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)9.393%
- Ticket response (52)8.989%
- External knowledge base (47)8.888%
- Organize and prioritize service tickets (53)7.575%
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
- 7.5Organize and prioritize service tickets(53) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 5.7Expert directory(46) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.3Subscription-based notifications(41) Ratings
Users subscribe to notifications for ticket updates
- 6.5ITSM 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.
- 9.3Ticket creation and submission(53) Ratings
Users and agents can easily enter new support requests.
- 8.9Ticket response(52) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.8External 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.
- 6.1Customer 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.
- 3.1Social 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
(244)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
(1-25 of 82)Streamlined IT Support Excellence
- Issues Tracking
- Request Management
- Incident Management
- Reporting and Analytics
- Initial Configuration
- Backup and Restore Method needs to be changed
Best free product available
- Easy implementation
- Free licensing for most critical features
- Does a good job of maintaining a free product
- Help desk is a bit underdeveloped
- Lack of flexibility prevents it from being a real monitoring solution
- Creating Tickets from multiple sources
- Simple Reporting
- Free Remote Control
- Great Knowledgebase
- It does everything I need it to do and pretty well.
Lots of features, and you can't beat the price!
- Monitor for devices down or needing updates
- Satisfy SOC audit requirements
- Monitor server disk space
- Monitor printers needing ink/toner
- Good community support
Spiceworks, the T-Rex of Help Desks.
- Easy creation of tickets whether via email or input directly from staff.
- Multiple options including the ability to add-on or modify as needed.
- Easy end user experience in creating and updating tickets.
- User portal giving a landing page for end users accessible via browser.
- The cloud version has some limitations when it comes to how emails are sent to it via specially made applications.
- More roles and notifications options specific to each role.
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
Great ticketing system
- Responsive runs on almost any device.
- Light and easy user interface for both users, administrators, and developers.
- Easy to set up on your own cloud or using their servers.
- The fonts and colors could be more light.
- The UI could be more minimalistic.
- The setup wizard could be better.
Spiceworks Help Desk Makes My Job Simple
- Easy to use platform
- Inventory mangement
- Efficient alerts
- Confusing mobile app
- Outdated interface
- Attachment feature needs work
Spiceworks Help Desk gets the job done!
- Easy creation of tickets
- It's easy to add custom fields
- Adoption is simple
- Metrics can be tracked
- There are ads present, it could be cleaner
- The search function is lacking
- There is some difficulty upgrading
Great Free Help Desk
- Easy for users to submit tickets
- Informative ticket update email notifications
- Smartphone app makes it easy to track tickets on the go
- Ticket updates are at the bottom of the page and require you to click the "More" link to see them. Sometimes our techs miss the latest notes [on] tickets
- Not many customization options in the help desk view for techs
- Searching for old tickets is a little clumsy
- 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.
- Email templates to clients can be a little hard to manage.
- [The] free version has quite a few [advertisements].
- Easy to deploy either cloud or on-premise.
- Access from any device via [a] web browser interface.
- Integrates with active directory.
- Reasonably customizable (even the cloud version) for specific use cases.
- Integration with Spiceworks Community and Partners not always desirable, but there anyway.
- Does not support ITIL guidelines.
- 3rd-Party product integration lacks some ability to fine-tune data flow.
- It's an ad-supported platform, which lowers the cost to entry.
- It's capable of processing hashtags in emails, making it easier to convert user emails into tickets through forwarding with hashtags.
- Is easily customizable to expand the list of available categories, departments, etc.
- 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.
- The dashboard is very helpful for a heads up view of the current status of tickets
- It is very easy to deploy and configure
- It has a wide user base with online help when you run into configuration issues
- Easier integration into other platforms
- The ability to easily backup help desk
- Better mobile support
- Cloud environment requiring nothing more than an email with the right domain is great (no new passwords needed)
- Excellent knowledge base capabilities
- Integration with remote administration tools like VNC
- User portal to act as a kind of IT intranet is VERY flexible
- When cloud hosted, AD integration isn't the best, it forces users to log in and stops working entirely when on premise services are unavailable and passwords aren't known
- Additional support for direct deployment of things would be nice, a lot leans on manual GPOs and other things to leverage the additional information made visible by the Spiceworks Agent, for example
- More workflows available, stuff seen in SolarWinds (tho perhaps this is available now)
Spiceworks ... Use it every day!!
- Ticketing
- Custom fields
- Management of tickets
- Reporting tool
- Mobile app
Spiceworks a good tool for smart business
- Inventory
- Asset details
- Helpdesk ticket routing
- Too many ads on UI
- Would like to see a local install
Spiceworks, all the spice and none of the heartburn.
- Inventory Tracking, its automated scanners can take stock of so much
- Price, it's F R E E, free!
- Adoption is super simple, it's easy for admins and users to learn how to use it.
- Reporting is robust and very easy to use.
- The user portal is a great tool for end-users.
- Has a hosted cloud or on-premise option to accommodate all your needs.
- Add-ons are there, but it can be difficult to find ones that work with your version and for your use-case.
- Task timers are missing. The ability to track time logged on a ticket without having to enter it arbitrarily after the fact would be great but is sadly lacking.
Spiceworks tool for inventory auditing of hardware and software
- Excel Inventory Reports
- Reports with Hardware details
- Inventory report interface for creation
- Scheduling could be more enhanced for automatic e-mails.
Spiceworks is a great free option
- The ticketing system is clean and efficient.
- So many metrics can be tracked.
- The addition of other components can make it a little clunky.
- The aesthetic is a bit busy, could be cleaner.
Spiceworks
- The help desk allows us to have a ticketing system without breaking the bank.
- Collaborations with a huge number of vendors.
- Syncing online help desk with on-site.
Spiceworks Works!
- Each ticket has a timestamp of when it was received, making it easy to see our response times.
- Spiceworks displays live data on how fast we respond and how long it takes us to close requests.
- Recipients added to distribution as CCs do not always get the emails from Spiceworks.
- Spiceworks does not allow us to break up a conversation.
Free and Wonderful!
- Ticketing.
- Community.
- The search function is lacking.
- Help desk
- Inventory
- Slightly more moderating of material
- Less marketing from vendors
Spiceworks, can't miss!
It addresses our need to maintain software and hardware inventories, as well as deal with any of our help desk ticketing. We have, in the past used it in order to ensure that products and services are currently online. The other thing that it addresses is our ability to put any questions out to their community and have valuable feedback provided by community members.
- Strong Community Support.
- Easy integration.
- Less unrelated advertising.
- More articles.