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Verified User in Education Management

Mid-Market (51-1000 emp.)

8/2/2019

"Budget Friendly Help Desk Ticketing System"

4.5/5

What do you like best about Spiceworks Cloud Help Desk?

There are so many features available in the Spiceworks Help Desk system, and there are many new plugins that are being developed to add on to the current functionality. This system allowed us to take the Help Desk email that people were already emailing their requests to, and create requests automatically from there. This has allowed a 100% seamless transition for the staff/faculty to still contact us with their issues, and still allow us to manage the tickets. This has been a game changer for our department in allowing us to not let issues "fall through the cracks." Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

There are a couple things that have yet to be made customizable such as the normal work hours. Whenever a ticket is created, and a due date is assigned, it automatically sets the time at 5PM. I would personally like to be able to specify that our normal business hours are from 7:30AM - 3:30PM, and to have it set the due date to 3:30PM for any date we pick. There is also the ability to track the response time for tickets; however, I don't believe there is a rule in place to only track those during the business hours. So, if users are sending in emails/tickets after hours, then it may show a different response time than desired. Review collected by and hosted on G2.com.

Recommendations to others considering Spiceworks Cloud Help Desk:

It is a free Help Desk solution, and at the very least I would try it out. If you do the same thing we did, I added a generic email address to our Help Desk distribution group, and then had any email that went to that generic email create a ticket in the system. This way it wasn't using my personal work email, and creating a new ticket for every single email I got. This allowed us to be up and running very quickly, and offered an immediate benefit to the school as a whole. Review collected by and hosted on G2.com.

What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?

We are able to now keep track of all issues that are going on around campus, and not let teachers requests go unnoticed. We are also now able to easily track ongoing issues by being able to report on past issues a certain employee has been having to see if it is something deeper than we initially thought. Review collected by and hosted on G2.com.

Spiceworks Cloud Help Desk Reviews & Product Details

Spiceworks Cloud Help Desk (CHD) is a purpose-built IT help desk software designed for internal IT teams. Whether you’re a solo admin or a full help desk staff, CHD provides a fast, easy ticketing system with automation, workflows, and reporting that reduce manual work and improve response times. CHD includes a free Core plan for up to five seats, and a Premium plan that includes features that include tasklists, bulk actions, and live chat support (24/5), all with an ad-free experience and flexible monthly or annual subscription options. Learn more about both plan types at https://www.spiceworks.com/free-cloud-help-desk-software/

Seller

Ziff Davis

Discussions

Spiceworks Cloud Help Desk Community

Languages Supported

English

Overview by

Satya Swaroop Mati

Pricing

Pricing provided by Spiceworks Cloud Help Desk.

Spiceworks Hosts It

Free

YOU HOST IT

Free

View More Pricing Information

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Spiceworks Cloud Help Desk Media

Spiceworks Cloud Help Desk Demo - Help Desk Tickets and Tasks

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Spiceworks Cloud Help Desk Demo - Help Desk Tickets Dashboard

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Spiceworks Cloud Help Desk Demo - Help Desk Settings

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Spiceworks Cloud Help Desk Demo - Help Users Help Themselves

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Spiceworks Cloud Help Desk Demo - Help Desk Graph

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Verified User in Logistics and Supply Chain

Mid-Market (51-1000 emp.)

8/24/2023

"My smooth sailing journey with Spiceworks Helpdesk"

4.5/5

What do you like best about Spiceworks Cloud Help Desk?

Its efficient ticket submission and tracking, alerts, collaboration between users,various ticketing categories. The reporting feature is very useful to gain insight Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

mobile app lacks some features which are on desktop, often email notifications are delayed, integrating with other systems is quite challenging. sometimes response delays are there Review collected by and hosted on G2.com.

Serkan Y.

Sistem Uzmanı

Mid-Market (51-1000 emp.)

10/9/2023

"Free Solution for IT Help Desk: Spiceworks Cloud Help Desk"

5/5

What do you like best about Spiceworks Cloud Help Desk?

I'm managing my support tickets with Spiceworks Cloud Help Desk. It is very good for my company. Spiceworks community always helpful about issues. We are using all of our support tickets. Integration and implementation is very easy with Spiceworks Cloud Help Desk. We are using this system daily. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

I don't see any issue about Spiceworks Cloud Help Desk. Community admins always helps. All features works. Review collected by and hosted on G2.com.

Severian B.

Mid-Market (51-1000 emp.)

2/14/2023

"Functional but clunky"

3/5

What do you like best about Spiceworks Cloud Help Desk?

It is simple, streamlined and perfect for a small business help desk. I can set up my agents, ticket notifications and start receiving tickets in minutes, and it is easy to use. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

Not too much functionality, which is fine considering the price point. As more updates come out for it that, it gets clunkier. Adding a comment to a ticket or updating a ticket sometimes does not work, and I have to refresh the website to be able to edit the ticket. Otherwise, it just hangs or never adds to the ticket. Review collected by and hosted on G2.com.

Philip W.

IT Technician/System Analyst

Mid-Market (51-1000 emp.)

7/28/2017

"Spiceworks is a great way to handle helpdesk tickets and collaborate with fellow IT folks"

4/5

What do you like best about Spiceworks Cloud Help Desk?

The UI is very intuitive and is very easy to pick up and start using, even if you dont have alot of experience with helpdesk apps Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

The one thing that I didnt like is the mytickets functionality did not make it easy to look at all tickets at once regardless of status Review collected by and hosted on G2.com.

Recommendations to others considering Spiceworks Cloud Help Desk:

Make sure that you really review requirements so that you dont have alot of rework to do with implementation, but the app is customizable and works great! Review collected by and hosted on G2.com.

What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?

We use Spiceworks as our sole ticket based support system for our internal customers. Anytime a relevant issue comes up, the user just goes to the site and in a few seconds can build a ticket complete with screeshots and detail that helps us in IT to resolve issues quickly Review collected by and hosted on G2.com.

Verified User in Construction

Small-Business (50 or fewer emp.)

5/19/2023

"Always has been a great free product with a great community!"

5/5

What do you like best about Spiceworks Cloud Help Desk?

I love the community boards this is a good place to talk with other professionals about issues you have. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

I don't love the ads but I know thats what keeps their product free. Review collected by and hosted on G2.com.

Verified User in Primary/Secondary Education

Mid-Market (51-1000 emp.)

10/22/2019

"SpiceWorks Help Desk"

5/5

What do you like best about Spiceworks Cloud Help Desk?

Easy to set up and use. It also ties into Spiceworks Inventory Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

I would like to have more reports and the ability to customize them. Review collected by and hosted on G2.com.

Recommendations to others considering Spiceworks Cloud Help Desk:

If you are looking for a no cost solution for a basic Help Desk this is the software. Review collected by and hosted on G2.com.

What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?

Better Help desk response due to reminders. We have realized more solved and closed tickets along with cost savings Review collected by and hosted on G2.com.

Verified User in Primary/Secondary Education

Small-Business (50 or fewer emp.)

1/9/2023

"Cloud Helpdesk with really good features"

4.5/5

What do you like best about Spiceworks Cloud Help Desk?

We were searching for a cloud help desk that would let the administrators for multiple entities see in one platform. This allowed us to accomplish this by setting up two helpdesks for our entities, but allowing the helpdesks to be different. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

The cloud helpdesk requires the user to enter their email, then click on a link on their email every time they submit a new ticket. The only way to connect it is through an active directory. So there is no SSO or LDAP capabilities for login. Review collected by and hosted on G2.com.

Nebojsa P.

Network Coordinator

Mid-Market (51-1000 emp.)

12/31/2020

"Help Desk for school use"

5/5

What do you like best about Spiceworks Cloud Help Desk?

It integrates with SSO's and the users can instantly start sending tickets. The control and management of tickets are easy and intuitive. Central admin users can create graphs and ticket logs. It included remote control support, making it easy to manage the user's computer if demanded. This software is handy when you have many users in your company. It helps a lot when attendance is needed as soon as possible. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

The search engine can be hard to set the filters. The initial configuration is time-consuming. Even If you decide to host your server yourself, starting from scratch can take more time. Review collected by and hosted on G2.com.

Recommendations to others considering Spiceworks Cloud Help Desk:

This cloud-based web service can help you administer your tickets promptly and remote users control for support, making it a powerful tool and a time saver. Review collected by and hosted on G2.com.

What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?

It controls practically all of your company's tickets and makes it easy to handle the issues promptly. It saves time as being a centralized information system for attendance. Review collected by and hosted on G2.com.

Frank L.

Technology Coordinator

Mid-Market (51-1000 emp.)

11/9/2021

"Awesome Cloud Based Help Desk Application And It Is Free"

5/5

What do you like best about Spiceworks Cloud Help Desk?

End Users are able to open up a help desk ticket by simply sending an email to our specific portal. The ticket gets routed to the Admin Console Portal and can be accepted, assigned fully worked updated, closed, and reopened. Simple and very effective. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

I'm not sure if it's the browser that I am using or not, but I find that if you leave the portal open for over 10 minutes and you type in the comments field you cannot save it and it just hangs. Then you need to copy your text refresh the web page and then paste the comment back in and it works perfectly until it times out again without warning. Review collected by and hosted on G2.com.

Aaron D.

Computer Support Coordinator

Mid-Market (51-1000 emp.)

12/11/2021

"Feature rich, needs better compatibility with modern browsers"

3.5/5

What do you like best about Spiceworks Cloud Help Desk?

Great enterprise features like LDAP connection.

Powerful rules to sort and organize tickets.

Also has good asset management that can be linked to both users and tickets. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

It seems to lack sufficient testing before being launched. It doesn't work well in some modern browsers and while not quite often, far too often for a premium product, it doesn't save changes you make causing a loss of data entered and work must repeated. Review collected by and hosted on G2.com.

Recommendations to others considering Spiceworks Cloud Help Desk:

Full featured product worth considering especially if you're in a large organization. Review collected by and hosted on G2.com.

What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?

Customer management is easy with custom fields for what we need to track.

Time is saved if everyone appropriately enters relevant information so others who weren't previously involved in a particular request can find it. Review collected by and hosted on G2.com.