The user portal is easily customizable with company name and other options. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue. Tickets can be easily closed upon completion. Any replies to that email are automatically added to the ticket with date and time added. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. When a ticket is created by a user, the ticket is entered into the system with all of the information provided by the user and the user receives a confirmation email. Data entry fields can be made mandatory if desired. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. There are standard data entry fields included and the administrator can add additional fields as needed. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. It can be configured as an on-premise application or in the cloud. Pros: This application is extremely easy to set up and configure. Spiceworks took 8+ hours, LanSweeper <30 minutes. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. We've chosen to use LanSweeper to track assets. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. I understand that these keys are in the registry but other similar scanners would only produce keys for whats actually installed on the workstation by cross-referencing installed applications and registry keys. It ended up showing us that several computers had 3 iterations of office installed.
INSTALL SPICEWORKS WITHOUT SCANNING LICENSE KEY
We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. We've also had issues where it would scan a computer that had 2 monitors but would only show one. I ended up writing a batch file that would obtain them remotely and that was accurate. It came back telling us a generic description.
We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. At one point this year we were upgrading our end users to dual monitors. Cons: The inventory system is lacking when it comes to producing accurate information.