Spiceworks
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Product Details
- Website
- https://www.spiceworks.com
- Overview
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Spiceworks Cloud Help Desk is a hosted ticketing service for internal support teams. Employees submit requests through supported email or portal workflows, and technicians organize, assign, prioritize, communicate, and track work through resolution.
The current cloud product includes ticket views, automation, reporting, a user portal, and knowledge resources, with paid options now also advertised. The older self-hosted Spiceworks Desktop Help Desk reached end of life, so districts must be checked to determine whether their relationship represents the current cloud service or an obsolete installation.
- Features
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Ticket intake and routing
- Converts requests from supported email, portal, form, or staff channels into trackable tickets.
- Uses categories, priorities, assignments, queues, notifications, and escalation rules to direct work.
Resolution and self-service- Keeps request details, communication, attachments, status, and resolution history in one record.
- Provides knowledge-base or self-service capabilities where configured to reduce repeat requests.
Management and reporting- Tracks workload, response time, service levels, recurring issues, and technician activity.
- Supports dashboards, reports, roles, and audit history for operational oversight.
- Support Options
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- Web
- Company News
Drive-by IT support requests driving you nuts? Lost in a “ticket tracking” nightmare? Keep on top of IT and make it easy for your users to track their IT needs. Go beyond ticketing: understand (and change!) team behavior... and capture your value to the business.
Drive-by IT support requests driving you nuts? Lost in a “ticket tracking” nightmare? Keep on top of IT and make it easy for your users to track their IT needs. Go beyond ticketing: understand (and change!) team behavior... and capture your value to the business.
Videos
