TrustRadius: an HG Insights company

Spiceworks Cloud Help Desk

Score8 out of 10

255 Reviews and Ratings

Get a Demo

What is Spiceworks Cloud 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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Spiceworks Cloud Help Desk has to offer, as determined by TrustRadius' reviewers.
Based on 255 ratings of Spiceworks Cloud Help Desk's features
View all features

Top Performing Features

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

Areas for Improvement

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.6

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 7.9

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.2

Reviews

What users are saying about Spiceworks Cloud Help Desk.
View all reviews

Jeetendar Kumar's Review

Incentivized
Jeetendar KumarView profile
IT Analyst in Information Technology at SIUT (501-1000 employees employees)

Use Cases and Deployment Scope

I have worked on Sspiceworks Help Desk's two features , first to create and manage tickets and secondly I used to manage inventory of all IT equipment's.

Pros

  • User friendly GUI
  • Easy to create new options
  • Simple to take back up of server

Cons

  • More premium features need to be added

Return on Investment

  • It requires one person to manage this software
  • Less expensive

Usability

Alternatives Considered

Jira Service Management and TeamDynamix IT Service Management (ITSM)

Other Software Used

Jira Service Management, Salesforce CMS, Spiceworks Help Desk

Great Helpdesk Software on a Budget

Incentivized
Edwin HarrisonView profile
CTO in Information Technology at CareFirst Medical Management (201-500 employees employees)

Use Cases and Deployment Scope

we have used Spiceworks Help Desk as our helpdesk and inventory software as you cannot beat the price (free) and it works as well as software we were paying over $100 a month for. This has made for a seamless transition and saved much needed IT budget for other items that are more necessary for daily operations

Pros

  • Function as a help desk
  • network inventory
  • a fantastic resource for solutions to problems that other technicians have solved saving valuable time and resources

Cons

  • integrateion options such as google workspace
  • be able to influence built in software like windows defender
  • maybe add some remote and patch management integrations

Return on Investment

  • Reliable helpdesk ticket system
  • reliable network inventory system
  • saves the IT department Money each month

Usability

Alternatives Considered

NinjaOne, N-able N-central and Atera

Other Software Used

Atera, NinjaOne, Splashtop, AnyDesk

Streamlined IT Support Excellence

Sandeep ReddyView profile
System Support Engineer in Information Technology at Novel Office (201-500 employees employees)

Use Cases and Deployment Scope

Spiceworks ticketing tool has great advantage to track day to day issues related or service request related tickets, User interface was much easy and has multiple options to explore for various kinds of tickets. We manage all IT-related support and service management within our organization using Spiceworks Help Desk. The major problem which we had faced was its initial configuration, where authentication methods has been changed so it is little bit complicated for first time users to configure.

Pros

  • Issues Tracking
  • Request Management
  • Incident Management
  • Reporting and Analytics

Cons

  • Initial Configuration
  • Backup and Restore Method needs to be changed

Return on Investment

  • Improved Efficiency
  • Cost savings
  • Visibility and Insights

Alternatives Considered

Zendesk Chat

Other Software Used

MySQL, Microsoft Azure, Amazon Web Services

Spiceworks, the T-Rex of Help Desks.

Incentivized
Mike Goularte
IT Technician in Information Technology at Briarpatch Food Coop (51-200 employees employees)

Pros

  • 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.

Cons

  • 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.

Most Important Features

  • Ticket created via email, IT employee, or user portal giving multiple options.
  • Customizable features such as auto-responses, categories, and even sub tickets to document side work that applies to the main ticket.
  • Easy access to the community to research problems and find answers or solutions needed.
  • Multiple users access levels to limit or not limit what a help desk user can do.

Return on Investment

  • ROI is very high with the price being free for either on premises or cloud based help desk options.
  • Adaptable to more than just an IT department. Example: using it for Facilities to track work done or needing to be done.
  • Easy reply to email system for end users to utilize. An email update automatically updates tickets even including attachments if applicable.
  • Low learning curve for new users of the help desk allowing for quicker start times for those employees.

Other Software Used

Unitrends Data Center Backup and Recovery, Veeam Backup for Microsoft Office 365, Code42 (formerly CrashPlan), Sophos XG Firewall

Spiceworks Help Desk Review

Incentivized
Joe ForanView profile
Director Of Information Technology and HIPAA Privacy Officer in Information Technology at Continuum of Care (501-1000 employees employees)

Pros

  • Workflow
  • Customization
  • Inventory
  • Response Management
  • Escalation

Cons

  • 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

Most Important Features

  • Ticketing
  • Reporting
  • Inventory
  • System Alerts
  • The Community
  • Spiceworks Live Events

Return on Investment

  • 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

Alternatives Considered

Jira Service Management (Jira Service Desk), SysAid and Dragon RMM (ITarian / Comodo ONE)

Other Software Used

Zoom, Microsoft Teams

Usability

Related Products

Products similar to Spiceworks Cloud Help Desk that may also meet your needs.
All comparisons
BMC Helix Remedyforce
CompareLearn more
BMC FootPrints
CompareLearn more
Pulseway
CompareLearn more
Web+Center
CompareLearn more