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Hi everyone,

We’re thrilled to give you a sneak peek at what’s coming soon to Cloud Help Desk (CHD) for both our Core and Premium tiers.

Thanks to your feedback during our first month of Premium, we’ll be rolling out an annual subscription option. Your input continues to help us shape CHD, and we want to hear more about the features and functionality that are important to you. What would make your daily workflows easier? What features do you need most? Keep the ideas coming—your voice truly makes a difference.

Coming soon to Core:

  • MFA support via TOTP/Authenticator apps
  • Enhanced search and date range filters on the CHD dashboard
  • Use custom attributes and canned responses across views, rules, and exports.
  • Performance improvements for the mobile app

Coming soon to Premium:

  • Add tasklists to tickets via ticket rules
  • More bulk actions for easier ticket management
  • Support for custom ticket statuses

…and more in the works.

Stay tuned—we’ll continue to update this roadmap and communicate with you as new features roll out. Thanks for being part of the journey!

21 Spice ups
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Unfortunately, I won’t be leveraging these. Since SpiceWorks is moving away from the “free forever” pledge, we’re making other arrangements.

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I think this is more of your interpretation of what you want.

Spiceworks is still free, but there are limitations now, it’s free for users less than 5.

It’s akin to people saying throttling their internet isn’t unlimited - yes it is, it’s just unlimited, slower at peak times.

I’m not discounting your reason for the post, just clarifying it’s not, not free.

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Re: “What features do you need the most?”

Feature requests are here: Topics tagged spiceworks-cloud-help-desk-chd-feature-request

SSO through Azure/Entra for a cloud product is the feature that is needed the most!

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Unless they fix the blank tickets rules, it’s a no-go for me

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How many users here are less than 5 years old?

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You’ve misread, I was referencing IQ.

joke

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Hey! I resemble that remark!

also joke (or is it??? The Internet may never know…)

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“Not free in the same way” still feels like “not free” to many of us. To see Spiceworks jumping on the subscribe-for-good-features bandwagon is disappointing. I’m not going anywhere, and I feel disappointed.

This is better than “free to try” (which is often advertised as free) but not all that different, in my opinion.

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Everyone is entitled to their views and every view will be different.

I don’t use the products, haven’t since the days of Spiceworks desktop, there are other products out there, with more features, also for free, including self-hosted.

I guess the simplicity is what draws people in here, many other products, while highly configurable are not out of the box simple for most people.

I do wish there was more features for this subscription, but features and even fixes don’t come frequently. If simplicity is your thing, this works well.

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What are the free products you use that may be better?

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Not sure who you are asking.

OTRS/Znuny/Otobo or OSticket.

They all have free and paid, hosted and self-hosted options.

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Good. When this comes, we’ll switch it back on as I’m often looking at Spiceworks via the app and am unable to access my email.

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I’m actually pretty excited to see a roadmap, and some of these features look good! Can’t wait to assign tasklists to tickets using rules. I’m hoping the annual tier includes a discount over paying monthly!

  • Please let us set some categories / custom attributes as “required”, as in they must be filled out before you can close the ticket. This is our biggest problem right now. We require our techs to fill out categories and attributes and they get missed a lot which causes our Power BI reports to look bad and I have to constantly get our techs to go back to their closed tickets to set the custom attributes.

  • I want to be able to hover over someones name and get a tooltip that shows their email address. We have clients from multiple companies submit tickets and the ticket body just shows their name. Being able to see their email address helps us narrow down which company they work for.

  • Create email rules that apply to senders domain so that I can set a category or custom attribute based on what email domain the ticket comes from. An example would be that I could set the custom attribute ‘Client’ to “Company A” for all tickets that are submitted from *@companyA.com email addresses.

  • Let us add internal notes to tickets via ticket rules. Either give us a text box on the rule to enter an internal note, or let us create internal notes that we can assign using ticket rules. This feature is basically the same as adding canned responses to tickets via rules, but these would only be visible to techs/admins. This would be great to remind techs of certain information when certain types of tickets come in.

  • Now that you’re bringing true MFA which should help secure accounts much better, please consider a checkbox that says ‘keep me signed in for 30 days’ (or more) instead of the default 1 week.

  • You can already customize which columns appear, but we should be able to customize them for each Ticket View. Some ticket views I created require many columns, others only require a couple. With the way it works now, I need to have all columns always visible if I want to see them across my different ticket views. It becomes too cluttered. Especially if I have the same custom attribute like ‘Telephone number’ across multiple organizations, it means I have to show multiple ‘Telephone number’ columns at once because I have one Ticket view for 1 org, and another ticket view for another org.

  • A checkbox on a ticket that says something like “Auto-close ticket if no activity after 5 days”.

  • Email template should show CC’d users on the ticket. Either in the CC area of the email, or somewhere on the template. What often happens is end users can’t see that someone is already CC’d and they keep trying to CC them, or end up forwarding ticket emails to them.

  • CC’d users should also show up on tickets in the User Portal, which they currently don’t. Also when a CC’d user logs into their User Portal, they should be able to view tickets they are CC’d on.

  • Consistant Dark Mode across all of the Help Desk, not just the Tickets tab.

  • A way to set business hours, so that after hours tickets receive a different email template. That way I can set a template for business hours and after hours.

  • The ability to set certain tasklists as required, so that if they’re added to a ticket, all items must be checked off before you can close the ticket.

  • Entra ID / Azure ID SSO for the User Portal. Having it for admin/tech accounts too would be pretty cool.

  • Bring more widgets to the dashboard. Let us customize the page so we can add/remove widgets and reorganize them. Custom widgets or letting us configure individual widgets would be cool.

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For me, the Core option is practically unusable with all the ads bloating the screen. And I really would like to see much more features in the Premium tier.

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@Knopper are there specific features you would like to see in the Premium Plan?

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Hi Lois,
I don’t know if this is a feature request but when I had the on-premise version we had email options, when we moved to Cloud Help Desk we wanted to continue with our same email address used by our end users but it’s a Google Group not email account so we set it to forward to our .on.spiceworks.com email account. This works fine for our end users using our domain email accounts. Recently some end users with certain domain email accounts (not our domain) have their tickets using the email account they send to as the creator of the ticket instead of the end user. I’m thinking some security setting either in Outlook or Google Workspace is not allowing it to forward as the original user but have not been able to resolve it. Any changes to email functions on the horizon that may help control this behavior?
Thanks,
Anne

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I would like to get a notification from the browser when staff reply to the tickets. The on-prem helpdesk used to show a dot beside the ticket when there was a reply to the ticket. That was helpful. Now I need to check my inbox in Outlook to see if someone replied to tickets.
How are others getting notifications?
or
when you have 20 tickets, how do you know you got replies for 7 tickets?
Please let me know.
Thanks in advance.

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Thanks - I was asking you, but didn’t specify, sorry. We used osTicket substantially, but we were not very impressed and abandoned it. Do you use or find any of the other three you mentioned as solid contenders, as I’m unfamiliar with them? The biggest drawback for Spiceworks is the lack of good reporting based on custom attributes. Also, no great way to view tickets based on category or the standard ITIL categories (Incident, service request, problem, change request).

Great to see that Spiceworks has a roadmap that we can hopefully drive on soon!

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@underdogmiller

I use ZNuny mostly, they are all of the same core product, just forks of the original OTRS.

I have used all of them, and OSTicket, but none in a very detailed way, just the basics with some options like queues or SLAs.

At the bottom of the page, there are some demo accounts, maybe have a look that way.

All 3 products layout is similar.

As OPNsense is to Pfsense or Owncloud is to nextcloud, ZNuny and OTOBO are to OTRS.

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