What users are saying about
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Top Rated
193 Ratings

Spiceworks

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Top Rated
193 Ratings
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Score 8.4 out of 101

Likelihood to Recommend

Spiceworks

It is very user friendly for all levels of tech savvy-which we have on our team. Users can quickly access Spiceworks and easily log a support request. They can also specify preference for contact, including email follow up of ticket status. It's not overly complicated and was easy to implement with a team that is very used to just emailing or calling in requests to the support team.
No photo available

Feature Rating Comparison

Incident and problem management

Spiceworks
8.2
Organize and prioritize service tickets
Spiceworks
7.9
Expert directory
Spiceworks
7.7
Subscription-based notifications
Spiceworks
8.2
ITSM collaboration and documentation
Spiceworks
7.6
Ticket creation and submission
Spiceworks
8.7
Ticket response
Spiceworks
8.9

Self Help Community

Spiceworks
8.4
External knowledge base
Spiceworks
9.0
Internal knowledge base
Spiceworks
7.9

Multi-Channel Help

Spiceworks
8.3
Customer portal
Spiceworks
8.5
IVR
Spiceworks
8.9
Social integration
Spiceworks
7.7
Email support
Spiceworks
8.9
Help Desk CRM integration
Spiceworks
7.6

Pros

Spiceworks

  • Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
  • Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
  • Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Andrew Shannon profile photo

Cons

Spiceworks

  • I've come across a few things about Spiceworks that could use refinement, one of which being the network scanning/inventory feature. I've come to notice that handling stale/expired inventory is a bit of a hassle within the database, however there are independent user tweaks and tips that allow an competent IT pro to work around and cleanup inventory.
  • I would REALLY like the ability to fully customize the Help Desk Portal within Spiceworks itself without the need of directly modifying the page code or using a third-party module. the base Portal design is great, however it is not nearly as customize-able as it could/should be.
  • I've noticed that the Spiceworks installation on a server sometimes has a hard time restarting, will hang upon service restart, or will sometimes just "die" (for lack of a better term) however a simple reboot of the server usually resolves the issue. I do not have a dedicated Spiceworks server, so that *could* be the issue. In the real-world most IT departments wouldn't necessarily be dedicating a server just to Spiceworks, however with Virtualization being what it is now, if you have the spare resources, it could be a good idea to dedicate a VM to the install.
Brent Long profile photo

Likelihood to Renew

Spiceworks

Spiceworks 7.0
Based on 26 answers
Spiceworks does what I have not seen any other system do. It consolidates many excellent features into one dashboard. We no longer have to mange 4 or 5 different services. Our Spiceworks install has us covered both from computer management as well as from a help desk ticketing system standpoint. I'd give it a 10 because it meets our needs and it has surpassed our expectations
Tim Catania profile photo

Usability

Spiceworks

Spiceworks 8.0
Based on 5 answers
It requires a bit of exploration and playing, but once learned it is quite robust.
No photo available

Reliability and Availability

Spiceworks

Spiceworks 10.0
Based on 3 answers
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
Patrick Yeager profile photo

Support

Spiceworks

Spiceworks 9.9
Based on 7 answers
Excellent service, knowledgeable staff.
Demitri Pevzner profile photo

Implementation

Spiceworks

Spiceworks 8.0
Based on 5 answers
The fact that it cannot use Microsoft SQL for its db, but instead it self-installs it own little SQL lite. This makes it difficult for us to use it with our primary reporting server/service.
No photo available

Alternatives Considered

Spiceworks

Spiceworks was the clear winner in the battle of the Help Desk solutions for us. The options, features, and abilities provided within the software, combined with the cost, the productivity benefits, and the rollout process made it an easy decision. The real "push" over the competition had to absolutely be the Forums and Spiceworks Community available for questions, support, and technical answers at any time of the day, anywhere in the world!
Brent Long profile photo

Return on Investment

Spiceworks

  • ROI is, of course, AMAZING since this is a FREE product!! It is a dream when presenting it to management, and quite the easy sell!
  • Efficiency is the name of the game for this software and it provides IT departments and a user base the advanced ability to manage many off the daily needs and aspects of technology within an organization!
  • My IT department and overall company has benefited greatly from this software and it shows in our productivity, user satisfaction, and issue resolution times.
Brent Long profile photo

Pricing Details

Spiceworks

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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