Spiceworks Help Desk

Spiceworks is an IT network management solution and help desk support ticketing system that provides SMBs, startups and IT service providers a comprehensive set of IT support-related tools for free.

The software solution is designed to facilitate your help desk activities, whether at the office or on the road. Spiceworks acts as a customer service platform, helping you and your company’s support team with managing and taking care of user tickets. It aims to transform your organization’s workflow, making it as streamlined as possible while adhering to a higher standard of customer support service.

In addition to the help desk system, Spiceworks also delivers a robust and feature-rich network monitoring solution that offers valuable insights into observed IT devices and machines, making it possible to detect network issues as well as keep track of server performance and health status. As a cloud-based platform, Spiceworks help desk software gives IT professionals the ability to stay on top of potential issues and concerns across their entire network infrastructure with an effective ticketing system.

Spiceworks utilizes role-based permissions for access management and its notifications feature gives you the power to properly allocate tasks and other responsibilities to individual team members. Its free cloud-based help desk solution and network monitoring system are specifically tailored for IT professionals, as well as system and network administrators. One of its main purposes is to give you a centralized platform for managing support tickets raised by clients, allowing you to provide quality customer support across multiple channels while also having the ability to track agent performance.

With Spiceworks help desk, individual agents, as well as your entire customer support team, should be able to closely monitor every single IT-related incident and keep track of any sudden changes that occur within your system and network infrastructure. Spiceworks also offers a self-service portal, which enables IT personnel to submit support tickets, keep track of the progress of that ticket and gain access to additional information from various resources including the knowledge base.

Moreover, Spiceworks also gives businesses and organizations the power to develop a centralized knowledge base, giving users easy access to information on regular or periodic inquiries. The platform features a team management dashboard to aid you in managing your entire customer support team as well as provide you with a comprehensive management view to help determine performance, availability and other key performance metrics. An on-premise version of Spiceworks help desk is available for businesses that want to manage their own help desk operation in-house.

Spiceworks Help Desk Features

Spiceworks’ cloud help desk system is one of only a handful of feature-rich IT-centric software products that is available to anyone for no extra cost. In addition to the help desk software, Spiceworks offers other free tools and solutions for inventory management, remote support and contract tracking. The following are some of the core features and capabilities of the cloud help desk powered by Spiceworks:

Ticket management

Ticket management and the ticketing system are the core features of Spiceworks’ cloud help desk solution. Arguably, these are the core features of any software product designed for customer service management. Spiceworks’ ticket management system utilizes automation technology to automate your ticketing operation, just like premium help desk software products such as SolarWinds Web Help Desk, for example.

When service requests come pouring in, a good help desk solution with automation capabilities and a good ticket management system are the only things that can save your support team from getting overwhelmed and making all kinds of mistakes. Spiceworks delivers the necessary tools to make sure this doesn’t happen to your IT personnel and customer support agents, streamlining their workflow through automation and driving efficiency and productivity.

The cloud help desk system works to streamline the ticketing process by automating a number of processes, including ticket creation, assigning and routing jobs to the appropriate customer support agent. It provides a wide range of collaboration capabilities to ensure a collaborative working environment for the entire IT support team. Spiceworks help desk auto-assigns user tickets to support agents and IT personnel based on their role and availability. It also enables ticket-sharing, which allows multiple agents or technicians to work together in resolving difficult problems.

Self-service knowledge base

Knowledge management is another key aspect of any good help desk support ticketing platform. Every time a user ticket is resolved, the solution that was used to resolve it has to be properly documented and stored in a central repository so it can be easily accessed for future reference. Documenting solutions in a well-organized and shared database is crucial in preserving best practices and expediting user ticket resolution. Additionally, sharing this knowledge with customers and clients can significantly reduce the number of support tickets that agents and IT personnel have to manage.

Most help desk and ticket management platforms make use of a frequently asked questions (FAQ) page or a publicly accessible database of common issues to empower end-users to resolve simple issues and concerns themselves. Spiceworks follows this approach by offering a self-service knowledge base with a fully customizable user portal. This feature allows customers and other users to track the progress of their submitted tickets as well as gain access to additional information and other materials.

Asset management and reporting

Spiceworks is equipped with asset management tools with a few monitoring and configuration capabilities. It works by scanning your network for connected devices during the installation process. The system then automatically creates an inventory, compiling all IT that is detected within the network, continuing to manage all existing and newly discovered IT once the initial inventory process commences.

When your IT team, system admin or other users within your organization need a detailed report on IT devices, the cloud-based software will automatically produce a comprehensive report on all discovered IT components and other connected devices. This will not only help administrators monitor performance, but also support teams and agents when trying to troubleshoot and resolve submitted user tickets.

Spiceworks Help Desk Benefits

Spiceworks Help Desk is created by IT experts for the benefit of IT professionals and personnel. It offers quite a few advantages to businesses and organizations such as its free platform, its large online community of IT experts, its unlimited ticketing and admin users, as well as its mobile support capabilities.

Completely free help desk and ticketing platform

This is perhaps the biggest advantage that Spiceworks offers its users. It’s completely free. The cloud-based platform provides a channel where users can easily conduct queries and submit their concerns and issues to other IT professionals without having to worry about cost or hidden charges. This is largely due to the fact that the help desk system itself doesn’t require payment from users for the services it’s providing.

Spiceworks cultivates a huge community of IT experts and professionals helping each other to resolve all kinds of IT-related issues. Offering the service for free only attracts more members joining the community. Spiceworks makes its money through ad revenue, as IT vendors (who may also be members of the community) utilize the platform to advertise their IT products and services to gain exposure and awareness.

Unlimited tickets and administrators

Aside from being completely free, Spiceworks help desk system also allows an unlimited number of service tickets that can be issued and processed by each user. This means businesses will not have to worry about creating or issuing as many customer support tickets as the need arises. The help desk platform also allows users to keep the resolved tickets for future reference, especially when a similar problem or topic resurfaces.

Moreover, Spiceworks help desk also offers no restrictions on the number of administrators or personnel that can use the software. So, you will be getting a free help desk and ticketing management system with no ticket and admin limit. This should be greatly beneficial to small businesses and startups with limited resources for customer support services.

Mobile support capabilities

Spiceworks’ cloud help desk can work seamlessly even outside the premises of your system or network environment. This is because Spiceworks help desk is also available as a mobile app for both Android and iOS devices. With mobile support, your support agents and IT team should be able to process and resolve service tickets efficiently regardless of their current location or time zone. The mobile app also allows you to view, organize and prioritize active tickets, assign the appropriate personnel or team for each one and add the time spent on them.

Spiceworks Help Desk Pricing

As stated many times in this review, Spiceworks help desk software is available for free; no costs or hidden fees. With this help desk and ticket management platform, you get unlimited tickets, devices, agents, users and technicians. You also get premium support for free as well as access to a huge community of IT experts and professionals.

Conclusion

Spiceworks Help Desk is powered by a SWZD (Spiceworks Ziff Davis) ticketing system that is equipped with a modern tech stack, making the cloud help desk and ticket management platform easy to use and implement in any business and IT environment. It packs quite a number of useful features and tools that will benefit any business, regardless of its size or industry. The software is free, so there’s no reason for you not to give it a try.