Spiceworks Cloud Help Desk
Über Spiceworks Cloud Help Desk
Spiceworks Cloud Help Desk Preis
Spiceworks Cloud Help Desk bietet eine Gratisversion und eine kostenlose Testversion.
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- Branche: Bankwesen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Ever looking for an IT Asset Management App to use ..... Spiceworks has it all
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.
Vorteile
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.
Nachteile
I haven't find any fault using the app, so there is non for me to write
- Branche: Computer-Vernetzung
- Unternehmensgröße: Selbstständig
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
SpiceWorks Cloud IT helpdesk for free!
Spiceworks IT Helpdesk Cloud version does everything I want from a cloud based Ticketing system so even though its lacking some features which I hope will get added soon as ive mentioned earlier it does do everything you would expect from a basic IT Support helpdesk ticketing system. So if your looking for a free IT helpdesk solution I would really try out Spiceworks offering and also take a look at there cloud hosted version which I use myself.
Vorteile
Spiceworks ive used the community for years now so when I found there IT Helpdesk I started to use it but I then stopped for a while until there cloud IT Helpdesk came out which for me works best as I dont need to worry about hosting anywhere. So now I have a great IT helpdesk for my clients to log tickets with all for free!
Nachteile
The only Con to Spiceworks IT Helpdesk was that I was initially released as a windows installer which didnt really work for my business as I dont have my own servers, it wasnt until the Cloud IT helpdesk version came out that I then started to use Spiceworks IT helpdesk again as my client IT helpdesk solution. Its also lacking some features you would see in premium solutions but it does the basics and works for my IT Consultancy business.
- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Spiceworks for the Win
Great product, easy to use. Straight forward
Vorteile
It gave a good base level ticketing and inventory control
Nachteile
It was difficult to manage the e amount of endpoints we had
- Branche: Grundschul- & Sekundarbildung
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
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.
Vorteile
It did the very basics and it was free and relatively easy to use.
Nachteile
It was very clunky, glitched frequently. The UI was extremely ugly.
- Branche: Non-Profit-Organisation Management
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Help Desk Where You Want It
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.
Vorteile
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.
Nachteile
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.
Gründe für den Wechsel zu Spiceworks Cloud Help Desk
First it was/is free. This proved great for our tight budget. We added Manage Engine and the integration proved invaluable. With the two combined, we now have analytics and desktop management and patching.- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Best ticketing system
This tool has been great for us. It’s very user friendly which was better then other ticketing systems we looked at. It’s been very beneficial to be able to keep track of our tickets. One huge benefit is the use of the mobile tool to be able to access and our modify the ticket when our users are on call
Vorteile
Great tool for ticketing system. Being a small company we used excel to track calls and troubleshooting with customers and we needed a better solution to keep track of all the calls and tickets created. It’s been great that we can access this in office and on our mobile device to refer to past notes in a ticket when we are on call. One benefit that we love is adding and modifying fields in the ticketing system to keep track of certain information of the customer
Nachteile
Having gone from tracking our own calls manually this has been a huge benefit and we haven’t noticed any downsides to using this.
- Branche: Internet
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
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.
Vorteile
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.
Nachteile
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.
- Branche: Schiffbau
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Spiceworks - Ticket management
It is actually hosted by Spiceworks, so nothing local. Setup was very simple. It is used everyday. I can create tickets, there is a page for users to create tickets and they can be created via email. Once a ticket is created, you are notified by email. Very useful and simple.
Vorteile
It is free. It works better than some of the others that I have tried. It is completely configurable for whatever category you need. Always works. Perfect for a simple ticketing system.
Nachteile
Since it is free, there are ads that show on website. Not really an issue. Not as granular as some of the others.
Gründe für den Wechsel zu Spiceworks Cloud Help Desk
It was free. I tried it and felt that it checked all of the boxes for us.- Branche: Essen & Trinken
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Ideal free helpdesk for small to medium businesses
Overall I have been very happy with Spiceworks, especially the community of users.
Vorteile
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.
Nachteile
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.
- Branche: Bildungsmanagement
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Spiceworks Help Desk
Spiceworks has been very good for us as a Help Desk software. My admins and users had an easy time in implementing this software
Vorteile
Of course the cost since it is Free. Easy to deploy and users to understand
Nachteile
Does not have all the features and reports that others have, but that is offset by the price
- Branche: Telekommunikation
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Spiceworks - You Get What You Pay For
We were not happy with the outcome as it was more limited in it's reporting capabilities and it's ability to properly track metrics. We made it work but eventually had to replace it in our organization due to the limitations previously mentioned.
Vorteile
It was a low cost option that provided most of the features and functionality we were looking for in a Help Desk system.
Nachteile
The reporting features were minimal and the ability to create usable ticket flows was limited.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu Spiceworks Cloud Help Desk
Cost and ease of implementation (or so we thought).- Branche: Verbraucherdienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
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.
Vorteile
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.
Nachteile
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.
- Branche: Bau
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
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.
Vorteile
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.
Nachteile
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.
- Branche: Transport/Güterfrachtverkehr/Schienenverkehr
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Best bang for Buck IT Ticket System for infrastructure support
Spiceworks filled the void where we relied on email for managing internal IT support cases, it's was a significant improvement for issue tracking and managing workloads. It's completely free you just need the hardware to host / run their solution. For anyone who is using email or teams channels to manage internal support cases just stop and switch to spiceworks. The issues with spiceworks is it's very limited on functionality, there's no round [sensitive content hidden] assignments, holidays rotas and multiple dashboards for split teams. It's a very basic ticket system ideal for small teams but don't let that put you off as it's trivial to install & configure and best of all it's completely free.
Vorteile
It's very easy to install & configure, their documentation on initial setup is straight forward and overall it's easy to use. It's a very basic ticket solution however it's completely free, if you're without a ticket system and just need something to get you away from emails then you'd be daft not to try it.
Nachteile
The lack of advanced functionality you find in paid rival solutions, round [sensitive content hidden], holiday rota, multiple teams and advanced reporting / dashboards are none existent.
- Branche: Computer-Software
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Quelle der Bewertung
Essential to my daily function
Vorteile
This is a free product, which in itself is impressive when you consider what you are being offered. In addition to a customizable ticketing system, you are given an inventory system, and a newly added network monitoring function which so far has been nothing short of impressive (Until now I have been using PRTG Monitor, which in itself is a wonderful tool, but not free.) The initial setup is very easy, and and Spiceworks as a service has very low hardware requirements, meaning you can run it on an older laptop fairly well.
The reporting function is a massive lifesaver, as it can help you generate a flexible list of everything from tickets (very flexible in what you want displayed, and how you want it sorted,) to your IT inventory (sorted by office location, purchase date, etc.) The ability to send these reports to our company's upper management to show hours spent on particular projects per month, or what assets need to be replaced due to original purchase date, is a very big plus.
The community portal itself is full of helpful people who are always willing to share their knowledge. On multiple occasions where I had to find a solution to a technical problem, I found people who were quickly able to pull more details from each instance, and provide a brief list of solutions in a fairly short amount of time. When you are backed against a wall, this can be a massive lifesaver.
Nachteile
Plugin compatibility. Some older plugins may no longer work well with newer version of the software, as well as some of the newest plugins requiring the latest update, but these are just minor nitpicks.
- Branche: Kunststoffe
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Excellent Help Desk, Easy To Implement
We needed a help desk that was not only to record computer problems, but we also wanted to help us have greater visibility of the IT environment, computers that fail more, more common failures in the equipment and take advantage of that information to improve.
Is very easy to implement, has integration with active directory and the visibility it gives you of the IT environment. The web site has a very complete guide for its installation and deployment.
The tool goes beyond a simple help desk as you can have there Your inventory of equipment (hardware and software) and for example uninstall applications from the help desk.
Vorteile
It is a very complete help desk allows you to have a great visibility of what is happening with the statistics of category breakdown, work by engineer, attention time, etc.. In addition you can create an internal knowledge base, allows you to have your inventory of equipment, reports, purchase records associated with a ticket, etc.. It is very easy to use for the end user because he only has to send a mail to a specific email address and his ticket is registered in the system. It is very stable and reliable.
Nachteile
It takes time to adjust it to your needs, but it has a great forum where everyone helps you.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Perfect starter IT Help Desk software with additional tools for Small Business sysadmins
Our small 3-person IT team needed a basic and easy-to-use helpdesk software for our technicians and end-users. Spiceworks was easy to install and meets all of our requirements, with a little bit of feature bloat (but it's free!). While I am sure we could pay money for a more customizable, modular, ad-free system, its simplicity and reliability is incredibly valuable in our IT department.
Vorteile
-Offers basic helpdesk features - email to ticket, email notifications, simple reports/metrics - and a simple interface for L1+ technicians. No training is required
-Knowledge Base is a great place for documentation, and to refer users for duplicate tickets
-No frills, easy to setup, requires virtually no maintenance when hosted on a Windows server (we do not use the cloud version)
Nachteile
-Inventory and Network Monitor just seem to add bloat for the minimal usefulness that they are - we can do a better job with other free tools like The Dude
-Paying to remove ads still won't reclaim any screen space that they take up, just a replacement with your own graphic - I don't believe this is worth it
- Branche: Bildungsmanagement
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Spiceworks IT Help Desk - So Good, Missing So Little
The IT Help Desk really was good, and too this day I wish we were still using it.
Unfortunately, the lack of administrator reports with the little fluff, buried the project. We are now using another solution that follows a work order logic, and we've lost all our good internal processes. We miss you spiceworks.
Vorteile
We used Spiceworks for over a year. We lived and breathed in the Help Desk environment. It was great. We had memes on the office, making sure everyone put in our tickets, and tracked everything we possibly could. When techs were in the field, a quick app click, and recording our voices to tickets. It was just awesome.
Nachteile
Then administration wanted to try getting logs / reports from the system. Spiceworks was excellent for IT, but junk for a non-IT administrator wanting oversight. The reports were too techy, too details, no summary. EG: Bar Graphs, Pie Charts, and fluff. Spiceworks was all business, which was the problem, I needed to show a little fluff.
The advertisements also made it a little, meh, for when other users were posting tickets. Lets face it, they weren't the kind who were looking for datacenter solutions (typical ads we saw).
- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Best for IT
Spiceworks IT makes it easy for my team and I to manage difficult IT tickets as well as track our own internal projects. The in-app emailing notification system helps keep clients up to date on ticket progress, so that we don't have to update tickets and email clients separately.
Vorteile
Spiceworks IT Help Desk is great to help manage ticket times and IT tasks. I like that it is made specifically for IT tickets or level 2 software support scenarios, it's definitely more for IT than for software development or software feature tracking. The modules are a little easier to look at than Fogbugz. The admin portal is also easy to use and manage teammates and team workloads - managing inbound tickets and creating brand new tickets (as a manager) to send out tasks is easy.
Nachteile
For me it took a while to ramp up and get trained on Spiceworks IT - it was a little bit less intuitive than Fogbugz and JIRA, but, once you learn how it works, it's much better. If anything goes wrong customer support is pretty good. For software development projects where repositories are being merged/ features are being tracked ect it isn't the best fit.
- Branche: Einzel- & Familiendienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
IT Support at its finest!
Vorteile
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.
Nachteile
The only thing we have identified that Spiceworks doesn't do is patch management but word is they are working on that.
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Excellent product, free and top notch support
Vorteile
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.
Nachteile
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.
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Quelle der Bewertung
Probably easiest to use HelpDesk, but lacks some features
This is definitely one of the easiest to use HelpDesk/Ticketing software. Having WEB and Android APP client. It is actually HYBRID app, where you install part of it on-premise on your server, and another part is running on SpiceWorks cloud.
PROS:
Customer simply sends request via e-mail, SpiceWorks HelpDesk responds and creates ticket in system. Any technician responds directly into text box and when clicking SAVE ticket is automatically ACCEPTED and ASSIGNED to this technician. No annoying gozillion of buttons, boxes, dropdowns... YES, you can add extended properties, categories, assets, purchases...but that's all hidden under tabs and is not required for quick and simple operation.
Interface is quite clear, not bloated with too many options and every beginner can use it in seconds.
CONS:
The REPORTING feature is very simple to use, you can generate reports easily, customize what to display...but is also VERY LIMITED. You can generate report ONLY in table format. Even SQL-based reports accept only 1 single SQL query, which is displayed in 2-dimensional table.
There is absolutely NO options for custom designed reports, there's no option to change title, subtitle or add custom text with placeholders on report. There is NO option to do any MATH operations, like display a sum of spent time, calculate average response time, count number of support tickets and so on.
Reporting is just simple displaying tickets in plain table, filtered by some criteria, like by date, by category etc. Nothing else.
Also translations are pain. There is translation module, but some translations appear immediately, some require service restart, and some you simply cannot find, as they are packed inside app source code.
Finally, the MOST ANNOYING feature is that your users are NOT YOURS. Instead, all users become SpiceWorks users and by default they are set to receive Spiceworks announcements and mails from SpiceWorks partners.
That's becasue SpiceWorks app is hybrid - a part you can install on-premise on your server, while another part runs on SpiceWorks portal and is integrated without a chance to disjoin.
- Branche: Gewerbeimmobilien
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
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.
Vorteile
I liked the ticketing process or features that were available when creating tickets, as well as the email alerts for each follow-up.
Nachteile
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.
- Branche: Druck
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Lots of features for a help desk ticket system
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.
Vorteile
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.
Nachteile
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.
- Branche: Medizinische Praxis
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great Helpdesk Solution
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.
Vorteile
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.
Nachteile
Linking tickets to other tickets (sub-tickets) can make for a somewhat confusing ticket tree. Could be more intuitive.
- Branche: Musik
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
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.
Vorteile
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.
Nachteile
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.
- Branche: Architektur & Planung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Spiceworks: Una solución todo en uno para la gestión de tecnología empresarial
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.
Vorteile
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.
Nachteile
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.
- Branche: Grundschul- & Sekundarbildung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Spiceworks Helpdesk Cloud - Small Enterprise
We have been able to improve our response time to user issues by appropriately configuring ticket categories, assignment rules. The number of walk-ups to the help desk has been cut by more than 50%, which has permitted our IT support staff to be able to manage their time more efficiently. Our TTR has improved, as well as the level of customer satisfaction within our organization
Vorteile
This application is extremely easy to set up and configure. It can be configured as an on-premise application or in the cloud. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. There are standard data entry fields included and the administrator can add additional fields as needed. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. Data entry fields can be made mandatory if desired.
When a ticket is created by a user, the ticket is entered into the system with all of the information provided by the user and the user receives a confirmation email. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. Any replies to that email are automatically added to the ticket with date and time added. Tickets can be easily closed upon completion. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue.
The user portal is easily customizable with company name and other options. Users can even attach a screenshot or other file to the ticket to provide useful information beyond the text description of the user problem.
Best of all, it can be used for free.
Nachteile
Since this is a free IT Help Desk application, it is not nearly as full featured as some other IT Help Desk applications. Reporting is not as robust as some other applications. However, you can easily download information in .csv format and create your own reports if needed.
- Branche: Großhandel
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
SpiceWorks does the job, for free-ninety-nine.
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.
Vorteile
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.
Nachteile
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.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Awesome IT Help Desk software, horrible inventory system.
Vorteile
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.
Nachteile
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.
- Branche: Versicherung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Spiceworks will answer all your questions
Spiceworks suggests free solutions so, it would be stupidмн not to recommend you this amazing software. It is an easy platform and, believe me, you won’t have any problem to use it. I should also mention that it well suits to small companies but larger companies should probably search for another solution.
Vorteile
There is one feature of Spiceworks which I appreciate the most. It gives you the opportunity to check your network and find out what devices are connected to it. This means that it provides a lot of information about those devices such as their IP addresses. Another advantage of this platform is that it is completely free. If we compare the quality of work of Spiceworks with other platforms, it will become obvious that this help desk can do freely more than other expensive platforms. I think it is hard to find a person who knows everything about his profession or field of work. From time to time everyone needs to look for some help or extra information. In these cases you should at least know where you can find the required information. People engaged with information technologies already know that Spiceworks is their best solution. You can find the answers to your questions in the forums or you can type your question and get feedback.
Nachteile
The first issue I should mention is the app itself. As for the mobile app, it is heavily text-based, it would be nice to see more graphics there. In addition, I would like to see one app which shows the community and the form together.
Unfortunately, there is a lot of commercial which can be annoying but on the other hand, it is understandable: the platform is free and it depends on ads to get some income.
I wish it could be easier to work with tickets and especially the deleting function.
- Branche: Immobilien
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Bang for your Buck, especially when it is free!
I have used Spiceworks in 2 different IT Shops now and will continue to use them. I have attended SpiceWorld twice and will be attending it again this year. They bring the best IT companies together.
Vorteile
It's Free. It has a great mobile app that allows my techs to have access to the portal from anywhere. It is simple to use. It is cloud based. It comes with a free remote control tool (ZoHo) as well.
Nachteile
Advertisements. You have to expect that with anything that is free. We may upgrade to the paid version this year. Limited options in regards to the User Portal.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Spiceworks is good for small companies
It was great at the beggining but whe the company grew and the tool was not able to grow with us.
Vorteile
It's free and very useful for small companies, they don't have to spend any money to have a ticketing tool.
Nachteile
It doesn't have a knowledge base.
The asset management was fine at the begginig but with more than 200 assets it became useless. Always was down because of the database management.
In Betracht gezogene Alternativen
ManageEngine ServiceDesk PlusWarum Spiceworks Cloud Help Desk gewählt wurde
Because it was very difficult to configure and to manage.Gründe für den Wechsel zu Spiceworks Cloud Help Desk
Because of the price.- Branche: Telekommunikation
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
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.
Vorteile
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.
Nachteile
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
- Branche: Staatsverwaltung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Spiceworks IT Helpdesk offers great value for money. Most outstanding is the support.
The software provides a complete inventory even if stretched over multiple locations and networks; a complete ticketing system, knowledge base system and many other tools that are of good quality to manage day to day incidences and requests.
The inventory scan provides great detail of networked devices and peripherals e.g. serials, make, model, status, warranty and many more.
Customisable views allow you to quickly focus on the details necessary to troubleshoot issues.
Vorteile
Community forum. Personally, I consider forums a waste of time since you normally have to look for ages and still never get the answer you need. Communities are based that "someone has experienced this problem before" and is willing to share in all detail what the problem (can be awkward) and share the solution as well.
On the Spiceworks community (cheers!), we have always found answers that you usually only find on paid communities (details, scripts etc). The software (FREE!) gives you a great overview, even if you are spread over multiple locations and/or multiple networks. A complete inventory and a ticketing system that are customisable and ready to integration software and scripts. What more do you want for free?
Nachteile
This is definitely not the worst but it takes a bit of getting used how Spiceworks operates. Like other platforms there is a learning curve. Some integration with other 3rd party software might not be straight forward but then there is the awesome community.
- Branche: Hochschulbildung
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Free help desk and ticketing system with integrated AD-compatible inventory
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.
Vorteile
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.
Nachteile
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: Selbstständig
- Weitere für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great solution if you don't need advanced features, but still need to track issues
I implemented and used it in some companies of different sizes, where requests were managed by a couple of technicians, and it worked fine, solving the issue of tracking requests and defining task lists and priorities.
Vorteile
If you chose the cloud way, there's nothing you need to install: just register and you're u and running.
The ticketing solution is simple and quite basic, but definitely easy to use and simple to manage: forget advanced automation, multiple queues and automated workflows, but you can define some rules and automatically assign or categorize your requests quite easily and effectively.
You also don't need to add users, just technicians: they're added as soon as they submit a request, and that simplifies user management.
It integrates with other Spiceworks tools such as Inventory, and that's quite useful.
Nachteile
There's almost no automation (really basic), and you cannot manage different queues to route tickets to.
In Betracht gezogene Alternativen
ManageEngine ServiceDesk PlusGründe für den Wechsel zu Spiceworks Cloud Help Desk
Essentially simplicity and price: it's a good solution in case you don't need the advanced feature of a proper incident/problem/change management tool, or you don't want to face a steep learning curve.- Branche: Hochschulbildung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Excellent starting place for Ticketing System and for Full Implementations
An excellent helpdesk ticketing system that if you don't have one in place should be your first stop for getting started.
Vorteile
It offers a free service which is very usable, and an excellent place for any business to start if they current do not have a helpdesk ticket/reporting system. Centrally mange all the helpdesk jobs rather than relying on emails, which can be missed. Can be upgraded with a subscription to get even more features and remove advertisements.
Nachteile
Only initial downside people might not like is the advertising that is built into the free version, but it is totally understandable for Spiceworks to have this, and it is not intrusive. Some of the features you might want could be only available under a subscription but all worthy ticketing systems are not free. Setup could seem daunting for a novice user but there is plenty of support and guides.
In Betracht gezogene Alternativen
Freshservice- Branche: Gastgewerbe
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great HelpDesk / Inventory solution
Cost, up-to-date picture of the hardware inventory, logs, that can be used for internal audit purposes.
Vorteile
I used a free version of Spiceworks for several years. Installation of the application only takes few minutes. In just a few clicks you have a full robust system for ticketing and inventory. Another great perk is Spiceworks community, merely priceless resource where all the IT folks share their knowledge and can help you with random IT dramas. Great way to keep an eye on the hardware inventory. Getting it configured and working properly can be a challenge, but the results are well worth it. Not to mention great helpdesk ticketing functionality, that allows to put an order on how your service requests are processed on a daily basis.
Nachteile
I've only used a free version of the application. As I mentioned, one of the key reasons why I got it was for inventory purposes. Getting it work was a challenge. A lot of tweaking had to be done on the network to be able to query all of my PC and Mac workstations and servers. Nevertheless, the result was well worth it. Additionally, while the inventory is running, the system would be somewhat slow, but still managable. Great product! I highly recommend it to all IT admins out there.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Easily the best completely free helpdesk software out there
Vorteile
I like that it works well for a small to medium sized environment, I like that it has never crashed or given me a single problem in the five years I've used it as our only help desk ticketing solution, and I like that it costs absolutely nothing. It includes some other features like network monitoring, SNMP monitoring, etc., but we've never used any of those features. If you really need that type of functionality I'd recommend going with a more robust solution built for that purpose. All we needed was something to handle support request tickets and it has been great for that. If you have a very large environment you'll probably want to go with a more robust solution, but for our 100+ users this has been completely fine.
Nachteile
If I had to find something to complain about, I guess I would say that I don't care for the fact that its HTML based and is rendered in a browser window. I'm sure many people don't find this a con, I'm just personally used to working with an application installed locally and find the interface to be a little laggy compared to the snappy performance of something like Autotask. Not much to complain about in a free solution though.
- Branche: Computer-Hardware
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Simply essential to every day I.T. Life!
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.
Vorteile
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.
Nachteile
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.
- Branche: Hochschulbildung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Considering the cost, it's a VERY powerful application
Very happy we got it. It is one of the most stable, reliable things we run here. It has genuinly made things smoother and easier for my IT Department. And yes, we are running the free version (so you know it's not a "paid indorsement"). If I ever changed jobs, Spiceworks would be the FIRST thing I installed at a new place. So much bang for low to no cost and a short learning curve
Vorteile
Does a great job of managing our help desk ticketing system. Nobody likes making tickets, but with 4 techs watching the que, problems get resolved faster. We have been using the system for years. Very stable. The inventorying is reasonably robust - will let you quickly spot machines that are not up to spec for a planned upgrade.
Nachteile
The polling and reporting on down devices is weak. You find out a device is down long after it actually went down, and then for DAYS it continues to aleret you the device is down (even though you have brought it back up). If you try and close the ticket, spiceworks gleefully creates another one, even though the problem is long gone.
That said, we did not install this to be a network monitor, so any monitoring functionality is just icing on the cake.
- Branche: Bau
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Great community, basic features and many integrations
Spiceworks was great to begin with but as the company grew, the features and requirements we needed also grew so we needed to move away. For a small company, this would be a great starting point.
Vorteile
The helpdesk is the main feature of Spiceworks and works well, the community as well are very knowledgeable and welcoming which is great when you have any issues or queries, you don't need to directly contact Spiceworks Support but rather you can discuss it with the general community. The software being free is also a big positive because unless you're a big company, it's another expense which you can avoid and still get a great service desk.
Nachteile
The UI was the most disliked feature of this software, it felt very outdated and the theme customisation was very minimal as well.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great for a free helpdesk, but the community is where it shines
Vorteile
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.
Nachteile
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.
- Branche: Religiöse Einrichtungen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
So far one of the best helpdesk system I tried
So far, it very helpful, I easy can track problems and present reports base on the number of tickets. Very helpful
Vorteile
It is not that complicated to track your time and the money you could earn, I can add categories and users with a click, alerts and more
Nachteile
The mobile app needs some improvements, also no iPad size yet, currently I am using a Samsung tab S8 ultra, the ads are taking mostly of the screen.
Warum Spiceworks Cloud Help Desk gewählt wurde
The system was really old and we need something that I can check everywhere.Gründe für den Wechsel zu Spiceworks Cloud Help Desk
Cost and Maintenance- Branche: Immobilien
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
A System Administrators best friend
Vorteile
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.
Nachteile
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.
- Branche: Versorgungsunternehmen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Spiceworks - old but still very useful
Spiceworks has been a huge part of our work flow for the past 10 years. Both the community forums and the software package. I've tried a few other similar applications over the years. I've stopped using most of them but I'm still using Spiceworks.
Vorteile
I mainly use this for service tickets but it's still useful for keeping track of inventory. I really like how it tracks toner levels in printers.
Nachteile
The gui is a bit outdated and can run a bit sluggish. The lack of future support and updates is disappointing.
In Betracht gezogene Alternativen
ManageEngine ServiceDesk Plus, Lansweeper und SolarWinds Service Desk- Branche: Computer-Vernetzung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
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
Vorteile
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.
Nachteile
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.
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Everything you need to just open and close tickets
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.
Vorteile
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
Nachteile
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.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
100% free help desk and ticket resolution solution.
As I mentioned previously, a majority of our users are primarily mobile and being able to stay in touch with each other and with the client (who we can set up to receive notifications of their own when a ticket they created is edited) is essential. Further, there's no reason not to try it out because there is no financial commitment to worry about.
Vorteile
As I said above, it's FREE. For lower volume IT houses it's pretty great. We have a basic setup where emails sent to a support address automatically open a ticket. I operate almost exclusively from my phone and we've never had an issue creating, working on or closing tickets in the field or in the office.
Nachteile
Nothing more serious than the occasional hiccup when an update is released for the mobile app and features are either shuffled around or changed so much they aren't easily uncovered again. Also, if it did more to auto-populate the fields for the name of the person who submitted it, what it pertains to, which software or hardware they're looking for help with, that would be great.