Spiceworks Cloud Help Desk Pros and Cons

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.