Opiniones de Spiceworks

Sobre Spiceworks

Descarga el software gratuito de mesa de ayuda de TI para profesionales y administradores de sistemas de TI en todo el mundo en todas las empresas. Aplicaciones de asistencia y móviles también gratuitas.

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Puntos a favor:

Integrated decently with Exchange. Very low cost and a good KB.

Puntos en contra:

The biggest con is that if you have a "team" in your Spiceworks, it's a bit of a pain to get the inventory cross-team.

Valoraciones de Spiceworks

Evaluación media

Facilidad de uso
4,3
Atención al cliente
4,2
Funcionalidades
4,2
Relación calidad-precio
4,6

Probabilidad de recomendación

8,5/10

Spiceworks tiene una valoración global de 4,4 estrellas sobre 5 según las 543 opiniones de usuarios de Capterra.

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Angelo
Advisor en EE. UU.
Arquitectura y planificación, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Spiceworks: Una solución todo en uno para la gestión de tecnología empresarial

5,0 hace 4 meses

Comentarios: En general, Spiceworks es una excelente herramienta para la gestión de TI, especialmente para pequeñas y medianas empresas que buscan una solución de bajo costo y fácil de usar.

Puntos a favor:

Un sistema de inventario de equipos es una herramienta esencial para cualquier empresa o organización que necesite un control detallado de su infraestructura tecnológica. En este sentido, Spiceworks ofrece una solución completa y gratuita que permite administrar eficientemente el inventario de equipos, software y licencias.En los últimos 2 años, no nos ha fallado. Y se integra perfectamente en nuestras redes locales y remotasCon Spiceworks, es posible obtener información detallada sobre los equipos de la organización, incluyendo su hardware, software, licencias, garantías, ubicación y estado. Además, se pueden programar alertas para notificar sobre cambios en la configuración de los equipos, fechas de vencimiento de licencias y garantías, entre otros aspectos.

Puntos en contra:

Algunas de sus características avanzadas, como la automatización de la gestión de tickets, solo están disponibles en la versión de pago. Además, para algunas empresas, la interfaz y la funcionalidad pueden no ser lo suficientemente avanzadas o personalizables para satisfacer sus necesidades específicas.

Usuario verificado
Usuario de Linkedin verificado
Maquinaria, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Todo en uno para helpdesk e inventarios

4,0 hace 5 meses

Comentarios: La gestión de carga de trabajo por operadores de IT e informes de carga de trabajo y costes

Puntos a favor:

La facilidad de despliegue, poca necesidad de configuración facilita la gestión de los activos y la transparencia para el reporte de incidencias por parte de los usuarios lo hace muy ágil

Puntos en contra:

La necesidad que la plataforma cloud siga añadiendo viejas funciones de la versión onpremise

Robert
Robert
Systems Administrator en Canadá
Usuario de Linkedin verificado
Alimentación y bebidas, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Ideal free helpdesk for small to medium businesses

5,0 hace 2 años

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

Puntos a favor:

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.

Puntos en contra:

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.

Matthew
Director of IT en EE. UU.
Gestión de organizaciones sin ánimo de lucro, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Help Desk Where You Want It

5,0 hace 2 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Sandeep
Sandeep
SYstem Support Engineer en India
Usuario de Linkedin verificado
Propiedad inmobiliaria comercial, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Ticketing Tool

5,0 el mes pasado Nuevo

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

Puntos a favor:

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

Puntos en contra:

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.

Josh
IT Support Specialist en EE. UU.
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Awesome IT Help Desk software, horrible inventory system.

2,0 hace 6 años

Puntos a favor:

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.

Puntos en contra:

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.

Shayla
Shayla
Human Resources Specialist en EE. UU.
Usuario de Linkedin verificado
Internet, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

It works well for a small business support desk

4,0 hace 3 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Joshua
Joshua
System Administrator en RU
Usuario de Linkedin verificado
Banca, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

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

5,0 hace 6 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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

Donald
Technology Director en EE. UU.
Administración educativa, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Spiceworks Help Desk

5,0 hace 9 meses

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

Puntos a favor:

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

Puntos en contra:

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

Ian
IT Support Specialist en EE. UU.
Hospital y atención sanitaria, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Spicy goodness

5,0 hace 5 meses

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

Puntos a favor:

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

Puntos en contra:

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

Marek
CEO en Polonia
Servicios financieros, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Spiceworks Review

4,0 hace 4 semanas Nuevo

Comentarios: Overall, my experience with Spiceworks was highly positive. The vibrant community and wealth of resources made it a valuable tool for IT professionals. It provided a platform to seek advice, troubleshoot problems, and stay connected with industry peers. While there were occasional performance issues and the user interface could have been more intuitive, these minor inconveniences did not significantly impact the overall experience. Spiceworks proved to be a valuable resource for IT professionals, facilitating knowledge sharing and enhancing collaboration within the community.

Puntos a favor:

One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience.

Puntos en contra:

While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience.

Rachel
IT Administrative Assistant en EE. UU.
Práctica médica, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Ticketing System for Medical Practice

4,0 hace 2 meses Nuevo

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

Puntos a favor:

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

Puntos en contra:

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.

Victor
IT Manager en Venezuela
Construcción, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña
Fuente: SoftwareAdvice

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

5,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Comercio mayorista, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SpiceWorks does the job, for free-ninety-nine.

4,0 hace 4 años

Comentarios: Prior to SpiceWorks we relied on emails from users with issues, and each IT person might manage those emails in their own way - flagging for followup, marking as unread, subfolders of their inbox, reminders, etc. Issues often were forgotten before being resolved as they moved further down in the IT inbox. We would often work on issues that another IT person already knew the answer to, thus wasting time. Spiceworks has made it so much easier to keep track of issues and their resolutions. IT supervisors can see at a glance if any of their people are struggling, and how quickly issues are resolved. Each ticket is categorized (Phone System, PC Hardware, Network, etc.) so its easy to see if things are getting better or worse. You can reply to a ticket with a suggested solution, categorize it, and close it, all using the "Tickets Anywhere" keywords.

Puntos a favor:

It allows us to prioritize tickets, identify recurring problems, and prevent requests from "falling through the cracks". It provides our employees a single email address for getting help without them having to know who in IT does what. It is fairly configurable to meet different needs - we use it for warehouse and logistics issues as well as IT Help Desk. Tickets can be assigned, categorized, closed, etc. using "Tickets Anywhere" keywords when replying to the email so you don't even have to open the site to work tickets.

Puntos en contra:

Emails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost. Due to this we sometimes have to ask the user to forward the email directly to us in order to see the original. There is a delay of between 1 and 5 minutes after an email is sent to Spiceworks before the Spiceworks email is received by team members, so we occasionally have more than one person starting to work on a ticket at the same time - especially if the ticket can be resolved simply by replying to the email.

Usuario verificado
Usuario de Linkedin verificado
Educación superior, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

5,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Dustin
Field Technician en EE. UU.
Usuario de Linkedin verificado
Hardware informático, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Simply essential to every day I.T. Life!

5,0 hace 5 años

Comentarios: There is really nothing to say but this software is excellent. I use it daily for ticketing, tracking, research and even I.T. related news clips. It's an essential one stop HUB for everything I.T. and best of all it's free.

Puntos a favor:

Spiceworks is the software that my company uses for ticketing and a secondary asset tracking system. Since I've been using it I've found that it's infinitely more helpful than at first it seemed. The ticketing system is very simple to set up and tracks and assigns tickets very well. Besides the ticketing and asset tracking I love all the plug-ins that are available as well as the Spiceworks community. There are very few resources where you will find a more helpful bunch of users who have real world experience and can answer anything you might need to ask. I always find someone who has broken down extremely technical knowledge that makes it easier for me to learn and expand.

Puntos en contra:

The software can sometimes be a bit slow to respond. There will at times be an odd lag in the software even though there is nothing taxing happening on the server and resources look fine. This is a minor occurrence and can be fixed by restarting the service on the server.

Dustin
Dustin
Superintendent of Information Technology en EE. UU.
Usuario de Linkedin verificado
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

4,0 hace 5 años

Puntos a favor:

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.

Puntos en contra:

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.

Valerio
Director en República Dominicana
Software informático, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Everything you need to just open and close tickets

4,0 hace 6 años

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

Robert
Director of Operations en EE. UU.
Servicios individuales y familiares, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

IT Support at its finest!

5,0 hace 4 años

Puntos a favor:

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.

Puntos en contra:

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

Matthew
Software Developer en Sudáfrica
Usuario de Linkedin verificado
Construcción
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Fantastic IT Help Desk Solution

4,0 hace 5 años

Comentarios: 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

Puntos a favor:

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.

Puntos en contra:

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.

Daniel
Daniel
Director of Communications and Information Technology en EE. UU.
Usuario de Linkedin verificado
Fuerzas del orden público, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

It's great, setup is a pain

5,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Instituciones religiosas, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Confusing, Complicated Help Desk Management

3,0 hace 9 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Doriann
Doriann
Analista de Sistemas en Venezuela
Usuario de Linkedin verificado
, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

5,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Nikki
Digital Operator en RU
Impresión, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Lots of features for a help desk ticket system

4,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Práctica médica, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great Helpdesk Solution

5,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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