We have used the Spiceworks ticketing system for a few years and have been very pleased by the customization options, support, and overall performance of it. It has helped to streamline the efforts of our tech team and help us to effectively organize and delegate. From the ticket overview, you can see what tickets are new, outstanding, and who their owners are (if any). The customer portal side and automated responses are very customization as well, which helps to get your tech communications effectively branded for your organization.

Aspetti positivi:

The fact that it is a free product helps it to stand out. Beside that, when we did have an issue, the support was fantastic in helping us to track down and remedy the source of the problem. We really like the amount of detail you can see at a glance when using the help desk because it can aggregate the data from inventory which can include hardware devices and users. There are also many very handy plugins for Spiceworks that can help in countless ways.

Aspetti negativi:

Since our users had a habit of submitting tickets with numerous large attachments, the ticket database became kind of unwieldy and there wasn't a clear way to actually delete tickets or their attachments from the database. This is good and bad, in that there's no accidental deletion of ticket history, but it can be frustration if space on the hosting server is very limited.

Excellent Help Desk, Easy To Implement

Commenti: We needed a help desk that was not only to record computer problems, but we also wanted to help us have greater visibility of the IT environment, computers that fail more, more common failures in the equipment and take advantage of that information to improve. Is very easy to implement, has integration with active directory and the visibility it gives you of the IT environment. The web site has a very complete guide for its installation and deployment. The tool goes beyond a simple help desk as you can have there Your inventory of equipment (hardware and software) and for example uninstall applications from the help desk.

Aspetti positivi:

It is a very complete help desk allows you to have a great visibility of what is happening with the statistics of category breakdown, work by engineer, attention time, etc.. In addition you can create an internal knowledge base, allows you to have your inventory of equipment, reports, purchase records associated with a ticket, etc.. It is very easy to use for the end user because he only has to send a mail to a specific email address and his ticket is registered in the system. It is very stable and reliable.

Aspetti negativi:

It takes time to adjust it to your needs, but it has a great forum where everyone helps you.

Perfect starter IT Help Desk software with additional tools for Small Business sysadmins

Commenti: Our small 3-person IT team needed a basic and easy-to-use helpdesk software for our technicians and end-users. Spiceworks was easy to install and meets all of our requirements, with a little bit of feature bloat (but it's free!). While I am sure we could pay money for a more customizable, modular, ad-free system, its simplicity and reliability is incredibly valuable in our IT department.

Aspetti positivi:

-Offers basic helpdesk features - email to ticket, email notifications, simple reports/metrics - and a simple interface for L1+ technicians. No training is required -Knowledge Base is a great place for documentation, and to refer users for duplicate tickets -No frills, easy to setup, requires virtually no maintenance when hosted on a Windows server (we do not use the cloud version)

Aspetti negativi:

-Inventory and Network Monitor just seem to add bloat for the minimal usefulness that they are - we can do a better job with other free tools like The Dude -Paying to remove ads still won't reclaim any screen space that they take up, just a replacement with your own graphic - I don't believe this is worth it

Spiceworks Help Desk is very user friendly and is a great cost effective ticketing system.

Commenti: A cost effective IT HelpDesk ticketing system, that allows our business to track issues, increase productivity and keep track of our IT inventory.

Aspetti positivi:

Very easy to use and the initial setup and normal operation is user friendly enough to where even a novice user could get it working for their needs. When it comes to Help Desk software, you can't beat the low price of FREE! There is a large pool of add-ons and user created plugins that will fill in the blanks to add additional functionality. If you get stuck on an issue while using Spiceworks Help Desk, the official email support and user forums are very helpful. Helps you keep track of inventory. Overall if you are looking for a cost effective HelpDesk ticketing solution for a small/medium business, you can't go wrong here.

Aspetti negativi:

Users have reported that on very large networks the initial network scan can take days to complete. Official support is limited to email or user forums. You can't hire an expert through Spiceworks to help set up or configure Spiceworks Help Desk to meet your needs. It is up to you to figure it out.

Spiceworks makes it spice!!!

Aspetti positivi:

For us IT helpdesk/Specialist, this product works like a magic. We can easy monitor and keep track of our ticketing management, we can also check the reports very well and it was so organized.

Aspetti negativi:

Only when I was accessing it with my phone on web, the product seems not be responsive on mobile phone(browser access). Nevertheless, the app is so great and such an important tool to us

Spiceworks keeps me always alert and well informed of the workings of my teams at all times.

Commenti: It is an excellent system that gives me the opportunity to visualize the state of my network, which allows me to be always informed, updated and alert to any inconvenience that our equipment may present. We have been able to monitor our servers and switches using any agent that is installed on each one. With Spiceworks I have been able to scan all network devices and desktop computers with windows in a very simple way.

Aspetti positivi:

This system is very easy to use and configure, even for users who are just starting out in these activities. It has the main property of always keeping us informed of the state in which our servers and switches are located and in case of any problem Spiceworks will alert us even before it occurs. Another feature that has benefited us is that it is not necessary to log on to an individual computer, we just have to open the system and be able to buy everything. It is a fully automatic system and we can use it from any type of device that is integrated into a browser compatible with the system, provided that the data is hosted on the computers of the internal network of our company.

Aspetti negativi:

Sometimes the system can become a bit slow, especially when we access the system through low-income or old-order ones.

Free, Reliable and Easy to use Helpdesk

Commenti: Easy, Reliable and Free Helpdesk Software

Aspetti positivi:

We love Spiceworks Helpdesk. It is so easy to use, feature rich, and reliable. It allows our user to submit a helpdesk via e-mail or by using our spiceworks helpdesk portal. We have multiple technicians and departments, so once a ticket comes in it can be assigned to a certain technician or department automatically based on rules we assign. Certain technicians can see all tickets while others can only see their own, which is good for security and privacy issues. You can add notes and attachments to tickets and also add KB article or replies you post frequently so you don't have to retype common replies or solutions over and over again.

Aspetti negativi:

Sometimes it will run into an issue where the spiceworks page will be down but usually it is easy to resolve or a quick reboot will fix it.

Excellent product, free and top notch support

Aspetti positivi:

Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins.

Aspetti negativi:

Though the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively.

Spiceworks is awesome!

Commenti: It's amazing that the software is free. We were able to implement a proper help desk system with all the features we needed at no cost. The Spiceworks online community is amazing. The knowledge available there is as good as any other source on the Internet.

Aspetti positivi:

It's free. The help desk functionality does exactly what it's supposed to do. Users can submit tickets via email or through a portal, and support staff are notified and can acknowledge the tickets right away. When ticket updates are entered promptly, it provides excellent visibility into the life of a trouble ticket. The Spiceworks community is amazing. It's our first stop when searching for answers to tough problems.

Aspetti negativi:

We occasionally have issues with the system not checking email for new support tickets. A restart of the software solves the problem.

Spiceworks Help Desk has made my life easier

Commenti: I am able to track and prioritize work that needs to be done and communicate with the user about the progress of their request.

Aspetti positivi:

It enables my user base to submit requests easily and allows me to communicate effectively with those users as far as the progress of the request and helps me to track requests. No more losing my "To Do" list. In addition, I can add a ticket for something I want to get taken care of, assign it a priority and follow updates all from one place. I also have the ios app so I can see it anywhere. In addition to all that, it is free!

Aspetti negativi:

It's hard to say what I don't like because I am not terribly familiar with other Help Desk Software for comparison. The initial setup was a little confusing for me. There was support but it was email and so there was a bit of time delay. Getting users to understand that they don't need to send a new email everytime because it creates a new ticket has been a challenge.

Spiceworks Just Works

Commenti: Easy to use from all sides. Technicians are able to determine and prioritize all issues and users have a one stop shop for help.

Aspetti positivi:

Pretty much everything. It is so comprehensive and makes everything I do easier. From manging my inventory to generating reports, to monitoring every system I have down to the postage machine, it's an incredible product, and oh, it's free! Mission critical software I couldn't possibly live without.

Aspetti negativi:

Splitting hairs, but if I had to say something negative, it would be that getting it to report properly on your inventory take a bit too figure out. But one your do, it's seamless and intuitive.

Great for Small Teams & Budgets; Lacks Reporting Features

Commenti: For the price of free, this is a great Help Desk solution, especially for small staff. It can be a bit slow at times on the cloud-hosted solution. It also doesn't have much for options when it comes to Reporting functions, but it does all the necessities well. The Tickets dashboard is easy to understand, and they have a large community of helpful/knowledgable professionals that have helped me figure out tough issues more than once.

Aspetti positivi:

I really like that it's free, especially because the team I support is drastically smaller than it used to be, and we don't need near the features we had in the past. The Ticket dashboard is easy to understand, and I like that I can easily create new Ticket Views. I also enjoy the amount of support the community aspect brings to the table. The Knowledge Base allows techs to create articles for their users, and it provides the ability for techs to look at articles of other techs outside of their company in order to draw on their expertise. I also really enjoy that I'm able to restrict what domains I can receive tickets from in order to prevent spam/junk.

Aspetti negativi:

It's kind of expected with a free product, but the Reporting feature is pretty bare bones. There doesn't seem to be much in the way of options for configuring custom reports, and the available options are very limited. Every once in a while, the cloud-hosted solution is a bit slow. Other than that, I haven't experienced any issues.

Great ticketing/inventory software with a great support community as well.

Commenti: Great software, it has helped us to streamline out ticketing and get things done faster.

Aspetti positivi:

Honestly, Everything! This is great software and it's hard to believe that its free to use. as with anything there are going to be things here and there that some do not like, but the overall Idea behind this software and what it does and what it allows you to do is absolutely great!

Aspetti negativi:

I honestly have nothing bad to say about this software. I just really really like it. I suppose if I am forced to come up with some kind of con I would have to say it would be nice to have a fourth Priority level. One above High such as Urgent. but other than that. This is really a well thought out and well designed "IMO" piece of kit!