About Spiceworks Cloud Help Desk

Spiceworks is a free cloud-based help desk and network monitoring solution designed specifically for systems administrators and IT professionals. The solution helps in managing tickets raised by clients, providing customer support via multiple channels and tracking agent's’ performance, among others. Support agents can closely monitor every IT incident and track abrupt changes occurring in the network. The self-service portal allows users to submit tickets, track progress and view informative resources from the knowledge base. With Spiceworks, businesses can also create a centralized knowledge base from where users can get information on periodic or regular inquiries. Spiceworks also offers a team management dashboard to help management view and track key performance metrics. Spiceworks also offers an on-premise version for businesses that want to set up and manage their in-house help desk operations locally. IT professionals can also manage tickets on their Android and iOS based smartphones using Spiceworks Mobile app. Professionals can also connect with the global Spiceworks community to share tips and best practices with the global professionals.
Spiceworks Cloud Help Desk Software - Spiceworks environment Summary
Spiceworks Cloud Help Desk Software - Spiceworks ticket count by user
Spiceworks Cloud Help Desk Software - Spiceworks monitor active tickets
Spiceworks Cloud Help Desk Software - Create FAQs and knowledge base
Spiceworks Cloud Help Desk Software - View ticket summary
Spiceworks Cloud Help Desk Software - Join Spiceworks community
Spiceworks Cloud Help Desk video
Spiceworks Cloud Help Desk Software - Spiceworks environment Summary - thumbnail
Spiceworks Cloud Help Desk Software - Spiceworks ticket count by user - thumbnail
Spiceworks Cloud Help Desk Software - Spiceworks monitor active tickets - thumbnail
Spiceworks Cloud Help Desk Software - Create FAQs and knowledge base - thumbnail
Spiceworks Cloud Help Desk Software - View ticket summary - thumbnail

Spiceworks Cloud Help Desk pricing

Spiceworks Cloud Help Desk has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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Browse Spiceworks Cloud Help Desk Reviews

567 of 567 reviews
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Shayla
Shayla
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
5

4
Reviewed on 17/3/2023

It works well for a small business support desk

The UI is intuitive and easy to use, especially if you're new to helpdesk software. It's easy to use and efficient, making it ideal for a company with a small support staff. It's simple to use; I was able to set up my agents and ticket alerts and begin receiving tickets in a matter of minutes.

Pros

For internal clients, we rely only on Spiceworks as our ticket-based support system. If a user experiences a problem that can be resolved by IT, they need only visit the site and, in a matter of seconds, create a ticket that includes screenshots and other information that will aid us in fixing the problem as soon as possible.

Cons

My only gripe is that it is not simple to view all tickets in one place, regardless of their status, using the "my tickets" feature.

James
  • Industry: Music
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

4
Reviewed on 7/11/2024

Steve Rob Music - Spiceworks Cloud Help Desk Review

Overall, Spiceworks has allowed us to customize the branding within the dashboard, which has made the tool more user-friendly for both our employees and IT department. We also appreciate that Spiceworks includes an inventory system and a built-in knowledge base, where employees can easily find solutions or troubleshooting steps for common issues like network errors or password problems.

Pros

Since transitioning from Zendesk last year, we've been using the Spiceworks Help Desk, and it's been a great asset in helping us accomplish tasks more efficiently. The simple dashboard layout makes it much easier for our IT department to manage tickets. Plus, assigning or creating tickets is as easy as clicking on one, streamlining the entire process.

Cons

With Zendesk, we had the ability to customize our ticket number sequence, starting at 60000 instead of the typical #1 or #2. This made it easier for both our employees and IT department to track and manage tickets efficiently. Unfortunately, we found that Spiceworks doesn't offer the same flexibility.

Justin
Justin
  • Industry: Management Consulting
  • Company size: Self Employed
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
5
Customer Support
4

4
Reviewed on 10/1/2025

A solid, free helpdesk

Overall experience is good. Cloud Help Desk has mostly been used for a small MSP operation.

Pros

Spiceworks Cloud Helpdesk is a solid free offering for tickets, contracts, and managing assets. It is easy to use and has a solid UI for navigation.

Cons

Spiceworks cloud helpdesk doesn't have any single sign on option with modern identity providers. Active Directory is supported but only by of an additional web server in an on-premise environment.

John
  • Industry: Civil Engineering
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
2
Ease of Use
4
Customer Support
4

3
Reviewed on 5/3/2025

Spiceworks Cloud Help Desk

It's ok for a free option, but ultimately, I had to navigate away from it due to it's lack of customizable options

Pros

It's cloud based, so accessible from any location. On prem version was difficult with so many remote workers

Cons

Could not create multiple templates for forms. with the on-prem version we had different ticket forms for different topics. Cloud based was limited to just 1 main form

Jessica
  • Industry: Graphic Design
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 24/11/2024

Spiceworks Cloud for Excellence Customer Assistance

Spiceworks Cloud makes communication very reliable and customers are always happy.

Pros

Spiceworks Cloud has a live chat that makes customers raise their issues.

Cons

Spiceworks Cloud is detailed and has a friendly feature.

Sara
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
0

4
Reviewed on 31/5/2024

A good ticketing system!

Spiceworks Cloud Help Desk is a really good choice if you need to manage tickets and need an efficient system. The interface is intuitive and you learn fast how to use. You can customize the alerts and other features to better fit your organization needs. You can also use the interface via mobile/tablet and interact without problems (I mean "it fits well"). Thumbs up!

Pros

Among the ticketing system for helpdesk purpouses, I think spiceworks is one of the best. The interface is quite simple and you will learn fast how to use and manage the tickets. Obviously there are many other features (for example managing users, creating reports), but I always use it as ticketing systems. Customers may send an email or log to interface with their accounts and open or update a ticket. You will reply to them via web interface and of course you can (and they can) attach files and images, in a fast and easy way.
You can assign to others / deassing the tickets in case of need.

Cons

I preferred the on premise version but it is not available anymore

Fabruzio
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 15/5/2024

Manage your tickets with Spicework Cloud Help Desk

I use Spiceworks Cloud Help desk via computer but also via mobile phone, and i am able to have a look and interact with ticket even if I am not at the office, I think it's a very important feature having a well done website.

Pros

Spiceworks Cloud Help Desk is crucial, speaking about ticket management.
Customers can open and update their tickets via email or via web interface in a fast and easy way.
The dashboard allows to view and manage - of course - the tickets, assign them, update and attach files, add comments (that won't be visible to customers), you can also view statistics and make reports. And if you are an administrator you can add new user and set their permissions.
The interface is clean and you immediately know how it works (so, even a newbie can be operational really soon). Highly recommended.

Cons

There is not an on premise version (they stop supporting it some years ago)

Bryan
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 7/9/2024

Spiceworks for the Win

Great product, easy to use. Straight forward

Pros

It gave a good base level ticketing and inventory control

Cons

It was difficult to manage the e amount of endpoints we had

Guilherme
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/10/2023

Best Service Desk tool for the price

Great tool so far to monitor and respond to our IT incidents

Pros

Great tool and easy to use ticketing system, easy ticket creation, assignments and monitoring. It allows you to create custom reports which can be used for analysis and tracking as well.

Cons

No complains so far about the tool, I would like to get more time to explore and implement more features in our company.

Jack
  • Industry: Primary/Secondary Education
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Functionality
1
Ease of Use
2
Customer Support
0

2
Reviewed on 24/10/2024

Other solutions are better

I started using it when I first joined my current company as this was what they had been using at the time. I hated it so much I proposed other solutions that I had used in the past. We ended up going to Freshdesk and now the rest of the team understands why I wanted us to move.

Pros

It did the very basics and it was free and relatively easy to use.

Cons

It was very clunky, glitched frequently. The UI was extremely ugly.

Riyasudeen
  • Industry: Retail
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
4
Customer Support
3

4
Reviewed on 2/11/2021

Spiceworks Review

Very satisfied software for IT inventory management and keep record of overall computer information which will be very useful to get reports for the auditing.

Pros

Inventory management is the one of the best feature in this software. Can able to scan the devices in the network and keep track of all the information of each and every devices.

Cons

Less customization option available for this software, so in some places have to follow the common standards instead of customized functions depends on the user needs

Alternatives Considered

ManageEngine Endpoint Central

Reasons for Switching to Spiceworks Cloud Help Desk

Free of cost software if installed locally and have to pay only when choosing the cloud storage
Simon
  • Industry: Civic & Social Organization
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
5
Customer Support
3

4
Reviewed on 15/9/2023

Spiceworks Helpdesk

Spiceworks has always worked well for me, but scalability is an issue.

Pros

It's free and easy to setup, and a very good product if you need a basic Help Desk offering with basic features.

Cons

Advanced features are limited, as is reporting capability.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
3
Customer Support
3

4
Reviewed on 19/9/2023

Spiceworks Review

Pros

Spiceworks offers a free version of its software thus it is easy for small business to obtain and use it.It is easy to intergrate it with other applications .

Cons

Its free version contains alot of ads which I find annoying sometimes when I'm working.Spicework support is not available most of the time,this is an area they should really work on.

Mehmet
  • Industry: Civil Engineering
  • Company size: 51–200 Employees
  • Used Weekly for Free Trial
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
0

5
Reviewed on 29/9/2023

HelpDesk

Pros

It is very useful to share solutions to problems, especially in the forum section.

Cons

Even on the forum page, they may charge a fee for some content.

Aman
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 4/6/2023

Decent tool

Pros

Decent tool, good for small and mid sized company. No they have the cloud version instead of having the local install on the server.

Cons

Would prefer a simple dashboard. Personally it has a lot of information to digest.

Steven
Steven
  • Industry: Primary/Secondary Education
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 10/5/2020

Spiceworks Helpdesk Cloud - Small Enterprise

We have been able to improve our response time to user issues by appropriately configuring ticket categories, assignment rules. The number of walk-ups to the help desk has been cut by more than 50%, which has permitted our IT support staff to be able to manage their time more efficiently. Our TTR has improved, as well as the level of customer satisfaction within our organization

Pros

This application is extremely easy to set up and configure. It can be configured as an on-premise application or in the cloud. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. There are standard data entry fields included and the administrator can add additional fields as needed. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. Data entry fields can be made mandatory if desired.

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. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. Any replies to that email are automatically added to the ticket with date and time added. Tickets can be easily closed upon completion. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue.

The user portal is easily customizable with company name and other options. Users can even attach a screenshot or other file to the ticket to provide useful information beyond the text description of the user problem.

Best of all, it can be used for free.

Cons

Since this is a free IT Help Desk application, it is not nearly as full featured as some other IT Help Desk applications. Reporting is not as robust as some other applications. However, you can easily download information in .csv format and create your own reports if needed.

Victor
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 6/6/2018

Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!

I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies.
For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements.

Pros

The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code.
We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network.

Cons

Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning.
Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features.

Amber
  • Industry: Consumer Services
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 30/8/2018

Very User-Friendly

It's been great. Since we've started using this (about a year ago) it has definitely improved our productivity, communication, and efficiency as an entire IT dept.

Pros

Oh, where to start! I love that anyone in our company can email a specific address that we have set up to forward from Spiceworks and it will automatically forward it to everyone on the IT team so we don't have to continue checking the actual software every 5 minutes. Also, when someone responds, it goes directly to the ticket assignee's email and we can respond from either the platform or our emails. It's also nice that it sends reminders of open tickets or things that have been untouched for a while. I like the dashboard to see the frequency of opened/closed tickets, as well as see which issues are the most prominent. The actual tickets have areas to specify the category of the issue as well as a 3rd party ticket# so it's easy to find. There is also a knowledge base that we can refer to people who have had similar problems as others in the past. And everything is in the cloud so we don't have to host anything to ensure that it's saved :) They just added a remote session option too which could come in super handy when troubleshooting an issue. Oh, and I like that it has internal as well as public notes and it saves a history of everything so can go back and revisit a closed ticket that was taken care of months ago.

Cons

The attachments are a little finicky. As in, it doesn't allow "inline" attachments (for when I want to show a screenshot in the middle of my explanation). And if I want to download a screenshot from a ticket, I have to right-click it and save (not a big deal) rather than just click on the print icon that's usually present in other attachment previews on different sites (like Gmail, per say). But honestly, I haven't really dealt with many other IT ticket help desk platforms so I don't really have anything to compare it to. The only other things I don't like are things that are user-error based. Like how if we don't update the category or the ticket type in the actual ticket, the proper stats won't show in the dashboard.

Dustin
Dustin
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

4
Reviewed on 12/2/2018

Great for a free helpdesk, but the community is where it shines

Pros

First off, nobody has ever complained about free.

Spiceworks itself does what it is meant to do -- it provides a simple helpdesk for you and your users, with basic features you'd expect from a support system. It's full of little things, like a built-in knowledge base, built-in remote support, integrations with other tools, etc.

The real value in Spiceworks though is it's community; it's like Experts Exchange on steroids. Everyone is friendly and helpful, and vendors have direct representation in the forums to help you with both sales and support questions. It rarely feels like anyone is trying to sell you anything in Spiceworks' community, but at the end of the day you end up buying from some vendors *because* of how they treat you there. It's incredible.

Cons

Inventory... inventory is not good. If you don't get it set up perfectly the first time, you might as well turn it off and forget about it. There's still no really good way to handle historical data and devices you no longer control.

Verified Reviewer
  • Industry: Religious Institutions
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
1
Functionality
3
Ease of Use
2
Customer Support
2

3
Reviewed on 12/9/2022

Confusing, Complicated Help Desk Management

With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to the correct people, the Spiceworks causes more business problems than it solves, and we have moved on to other products that better address our needs and organizational priorities.

Pros

The ability to respond to tickets via email with particular commands (such as assigning to a particular person, closing a ticket, etc) is very nice, and the web portal for end users to request support is nicely customizable.

Cons

Two features of Spiceworks stand out as the least polished and most frustrating. First is the way the software deals with custom attributes for tickets. This information is tucked away in a secondary menu, cannot be easily included in email notifications of a new ticket, and is very difficult to export in any format that makes it remotely usable. Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of the software to consistently CC administrators based on the content or attributes of the tickets. I have spend many hours trying to fine-tune the settings to make sure that my fellow admins and IT techs are not bombarded with emails while also getting notifications about tickets that are relevant to their work, but have given up at this point.

Jason
  • Industry: Utilities
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
4
Customer Support
3

4
Reviewed on 20/12/2022

Spiceworks - old but still very useful

Spiceworks has been a huge part of our work flow for the past 10 years. Both the community forums and the software package. I've tried a few other similar applications over the years. I've stopped using most of them but I'm still using Spiceworks.

Pros

I mainly use this for service tickets but it's still useful for keeping track of inventory. I really like how it tracks toner levels in printers.

Cons

The gui is a bit outdated and can run a bit sluggish. The lack of future support and updates is disappointing.

Becky Jewell
Becky Jewell
  • Industry: Internet
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 20/5/2018

Best for IT

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.

Daniel
Daniel
  • Industry: Law Enforcement
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
3
Customer Support
0

5
Reviewed on 24/4/2019

It's great, setup is a pain

We used to rely on word of mouth or emails that would generally get lost. I am now able to keep track of all user submitted tickets to see where my staff is and ensure that things get completed. It also makes it much easier for users to report an issue. Previously users were discouraged from reporting technical issues because there was no guarantee the issue would ever be addressed. We now have accountability.

Pros

Extremely easy to use as a user and an administrator. Users simply send an email to a pre-defined email address ([email protected]) and a e-ticket is automatically generated. My IT staff receives notifications via email as well as the mobile app. IT Staff is able to assign tickets, respond to users, set categories, etc. very easily. Best of all, it's FREE.

Cons

Set up was very difficult. It took us a few attempts to get it working. But once it was up and running, it keeps on going.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/3/2020

IT HELP DESK.

I highly enjoyed using this product and now with the other clients I manage with large office staffs we are also moving to this system.

Pros

I used this ticket system when I was apart of a IT team that setup a new casino network, software, servers and etc. I started with this software and a IT Tech user and handling my tickets. This software helped me do my job more effectively. I handled my tickets and assets in one location. It allows you to keep track of which user gets which device and I used the assets by mac address. Which in the end saved me a lot of time and frustration. Other techs didn't use the asset the same way so tracking down your devices after deployment is a nightmare. Even from the end user traning was a lot easier to handle because how easy this software is to use.

Cons

I'm not sure if this is a software issue or a setup issue. But when a user sends a email it would not auto fill in the info for the level of urgency.

Omar
  • Industry: Plastics
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 3/4/2019

Excellent Help Desk, Easy To Implement

We needed a help desk that was not only to record computer problems, but we also wanted to help us have greater visibility of the IT environment, computers that fail more, more common failures in the equipment and take advantage of that information to improve.

Is very easy to implement, has integration with active directory and the visibility it gives you of the IT environment. The web site has a very complete guide for its installation and deployment.

The tool goes beyond a simple help desk as you can have there Your inventory of equipment (hardware and software) and for example uninstall applications from the help desk.

Pros

It is a very complete help desk allows you to have a great visibility of what is happening with the statistics of category breakdown, work by engineer, attention time, etc.. In addition you can create an internal knowledge base, allows you to have your inventory of equipment, reports, purchase records associated with a ticket, etc.. It is very easy to use for the end user because he only has to send a mail to a specific email address and his ticket is registered in the system. It is very stable and reliable.

Cons

It takes time to adjust it to your needs, but it has a great forum where everyone helps you.

Assi
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 22/2/2024

My Experience With Spiceworks

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.

Keenan
  • Industry: Nonprofit Organisation Management
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
2
Ease of Use
4
Customer Support
0

3
Reviewed on 14/12/2023

Spiceworks Cloud Help Desk review

Pros

Spiceworks works well as a free help desk system. It does what it says on the tin. It has decent audit logging, relatively easy configuration, and a simple user interface.

Cons

It being free holds back some of the functionality, the way statistics are shown on the dashboard isn't consistent, and it's very barebones overall.

Vincent
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 4/12/2023

Good ticket management for basic ticket management

Pros

It's cheap and relatively easy to use - good community around it also.

Cons

the system was slow compared to others (on prem version)

Michelle
  • Industry: Nonprofit Organisation Management
  • Company size: 51–200 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 21/11/2023

Spiceworks works

We had a more analog way of putting in maintenance and IT requests prior to Spiceworks. The process was changed to a similar system as Spiceworks and then our company started to utilize Spiceworks. On my end I do not see a difference. I like that we are able to track a ticket and staff can communicate through the request. The maintenance workers find it easier to organize and prioritize the jobs as well.

Pros

Our maintenance and IT dept use Spiceworks for staff to put in tickets for requests. It is easy to do and I get alerts when ticket is assigned to a worker.

Cons

It really depends on who is accepting the tickets on the other end. Sometimes I will put in a ticket and it will remain open until a human assigns it or closes it on the other end. This program works great with the help of a real human.

Cindy
  • Industry: Nonprofit Organisation Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Functionality
2
Ease of Use
5
Customer Support
2

3
Reviewed on 31/10/2023

Spiceworks Review

I was moderately happy with it. We no longer use it but did use for several years.

Pros

It was low in cost and easy to customize.

Cons

Spiceworks is not very sophisticated and at the time, was difficult to access remotely.

Mitchell
  • Industry: Wholesale
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/11/2023

Spiceworks Help Desk is a great tool

Overall Spiceworks Help Desk is a great tool to get your company Help Desk up and running with little effort. Highly recommend it.

Pros

Spiceworks Help Desk is a great tool. It is free, easy to setup, easy to configure, easy to use, It creates a ticket number if setup to do so with an auto reply. Inviting team members is simple and all the history is logged. Very Nice!!!

Cons

Spiceworks Help Desk is a great tool. However the Knowledge Base usually comes up with zero search results.

Mitusha
Mitusha
  • Industry: Computer Software
  • Company size: 201–500 Employees
  • Used Weekly for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 3/12/2023

Great place to troubleshoot problems, collaborate and seek advice related to tech!

Pros

Spiceworks is more like a service-oriented platform for IT professionals than Techcrunch is inclined towards the media outlet.
It's more like Stackoverflow for IT professionals and has benefitted me in getting my solutions related to actual network troubleshooting. The community has great experts giving you excellent solutions.

Cons

The UI can be a bit better with time and rest it's free to use for everyone.

Nathan
  • Industry: Transportation/Trucking/Railroad
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
4
Customer Support
0

4
Reviewed on 10/7/2023

Best bang for Buck IT Ticket System for infrastructure support

Spiceworks filled the void where we relied on email for managing internal IT support cases, it's was a significant improvement for issue tracking and managing workloads. It's completely free you just need the hardware to host / run their solution. For anyone who is using email or teams channels to manage internal support cases just stop and switch to spiceworks. The issues with spiceworks is it's very limited on functionality, there's no round [sensitive content hidden] assignments, holidays rotas and multiple dashboards for split teams. It's a very basic ticket system ideal for small teams but don't let that put you off as it's trivial to install & configure and best of all it's completely free.

Pros

It's very easy to install & configure, their documentation on initial setup is straight forward and overall it's easy to use. It's a very basic ticket solution however it's completely free, if you're without a ticket system and just need something to get you away from emails then you'd be daft not to try it.

Cons

The lack of advanced functionality you find in paid rival solutions, round [sensitive content hidden], holiday rota, multiple teams and advanced reporting / dashboards are none existent.

Luis Miguel
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
4
Customer Support
4

4
Reviewed on 28/6/2023

This is the one solution to start with Servicedesk solutions

This is a great solution, it was our first service desk platform that give us excellent results.

Pros

Spiceworks is a high valuable solution with multiple levels, very easy to deploy, it could be setup as a level entry service desk solution but includes great features that you have on hand starting even with the free version.

Cons

As Spiceworks have several modules some of them remains with an effective use and could be great to have a configuration menu that disable that tabs not configured on the setup

Alex
  • Industry: Higher Education
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
5

4
Reviewed on 13/6/2023

Excellent starting place for Ticketing System and for Full Implementations

An excellent helpdesk ticketing system that if you don't have one in place should be your first stop for getting started.

Pros

It offers a free service which is very usable, and an excellent place for any business to start if they current do not have a helpdesk ticket/reporting system. Centrally mange all the helpdesk jobs rather than relying on emails, which can be missed. Can be upgraded with a subscription to get even more features and remove advertisements.

Cons

Only initial downside people might not like is the advertising that is built into the free version, but it is totally understandable for Spiceworks to have this, and it is not intrusive. Some of the features you might want could be only available under a subscription but all worthy ticketing systems are not free. Setup could seem daunting for a novice user but there is plenty of support and guides.

Alternatives Considered

Freshservice
Sandeep
Sandeep
  • Industry: Commercial Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
1

5
Reviewed on 25/4/2023

Ticketing Tool

We are using Spiceworks for ticketing day to day issues where users are facing and for regular follow-up of any tasks assigned.

Pros

I liked the ticketing process or features that were available when creating tickets, as well as the email alerts for each follow-up.

Cons

The least i like was server availability, Some times due to work load the server gets crashing and after restarting all the services only it will work without any issues.The initial stage of setup using authentication was difficult.

Marek
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used Weekly for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
4

4
Reviewed on 12/5/2023

Spiceworks Review

Overall, my experience with Spiceworks was highly positive. The vibrant community and wealth of resources made it a valuable tool for IT professionals. It provided a platform to seek advice, troubleshoot problems, and stay connected with industry peers. While there were occasional performance issues and the user interface could have been more intuitive, these minor inconveniences did not significantly impact the overall experience. Spiceworks proved to be a valuable resource for IT professionals, facilitating knowledge sharing and enhancing collaboration within the community.

Pros

One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience.

Cons

While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience.

panashe
panashe
  • Industry: Human Resources
  • Company size: 11–50 Employees
  • Used Monthly for Free Trial
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 30/10/2023

Review

Pros

I like the ticketing system. it is the only feature that I used.

Cons

The support wasn't too responsive on my end.

Samuel
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
3

5
Reviewed on 1/6/2023

Free Lifeline for Small Businesses

Pros

Excellent for ticketing, ease of setup, email alerting, and free of cost, making it a perfect choice for SMBs.

Cons

Inadequate inventory system, lack of cross-team ticket routing, and absence of email alerts are areas that require attention.

Rachel
  • Industry: Medical Practice
  • Company size: 201–500 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
3
Customer Support
3

4
Reviewed on 12/4/2023

Ticketing System for Medical Practice

There haven't been any major concerns brought up.

Pros

Typically, it is easy to identify who is responsible for which tickets and what priority they are put at.

Cons

I can't open all the attachments easily in a ticket. I have to go back to the original response to see what attachments are included.

Verified Reviewer
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
3
Ease of Use
4
Customer Support
0

3
Reviewed on 28/11/2022

Great community, basic features and many integrations

Spiceworks was great to begin with but as the company grew, the features and requirements we needed also grew so we needed to move away. For a small company, this would be a great starting point.

Pros

The helpdesk is the main feature of Spiceworks and works well, the community as well are very knowledgeable and welcoming which is great when you have any issues or queries, you don't need to directly contact Spiceworks Support but rather you can discuss it with the general community. The software being free is also a big positive because unless you're a big company, it's another expense which you can avoid and still get a great service desk.

Cons

The UI was the most disliked feature of this software, it felt very outdated and the theme customisation was very minimal as well.

Robert
Robert
  • Industry: Food & Beverages
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 10/9/2021

Ideal free helpdesk for small to medium businesses

Overall I have been very happy with Spiceworks, especially the community of users.

Pros

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Cons

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

Zyren Christian
Zyren Christian
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 16/5/2021

Spiceworks makes it spice!!!

Pros

For us IT helpdesk/Specialist, this product works like a magic. We can easy monitor and keep track of our ticketing management, we can also check the reports very well and it was so organized.

Cons

Only when I was accessing it with my phone on web, the product seems not be responsive on mobile phone(browser access). Nevertheless, the app is so great and such an important tool to us

Verified Reviewer
  • Industry: Wholesale
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

4
Reviewed on 17/10/2019

SpiceWorks does the job, for free-ninety-nine.

Prior to SpiceWorks we relied on emails from users with issues, and each IT person might manage those emails in their own way - flagging for followup, marking as unread, subfolders of their inbox, reminders, etc. Issues often were forgotten before being resolved as they moved further down in the IT inbox. We would often work on issues that another IT person already knew the answer to, thus wasting time. Spiceworks has made it so much easier to keep track of issues and their resolutions. IT supervisors can see at a glance if any of their people are struggling, and how quickly issues are resolved. Each ticket is categorized (Phone System, PC Hardware, Network, etc.) so its easy to see if things are getting better or worse. You can reply to a ticket with a suggested solution, categorize it, and close it, all using the "Tickets Anywhere" keywords.

Pros

It allows us to prioritize tickets, identify recurring problems, and prevent requests from "falling through the cracks". It provides our employees a single email address for getting help without them having to know who in IT does what. It is fairly configurable to meet different needs - we use it for warehouse and logistics issues as well as IT Help Desk. Tickets can be assigned, categorized, closed, etc. using "Tickets Anywhere" keywords when replying to the email so you don't even have to open the site to work tickets.

Cons

Emails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost. Due to this we sometimes have to ask the user to forward the email directly to us in order to see the original. There is a delay of between 1 and 5 minutes after an email is sent to Spiceworks before the Spiceworks email is received by team members, so we occasionally have more than one person starting to work on a ticket at the same time - especially if the ticket can be resolved simply by replying to the email.

john
  • Industry: Computer Networking
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
4
Customer Support
4

4
Reviewed on 21/10/2019

SpiceWorks Cloud IT helpdesk for free!

Spiceworks IT Helpdesk Cloud version does everything I want from a cloud based Ticketing system so even though its lacking some features which I hope will get added soon as ive mentioned earlier it does do everything you would expect from a basic IT Support helpdesk ticketing system. So if your looking for a free IT helpdesk solution I would really try out Spiceworks offering and also take a look at there cloud hosted version which I use myself.

Pros

Spiceworks ive used the community for years now so when I found there IT Helpdesk I started to use it but I then stopped for a while until there cloud IT Helpdesk came out which for me works best as I dont need to worry about hosting anywhere. So now I have a great IT helpdesk for my clients to log tickets with all for free!

Cons

The only Con to Spiceworks IT Helpdesk was that I was initially released as a windows installer which didnt really work for my business as I dont have my own servers, it wasnt until the Cloud IT helpdesk version came out that I then started to use Spiceworks IT helpdesk again as my client IT helpdesk solution. Its also lacking some features you would see in premium solutions but it does the basics and works for my IT Consultancy business.

Jesica
Jesica
  • Industry: Insurance
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 7/3/2019

Spiceworks will answer all your questions

Spiceworks suggests free solutions so, it would be stupidмн not to recommend you this amazing software. It is an easy platform and, believe me, you won’t have any problem to use it. I should also mention that it well suits to small companies but larger companies should probably search for another solution.

Pros

There is one feature of Spiceworks which I appreciate the most. It gives you the opportunity to check your network and find out what devices are connected to it. This means that it provides a lot of information about those devices such as their IP addresses. Another advantage of this platform is that it is completely free. If we compare the quality of work of Spiceworks with other platforms, it will become obvious that this help desk can do freely more than other expensive platforms. I think it is hard to find a person who knows everything about his profession or field of work. From time to time everyone needs to look for some help or extra information. In these cases you should at least know where you can find the required information. People engaged with information technologies already know that Spiceworks is their best solution. You can find the answers to your questions in the forums or you can type your question and get feedback.

Cons

The first issue I should mention is the app itself. As for the mobile app, it is heavily text-based, it would be nice to see more graphics there. In addition, I would like to see one app which shows the community and the form together.
Unfortunately, there is a lot of commercial which can be annoying but on the other hand, it is understandable: the platform is free and it depends on ads to get some income.
I wish it could be easier to work with tickets and especially the deleting function.

Matthew
  • Industry: Nonprofit Organisation Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/6/2021

Help Desk Where You Want It

Starting a new role in the organization that had no Help Desk and no history or structure; Spiceworks proved to be the single biggest one thing that could be done right that would yeild improved IT services to the organization. User responsibility shifted to reporting IT issues using email and overall satisfaction improved and service impacting issues due to weaknesses in infrastructure, bad procedures or mislaid processes were identified by the ticketing system and corrected.

Pros

I started using Spiceworks in the cloud and then copied the database and importing it to our VM and lost nothing. It is an efficient and easy to use platform. Adding techs and break-fix categories to track what needs to be improved proved to be successful. This allows IT to focus on root cause and then to deploy solutions to prevent the same.

Cons

The reports need to be streamlined to remove redundancy. Quantity is not always a good thing and by compressing and focusing on key areas the reporting could be a lot better and less fractured.

Alternatives Considered

Zoho Desk, ServiceNow and Zendesk Suite

Reasons for Switching to Spiceworks Cloud Help Desk

First it was/is free. This proved great for our tight budget. We added Manage Engine and the integration proved invaluable. With the two combined, we now have analytics and desktop management and patching.
Joshua
Joshua
  • Industry: Banking
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
3

5
Reviewed on 20/12/2022

Ever looking for an IT Asset Management App to use ..... Spiceworks has it all

My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation.

Pros

The beauty of updating IT Assets all in one place from Mobile device to Laptops to Printers and the ability to save credentials for assessing those devices in a shot note for easy of continuity.

Cons

I haven't find any fault using the app, so there is non for me to write

Verified Reviewer
  • Industry: Government Administration
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 4/5/2018

Spiceworks IT Helpdesk offers great value for money. Most outstanding is the support.

The software provides a complete inventory even if stretched over multiple locations and networks; a complete ticketing system, knowledge base system and many other tools that are of good quality to manage day to day incidences and requests.
The inventory scan provides great detail of networked devices and peripherals e.g. serials, make, model, status, warranty and many more.
Customisable views allow you to quickly focus on the details necessary to troubleshoot issues.

Pros

Community forum. Personally, I consider forums a waste of time since you normally have to look for ages and still never get the answer you need. Communities are based that "someone has experienced this problem before" and is willing to share in all detail what the problem (can be awkward) and share the solution as well.
On the Spiceworks community (cheers!), we have always found answers that you usually only find on paid communities (details, scripts etc). The software (FREE!) gives you a great overview, even if you are spread over multiple locations and/or multiple networks. A complete inventory and a ticketing system that are customisable and ready to integration software and scripts. What more do you want for free?

Cons

This is definitely not the worst but it takes a bit of getting used how Spiceworks operates. Like other platforms there is a learning curve. Some integration with other 3rd party software might not be straight forward but then there is the awesome community.

Josh
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
5
Customer Support
3

2
Reviewed on 10/11/2017

Awesome IT Help Desk software, horrible inventory system.

Pros

Spiceworks is great for managing help desk tickets. Using HTML we've been able to customize our end-user portal. Create multiple ticket templates to capture the details we truly need from end-users. We have found that the mobile application for iOS and Android to be the best on the market. It has a great GUI, very user friendly, informative, and easy to set up.

Cons

The inventory system is lacking when it comes to producing accurate information. At one point this year we were upgrading our end users to dual monitors. We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. It came back telling us a generic description. I ended up writing a batch file that would obtain them remotely and that was accurate. We've also had issues where it would scan a computer that had 2 monitors but would only show one. We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. It ended up showing us that several computers had 3 iterations of office installed. 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.

We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets.

We've chosen to use LanSweeper to track assets. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. Spiceworks took 8+ hours, LanSweeper <30 minutes.

567 reviews

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