Avis clients sur Spiceworks

L'outil d'inventoring parfait

Avantages :

La possibilité de deployer le logiciel client automatiquement et sans effort.

Inconvénients :

La latence du logiciel est parfoit frustrante, cependant l'outil est transparent pour l'utilisateur final.

Ideal free helpdesk for small to medium businesses

Commentaires : Overall I have been very happy with Spiceworks, especially the community of users.

Avantages :

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Inconvénients :

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

SpiceWorks Cloud IT helpdesk for free!

Commentaires : Spiceworks IT Helpdesk Cloud version does everything I want from a cloud based Ticketing system so even though its lacking some features which I hope will get added soon as ive mentioned earlier it does do everything you would expect from a basic IT Support helpdesk ticketing system. So if your looking for a free IT helpdesk solution I would really try out Spiceworks offering and also take a look at there cloud hosted version which I use myself.

Avantages :

Spiceworks ive used the community for years now so when I found there IT Helpdesk I started to use it but I then stopped for a while until there cloud IT Helpdesk came out which for me works best as I dont need to worry about hosting anywhere. So now I have a great IT helpdesk for my clients to log tickets with all for free!

Inconvénients :

The only Con to Spiceworks IT Helpdesk was that I was initially released as a windows installer which didnt really work for my business as I dont have my own servers, it wasnt until the Cloud IT helpdesk version came out that I then started to use Spiceworks IT helpdesk again as my client IT helpdesk solution. Its also lacking some features you would see in premium solutions but it does the basics and works for my IT Consultancy business.

Ticketing Tool

Commentaires : We are using Spiceworks for ticketing day to day issues where users are facing and for regular follow-up of any tasks assigned.

Avantages :

I liked the ticketing process or features that were available when creating tickets, as well as the email alerts for each follow-up.

Inconvénients :

The least i like was server availability, Some times due to work load the server gets crashing and after restarting all the services only it will work without any issues.The initial stage of setup using authentication was difficult.

Awesome IT Help Desk software, horrible inventory system.

Avantages :

Spiceworks is great for managing help desk tickets. Using HTML we've been able to customize our end-user portal. Create multiple ticket templates to capture the details we truly need from end-users. We have found that the mobile application for iOS and Android to be the best on the market. It has a great GUI, very user friendly, informative, and easy to set up.

Inconvénients :

The inventory system is lacking when it comes to producing accurate information. At one point this year we were upgrading our end users to dual monitors. We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. It came back telling us a generic description. I ended up writing a batch file that would obtain them remotely and that was accurate. We've also had issues where it would scan a computer that had 2 monitors but would only show one. We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. It ended up showing us that several computers had 3 iterations of office installed. I understand that these keys are in the registry but other similar scanners would only produce keys for whats actually installed on the workstation by cross-referencing installed applications and registry keys. We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets. We've chosen to use LanSweeper to track assets. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. Spiceworks took 8+ hours, LanSweeper <30 minutes.

It works well for a small business support desk

Commentaires : The UI is intuitive and easy to use, especially if you're new to helpdesk software. It's easy to use and efficient, making it ideal for a company with a small support staff. It's simple to use; I was able to set up my agents and ticket alerts and begin receiving tickets in a matter of minutes.

Avantages :

For internal clients, we rely only on Spiceworks as our ticket-based support system. If a user experiences a problem that can be resolved by IT, they need only visit the site and, in a matter of seconds, create a ticket that includes screenshots and other information that will aid us in fixing the problem as soon as possible.

Inconvénients :

My only gripe is that it is not simple to view all tickets in one place, regardless of their status, using the "my tickets" feature.

Help Desk Where You Want It

Commentaires : Starting a new role in the organization that had no Help Desk and no history or structure; Spiceworks proved to be the single biggest one thing that could be done right that would yeild improved IT services to the organization. User responsibility shifted to reporting IT issues using email and overall satisfaction improved and service impacting issues due to weaknesses in infrastructure, bad procedures or mislaid processes were identified by the ticketing system and corrected.

Avantages :

I started using Spiceworks in the cloud and then copied the database and importing it to our VM and lost nothing. It is an efficient and easy to use platform. Adding techs and break-fix categories to track what needs to be improved proved to be successful. This allows IT to focus on root cause and then to deploy solutions to prevent the same.

Inconvénients :

The reports need to be streamlined to remove redundancy. Quantity is not always a good thing and by compressing and focusing on key areas the reporting could be a lot better and less fractured.

Ever looking for an IT Asset Management App to use ..... Spiceworks has it all

Commentaires : My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation.

Avantages :

The beauty of updating IT Assets all in one place from Mobile device to Laptops to Printers and the ability to save credentials for assessing those devices in a shot note for easy of continuity.

Inconvénients :

I haven't find any fault using the app, so there is non for me to write

Spiceworks Help Desk

Commentaires : Spiceworks has been very good for us as a Help Desk software. My admins and users had an easy time in implementing this software

Avantages :

Of course the cost since it is Free. Easy to deploy and users to understand

Inconvénients :

Does not have all the features and reports that others have, but that is offset by the price

Spicy goodness

Commentaires : Spiceworks was great when i worked at a small non profit for my needs

Avantages :

The inventory and ticketing are very useful in smaller businesses however when i have to research an issue i normally end the search term in google with "Spiceworks" as i know i will be returned with a wealth of expert knowledge

Inconvénients :

I find the bandwidth usage quite high, other than that it is value for money which was zero for just the helpdesk. There are other applications i have not used

Ticketing System for Medical Practice

Commentaires : There haven't been any major concerns brought up.

Avantages :

Typically, it is easy to identify who is responsible for which tickets and what priority they are put at.

Inconvénients :

I can't open all the attachments easily in a ticket. I have to go back to the original response to see what attachments are included.

Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!

Commentaires : I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies.
For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements.

Avantages :

The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code. We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network.

Inconvénients :

Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning. Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features.

Very User-Friendly

Commentaires : It's been great. Since we've started using this (about a year ago) it has definitely improved our productivity, communication, and efficiency as an entire IT dept.

Avantages :

Oh, where to start! I love that anyone in our company can email a specific address that we have set up to forward from Spiceworks and it will automatically forward it to everyone on the IT team so we don't have to continue checking the actual software every 5 minutes. Also, when someone responds, it goes directly to the ticket assignee's email and we can respond from either the platform or our emails. It's also nice that it sends reminders of open tickets or things that have been untouched for a while. I like the dashboard to see the frequency of opened/closed tickets, as well as see which issues are the most prominent. The actual tickets have areas to specify the category of the issue as well as a 3rd party ticket# so it's easy to find. There is also a knowledge base that we can refer to people who have had similar problems as others in the past. And everything is in the cloud so we don't have to host anything to ensure that it's saved :) They just added a remote session option too which could come in super handy when troubleshooting an issue. Oh, and I like that it has internal as well as public notes and it saves a history of everything so can go back and revisit a closed ticket that was taken care of months ago.

Inconvénients :

The attachments are a little finicky. As in, it doesn't allow "inline" attachments (for when I want to show a screenshot in the middle of my explanation). And if I want to download a screenshot from a ticket, I have to right-click it and save (not a big deal) rather than just click on the print icon that's usually present in other attachment previews on different sites (like Gmail, per say). But honestly, I haven't really dealt with many other IT ticket help desk platforms so I don't really have anything to compare it to. The only other things I don't like are things that are user-error based. Like how if we don't update the category or the ticket type in the actual ticket, the proper stats won't show in the dashboard.

Free help desk and ticketing system with integrated AD-compatible inventory

Commentaires : We have used the Spiceworks ticketing system for a few years and have been very pleased by the customization options, support, and overall performance of it. It has helped to streamline the efforts of our tech team and help us to effectively organize and delegate. From the ticket overview, you can see what tickets are new, outstanding, and who their owners are (if any). The customer portal side and automated responses are very customization as well, which helps to get your tech communications effectively branded for your organization.

Avantages :

The fact that it is a free product helps it to stand out. Beside that, when we did have an issue, the support was fantastic in helping us to track down and remedy the source of the problem. We really like the amount of detail you can see at a glance when using the help desk because it can aggregate the data from inventory which can include hardware devices and users. There are also many very handy plugins for Spiceworks that can help in countless ways.

Inconvénients :

Since our users had a habit of submitting tickets with numerous large attachments, the ticket database became kind of unwieldy and there wasn't a clear way to actually delete tickets or their attachments from the database. This is good and bad, in that there's no accidental deletion of ticket history, but it can be frustration if space on the hosting server is very limited.

Excellent Help Desk, Easy To Implement

Commentaires : We needed a help desk that was not only to record computer problems, but we also wanted to help us have greater visibility of the IT environment, computers that fail more, more common failures in the equipment and take advantage of that information to improve. Is very easy to implement, has integration with active directory and the visibility it gives you of the IT environment. The web site has a very complete guide for its installation and deployment. The tool goes beyond a simple help desk as you can have there Your inventory of equipment (hardware and software) and for example uninstall applications from the help desk.

Avantages :

It is a very complete help desk allows you to have a great visibility of what is happening with the statistics of category breakdown, work by engineer, attention time, etc.. In addition you can create an internal knowledge base, allows you to have your inventory of equipment, reports, purchase records associated with a ticket, etc.. It is very easy to use for the end user because he only has to send a mail to a specific email address and his ticket is registered in the system. It is very stable and reliable.

Inconvénients :

It takes time to adjust it to your needs, but it has a great forum where everyone helps you.

Great for a free helpdesk, but the community is where it shines

Avantages :

First off, nobody has ever complained about free. Spiceworks itself does what it is meant to do -- it provides a simple helpdesk for you and your users, with basic features you'd expect from a support system. It's full of little things, like a built-in knowledge base, built-in remote support, integrations with other tools, etc. The real value in Spiceworks though is it's community; it's like Experts Exchange on steroids. Everyone is friendly and helpful, and vendors have direct representation in the forums to help you with both sales and support questions. It rarely feels like anyone is trying to sell you anything in Spiceworks' community, but at the end of the day you end up buying from some vendors *because* of how they treat you there. It's incredible.

Inconvénients :

Inventory... inventory is not good. If you don't get it set up perfectly the first time, you might as well turn it off and forget about it. There's still no really good way to handle historical data and devices you no longer control.

Everything you need to just open and close tickets

Commentaires : Our company provides IT support to several customers. Specifically we have installed Spicework to handle the tickets of one of our customers. The organization of our client has approximately 50 users. Spicework has worked without any problems so far. We went from receiving requests via phone or email to having a system to organize the tickets, status and expiration dates.

Avantages :

This is a simple software that will allow you to manage the opening and closing of tickets for your organization. You can keep track of open tickets, assign them and make comments. All changes in a ticket automatically generate an email to those involved in them. It also detects on the network new computers, software changes, even can send alerts when there is little tonner in some printer or when there is little disk space on some computer in the network. This can be of great help to an organization's IT teams

Inconvénients :

It can be difficult to install and configure and help is not always immediate. Apart from this it can be a simple tool for the end user.

IT Support at its finest!

Avantages :

Where to begin - there are so many features and services that we have come to rely on in regard to Spiceworks such as: -Remote data collection on all devices: you can see when a hard drive is out of space before it becomes a problem -Remote data collection on logs: you can see when someone had some log errors and they don't know about it and you catch a system-wide upgrade issue before it affects everyone -Software reports: see who has what installed and if it fits in the companies guidelines -Seamless integration between ticket creation and purchasing. Also, Vendor participation that allows vendors to directly communicate with the whole community and help out, without all the trouble of phone calling and long wait times.

Inconvénients :

The only thing we have identified that Spiceworks doesn't do is patch management but word is they are working on that.

Fantastic IT Help Desk Solution

Commentaires : It has been a good way to track tickets and gives us the basic information as to how many tickets we are closing per week

Avantages :

Myself and my team have been using Spiceworks for the last 2 years now as our Help Desk Ticketing software solution. We have now also recently changed over to their cloud version of this software which incredibly is also free and still have zero issues with the software. To date, it has never let us down. Spiceworks software delivers all the functionality we need out of a Help Desk Solution and is still running strong for us. We manage over a 500 tickets daily through this software and have never found to have had any technical issues with it.

Inconvénients :

I do however have only one small issue and that is I wish it had better sorting of submitted tickets and improved search capabilities. Otherwise this software is amazing and only look forward to any future updates they may have for us.

It's great, setup is a pain

Commentaires : We used to rely on word of mouth or emails that would generally get lost. I am now able to keep track of all user submitted tickets to see where my staff is and ensure that things get completed. It also makes it much easier for users to report an issue. Previously users were discouraged from reporting technical issues because there was no guarantee the issue would ever be addressed. We now have accountability.

Avantages :

Extremely easy to use as a user and an administrator. Users simply send an email to a pre-defined email address (help@domain.com) and a e-ticket is automatically generated. My IT staff receives notifications via email as well as the mobile app. IT Staff is able to assign tickets, respond to users, set categories, etc. very easily. Best of all, it's FREE.

Inconvénients :

Set up was very difficult. It took us a few attempts to get it working. But once it was up and running, it keeps on going.

Confusing, Complicated Help Desk Management

Commentaires : With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to the correct people, the Spiceworks causes more business problems than it solves, and we have moved on to other products that better address our needs and organizational priorities.

Avantages :

The ability to respond to tickets via email with particular commands (such as assigning to a particular person, closing a ticket, etc) is very nice, and the web portal for end users to request support is nicely customizable.

Inconvénients :

Two features of Spiceworks stand out as the least polished and most frustrating. First is the way the software deals with custom attributes for tickets. This information is tucked away in a secondary menu, cannot be easily included in email notifications of a new ticket, and is very difficult to export in any format that makes it remotely usable. Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of the software to consistently CC administrators based on the content or attributes of the tickets. I have spend many hours trying to fine-tune the settings to make sure that my fellow admins and IT techs are not bombarded with emails while also getting notifications about tickets that are relevant to their work, but have given up at this point.

An excellent trip to the organization, control and monitoring of my company LAN.

Commentaires : I get control of the company's computer park and with software's functionalities I was able to get all the information about their life time. It also allowed me to carry the statistics of activities and faults in LAN allowing me to study their numbers and attack the problems with greater precision.

Avantages :

It is a Swiss Army knife for network administrators allowing inventory, equipment monitoring and failure tracking and activities within the same package. It is great to be able to have everything you need within reach of an IP address, in addition to being able to receive as many notifications as you want and of what you want within the operation of the network.

Inconvénients :

The hardware requirements are many, leaving out all those equipment with few features. Although software as such does not merit investment, it concentrates on the necessary hardware.

Lots of features for a help desk ticket system

Commentaires : I use Spiceworks IT Help Desk at work as a ticket system. It creates an individual ticket for each customer when they have an issue, and organises all the communications with this user with this individual ticket system number. It has really made us more efficient as rather than having to reply individually and try to keep track of emails with a customer, it is all stored within one system.

Avantages :

I like that Spiceworks IT Help Desk lets me work with customers through a ticket system, so I can stay organised versus answering and tracking individual emails. It also gives a notification when there is a new ticket or a message that has been waiting over 24 hours.

Inconvénients :

It is a little difficult to use and figure out the menus of the helpdesk system, and also every page seems to have to reload and does not work very quickly.

Great Helpdesk Solution

Commentaires : I am able to keep track of my work and assign/re-assign tickets with ease. Going back to reference a past solution is easy. A very practical helpdesk portal.

Avantages :

Tickets can be auto-created upon email receipt as well as direct-upload to the Spiceworks portal. The former makes it much easier for users in more of a hurry to get their request in.

Inconvénients :

Linking tickets to other tickets (sub-tickets) can make for a somewhat confusing ticket tree. Could be more intuitive.

Best Free ITSM you need

Commentaires : SO i came from a government contract and our ITSM is all based on lowest bidder, Spiceworks excels far better than those software's I used .

Avantages :

The ease of putting in tickets and meeting resolution target without much communication loss is imperative to all IT operations.

Inconvénients :

So i used the free version of the software being in a start up environment, that being said the software has a ton of adds.