Spiceworks Review

The ease of using the ticketing system has formalized or project and process work.


What is most valuable?

The help desk ticketing system is of the most value to us, also the knowledge-base and network scanning is used often.

How has it helped my organization?

The ease of using the ticketing system has formalized or project and process work a great deal, because now we have an easy to use central location to store ticket related data.

What needs improvement?

I’d like to see a more formalized classification system for tickets that would allow me to analyze where (on what functions) our team is spending most of the time and resources.

For how long have I used the solution?

We have used Spiceworks for three years – transferred from SysAid.

What was my experience with deployment of the solution?

Spiceworks could improve the upgrade procedure. It regularly fails and we have to use the workaround to get a new version installed.

What do I think about the stability of the solution?

It regularly fails when we're upgrading.

What do I think about the scalability of the solution?

We've had no issues scaling it.

How are customer service and technical support?

Very good – the community is very fast to respond and is full of professionals.

Which solution did I use previously and why did I switch?

Before Spiceworks we used SysAid which was quite good also, but not worth the extra money compared to Spiceworks.

How was the initial setup?

Initial set-up is very straightforward – any semi-pro can do it in an hour or so.

What about the implementation team?

We implemented it in-house. There's no ned to use an outside contractor because the setup is very easy and you learn a great deal by doing it yourself.

What was our ROI?

ROI is very good since this is AdWare software.

What other advice do I have?

Considering this is AdWare this is a very good product with all the right tools for a medium sized IT department. I would recommend it for any IT department that has less than 20 members.


Disclosure: I am a real user, and this review is based on my own experience and opinions.

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