Spiceworks, the T-Rex of Help Desks.
Currently we use three different Spiceworks help desks for three different departments. It started for IT use and eventually our …
Spiceworks Help Desk
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Spiceworks Help Desk
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Popular Features
View all 13 featuresTicket response (50)
9.1
91%
Ticket creation and submission (51)
9.1
91%
External knowledge base (45)
9.0
90%
Organize and prioritize service tickets (51)
8.8
88%
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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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features Scorecard
Incident and problem management
8.5
85%
Self Help Community
8.7
87%
Multi-Channel Help
7.5
75%
Product Details
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.
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Spiceworks Help Desk Overview
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Spiceworks Help Desk Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Frequently Asked Questions
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 is generously backed by multiple investors, most notably Goldman Sachs.
What are Spiceworks Help Desk's top competitors?
BMC FootPrints, BMC Helix Remedyforce, and Pulseway are common alternatives for Spiceworks Help Desk.
What is Spiceworks Help Desk's best feature?
Reviewers rate Ticket creation and submission and Ticket response highest, with a score of 9.1.
Who uses Spiceworks Help Desk?
The most common users of Spiceworks Help Desk are from Mid-size Companies and the Information Technology & Services industry.
Reviews and Ratings
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April 27, 2021
Spiceworks, the T-Rex of Help Desks.
Currently we use three different Spiceworks help desks for three different departments. It started for IT use and eventually our Facilities team and Merchandising team both wanted the use of Spiceworks. Both IT and Facilities are on prem. installations whereas the Merchandising team uses the cloud version of Spiceworks. This allows for each department to keep up with what's going on as well as have a trail to search in case of repeat problems or tickets.
- 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.
April 26, 2021
Spiceworks Help Desk Review
Spiceworks Help Desk is used to manage our entire IT helpdesk operation. Users across the entire company access it to submit helpdesk tickets, make purchase requests, and check status. The IT department I oversee works the individual ticket items.
- 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
April 26, 2021
Great ticketing system
We use [Spiceworks Help Desk] to manage technical support tickets for all clients, some of them use our product on tablets, phone, and laptops so [are] important that it runs on almost any device, is web-based and responsive and that allow us to respond to issues effectively and fast, assuring customer satisfaction.
- 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.
End users send in [a] support request to an email address, which is then forwarded to the Spiceworks Help Desk and creates a ticket in the system. Our software support team all receives a notification that a ticket is created and we are able to assign the ticket to ourselves, If a ticket is left unassigned after a chosen time period, we have created a notification so that the manager can go and assign the ticket to the appropriate staff.
- 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].
We recommend Spiceworks Help Desk for smaller clients that are managing their IT issues in-house. Not incredibly intuitive in its business process and flow, it nonetheless is an excellent way for an SMB to start tracking [its] equipment and issues. The reports allow an organization to see what users or systems are creating the most issues and allow you to zero in on how they are trending.
- 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.
Spiceworks Help Desk was used in my organization and in other organizations I help maintain as a turnkey ticketing solution for remote tech support of both the primary locations and branch offices.
- 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
[Spiceworks Help Desk] is used as the primary way for employees to submit requests for IT support, even if they're off site (we went with the cloud solution).
- 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)
I implemented Spiceworks Help Desk 9 years ago at my previous employer. I had a team of 5 technicians and prior to me taking the leadership role there, they had no formal way of tracking help desk requests. It was very easy to implement and it had everything I needed to keep the team organized which ultimately improved on our SLA times. I left that organization 5 years ago and came to a new company that had no formal process in place either. I setup Spiceworks the first week I was here and we have used it ever since. We have run over 10,000 tickets through it so far.
- Creating Tickets from multiple sources
- Simple Reporting
- Free Remote Control
- Great Knowledgebase
- It does everything I need it to do and pretty well.
April 29, 2021
Lots of features, and you can't beat the price!
We currently use Spiceworks Help Desk as an internal network monitoring tool, keeping track of new users, new computers, disk space on servers, devices that are down, etc. We used to use the help desk feature for internal IT help ticket requests but no longer use it for that purpose. We are a small business, so it is used across our whole organization.
- Monitor for devices down or needing updates
- Satisfy SOC audit requirements
- Monitor server disk space
- Monitor printers needing ink/toner
- Good community support
April 26, 2021
Spiceworks Help Desk gets the job done!
We currently use Spiceworks Help Desk to manage tech tickets for a high school with over 200 employees. It is used school-wide. Currently, it's helping us to track and assign tickets to our limited number of tech staff. It also allows the users to see where the ticket sits in terms of progress.
- 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
April 20, 2021
Spiceworks ... Use it every day!!
We needed a way to centralize tickets as former team only used email. I had used other Spiceworks tools prior so decided to test this out and never looked back after implementing it for all in house issues.
- Ticketing
- Custom fields
- Management of tickets
- Reporting tool
- Mobile app
April 08, 2021
Spiceworks a good tool for smart business
Spiceworks is used by IT for Asset information, inventory, and we have tested the helpdesk functions. It performs well and has decent features which will assist in your daily functions. A full-featured ITSM it is not, but it is a wonderful helpdesk offering. It's offered at a great price.
- Inventory
- Asset details
- Helpdesk ticket routing
- Too many ads on UI
- Would like to see a local install
April 26, 2021
Spiceworks Help Desk Makes My Job Simple
Spiceworks Help Desk is a great tool used by our large non-profit organization. We primarily use the tool to organize our technology needs. After submitting a request, our technology department is able to complete the request in an efficient, quick manner.
- Easy to use platform
- Inventory mangement
- Efficient alerts
- Confusing mobile app
- Outdated interface
- Attachment feature needs work
Spiceworks Help Desk is used by the Information Systems department to record all end-user requests for IS support, which includes computer troubleshooting, software installation and assistance, and other, general IS-related requests. Spiceworks helps us by creating a ticket for each user support request; assigning those requests to (or accepting the requests by) the available staff; recording critical system outages; managing communication with users through the ticket itself; and providing basic reporting of ticket-related metrics.
- 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.
April 26, 2021
Great Free Help Desk
We use Spiceworks Help Desk for internal tickets. Most of our users submit support requests through email and Spiceworks picks them up and turns them into tickets. Having a central location for tickets makes sure that requests don't get lost in our individual inboxes.
- 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
April 01, 2020
Spiceworks, all the spice and none of the heartburn.
My company uses Spiceworks to track our IT inventory and help desk tickets along with the projects we have going in our department. We selected it because it has a broader community than our previous solution and offered better adoption and ease of use for our technicians.
- 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.
February 19, 2020
Spiceworks is a great free option
We used it exclusively as a ticketing system to start with. As we have gone on and refined things we are slowly adding to it more and more. At the moment, the main use it still as a ticketing system, but we have recently added inventory information and started using the purchasing section of it. It is being used in the Department of Residence at the moment.
- 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.
February 19, 2020
Spiceworks tool for inventory auditing of hardware and software
The IT Dept is using Spiceworks. It provides us with a great level of detail right down to the memory in a workstation or laptop. The tool provides us with all the information we need to make informed decisions about hardware and software on any of our devices.
- Excel Inventory Reports
- Reports with Hardware details
- Inventory report interface for creation
- Scheduling could be more enhanced for automatic e-mails.
October 04, 2019
Hey Security Practitioners! Here is the perfect free tool to install for performing a risk analysis on your network!
I use it to scan our entire network infrastructure. I use it primarily as a tool to inform me of our security posture. It identified gaps such as workstations without antivirus installed and even how many workstations running a particular operating system is on our network. This tool is very cost efficient (free to be exact) that a security practitioner can use to perform risk analysis. I highly recommend this for security administrators who have a limited budget but still need an effective tool to help in identifying security vulnerabilities on their network.
- Identify workstations with running various operating systems on your network.
- Identify workstations running various anti-virus programs on your network.
- Identify workstations and servers running low on storage capacity.
- Provide dashboards to easily view the current state of your network.
- Spiceworks uses a lot of system resources and does need room for improvement in this area on Windows systems. Sometimes it can hang and a system reboot will clear up the issue.
- Spiceworks should be able to be installed on non-Windows systems such as Linux, Apple MAC OS, or other flavors of unix. So it should have a Linux install available for servers running this OS.
- Running Spiceworks on a workstation along with other programs is not recommended. I would advise installing it on a dedicated server.
January 15, 2020
Great Free Product
We are mostly using Spiceworks to complete auditing and reporting across our network. IT automatically inventories all of our devices and lets us see at a glance the key metrics and measurements that we need to know. We can also put specific notes regarding each device to help us to keep track of things such as hardware faults/fixes/upgrades. We have over 250 devices and counting so it is critical we keep track of these types of things in a central location.
- Inventory.
- Reporting.
- Application deployment.
- Windows updates.
December 10, 2019
The good way to assess your enviroment
Spiceworks has been used to assess our domain network of the whole organization. With its free license up to 100 devices has been useful to:
- Understand vulnerability on our network devices
- Patch level of Windows OS
- Understand vulnerability on our network devices
- Patch level of Windows OS
- Simple web interface.
- 0-day checks.
- A lot of "premade script."
- Better management of scan exclusions.
- Implement a more modern interface.
December 05, 2019
Spiceworks Rulez!
We are using Spiceworks for IT helpdesk ticket submission, reporting, and as a knowledge base repository. We are also using it to track purchases. It is used solely in IT as a way to keep IT issues at the forefront and as a way for users to keep in constant contact with the ticket owner.
- A great way to track communication on IT tickets between the owner and the user.
- Ease of use.
- Reporting.
- Better integration with SSO.
- Integration with MFA.
January 24, 2020
Spiceworks
We use the help desk and inventory applications.
- 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.
January 16, 2020
Spiceworks, can't miss!
We use Spiceworks in a variety of ways.
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.
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.
July 15, 2019
Most effective and powerful ticketing platform
I would say Spiceworks is very easy to set up. It is no doubt simple but most functional tool. It's clean, clear and polished interface is highly appreciable. It consists of incredibly amazing monitoring features. It is indeed incomparable free IT software with plenty of benefits. It works more than our expectations. It comprises of a variety of customization options with wonderful performance.
- It is super duper easy to use.
- It is extremely easy to implement.
- Best ways for handling tickets.
- It's could version needs some improvement.
- The email notifications do not have that much unwanted stuff.