Overview
What is Spiceworks Help Desk?
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking…
TrustRadius Insights
Best free product available
Great Tool for Small and Midsize Enterprise IT Departments
Lots of features, and you can't beat the price!
Spiceworks, the T-Rex of Help Desks.
Spiceworks Help Desk Review
Great ticketing system
Spiceworks Help Desk Makes My Job Simple
Spiceworks Help Desk gets the job done!
Great Free Help Desk
Spiceworks is highly recommended. Did I mention it was free?
Spiceworks Help Desk- A Great Deal Even if They Charged for It!
Spiceworks Help Desk is a great ad-supported option for coordinating end user support
Spiceworks Help Desk is powerful software at a community price.
Spiceworks' Help Desk will SAVE your IT department! And your budget.
Awards
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Popular Features
- Ticket creation and submission (53)9.595%
- Ticket response (52)9.292%
- External knowledge base (47)8.989%
- Organize and prioritize service tickets (53)7.676%
Reviewer Pros & Cons
Pricing
All Tiers
Free
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Spiceworks Help Desk Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 7.6Organize and prioritize service tickets(53) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 5.8Expert directory(46) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.5Subscription-based notifications(41) Ratings
Users subscribe to notifications for ticket updates
- 6.6ITSM collaboration and documentation(44) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.5Ticket creation and submission(53) Ratings
Users and agents can easily enter new support requests.
- 9.2Ticket response(52) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.9External knowledge base(47) Ratings
Customers can self-service by searching through help articles.
- 5.9Internal knowledge base(47) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 6Customer portal(45) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 4IVR(10) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 3Social integration(26) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8Email support(45) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 5Help Desk CRM integration(27) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Spiceworks Help Desk?
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based permissions and notifications allow tasks to be allocated across team members. If the user wishes to host Spiceworks apps and tools locally, then they are free. For cloud-based service, Spiceworks bills $12 per IT user per month, or $10 monthly per user if paid annually.
Spiceworks was founded in 2006 and is headquartered in Austin, Texas, also with a European headquarters in London (since 2012), and was backed by multiple investors, notably Goldman Sachs. In 2019 Spiceworks was acquired by Ziff Davis, a division of J2 Global. It is now a J2 Global company, operating under the name Spiceworks Ziff Davis.
Spiceworks Help Desk Video
Spiceworks Help Desk Competitors
Spiceworks Help Desk Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(243)Community Insights
- Business Problems Solved
- Pros
- Cons
Spiceworks Help Desk has proven to be a versatile and valuable tool for various organizations. Users have utilized this software to efficiently manage their IT support requests, providing a solid interface and quick communication with both users and the IT team. The built-in help desk facilitates smooth communication with vendors and resellers for quotes on hardware, software, and services, making it a convenient one-stop solution. Additionally, Spiceworks Help Desk serves as an asset management discovery tool for networking and computing equipment, offering a primary inventory for desktops, mobile PCs, tablets, and software licenses. With its scanning capabilities, it can even identify security vulnerabilities in the network infrastructure.
The community forums within Spiceworks Help Desk provide a valuable resource for IT professionals to share advice, support, reviews of software and hardware, and user-generated scripts and plugins. Users have reported solving computer problems from start to finish by utilizing features such as inventory comparison, advice from the community forums, and vendor quotes within the platform. The software also allows for analytics on types of requests, time to resolution, and request volume, enabling users to track trends and optimize their support processes.
Spiceworks Inventory is another essential component of the Spiceworks suite that enables users to discover and inventory network-connected devices like iLO, Windows, Linux, Macs, printers, routers, switches, etc. It provides detailed device information such as make, model, warranty info, RAM, CPU, disk space, hardware components, and applications. This feature allows for effective system management within the organization.
Overall, Spiceworks Help Desk has been praised for its ease of use during setup and its clean interface. It offers incredible monitoring features along with a variety of customization options that cater to individual needs. With its wide range of functionalities encompassing help desk management, inventory tracking, security monitoring, and knowledge base centricity - all backed by excellent customer support - it has become a go-to solution for IT professionals across industries.
Intuitive and User-Friendly Interface: Users have consistently praised the intuitive and user-friendly interface of Spiceworks Help Desk. Many reviewers have stated that the clean and efficient design of the ticketing system makes it easy to navigate and manage support requests. This user-friendly interface contributes to a smooth and seamless task completion, enhancing the overall user experience.
Convenient User Portal: The user portal in Spiceworks Help Desk provides a convenient landing page for end users to create and update tickets. Numerous users have expressed appreciation for the accessibility factor, as the user portal can be accessed via a browser without requiring specialized software. This accessibility adds to the usability and convenience of Spiceworks Help Desk, allowing anyone to submit help requests easily.
Customization Options: The ability to customize workflows, inventory management, and response management in Spiceworks Help Desk has been highly valued by users. Many reviewers have mentioned how they appreciate the flexibility provided by this software, as it allows them to tailor it according to their specific business needs. The customizable aspects contribute to its adaptability and usefulness for different organizations.
Loss of desktop functionality: Several users have reported that the replacement of the desktop version of Spiceworks with the online version has resulted in a loss of core functionality.
Limitations in cloud email integration: Some users have expressed dissatisfaction with the cloud version of Spiceworks, specifically regarding its limitations when receiving emails from specially made applications. This limitation negatively impacts the overall user experience.
Resource-intensive and occasional hanging: Users have experienced issues with Spiceworks using a significant amount of system resources, particularly on Windows systems. Additionally, some users have mentioned that they encounter occasional hangs or freezes while using the software, although a system reboot usually resolves this problem.
Attribute Ratings
Reviews
(1-4 of 4)Spiceworks Help Desk Review
- Workflow
- Customization
- Inventory
- Response Management
- Escalation
- The desktop version has been supplanted by the online version (and a local version of that online version), losing a lot of core functionality
- Ticket collision
- Ticketing
- Reporting
- Inventory
- System Alerts
- The Community
- Spiceworks Live Events
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 70%7.0
- Subscription-based notifications
- 90%9.0
- ITSM collaboration and documentation
- 100%10.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- Internal knowledge base
- 90%9.0
- Customer portal
- 70%7.0
- Social integration
- 50%5.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 70%7.0
- At the low price of free, it has had instant ROI over previous helpdesk tracking, even when including the value of labor spent on ticket management
- The live events are always educational and worth the time.
- The community is top notch
- The product reviews are unbiased and fair, as well as coming from real-world users
The community is top-tier, and their use of gamification principles goes beyond other communities to being an honestly fun system. The live events are worth every second spent watching them, and their annual conference is, in my opinion, the best conference of the year.
- IT Support
- IT Projects
- IT Purchases
- We track project timelines in it
- Other service departments - HR, Finance, etc. that are service oriented.
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Implemented in-house
Second phase was taking that data, reviewing it, and setting items like categories and SLAs
Third phase was implementing those items into Spiceworks
Fourth phase was setting up email integration to our helpdesk email
Fifth phase was opening up the web interface
Sixth was launch
- No major issues were encountered.
- Task and follow-up entry
- Reporting
- Inventory
- Add-ons and plugins (like every system)
Spiceworks Review
- Network device inventorying.
- Locating new devices and rogue devices.
- Inventorying installed software to maintain compliance with guidelines.
- Keeping up with hardware specs for life-cycle management.
- Identifying unusual network traffic.
- Keeping up with server up-time and alerting if a server or cloud service is down.
- Asset location tracking.
- Verifying Warranty information on brand name PCs.
- Their help desk feature, while robust, tends to be a little quirky for end users.
Needs some work: Knowledge base needs to be more easily customizeable for internal systems only.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 70%7.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 70%7.0
- Ticket creation and submission
- 70%7.0
- Ticket response
- 80%8.0
- External knowledge base
- 100%10.0
- Internal knowledge base
- 70%7.0
- Customer portal
- 80%8.0
- IVR
- 70%7.0
- Social integration
- 80%8.0
- Email support
- 90%9.0
- Help Desk CRM integration
- 80%8.0
- Most parts of Spiceworks are Free, so how can one complain about that!
- Device Inventory management
- Rogue Device detection
- Network Mapping
- Identification of Applications on Workstations.
- Workstation hardware specifications analysis.
- Lifecycle management of Workstations
- Looking into the helpdesk features which appear quite robust.
- Internal FAQ and Knowledgebase.
- Price
- Product Features
- Product Usability
- Product Reputation
- Third-party Reviews
- Implemented in-house
- The fact that it cannot use Microsoft SQL for its db, but instead it self-install it own little SQL lite.
- This makes it difficult for us to use with our primary reporting server/service.
- Overall the product is simple to set up and get up and running in a minimal amount of time.
- I wish Spiceworks would support installation on Microsoft SQL as opposed to forcing the use of its built in SQL-lite which makes reporting outside of the UI difficult at best.
Spicetabulous
- Allows my team to quantify their daily workload and predict heightened workload based on trends.
- Allows me to provide my employer with solid tangible data when it comes to proposals, or requests for additional budget/head count.
- Provides a simpler means to inventory our hardware.
- Better ticketing views. I would like to see nested ticket attributes and categories.
- SpiceWorks as a non web-based app would be nice to have.
- More bandwidth, network, and hardware monitoring features would be a big plus.
- Faster helpdesk turn-around.
- More efficient inventory management.
- Transparency.
- cost
- functionality
- ease of use
- report function
- predicting demand trends
- network diagnostic
- hardware diagnostic
Spiceworks, Where IT goes to work
- But it's created and supported as if it was a very expensive program.
- Web-based. Got a browser? You can get your tickets.
- MUCH. INFORMATION. If you know a little SQL, you can get it to tell you just about anything about your network.
- Community. Adjacent to the program is a flourishing community of, I think at this point, over 5 million users. Reviews, how-tos, vendors, anything you could need in a forum, plus a plate of bacon.
- Access to devs. Not only is their support great, but through the community, you can get some access to the developers. I'm currently bugging them over some feature requests. :)
- Plug-ins. There are a few features, like nesting sub categories when creating a ticket that you would expect to be standard, but are only supported by plugins. It's not fun when you depend on a feature you get from a plugin, and the creator stops working on it.
- SQLite isn't my favorite thing in the world, but it's what I have to fight to write custom reports.
- It takes a lot less time to open tickets
- Track-it and Service Center
- Implemented in-house
- Learning how to get a third-party plugin to play right.
- Creating/working with tickets
- Inventory
- Reporting
- Everything
- writing custom reports in SQLite