1

Spiceworks people,

So I am in the process of setting up the spiceworks help desk and trying to mimic a lot of my current solutions (ZenDesk). I know I will get tighter integration with the on premises but the cloud seems like less headache and one less device for me to worry about. However I started the setup for the help desk first with the on premises and it seems like I can customize it a little more than the online version. Such as adding my own branding with Images, tabs, for the user portal etc. Or am I just missing this in the cloud version?

Thanks!

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2

The cloud version has less options off course but it kind of depends what you really need… Don’t know Zendesk so can’t judge on those features.;;;

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Nope, you’re exactly correct. The cloud version from Spiceworks has a lot of the options removed, like inventory and an amount of customization. You can use a hosted option, as from @danielle 's NTG group, which is a full Spiceworks installation. With the latter, you can install a lightweight local Spiceworks and run it in a collector mode to send data to the hosted location and you’ll get some nice benefits, like ticket relations and being able to add any plugins you want. Neither of those features are available with the free cloud edition.

4 Spice ups
4

Hi

I asked a similar question this week to support team. I got this reply which was very helpful.
We also used ZenDesk and have retired it, we are looking to replace it with Spiceworks and the Multi Site

See below…

Hey Craig,

Great question! I think with all the environmental questions you will need to decide if you want ot configure a Help Desk (Cloud) account and check it out for yourself. Takes literally 2 mins to create and when your done we can delete any test environment you build. When your reviewing the options consider the items listed below are the two options we have available:

  • Help Desk (Cloud):

Positive:has the ability to separate users and tickets into “organizations” that have separate submission email addresses, user portals, and easily separate reporting via CSV.

Negative: Will only manage ticket requests. Will not assist with anything other than your Help Desk ticket requests

Help Desk (Cloud) documentation page: https://community.spiceworks.com/support/help-desk-cloud-edition/docs

  • Help Desk (On Prem):

Positive: has the ability to manage help desk requests, inventory scanning, purchases / quotes, knowledge base, and it all works together to provide a combined solution.

Negative: When working on any external network you will need to setup remote sites (other networks) and remote collectors (single remote devices off network) which eventually have a limit. I suggest you review remote sites and collectors here

Help Desk (On Prem documentation page): https://community.spiceworks.com/support/help-desk

Remote Sites: https://community.spiceworks.com/help/Remote_Sites

Remote Collectors: https://community.spiceworks.com/help/Spiceworks_Agent

Here to help,

Richard Bailey

Training and Implementation Specialist

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