[ Spicewo... Reviews ](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) [ Spicewo... Reviews ](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) # 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 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 Displays important metrics relating to performance Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (4) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case 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 Show More ##### ## Incident Management (4) Ticket Prioritization Prioritizes tickets based on factors configured by the user. Ticket Notifications Notifies the IT team when a ticket needs action. Knowledge Base Provides a forum for answers to common questions. Knowledge Base/Ticket Integration Integrates knowledge base articles into a ticket. Show More ##### ## Reporting (2) Dashboards Displays important metrics relating to performance. Time Tracking Tracks time worked on a ticket. Show More ##### ## Access & Usability (3) Mobile Enables access to service desk features via mobile device. Self Service Enables employees to view the status of their tickets. Active Directory Provides a directory of all users within an organization. Show More ##### ## Generative AI (2) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Service Desk (7) 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 Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More [ ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus") Sponsored ManageEngine ServiceDesk Plus 4.2/5 (249) Visit Website ](javascript:void(0)) ## Top-Rated Alternatives [ ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") Freshservice 4.6/5 (1,289) ](https://www.g2.com/products/freshservice/reviews) [ ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") Jira Service Management 4.3/5 (960) ](https://www.g2.com/products/jira-service-management/reviews) [ ![SysAid](https://images.g2crowd.com/uploads/product/hd_favicon/0e90ac9498bc05c89d709a2b51e8438d/sysaid.svg "SysAid") SysAid 4.5/5 (713) ](https://www.g2.com/products/sysaid/reviews) [ View All Alternatives ](https://www.g2.com/products/spiceworks-cloud-help-desk/competitors/alternatives) Spiceworks Cloud Help Desk Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5 (986) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-spiceworks-cloud-help-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5 (1,335) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-spiceworks-cloud-help-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_016f9502a5c1407463f90a3d5b7704ac/solarwinds-service-desk.png "Product Avatar Image") SolarWinds Service Desk 4.3/5 (778) [ Compare Now ](https://www.g2.com/compare/solarwinds-service-desk-vs-spiceworks-cloud-help-desk) ##### Categories on G2 [ Help Desk ](https://www.g2.com/categories/help-desk)[ Service Desk ](https://www.g2.com/categories/service-desk) ##### Explore More [ Best Task Management Software ](https://www.g2.com/articles/best-task-management-software)[ Best tools for automating HR workflows in HCM ](https://www.g2.com/discussions/what-are-the-best-tools-for-automating-hr-workflows-in-hcm)[ How can I ensure the security of sensitive documents during M&A? ](https://www.g2.com/discussions/how-can-i-ensure-the-security-of-sensitive-documents-during-m-a) [ What is the top-rated video communication platform for enterprises? ](https://www.g2.com/discussions/what-is-the-top-rated-video-communication-platform-for-enterprises)[ customer success software ](https://www.g2.com/discussions/what-do-you-look-for-when-choosing-a-customer-success-software)[ Pros and Cons Details ](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews?qs=pros-and-cons) Show More [ Best Task Management Software ](https://www.g2.com/articles/best-task-management-software)[ Best tools for automating HR workflows in HCM ](https://www.g2.com/discussions/what-are-the-best-tools-for-automating-hr-workflows-in-hcm)[ How can I ensure the security of sensitive documents during M&A? ](https://www.g2.com/discussions/how-can-i-ensure-the-security-of-sensitive-documents-during-m-a) [ What is the top-rated video communication platform for enterprises? ](https://www.g2.com/discussions/what-is-the-top-rated-video-communication-platform-for-enterprises)[ customer success software ](https://www.g2.com/discussions/what-do-you-look-for-when-choosing-a-customer-success-software)[ Pros and Cons Details ](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews?qs=pros-and-cons)