Spiceworks Cloud Help Desk Logo Award Winner Product Badge
Spiceworks Cloud Help Desk Logo Award Winner Product Badge
Spiceworks

Spiceworks Cloud Help Desk

Composite Score
8.0 /10
CX Score
8.3 /10
Category
Spiceworks Cloud Help Desk
8.0 /10

What is Spiceworks Cloud Help Desk?

Keep up with user requests, whether phone calls, emails, or web portal, we'll help you get ahead of the next fire drill. Setup is easier than a reboot! After all, no sense wasting a bunch of time learning how to use your help desk software. First ticket management software? No problem — work tickets in minutes and tackle issues in no time.

Company Details


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Awards & Recognition

Spiceworks Cloud Help Desk won the following awards in the IT Service Management - Midmarket category

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Spiceworks Cloud Help Desk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Spiceworks Cloud Help Desk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

97 Plan to Renew

83 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Spiceworks Cloud Help Desk?

1% Negative
7% Neutral
92% Positive

Pros

  • Fair
  • Reliable
  • Efficient Service
  • Saves Time

Feature Ratings

Average 75

Technician Administration

83

Multi Device Capability

81

End User Support Solutions

80

End User Self Serve

78

Multi-Site Functionality

76

Integrated Knowledge Management

76

Reporting

74

Service Catalog

73

Integration With IT Tools

73

Vendor Capability Ratings

Average 78

Ease of Implementation

85

Ease of IT Administration

82

Business Value Created

82

Usability and Intuitiveness

81

Vendor Support

78

Quality of Features

76

Availability and Quality of Training

76

Ease of Data Integration

76

Breadth of Features

74

Product Strategy and Rate of Improvement

73

Ease of Customization

73

Spiceworks Cloud Help Desk Reviews

Alex O.

  • Role: Information Technology
  • Industry: Education
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2020

This is such an intuitive product

Likeliness to Recommend

10 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

Again ease of use and have never had any issues over the years seems to have 99.9 percent uptime

What is your favorite aspect of this product?

The interface is very easy to use and leaves little to no training for new helpdesk staff

What do you dislike most about this product?

The reporting could be simpler for more advance reports

What recommendations would you give to someone considering this product?

Don’t hesitate it wa the next decision we made

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Kathy W.

  • Role: Information Technology
  • Industry: Education
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2020

Easy to use and implement.

Likeliness to Recommend

8 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

We had used the client version of Spiceworks help desk prior to using the cloud version. The cloud version was incredibly easy to implement, where the client version required a little more IT knowledge.

What is your favorite aspect of this product?

I love how quick and easy it is to create and update tickets for IT and for our users. I also like that we can customize who receives notifications for every user and for all steps of the ticket tracking.

What do you dislike most about this product?

The search feature for the tickets is horrible. It doesn't pull all of the results for what you are searching for. The resulting tickets from the search seem to be in random order vs. by ticket # or date. It doesn't highlight your search criteria in the search results. No preview is available for tickets. No editing of previous text is available for tickets (except for the Summary field).

What recommendations would you give to someone considering this product?

Very easy to implement. Excellent value for the cost. Has most features that users would want. Lacking in a few basic areas like the ticket searching and reporting.

Pros

  • Respectful
  • Appreciates Incumbent Status
  • Helps Innovate
  • Performance Enhancing

Sam P.

  • Role: Information Technology
  • Industry: Insurance
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2020

Fantastic product!

Likeliness to Recommend

8 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

It has a free version, and an Awesome Community.

What is your favorite aspect of this product?

The cost and the awesome community

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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