1

Hi there,

Does anyone out there use the HelpDesk function of SW in a commercial SME setting.

We currently have a terrible app called Track-IT, which I am looking to replace.

Therefore, I am interested in reviews of the free functionality in SW.

Thanks

Ghe

6 Spice ups
2

Yes, we have 4 offices across the U.S. and in two of the offices, there are two networks that are isolated to just those offices. We use Spiceworks on every one of our networks, even the ones with no internet access. This helps keep warranty information on our Dell workstations and let’s us know if we’ve had any repetitive problems throughout the company with software, hardware, network, etc.

3

Hi Ghe14

I have used SW helpdesk to support a 4 office estate agency and currently use it to support a primary school with 2 servers and around 100 PCs.

I only attend the school one day a week or ‘as needed’. Teachers can post tickets to the helpdesk via the portal and I get a notification via e-Mail on my Blackberry. If it’s urgent – in I go to fix it. If not it gets attended to on my next visit.

I use reports to generate a simple report of tickets closed and time spent on tickets to the Head.

GREAT stuff!

4

Yes use it too here and really like it. We are a small shop and not sure how well it would work with large shop or a large IT staff.

5

Yes SW Helpdesk has been our only helpdesk solution for 2 years now in a SMB with 62 workstations across 4 locations. I find its functionality to be excellent and have no plans to change. Its easy to set up and test, try it!

6

We use the help desk almost exclusively in Spiceworks. The Inventory and People View features are nice, but we have a big enough network that those features significantly slowed our install down.

7

We are successfully using it in a retail environment with a home office of 150 people and over 200 retail locations.

8

Yep, using it quite heavily now. Used to use a freebie called “Liberium” but its way out of date and Spiceworks desk is much better.

When a problem is logged it is automatically tagged with the PC it is logged from so you can track problem pcs and figure out what users mean by “the pc in the corner”. Ever since we pushed this the number of phone calls regarding problems has dropped dramatically, no more “have you done it yet?” or “have you got my e-mail” and all the rest. Easy to set up and easy to use.

9

yep use it right across all offices and can’t imagine life without now

10

I replaced Track-IT with SW at a 250 user company. One of the best moves I ever made.

11

We got SW originally for the helpdesk function but TBH you get so much more than that!

12

We use it here at a site with 100ish users.

Like it so much we are planning to implement it at our regional sites also.

13

Although I’ve been using SW for over 5 years, we only started to use the helpdesk a year ago, and love it.

It is easy to setup, and easy for the users to use. The reports are good as well.

I’ve not tried any of the paid applications out there, but having used SW, I don’t see the need to.

There is plenty of support on the community should you need it, and if you think it is missing any features, all you have to do is ask, and they will be considered.

14

I use the help desk more than any of the other feaures

Ben

15

We mostly use the helpdesk.

It really helps us manage any IT problems our employees come across, inside, or outside of the business.

16

I have been using SW for a couple of years now. We are still using our old access DB helpdesk on the production side though. I had my other two IT guys convinced to switch to SW. Then they saw the ad for the Dell KACE system and have bought it. Don’t know why since SW will do most of what the KACE system will do for free. The stuff that SW will not do that KACE does can already be done by other applications that we already have but they wanted everything in one box with a bow on it. :frowning:

17

Hi

We use it here, an office of just under 100 people, mostly on macs. Our current work flow is users email IT@ with a problem, the email automatically gets pulled in to the system. We don’t use the portal simply because our users are happy with how easy it is for them to ask for help. Most probably don’t think we do anything more complicated than checking our email.

The extra functions are bonuses for us.

18

Replaced Track-IT with Spiceworks - 100 users about 3 years. I haven’t looked back.

19

Replaced TrackIT too. Few hicups, but we are good.

20

We have 5 IT members supporting nearly 700 users. Only been using it for a month and it has been awsome!