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Firstly hello, it’s been a long time since my last post, but this is something that i have to get off my chest.

I can’t be the only one who thinks this.

The Helpdesk - Is god awful now, it was much better before the change.

1: You can’t resize the columns and you have to scroll to the bottom, then use the tiny scroll bar to move it along to see more, then scroll back up again.

2: tickets never updates regularly, we have had to sign out and sign back in or refresh the page, to get updated replies to tickets.

3: updating a ticket “sometimes” works, sometimes it will sit there, and not send your reply, sometimes it will, other times you will have to again refresh the page to get it working again

4: when clicking “show more” to expand a ticket, it leaves a tiny part at the bottom where the replies are, basically rendering it useless, (yes i know you can close it)

5: having the word “close” isn’t great, many times we have clicked this, assuming it closes the current view, instead you have to click a tiny X to actually close the current view, it just needs a re-word.

6: the adds take up far to much space, a slimmer add along the right hand side would be a better option and still allow advertisers to spread their warez,and give us more screen estate to work with.

7: it’s sometimes very, very, very slow responding to clicks on the site generally.

8: new tickets need more visibility, before you definitely knew you had a new ticket, now, it’s just in Bold, and can easily be missed.

that’s all i can think of right now.

I realise the old layout was looking outdated, but it worked, was quick, and responsive, and fitted the page in a way that allowed you to see more using less space. the new layout is overwhelmingly large, and seems to just take up space while managing to provide the user with less information on the screen, i really don’t like it, but yes i realise this is free and we should be grateful, for sure, but when they nuke a product that was already pretty much ok, and make it worse, something has to be said.

Anyways, i’m sure some of you will disagree, and that’s ok, it won’t change my view, and i wish you god luck with it.

Hopefully things change in time (not to much time i hope)

We are currently looking elsewhere for helpdesks at this time, but i’m just interested in peoples options.

Spiceworks Cloud Helpdesk !!!
  • Yes, i like the new layout
  • No, i don’t like the new layout
  • Bring back the old layout - it’s much nicer
0 voters
4 Spice ups
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Hi Paul,

Respect if you are just wanting to complain, but wondering if you have tried the different split layouts? I know when this view first came out and there were a lot of posts like this, that helped several people.

Suzanne

1 Spice up
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In addition to what Suzanne asked, I had a recent issue that support was able to clarify as a known bug with the browser session going stale in regards to saving comments. You can also click to pin and unpin the top description to help with some of the “show more” issues.

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We currently don’t use the split view as they don’t provide enough information on the screen at the same time, and you still end up with the same issues i have already posted.

I appreciate the tip however.

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I don’t use the cloud helpdesk, but there are better ways to raise your issues than a rant.

I am not negating your frustrations and you’re not alone.

You should first know that you get what you pay for.

You should also be mindful that all cloud services are constantly evolving, you have to accept change is inevitable, whether you like it or not, however you need to be actively engaged in the changes and revision logs or even testing to air your thoughts before they go public.

To give you a point in the direction, here are the release notes

https://community.spiceworks.com/support/help-desk-cloud-edition/release-notes

and the products roadmap

https://community.spiceworks.com/product-plans/

2 Spice ups
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Thank you for your input, and i do appreciate the time taken to reply.

I did state in my “rant” that i’m fully aware this is a free product, and fully aware you get what you pay for, that doesn’t mean as a end user we have to “put up with it” and of-course we are free to leave or complain or whatever we decide to do, as does everyone else.

All things evolve, that’s a fact of life i think we are all by now accustom too given the past few years and into the future.

I don’t recall seeing or being invited to take part in the development program for this, it just kind of changed! but would be happy to have helped it’s progress.

As a school we don’t have a lot of time to take part in these things in any case, but the option to would have been great, at least the option to that was more visible, and not a post on a forum that we hardly ever use.

Anyway i can see that i must be the only one with concerns, and fall on deaf ears. hopefully one day, someone makes it right again.

Thank you

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The community is a vast part of the product, it’s the place you will find most conversations about it - and this is true of almost all free software out there - many even states this on their download or sign-up page to join the community to stay informed. It’s typically the only option for support since non-paid products don’t allow email or telephone support (Spiceworks do by the way - email support that is, just don’t expect all of your requests to be actioned, or quickly. Their email is more for support and not requests or features). Feature requests can be found here, should you wish to post your wants. https://community.spiceworks.com/feature_request/category/21

As far as your comment.

I already posted you are not alone.

however, I am not going to dig up topics on this to verify that - you are free to do that yourself though. Many people have raised their dislike to the new views and for several months there was an option to switch back.

As an aside I know what it is like to support schools, in my job I support multiple schools for varying reasons, I know how demanding the job is, but this just highlights how important it is to have the right product, perhaps one you can specifically customize to suit your business and needs. clearly, Spiceworks is not it for you.

1 Spice up
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We have used this product for several years with very few issues. Since the changes it has become unusable and we are moving on. For those who say you get what you pay for, while you do not pay dollars, you are bombarded with ads that pay for this product. If the lack of support and ignoring its user base continues, this will eventually die.

So long, and thanks for all the fish.

It was good while it lasted.

IT Bill

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Just for general information, comments here won’t get to the developers. If you’d like to communicate with them, please do so in the release notes area, which they read:

https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes

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Spiceheads have the options to continue running their unsupported legacy edition of Spiceworks Help Desk, migrate to a supported edition of Spiceworks Cloud Help Desk (CHD), abandon help desks altogether, go into retirement, migrate to 3rd party solution, … But by selecting a public Cloud solution, they don’t have the option to return to old version of such CHD.