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

Spiceworks Cloud Help Desk

8.4 /10
Category
Spiceworks Cloud Help Desk
8.4 /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.

86 Likeliness to Recommend

97 Plan to Renew

83 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+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

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

Submitted Dec 2022

Great and useful product!

Likeliness to Recommend

9 /10

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Pratham S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Excellent HelpDesk tools with great reporting

Likeliness to Recommend

8 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

This is the best tool for our customers to submit IT helpdesk tickets and inquiries. The IT team can easily collaborate, re-assign tickets, and set priorities with this ticketing system.

What is your favorite aspect of this product?

I like how quickly you can switch from an unassigned ticket to your ticket and query and create a report. I also enjoy the Spiceworks community and the free webinars that are available.

What do you dislike most about this product?

The search engine's filters might be difficult to configure. The initial setup takes time. Even If you decide to host your own server, you may have to start from scratch.

What recommendations would you give to someone considering this product?

It interacts with SSOs, and users may immediately begin sending requests. Ticket control and administration are simple and straightforward. Graphs and ticket logs can be created by central admin users. It supported remote control, making it simple to administer the user's computer if necessary. This software is useful if your company has a large number of users. It is extremely beneficial when attendance is required as soon as possible.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Jeff W.

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

Submitted Nov 2022

A product that meets our needs

Likeliness to Recommend

7 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

I like the simplicity and ease of use of Spiceworks. New technicians can easily be trained on it's use. I like the Power BI integration that allows us to build reports and dashboards the report the metrics that we use to evaluate our technicians.

What is your favorite aspect of this product?

I like having the hardware database linked to the help desk ticketing system. Support tickets can be linked to hardware items which assists the infrastructure team in lifecycle management.

What do you dislike most about this product?

I wish there was more customization options the for the emails sent by Spiceworks to users submitting support tickets.

What recommendations would you give to someone considering this product?

Spiceworks has a great value proposition. A great fit for smaller IT shops.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

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