Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Spiceworks Help Desk
Score 8.3 out of 10
N/A
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…N/A
Pricing
Spiceworks Help Desk
Editions & Modules
All Tiers
Free
Offerings
Pricing Offerings
Spiceworks Help Desk
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Spiceworks Help Desk
Considered Both Products
Spiceworks Help Desk
Chose Spiceworks Help Desk
Spiceworks Help Desk was picked because of its user-friendly design, low pricing, and basic ticketing capabilities that fit our organization's requirements. Its built-in knowledge base and active user community boosted the effectiveness of our IT support operations. While it …
Chose Spiceworks Help Desk
In my opinion, we have a much richer experience with Solarwinds. It basically ramps up all the features of Spiceworks to the next level and enforces a proper ITIL framework into the process. Integration with Dameware is a much better experience than Spiceworks' connection to …
Chose Spiceworks Help Desk
Spiceworks Help Desk is simple and easy to install. It takes very little skill to get it installed and working. There are no expensive components needed to run the software and virtually no maintenance.
Chose Spiceworks Help Desk
Trialing Zendesk and a few others, they are very well done programs which do what is needed and even more at a cost. The free price tag of Spiceworks is well worth it for our business and environment. We chose Spiceworks for the ease of use on both IT and end users' ends and …
Chose Spiceworks Help Desk
[Its] simplicity, [the] easy user interface for both technicians and end-users, and stability, plus the ability to locally control data access (we're highly regulated regarding privacy and records rights), puts it in its own class. While it may not do everything larger systems …
Chose Spiceworks Help Desk
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the …
Chose Spiceworks Help Desk
Overall, Spiceworks Help Desk is an easy-to-use option at a GREAT cost. We didn't feel that any other products offered anything that Spiceworks couldn't so we haven't felt the need to explore any more companies. The Spiceworks FREE option is great on its own and it's hard to …
Chose Spiceworks Help Desk
Spiceworks Help Desk is free, which is an advantage. It also includes inventory tracking. Mojo help desk does not rely on Windows as a platform. Spiceworks Help Desk also allows for add ons and reporting.
Chose Spiceworks Help Desk
Spiceworks is a great option for a free help desk. In terms of features, it is similar to the free level of Freshdesk. If you want a lot of features and customization though, you should look at JitBit Help Desk or the paid tiers of Freshdesk. Both offer better reporting, …
Chose Spiceworks Help Desk
Spiceworks is much cheaper and does the job well for one organization. ConnectWise Manage works better for an MSP that is handling multiple companies and wants to keep them separated.
Chose Spiceworks Help Desk
We found that for entry-level SMB in-house needs that Spiceworks had an impressive range of features and options at an unbeatable price-free! For our in-house and multi-tenant needs, we use a different product that is more appropriate to our particular needs, but with no cost …
Chose Spiceworks Help Desk
We tried to use Jira for ticketing, but it doesn't support hashtag updating of tickets through email. We find it helpful to be able to convert emails from users into tickets by forwarding them to the help desk email address and including hashtags for ticket assignment, …
Chose Spiceworks Help Desk
[Spiceworks Help Desk] was much easier to roll out since it didn't require any custom development from or development team. It also had an existing mobile app that was easy to deploy.
Chose Spiceworks Help Desk
Cost was the big factor here. While we already used TeamViewer there were some limitations for the helpdesk and some only available with increased cost on the inventory side. Ivanti was used in Europe but very pricey to add to the Americas. While we used Dynamics CRM, we had a …
Chose Spiceworks Help Desk
A lot of the competition starts with some free options, but bare minimum or "paid only modules" etc. And their support is often either non existent or convoluted while Spiceworks Help Desk is both great and responsive as well as having an open community and forums. You can …
Chose Spiceworks Help Desk
SolarWinds is far superior but it is a locally installed application. I think each does things well. For a free or paid no-ad version legacy style it was great. As for cloud-only options, I think there are still some things that need to be improved on. There needs to be …
Chose Spiceworks Help Desk
Teamwork has many features that I wish Spiceworks had, but Spiceworks has the price that can't be beaten. There are some things that would make it better, but those are things that I can train my technicians on and we can live without the operational cost associated with …
Chose Spiceworks Help Desk
We love the JitBit side of things for the help desk component of our system. We have a lot more customization available with JitBit vs. the Spice works application. The features for JitBit are the ones we are looking for, and as such, we have moved our ticketing to JitBit …
Chose Spiceworks Help Desk
We have not looked at anything recently due to how well Spiceworks has been working. Other parts of campus are using other programs that one day may be forced upon us. At the moment we are very happy with what we are using and will not be looking elsewhere if we do not have to.
Chose Spiceworks Help Desk
Spiceworks does so many things in a variety of ways that it is hard to compare it to other products. Keep in mind that freeware has limits, but if the Spiceworks tools fit your need and management doesn't complain then go for it. Paid software has plenty of benefits, but you …
Chose Spiceworks Help Desk
We are in the process of looking at Remote Monitoring & Management tools as we are growing so rapidly. We have been checking out demos & reading reviews of these other applications and they are way more feature-rich than Spiceworks - however, they come at a cost and will …
Chose Spiceworks Help Desk
N/A - I have not evaluated other products similar to Spiceworks
Chose Spiceworks Help Desk
Spiceworks is a tremendous help when it comes to finding a solution to a problem in IT. The other search engines are a good tool but at Spiceworks, you can get down to the point and get answers from people who have more knowledge and experience than you. Then you can learn at …
Chose Spiceworks Help Desk
Spiceworks has all of the features we would require. It matched up well in features and definitely price!
Top Pros
Top Cons
Features
Spiceworks Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Spiceworks Help Desk
7.4
54 Ratings
6% below category average
Organize and prioritize service tickets7.453 Ratings
Expert directory5.646 Ratings
Subscription-based notifications7.241 Ratings
ITSM collaboration and documentation6.444 Ratings
Ticket creation and submission9.153 Ratings
Ticket response8.752 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Spiceworks Help Desk
7.3
51 Ratings
6% below category average
External knowledge base8.847 Ratings
Internal knowledge base5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Spiceworks Help Desk
5.3
51 Ratings
37% below category average
Customer portal6.145 Ratings
IVR4.010 Ratings
Social integration3.126 Ratings
Email support8.045 Ratings
Help Desk CRM integration5.027 Ratings
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Spiceworks Help Desk
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User Ratings
Spiceworks Help Desk
Likelihood to Recommend
8.8
(82 ratings)
Likelihood to Renew
10.0
(29 ratings)
Usability
8.6
(8 ratings)
Availability
10.0
(3 ratings)
Performance
8.0
(1 ratings)
Support Rating
8.7
(26 ratings)
Implementation Rating
10.0
(7 ratings)
Product Scalability
10.0
(1 ratings)
User Testimonials
Spiceworks Help Desk
Likelihood to Recommend
Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
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Pros
Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
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Cons
Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
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Likelihood to Renew
Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
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Usability
Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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Reliability and Availability
Spiceworks Ziff Davis
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.
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Support Rating
Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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Implementation Rating
Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
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Alternatives Considered
Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
Read full review
Return on Investment
Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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