Spiceworks Cloud Help Desk Features

Platform (6)

Mobile User Support: Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Based on 10 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Integrates with other customer service software to improve support and enhance functionality
Reporting: Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 11 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Ticket Creation User Experience: Based on 13 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 13 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 11 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Respond to common requests with standard reply 10 reviewers of Spiceworks Cloud Help Desk have provided feedback on this feature.
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Based on 11 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Based on 12 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Central repository for account and contact information

Customer Portal: Based on 12 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Based on 12 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Ticket Prioritization: Prioritizes tickets based on factors configured by the user. This feature was mentioned in 125 Spiceworks Cloud Help Desk reviews.
Ticket Notifications: Notifies the IT team when a ticket needs action. 131 reviewers of Spiceworks Cloud Help Desk have provided feedback on this feature.
Knowledge Base: As reported in 113 Spiceworks Cloud Help Desk reviews. Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration: As reported in 102 Spiceworks Cloud Help Desk reviews. Integrates knowledge base articles into a ticket.

Mobile: Enables access to service desk features via mobile device. 98 reviewers of Spiceworks Cloud Help Desk have provided feedback on this feature.
Self Service: Enables employees to view the status of their tickets. 106 reviewers of Spiceworks Cloud Help Desk have provided feedback on this feature.
Active Directory: Based on 89 Spiceworks Cloud Help Desk reviews. Provides a directory of all users within an organization.

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives