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.

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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

Sarah J.

  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2022

Easy to Use & Free

Likeliness to Recommend

10 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

We've used a few ticketing systems at my place of work now and the Spiceworks one was my personal favorite because it was easy, quick to set up, allowed me to track and search all tickets if there was a question about what had been submitted. It is easy for regular staff to submit tickets (which was the biggest hurdle we faced previously). And the price point is right for a not for profit company at Free. I would say this is the best freeware for the job if you work in a no-budget IT Department (like myself)

What is your favorite aspect of this product?

The search function. Being able to pull up tickets by typing in a keyword or category is a huge time saver

What do you dislike most about this product?

The fact that it will sometimes open a duplicate ticket if you reply directly through email. I can merge the tickets easily from the app, but it does get tiresome if it happens consistently with a particular person.

What recommendations would you give to someone considering this product?

If you work for a non-profit company and you need good open source software, Spiceworks has my highest recommendation.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Cody F.

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

Submitted Nov 2022

For the money, this is the best piece of software.

Likeliness to Recommend

9 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

Price and community are everything.

What is your favorite aspect of this product?

The Spiceworks community is invaluable in my day to day operations.

What do you dislike most about this product?

I STILL cannot print a single ticket in a usable format. This is the one item that I seriously consider leaving Spiceworks over and it occurs twice a year when I have to print tickets for auditors.

What recommendations would you give to someone considering this product?

Support the community, you won't be disappointed. When combined with the hardware and software inventory features this is a powerful solution that could be priced significantly higher.

Pros

  • Caring
  • Respectful
  • Helps Innovate
  • Continually Improving Product

Patrick G.

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

Submitted Nov 2022

Easy to use could use some more features

Likeliness to Recommend

7 /10

What differentiates Spiceworks Cloud Help Desk from other similar products?

Price is the biggest difference between Spiceworks platform and other similar products.

What is your favorite aspect of this product?

Ease of use and customization.

What do you dislike most about this product?

search is still pretty bad and the functionality is very clunky, when I sometimes enter information and submit it does not submit. I have to copy my submission refresh then re-input the information to close a ticket.

What recommendations would you give to someone considering this product?

Be patient and add as much information to the platform as possible

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Generous Negotitation

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