Users can improve and integrate Zendesk Support or Chat with hundreds of free and paid apps.
Also, just like in Spiceworks, you not only get a basic feature set but a few unique functions that might prove to be useful in your case. While it is true that Zendesk has support for large companies on top of that, the main feature focus is still on the lower tiers. Source: Zendesk The SimilaritiesĪs for similarities, Zendesk does share a lot with Spiceworks help desk, namely, the fact that both support small and medium-size businesses quite well. The system automatically creates a support ticket as soon as you receive a call from a customer. Lastly, Zendesk was made with all kinds of businesses in mind, meaning you won’t get advanced network monitoring tools or an IT asset management system. But that’s not all, as Zendesk has a dedicated contact center module that will allow you to do automatic call distribution, or ACD for short, grant access to a dedicated interactive voice response (IVR) system, and most importantly, manage your tickets via phone. So, the main difference between Zendesk and Spiceworks is that unlike in Spiceworks, where users have to submit new tickets via email, Zendesk will allow you to receive stuff from social media platforms such as Facebook, Twitter, and even live chats. Receive all the customer requests in a single dashboard as well as separate their sources using Views. It also incorporates AI and automation that you can employ just about anywhere you see fit outside of having practically every core management function.
Zendesk is a firm Spiceworks alternative and a dedicated help desk system with a strong emphasis on multichannel and multibrand management. So, you sure need to try it if you’re looking for a free help desk solution. And just like Spiceworks Desktop, the Cloud version integrates an Active Directory, which enables user authentication.įinally, the Cloud version of Spiceworks is also free. You can also create a user portal for users to submit tickets and track their progress. Both have a ticketing system and can be managed by multiple Admins or technicians.Ĭloud and Desktop allow building a knowledge base. So, there’s going to be little to no friction when switching. Spiceworks Cloud and Desktop are very similar design-wise. However, checklists, purchases, and reporting are essential ones, as per Spiceworks Community. Replacement for checklists in Spiceworks Cloud. However, this way is far from convenient. When you have your ticket open, click the Tasks tab. Source: Spiceworks CommunityĪnother essential feature that Spiceworks Cloud lack is Ticket Checklists. Secondly, the Cloud lacks the Purchasing feature, which allows you to track purchases, add quotes, track shipments and deploy to your inventory. The on-prem version does a better job building custom reports, and you can script your own reports using SQL. Firstly, the cloud version lacks the depth of reporting the on-prem version has. When it comes to Spiceworks Cloud, you have to sacrifice a few things. However, the cloud version falls short when it comes to features. So, Spiceworks Cloud is the first and only alternative suggested by the company. Spiceworks is deprecating the Desktop to focus on the advancement of the Cloud version. Our choice narrowed down to such help desk systems as Help Scout, Spiceworks Cloud, Zendesk, Jira Service Management, and Zoho Desk. We won’t be going into great detail about each tool but rather focus on the similarities and differences. With this in mind, we’ve explored the Spiceworks community and made a list of Spiceworks Desktop alternatives. But finding a suitable replacement can sure be confusing with this many options at hand. This is not necessarily a bad thing - it's an opportunity to grow and evolve. Have you been reading up on alternative platforms? Unfortunately, there are almost too many. But there’s one thing clear: IT pros need to prepare for this and find a replacement. There’s an ongoing discussion, and many users are unhappy with the decision.
On December 31, 2021, Spiceworks will drop support and officially EOL the Desktop version of their help desk.
0 kommentar(er)
