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A few hours ago, I logged a call to support and to subscriptions regarding our readiness to upgrade from CORE to Cloud Premium here are the key issues we need help with:

  1. Our current plan is still set to CORE, but we would like to upgrade to Spiceworks Helpdesk Cloud Premium.
  2. When attempting to pay via credit card, the system only reflects 1 user, whereas we require the plan for 5 users to take advantage of the applicable discount.
  3. We’ve been testing the Premium version for the past two weeks, but today, we noticed that all our previous tickets and data are missing. The organisation name now shows as Test IT ORG—could this be due to the trial period ending?
  4. We would prefer to pay annually via invoice. Kindly assist in setting this up and ensure that all invoices are sent to *xxxx@xxxx.com. Is this the right channel to follow? I ask because we want to go live with the paid subscription in a few days
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Hi,

You will need to reach out to support@spiceworks.com directly to get this taken care of. It isn’t something that any of us can do on the public forum, and you’ll need to talk about some private information that shouldn’t be shared here as well.

The team at support@spiceworks.com is the dedicated team for our Cloud Help Desk (CHD) software, and they should be able to address all of your concerns.

The issue with the 1 user and the Test IT thing is probably because you are using the wrong email, but that’s just a guess… that team will be able to see for sure what is up.

Suzanne

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Please also be aware of these links, for reference.

Spiceworks Cloud Help Desk Premium launch date – What you need to know - Vendors / Spiceworks - Spiceworks Community

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Some great info above, but I do want to point out a few extra things to help you get this resolved as quickly as possible.

If you’re already emailed support@, ignore this part. But if you haven’t, I would instead email subscriptions@spiceworks.com which is the part of Support that is specifically for Premium Plan account issues. Don’t worry, if anyone emails support@ instead, it will still get to the same place, just might take a little longer.

I’d also look at this update which covers the updates on our annual subscriptions, including quotes and invoices: Spiceworks Cloud Help Desk: Annual Premium Plan now supports quotes and invoices

Last but not least, no service interruptions will occur until July 1, 2025. So please reach out to our Support Team and they should get this sorted out with you.

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Thanks, I emailed both support and subscriptions, perhaps I just need to wait a bit!

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thank you,

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thanks

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