En savoir plus sur Spiceworks Cloud Help Desk

Spiceworks est une solution gratuite de service d'assistance et de monitoring réseau basée sur le cloud conçue spécifiquement pour les administrateurs système et les professionnels de l'informatique. La solution aide à gérer les cas d'assistance créés par les clients, à fournir un support client via plusieurs canaux et à suivre les performances des agents, entre autres. Les agents d'assistance peuvent surveiller de près chaque incident informatique et suivre les changements soudains se produisant sur le réseau. Le portail en libre-service permet aux utilisateurs de soumettre des cas d'assistance, de suivre leur progression et de consulter les ressources informatives de la base de connaissances. Avec Spiceworks, les entreprises peuvent également créer une base de connaissances centralisée à partir de laquelle les utilisateurs peuvent obtenir des informations sur des demandes périodiques ou régulières. Spiceworks propose également un tableau de bord de gestion d'équipe pour aider la direction à afficher et à suivre les indicateurs de performance clés. Spiceworks propose également une version sur site pour les entreprises qui souhaitent configurer et gérer localement leurs opérations de centre d'assistance interne. Les professionnels de l'informatique peuvent également gérer les cas d'assistance sur leurs smartphones Android et iOS à l'aide de l'application mobile Spiceworks. Les professionnels peuvent également se connecter à la communauté mondiale de Spiceworks pour partager des astuces et meilleures pratiques avec les professionnels du monde entier.
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Spiceworks Cloud Help Desk - Prix

Spiceworks Cloud Help Desk est disponible en version gratuite et propose un essai gratuit.

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Spiceworks Cloud Help Desk - Avis

Note globale

4,4
Donnez votre avis !

Évaluation des fonctionnalités

Rapport qualité-prix
4,6
Fonctionnalités
4,2
Simplicité
4,3
Support client
4,2
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Tous les avis sur Spiceworks Cloud Help Desk

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566 avis
Frederic
Frederic
  • Secteur d'activité : Enseignement primaire et secondaire
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
4
Support client
0

5,0
Publié le 07/02/2024

La gestion de parc Info facile

Avantages

Le déploiement sur le parc informatique est facile, le retour d'info sur la gestion du parc est très pratique et intelligent.

Inconvénients

Aucun inconvénient n'a été insurmontable.

Laurent
Laurent
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
4
Simplicité
4
Support client
4

5,0
Publié le 14/10/2023

Logiciel d'informatique

Avantages

Un top produit pour les professionnels de l'informatique et très simple pour gérer un meilleur service d'assistance informatique interne. J'adore ses fonctionnalités et sa facilité d'utilisation.

Inconvénients

Dommage c'est indisponible pour certains pays mais j'apprécie ce qu'il propose et je le recommande.

Shayla
Shayla
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
5

4,0
Publié le 17/03/2023

It works well for a small business support desk

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.

Jessica
  • Secteur d'activité : Design graphique
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
5

5,0
Publié le 24/11/2024

Spiceworks Cloud for Excellence Customer Assistance

Spiceworks Cloud makes communication very reliable and customers are always happy.

Avantages

Spiceworks Cloud has a live chat that makes customers raise their issues.

Inconvénients

Spiceworks Cloud is detailed and has a friendly feature.

Justin
Justin
  • Secteur d'activité : Conseil en gestion
  • Taille de l'entreprise : Auto-entrepreneur
  • Logiciel utilisé tous les mois pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
3
Simplicité
5
Support client
4

4,0
Publié le 10/01/2025

A solid, free helpdesk

Overall experience is good. Cloud Help Desk has mostly been used for a small MSP operation.

Avantages

Spiceworks Cloud Helpdesk is a solid free offering for tickets, contracts, and managing assets. It is easy to use and has a solid UI for navigation.

Inconvénients

Spiceworks cloud helpdesk doesn't have any single sign on option with modern identity providers. Active Directory is supported but only by of an additional web server in an on-premise environment.

Jack
  • Secteur d'activité : Enseignement primaire et secondaire
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
1
Simplicité
2
Support client
0

2,0
Publié le 24/10/2024

Other solutions are better

I started using it when I first joined my current company as this was what they had been using at the time. I hated it so much I proposed other solutions that I had used in the past. We ended up going to Freshdesk and now the rest of the team understands why I wanted us to move.

Avantages

It did the very basics and it was free and relatively easy to use.

Inconvénients

It was very clunky, glitched frequently. The UI was extremely ugly.

James
  • Secteur d'activité : Musique
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
5

4,0
Publié le 07/11/2024

Steve Rob Music - Spiceworks Cloud Help Desk Review

Overall, Spiceworks has allowed us to customize the branding within the dashboard, which has made the tool more user-friendly for both our employees and IT department. We also appreciate that Spiceworks includes an inventory system and a built-in knowledge base, where employees can easily find solutions or troubleshooting steps for common issues like network errors or password problems.

Avantages

Since transitioning from Zendesk last year, we've been using the Spiceworks Help Desk, and it's been a great asset in helping us accomplish tasks more efficiently. The simple dashboard layout makes it much easier for our IT department to manage tickets. Plus, assigning or creating tickets is as easy as clicking on one, streamlining the entire process.

Inconvénients

With Zendesk, we had the ability to customize our ticket number sequence, starting at 60000 instead of the typical #1 or #2. This made it easier for both our employees and IT department to track and manage tickets efficiently. Unfortunately, we found that Spiceworks doesn't offer the same flexibility.

Luis Miguel
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
3
Simplicité
4
Support client
4

4,0
Publié le 28/06/2023

This is the one solution to start with Servicedesk solutions

This is a great solution, it was our first service desk platform that give us excellent results.

Avantages

Spiceworks is a high valuable solution with multiple levels, very easy to deploy, it could be setup as a level entry service desk solution but includes great features that you have on hand starting even with the free version.

Inconvénients

As Spiceworks have several modules some of them remains with an effective use and could be great to have a configuration menu that disable that tabs not configured on the setup

Sara
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
0

4,0
Publié le 31/05/2024

A good ticketing system!

Spiceworks Cloud Help Desk is a really good choice if you need to manage tickets and need an efficient system. The interface is intuitive and you learn fast how to use. You can customize the alerts and other features to better fit your organization needs. You can also use the interface via mobile/tablet and interact without problems (I mean "it fits well"). Thumbs up!

Avantages

Among the ticketing system for helpdesk purpouses, I think spiceworks is one of the best. The interface is quite simple and you will learn fast how to use and manage the tickets. Obviously there are many other features (for example managing users, creating reports), but I always use it as ticketing systems. Customers may send an email or log to interface with their accounts and open or update a ticket. You will reply to them via web interface and of course you can (and they can) attach files and images, in a fast and easy way.
You can assign to others / deassing the tickets in case of need.

Inconvénients

I preferred the on premise version but it is not available anymore

Fabruzio
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 15/05/2024

Manage your tickets with Spicework Cloud Help Desk

I use Spiceworks Cloud Help desk via computer but also via mobile phone, and i am able to have a look and interact with ticket even if I am not at the office, I think it's a very important feature having a well done website.

Avantages

Spiceworks Cloud Help Desk is crucial, speaking about ticket management.
Customers can open and update their tickets via email or via web interface in a fast and easy way.
The dashboard allows to view and manage - of course - the tickets, assign them, update and attach files, add comments (that won't be visible to customers), you can also view statistics and make reports. And if you are an administrator you can add new user and set their permissions.
The interface is clean and you immediately know how it works (so, even a newbie can be operational really soon). Highly recommended.

Inconvénients

There is not an on premise version (they stop supporting it some years ago)

Guilherme
  • Secteur d'activité : Informatique et sécurité réseau
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 06/10/2023

Best Service Desk tool for the price

Great tool so far to monitor and respond to our IT incidents

Avantages

Great tool and easy to use ticketing system, easy ticket creation, assignments and monitoring. It allows you to create custom reports which can be used for analysis and tracking as well.

Inconvénients

No complains so far about the tool, I would like to get more time to explore and implement more features in our company.

Bryan
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

4,0
Publié le 07/09/2024

Spiceworks for the Win

Great product, easy to use. Straight forward

Avantages

It gave a good base level ticketing and inventory control

Inconvénients

It was difficult to manage the e amount of endpoints we had

Mitchell
  • Secteur d'activité : Vente en gros
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 20/11/2023

Spiceworks Help Desk is a great tool

Overall Spiceworks Help Desk is a great tool to get your company Help Desk up and running with little effort. Highly recommend it.

Avantages

Spiceworks Help Desk is a great tool. It is free, easy to setup, easy to configure, easy to use, It creates a ticket number if setup to do so with an auto reply. Inviting team members is simple and all the history is logged. Very Nice!!!

Inconvénients

Spiceworks Help Desk is a great tool. However the Knowledge Base usually comes up with zero search results.

Sandeep
Sandeep
  • Secteur d'activité : Immobilier commercial
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
1

5,0
Publié le 25/04/2023

Ticketing Tool

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.

Rachel
  • Secteur d'activité : Cabinets médicaux
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
3
Support client
3

4,0
Publié le 12/04/2023

Ticketing System for Medical Practice

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.

Aman
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
4

5,0
Publié le 04/06/2023

Decent tool

Avantages

Decent tool, good for small and mid sized company. No they have the cloud version instead of having the local install on the server.

Inconvénients

Would prefer a simple dashboard. Personally it has a lot of information to digest.

ugwu
ugwu
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
4
Support client
3

4,0
Publié le 24/12/2022

Mainstream spicework review

It make network infrastructure and cloud base management effective as an end user.

Avantages

It's extensible and easy monitoring for use

Inconvénients

It's will be eventually replaced by new cloud developers, because it development phase is slowly shelving momentum.

Zyren Christian
Zyren Christian
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

5,0
Publié le 16/05/2021

Spiceworks makes it spice!!!

Avantages

For us IT helpdesk/Specialist, this product works like a magic. We can easy monitor and keep track of our ticketing management, we can also check the reports very well and it was so organized.

Inconvénients

Only when I was accessing it with my phone on web, the product seems not be responsive on mobile phone(browser access). Nevertheless, the app is so great and such an important tool to us

Victor
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
4

5,0
Publié le 06/06/2018

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

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.

Amber
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 30/08/2018

Very User-Friendly

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.

Dustin
Dustin
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
5

4,0
Publié le 12/02/2018

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.

Tim
Tim
  • Secteur d'activité : Immobilier
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
4
Support client
5

5,0
Publié le 24/07/2018

A System Administrators best friend

Avantages

Spiceworks is a totally free piece of software if you choose to self-host. Getting things up and running is pretty easy, and it doesn't involve a huge amount of upkeep to keep the inventory data up to date. It also comes with access to the Spiceworks online community. This is a gathering place for a large array of computer savvy folks who help each other out with questions, answers, and access to pieces of software that make life easier. I have reached out to the community many times, and gotten some great feedback on issues I have had, and suggestions on hardware and software purchases. I also like the ability to build my own help desk portal where end users can submit tickets for easier tracking and resolution.

Inconvénients

I have had some issues with the self-hosted software crashing from time to time. I have not been able to figure out why it needs a random reboot to keep it happy, but it only happens every couple of months, so it really isn't a huge issue to me.

Armando
Armando
  • Secteur d'activité : Réseaux informatiques
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 29/09/2021

Complete suite of administrative tools for your Network

Thanks to Spiceworks I was able to control each asset and foresee any problem, be it licensing or errors. The continuous monitoring of my services gives you peace of mind

Avantages

With spiceworks CM version I was able to register all the devices on my network, monitor their performance and record all my assets. My users can open tickets oriented to our services.

Inconvénients

It can be a bit lengthy to configure all the tools since it has a high number of variables. Ads hide good design. The translation is not entirely good.

Utilisateur vérifié
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

4,0
Publié le 05/04/2018

Excellent product, free and top notch support

Avantages

Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins.

Inconvénients

Though the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively.

Utilisateur vérifié
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 26/03/2020

IT HELP DESK.

I highly enjoyed using this product and now with the other clients I manage with large office staffs we are also moving to this system.

Avantages

I used this ticket system when I was apart of a IT team that setup a new casino network, software, servers and etc. I started with this software and a IT Tech user and handling my tickets. This software helped me do my job more effectively. I handled my tickets and assets in one location. It allows you to keep track of which user gets which device and I used the assets by mac address. Which in the end saved me a lot of time and frustration. Other techs didn't use the asset the same way so tracking down your devices after deployment is a nightmare. Even from the end user traning was a lot easier to handle because how easy this software is to use.

Inconvénients

I'm not sure if this is a software issue or a setup issue. But when a user sends a email it would not auto fill in the info for the level of urgency.

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