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Spiceworks Cloud Help Desk vs JIRA Service Management Comparison

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Overview

Category Leaders

Keep track of everything that’s happening on your network – from when a user installs a piece of software they shouldn’t...

Category Leaders

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

Free

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

17.65

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

561

5

4

3

2

1

287

214

48

11

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.5

668

5

4

3

2

1

390

220

44

11

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

This tool has been great for us. It’s very user friendly which was better then other ticketing systems we looked at.
I loved this as a startup MSP and i used it for many many years. The inventory control was an awesome add on as well as the help desk.
Spiceworks is a wonderful 'all-in-one' helpdesk solution. Providing monitoring, tickets, resource planning, wonderful community and it's all FREE.

Pros

Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.

Cons

The lack of expansion, the inability to associate it with a proper SQL server instead of their SQLite DB, which caused massive slowdowns as we got more tickets and became a larger organization.
Emails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost.
It does lack some features that you get from a paid alternative such as Autotask,, things such as integrating into an RMM system.

Cons

Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Software problems reporting for clients, in-house sorted problem manager.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features55
  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Bandwidth Monitoring
  • Barcoding/RFID
  • Baseline Manager
  • Bug/Issue Capture
  • CRM
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Connectivity Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Diagnostic Tools
  • Document Management
  • Document Storage
  • Email Alerts
  • Email Management
  • Feedback Management
  • For IT Project Management
  • For Websites
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Analysis
  • Network Monitoring
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Tracking
  • Purchasing & Receiving
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Resource Management
  • Root Cause Analysis
  • Routing
  • Rules-Based Workflow
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Time & Expense Tracking
  • Uptime Reporting
  • Web Traffic Reporting
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features114
  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Bandwidth Monitoring
  • Barcoding/RFID
  • Baseline Manager
  • Bug/Issue Capture
  • CRM
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Connectivity Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Diagnostic Tools
  • Document Management
  • Document Storage
  • Email Alerts
  • Email Management
  • Feedback Management
  • For IT Project Management
  • For Websites
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Analysis
  • Network Monitoring
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Tracking
  • Purchasing & Receiving
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Resource Management
  • Root Cause Analysis
  • Routing
  • Rules-Based Workflow
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Time & Expense Tracking
  • Uptime Reporting
  • Web Traffic Reporting
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations12
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations130
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AS
AvatarImg

Assi S.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

My Experience With Spiceworks

Reviewed 5 months ago
Pros

It is a great tool as service desk and hep desk solution It makes management of IT assets easy and also doubles up as an IT management solution

Cons

Spiceworks has always been very helpful. No pitfalls.

JS
AvatarImg

Jeff S.

Used monthly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

This is a go to service management system for small shops and anyone getting started

Reviewed 6 years ago
Pros

The community behind spiceworks has to be the best thing about it. The product itself would not be the same without the community. The help desk is great for someone starting out.

Cons

Lack of advanced service management functions. I would of thought the product would have greatly improved over time but I can't say I have seen that.

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John G.

Computer Networking, self-employed

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Great Open Source Help Desk

Reviewed 5 years ago

Easy to use from a help desk standpoint. Needs some work on reporting for management purposes.

Pros

Free and uses very little computer and network resources to function.

Cons

Cannot export reports about help desk tickets for management.

AvatarImg

Verified reviewer

Information Technology and Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks is good for small companies

Reviewed 2 years ago

It was great at the beggining but whe the company grew and the tool was not able to grow with us.

Pros

It's free and very useful for small companies, they don't have to spend any money to have a ticketing tool.

Cons

It doesn't have a knowledge base. The asset management was fine at the begginig but with more than 200 assets it became useless. Always was down because of the database management.

JG
AvatarImg

JASVIN G.

Mechanical or Industrial Engineering, 51-200 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Essential for a Manager

Reviewed 6 years ago

In conclusion, company brag on its features and claim it as world's largest IT Community. Their features such as root-cause analysis and performance control has boosted product efficiency, productivity, and better control over a company afterwards using more than a year.

Pros

Skills learning while keeping track of the progress and network monitoring with an agile help desk to resolve issues. Very useful and essential for a company to own this software. Free-Tria version is there to access the features and accessibilities.

Cons

Full Transaction Diagnostics can be added to avail fully-functional IT management software requirements.

PZ
AvatarImg

Peter Z.

Mechanical or Industrial Engineering, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Fantastic resource for our small company

Reviewed 5 years ago
Pros

Spiceworks is an inexpensive, or free (depending on needs) asset management software that can be installed on each endpoint computer and scans for hardware/software issues.

Cons

It would be great if Spiceworks had an expanded capabilities for license scanning and management.

AvatarImg
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Joseph M.

51-200 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks IT Help Desk software is the best well developed solution for efficient collaboration.

Reviewed 6 years ago

The software improved service delivery for the IT department because user support requests were captured in a real-time and assigned to officers.It became easy for the management to track how every individual is working and any pending issues were analyzed and sorted out.

Pros

It is user friendly with intuitive front end interface that offers excellent customer experience. It offers satisfaction to end users since an issue is only resolved when the person requesting for assistance confirms that the matter has been solved. It is also an affordable solution.

Cons

The software is mainly IT based and does not fit well in other fields that my require such a solutions. Although it is meant for both small and large scale businesses,it is not robust enough to efficiently serve the large scale.

AvatarImg

Verified reviewer

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks is an excellent self hosted help desk!

Reviewed 6 years ago
Pros

It's really full featured, with inventory management. Help desk features. Even some remote management features the really set it apart from other software that is similar.

Cons

However, do you really need these features in a helpdesk, and do you really need a self hosted help desk? For us, the answer ultimately was no and we went with a cloud based help desk software.

RN
AvatarImg

Robert N.

Individual & Family Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

IT Support at its finest!

Reviewed 5 years ago
Pros

Where to begin - there are so many features and services that we have come to rely on in regard to Spiceworks such as: -Remote data collection on all devices: you can see when a hard drive is out of space before it becomes a problem -Remote data collection on logs: you can see when someone had some log errors and they don't know about it and you catch a system-wide upgrade issue before it affects everyone -Software reports: see who has what installed and if it fits in the companies guidelines -Seamless integration between ticket creation and purchasing. Also, Vendor participation that allows vendors to directly communicate with the whole community and help out, without all the trouble of phone calling and long wait times.

Cons

The only thing we have identified that Spiceworks doesn't do is patch management but word is they are working on that.

AB
AvatarImg

Anup B.

Oil & Energy, 51-200 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Great Tool

Reviewed 8 years ago

Easy to use product with many features of a outright purchased helpdesk tool inventory management, helpdesk management, ticket allocation to groups , technicians, and priority , reporting capability is really good.

Pros

No pros were added to this review

Cons

No cons were added to this review

AvatarImg

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Great IT tool for Management

Reviewed 2 years ago
Pros

Great asset tool and management for the IT department

Cons

I don't have any cons about this software

JE
AvatarImg

Jeff E.

Oil & Energy, 501-1,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks… just works

Reviewed 2 years ago
Pros

Love the ability to scan my network assets in one pane of glass

Cons

Tickets are not as friendly as I felt in Service Now

JE
AvatarImg

Jason E.

Construction, 201-500 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Easy to use but would like more features

Reviewed 6 years ago
Pros

Great product for the money, free! Very easy to use and setup. Ability to run reports and notifications and have them sent to your email or SMS. Great help desk add-on with LDAP user import.

Cons

Would like to see mobile device management as well as more features to choose from. Still need to fix the FAQ section under help desk.

AvatarImg

Verified reviewer

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks IT Helpdesk Review

Reviewed 6 years ago
Pros

We use this product for one of our biggest clients to monitor service calls as well as time it takes from when service is put in to when we respond, to when service call is completed. It really helps motivate the team to get things done in a timely manner.

Cons

We wish we could edit the calls easier, since the client isn't always accurate when entering issue they may be having.

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ugwu c.

Computer Software, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Mainstream spicework review

Reviewed 2 years ago

It make network infrastructure and cloud base management effective as an end user.

Pros

It's extensible and easy monitoring for use

Cons

It's will be eventually replaced by new cloud developers, because it development phase is slowly shelving momentum.

BA
AvatarImg

Ben A.

Electrical/Electronic Manufacturing,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

The most effective low-budget helpdesk and inventory management software available.

Reviewed 10 years ago
Pros

It works as advertised. The helpdesk functionality and inventory management suits our needs perfectly.

Cons

I have no complaints about this product at this time.

AvatarImg

Verified reviewer

Internet, 201-500 employees

Used other for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

I used a free trial of Spiceworks to analyze the PC's and servers in our network

Reviewed 6 years ago
Pros

Detailed server stats at your fingertips generated automagically from an initial scan; links out to useful resources from each host page.

Cons

Price for the full version was out of our budget. Service had to be running in order to gather metrics, sometimes would not have the latest information and needed to restart the service to kick off another round of scans.

FP
AvatarImg

Francis P.

Public Policy, 501-1,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks Help Desk Review

Reviewed 8 years ago

Reviewing Spiceworks Usability and Features: Overall, Spiceworks is a great solution. I enjoy the community and all the modules that come with Spiceworks. I even enjoy the ingenuity of how its free yet very high quality. It's a really great product.

Pros

1) Spiceworks software offers a strong, easy to use network management solution for free 2) Spiceworks software comes with free helpdesk solution unlike other similar network management solutions 3) The customer support of Spiceworks is always there to help users get through the technical details via phone and email 4) The network management module also comes with mobile dedicated app for iPhone and Android

Cons

1) Spiceworks HD doesn’t support using your own database which can be really difficult to accept for some users 2) The software doesn’t give you control over the networks you are monitoring, you can only get visibility

JC
AvatarImg

James C.

Computer Software, self-employed

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Great IT management and help desk tool

Reviewed 6 years ago
Pros

It integrates features that others offer at a premium rate. Spiceworks is completely free and allows IT to be more productive.

Cons

Wish the online version had more features and wish it was more designed for Managed Service Providers.

AR
AvatarImg

Alberto R.

Entertainment, 11-50 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

A useful system

Reviewed 5 years ago
Pros

Good level of basic services for reporting and it offers a free service

Cons

No advanced level of features and not particular appealing design

DM
AvatarImg

Dustin M.

Mechanical or Industrial Engineering, 1-10 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Solid and Easy to Use Tool

Reviewed 8 years ago

Spiceworks is a very easy to use product that is complimented by many features and functions that a full commercial helpdesk tool would use. Our organization has used the reporting capabilities, inventory management, ticket management and allocation, and has really cleaned up our CS email inbox.

Pros

No pros were added to this review

Cons

No cons were added to this review

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Gihan N.

Banking, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Spiceworks

Reviewed 3 years ago

Overall this is a very good asset management solution for use any kind of business without a headache.

Pros

This was a really good solution for use as an inventory system, asset tagging also is really helpful, the dashboard also really good and well organized. currently, my company also using this tool due to its user-friendly design and ease of implementation. and the reporting also in good level we can identify assets really easy using this tool.

Cons

still, I didn't notice any failures of this software.

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Becky Jewell L.

Internet, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Best for IT

Reviewed 6 years ago

Spiceworks IT makes it easy for my team and I to manage difficult IT tickets as well as track our own internal projects. The in-app emailing notification system helps keep clients up to date on ticket progress, so that we don't have to update tickets and email clients separately.

Pros

Spiceworks IT Help Desk is great to help manage ticket times and IT tasks. I like that it is made specifically for IT tickets or level 2 software support scenarios, it's definitely more for IT than for software development or software feature tracking. The modules are a little easier to look at than Fogbugz. The admin portal is also easy to use and manage teammates and team workloads - managing inbound tickets and creating brand new tickets (as a manager) to send out tasks is easy.

Cons

For me it took a while to ramp up and get trained on Spiceworks IT - it was a little bit less intuitive than Fogbugz and JIRA, but, once you learn how it works, it's much better. If anything goes wrong customer support is pretty good. For software development projects where repositories are being merged/ features are being tracked ect it isn't the best fit.

EB
AvatarImg

Elizabeth B.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Spiceworks Cloud Help Desk logo

Spiceworks Cloud Help Desk

Excellent free app!

Reviewed 6 years ago
Pros

Very powerful tool for infrastructure management, gives a detailed, clear view of network status and events that can help compliance.

Cons

Filtering the enormous quantity of available data is a little puzzling, this feature is not particularly intuitive; however as this is mostly going to be used by network administrators it isn't a major fault if the tool doesn't facilitate novice users.

CL
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Ciara L.

Primary/Secondary Education, 51-200 employees

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Spiceworks Cloud Help Desk

Very happy with ticketing service -simple and easy to use

Reviewed 6 years ago

Overall pleased with the product

Pros

Simplicity - all staff members find it easy to use, with minimal training Pricing Customer Service is good

Cons

Would prefer slightly better user experience - I think the overall design and look of the product could be improved (although maintaining the current simplicity)

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David H.

Computer Software, 11-50 employees

Used weekly for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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JIRA Service Management

Great if you use Jira

Reviewed 8 months ago
Pros

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

Cons

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.

MM
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MIGUEL M.

Telecommunications, 1,001-5,000 employees

Used weekly for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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JIRA Service Management

Help desk fácil y rápido

Reviewed 3 months ago
Pros

La rapidez en que todos los involucrados pueden disponer de su tiempo para resolver un ticket y la rapidez en la que también se puede responder por mail y llevarlo al crm de la empresa

Cons

No he encontrado ninguna contra de la de la herramienta ya que solo la utilizamos para help desk en telecomunicaciones

Showing original review in Spanish. See translation

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Italo P.

Used other for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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JIRA Service Management

Very good tool to manage Marketing requests

Reviewed 6 years ago

In general it is very good to have an overview of the help desk and the requirements

Pros

The application is very intuitive and easy-to-use tool for both end users and Helpdesk staff It is easy to configure

Cons

I can´t think of many things that I don´t like but I don´t like that it has no application for mobile devices"

LC
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Lacey C.

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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JIRA Service Management

Mostly excellent.

Reviewed 7 years ago
Pros

JIRA Service Desk is a customer-first application. The integration with the Confluence knowledge base is excellent and the tool as a whole provides a streamlined, dead simple customer experience. Launching your first project only takes about a week--very speedy return on investment! There are tons of add-ons in the Atlassian ecosystem that help extend functionality if there's something the tool won't do out-of-the-box. Atlassian support has been responsive and helpful every time I've had to reach out to them.

Cons

JIRA Service Desk is not an all-encompassing solution for all things help desk or customer support. Language support for the customer portal is OK, but basically non-existent if you're using a linked Confluence knowledge base. There are many add-ons in the ecosystem that help extend functionality--but each one increases the complexity and maintenance overhead.

DG
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David G.

Dairy, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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JIRA Service Management

Great Service Desk option for low budget

Reviewed 6 years ago

Overall Jira Service Desk has been a fantastic tool to help organise our company internally with IT tasks and help requests, as well as capturing client help requests and issues to build up our knowledge base and provide it as a go to source of information for help on our software outside the phone.

Pros

Budget option, links in with existing Jira products Ease of use, setting up basic web accessible help desk and knowledge base

Cons

Unable to separate internal and external help desks to different URL's so they can be accessed separately, this could change with the service desk refresh coming feb 2019

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Verified reviewer

Defense & Space, 51-200 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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JIRA Service Management

Help desk made easy

Reviewed a year ago

I envision great possibilities for integration with other JIRA services. Using it as a help desk is just the beginning for me.

Pros

I like how simple the help desk becomes with the use of this tool. I can access the materials very easily.

Cons

Cost can be very high for small businesses, but if you have the budget, it's worth the price.

JA
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Justin Alex P.

Computer Software, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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JIRA Service Management

Highly customizable and integrates well with the Atlassian ecosystem

Reviewed 7 years ago

Customization, integrations, workflows, SLAs

Pros

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability...

Cons

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

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Verified reviewer

Retail, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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JIRA Service Management

JIRA Service Management been helping us work more efficiently for over 6 years now.

Reviewed 2 years ago
Pros

Ability to tie in our JIRA issue management, Confluence Knowledge Management, and Help Desk ticketing into a single environment with each tool playing nicely with the others.

Cons

The change in how user access and licensing worked after we initially implemented the system, which has caused us some frustration over the years. (But new users wouldn't have that problem.)

MA
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Mark A.

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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JIRA Service Management

JIRA Service Desk

Reviewed 9 years ago

JIRA Service Desk has allowed our internal support team to quickly manage issues raised by employees. When we deployed Service Desk, we had about 300 employees. Our company has more than doubled since then and we have continued to maintain our SLA with ease. We are in the process of migrating our Service Desk to server version 2.5.3. Our current cloud instance does not have Customer Portal capabilities; looking forward to the efficiency increases once we migrate to the latest and greatest.

Pros

No pros were added to this review

Cons

No cons were added to this review

JS
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Jeremiah S.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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JIRA Service Management

Full Help Desk management

Reviewed 3 years ago

JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes.

Pros

Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed.

Cons

The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get

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Verified reviewer

Music, 201-500 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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JIRA Service Management

A no brainier for non profits

Reviewed 5 years ago

In the short time I've been using Jira Service Desk I've been impressed with the scope and capability and think that with the right amount of time invested into getting this setup properly it will do a fantastic job

Pros

I've been trying loads of service desk solutions recently and while i'm still not 100% convinced on which one to settle with, Jira Service Desk is pretty high up on the list. Firstly, they offer a on premise version as well as (the more easy to setup) cloud solution. This is great for those that prefer to host their own solutions. Secondly, this on premise version is also free for non profits which makes Jira Service desk a much more viable solution than some of the other options available. The integration with confluence allows you to build out a deep self service portal, which in theory will reduce tickets. Again, this was easier to setup in the cloud version, but is also free for non profits. It seems to tick all the boxes for an ITIL service desk, which is great.

Cons

It is missing some core features which other solutions provide out of the box, most noticeably asset tracking. While this can be accomplished via plugins, it would be nice if it just existed within the core application.

EA
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Erdem A.

Computer Games, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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JIRA Service Management

Jira continues to provide quality service.

Reviewed 2 years ago
Pros

I've been using JIRA from Atlassian since early 2015. I have been using their other products such as Confluence and Trello, but found JIRA service management to be the best for our company. JIRA is a very well organized help desk software that allows us to manage our help desk tickets. The system is very user friendly and intuitive. The agents can easily use it to answer questions, assign the tickets and even create support cases.

Cons

We were having trouble assigning live support, but we realized that we made a mistake while integrating it into our website, the problem was resolved in a short time and we did not have any other problems.

BG
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Boris G.

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Overall Rating