Spiceworks Cloud Help Desk Features
What are the features of Spiceworks Cloud Help Desk?
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Ticket Collaboration
Communication Channels
- Customer Portal
- Email to Case
Incident Management
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
Access & Usability
- Mobile
- Self Service
- Active Directory
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Spiceworks Cloud Help Desk Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Based on 10 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 92% (Based on 10 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Based on 11 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 80% (Based on 11 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 13 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 82% (Based on 13 reviews) | |
Ticket Response User Experience | Based on 13 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 83% (Based on 13 reviews) | |
Workflow | Based on 11 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 88% (Based on 11 reviews) | |
Automated Response | Respond to common requests with standard reply 10 reviewers of Spiceworks Cloud Help Desk have provided feedback on this feature. | 83% (Based on 10 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Based on 11 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 88% (Based on 11 reviews) | |
Ticket Collaboration | Based on 12 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 81% (Based on 12 reviews) | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Based on 12 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 83% (Based on 12 reviews) | |
Email to Case | Based on 12 Spiceworks Cloud Help Desk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 93% (Based on 12 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data |
Incident Management
Ticket Prioritization | Based on 124 Spiceworks Cloud Help Desk reviews. Prioritizes tickets based on factors configured by the user. | 88% (Based on 124 reviews) | |
Ticket Notifications | Based on 130 Spiceworks Cloud Help Desk reviews. Notifies the IT team when a ticket needs action. | 93% (Based on 130 reviews) | |
Knowledge Base | As reported in 112 Spiceworks Cloud Help Desk reviews. Provides a forum for answers to common questions. | 82% (Based on 112 reviews) | |
Knowledge Base/Ticket Integration | Based on 101 Spiceworks Cloud Help Desk reviews. Integrates knowledge base articles into a ticket. | 83% (Based on 101 reviews) |
Reporting
Dashboards | Based on 126 Spiceworks Cloud Help Desk reviews. Displays important metrics relating to performance. | 86% (Based on 126 reviews) | |
Time Tracking | Tracks time worked on a ticket. This feature was mentioned in 106 Spiceworks Cloud Help Desk reviews. | 84% (Based on 106 reviews) |
Access & Usability
Mobile | As reported in 97 Spiceworks Cloud Help Desk reviews. Enables access to service desk features via mobile device. | 81% (Based on 97 reviews) | |
Self Service | As reported in 105 Spiceworks Cloud Help Desk reviews. Enables employees to view the status of their tickets. | 89% (Based on 105 reviews) | |
Active Directory | Provides a directory of all users within an organization. This feature was mentioned in 88 Spiceworks Cloud Help Desk reviews. | 89% (Based on 88 reviews) |
