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Spiceworks Help Desk

Spiceworks Help Desk

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…

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Learn from top reviewers

Streamlined IT Support Excellence

Rating: 9 out of 10
September 21, 2023
Vetted ReviewVerified User
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 e...
Continue reading
Sandeep Reddy
Engineer - Information Technology
System Support Engineer
Novel Office
Spiceworks Help Desk2 years of experience

Best free product available

Rating: 8 out of 10
July 1, 2022
Vetted ReviewVerified User
Primarily network discovery, inventory and help desk. We used the alerts system regularly until we replaced that functionality with a true network monitoring service. We used ...
Continue reading
Verified user
Director
Spiceworks Help Desk10 years of experience

Great Tool for Small and Midsize Enterprise IT Departments

Rating: 9 out of 10
May 3, 2021
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
Jeff Reed
Director - Information Technology
IT Director
The Buccini Pollin Group
Spiceworks Help Desk9 years of experience

Lots of features, and you can't beat the price!

Rating: 9 out of 10
April 29, 2021
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
Kelly Turner
Project Manager - Information Technology
Project Manager
ProBenefits, Inc.
Spiceworks Help Desk5 years of experience

Spiceworks, the T-Rex of Help Desks.

Rating: 10 out of 10
April 27, 2021
IncentivizedVetted ReviewVerified User
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 wa...
Continue reading
Mike Goularte
Technician - Information Technology
IT Technician
Briarpatch Food Coop
Spiceworks Help Desk7 years of experience

Spiceworks Help Desk Review

Rating: 9 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 chec...
Continue reading
Joe Foran
Director - Information Technology
Director Of Information Technology and HIPAA Privacy Officer
Continuum of Care
Spiceworks Help Desk15 years of experience

Great ticketing system

Rating: 8 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
Héctor Aguilar
Administrator - Information Technology
Ruby on Rails Developer
Chunch.es
Spiceworks Help Desk2 years of experience

Spiceworks Help Desk Makes My Job Simple

Rating: 9 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 tec...
Continue reading
Verified user
Director
Spiceworks Help Desk4 years of experience

Spiceworks Help Desk gets the job done!

Rating: 9 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
Cynthia Hinderliter
Director - Information Technology
Dept Chair of IT
Pekin Community High School
Spiceworks Help Desk10 years of experience

Great Free Help Desk

Rating: 8 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 ce...
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Verified user
Director
Spiceworks Help Desk7 years of experience

Spiceworks is highly recommended. Did I mention it was free?

Rating: 10 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 al...
Continue reading
Justin Reslan
Supervisor - Information Technology
Software Support Specialist
Kerkering, Barberio & Co.
Spiceworks Help Desk5 years of experience

Spiceworks Help Desk- A Great Deal Even if They Charged for It!

Rating: 7 out of 10
April 26, 2021
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
David Yates
C-Level Executive - Corporate
President
Geeks-r-Us, Inc.
Spiceworks Help Desk5 years of experience

Spiceworks Help Desk is a great ad-supported option for coordinating end user support

Rating: 7 out of 10
April 24, 2021
IncentivizedVetted ReviewVerified User
Spiceworks Help Desk is used by the Information Systems department to record all end-user requests for IS support, which includes computer troubleshooting, software installati...
Continue reading
Verified user
Supervisor
Spiceworks Help Desk6 years of experience

Spiceworks Help Desk is powerful software at a community price.

Rating: 9 out of 10
April 23, 2021
IncentivizedVetted ReviewVerified User
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 locatio...
Continue reading
David Gregoire
Director - Information Technology
IT Director
Nevada Corporate Headquarters
Spiceworks Help Desk7 years of experience

Spiceworks' Help Desk will SAVE your IT department! And your budget.

Rating: 10 out of 10
April 23, 2021
IncentivizedVetted ReviewVerified User
[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).
Continue reading
William Votta
Manager - Information Technology
IT Manager of the Americas
Nelipak Healthcare Packaging
Spiceworks Help Desk16 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Sandeep Reddy
System Support Engineer
Novel Office (Real Estate, 201-500 employees)
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Pricing

View all pricing

All Tiers

Free

Cloud

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Spiceworks Help Desk Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

7.5
Avg 7.6

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.

5.2
Avg 7.5
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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.

Spiceworks Help Desk Video

Spiceworks Help Desk Overview

Spiceworks Help Desk Competitors

Spiceworks Help Desk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

BMC FootPrints, BMC Helix Remedyforce, and Pulseway are common alternatives for Spiceworks Help Desk.

Reviewers rate Ticket creation and submission highest, with a score of 9.8.

The most common users of Spiceworks Help Desk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(245)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

Reviews

(1-25 of 82)
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Streamlined IT Support Excellence

Rating: 9 out of 10
September 21, 2023
SR
Sandeep Reddy
System Support Engineer
Novel Office (Real Estate, 201-500 employees)
Vetted Review
Verified User
Spiceworks Help Desk
2 years of experience
View profile
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 and Cons
  • Issues Tracking
  • Request Management
  • Incident Management
  • Reporting and Analytics
Likelihood to Recommend
Spiceworks Help Desk is ideal for handling support, problems, and service requests. It excels at ticketing, request, and incident tracking, and it includes a knowledge library for typical problem remedies. However, it may be less suitable for large firms with complicated processes and considerable customization requirements, as well as organizations requiring service management outside of IT.

Best free product available

Rating: 8 out of 10
July 01, 2022
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
10 years of experience
Use Cases and Deployment Scope
Primarily network discovery, inventory and help desk. We used the alerts system regularly until we replaced that functionality with a true network monitoring service. We used the help desk until we replaced it with SolarWinds Service Desk cloud. We mainly used inventory to track software usage as the fixed assets were already being monitored by our finance group.
Pros and Cons
  • Easy implementation
  • Free licensing for most critical features
  • Does a good job of maintaining a free product
Likelihood to Recommend
If you're limited by budget, there is no better free solution. We used it for about 7 years and only moved on because we felt like we outgrew the feature set. Little to no risk to throw it on a new VM and see how it works in your organization - when you see it at work with your data you'll be convinced of the value.

Great Tool for Small and Midsize Enterprise IT Departments

Rating: 9 out of 10
Incentivized
May 03, 2021
JR
Jeff Reed
IT Director
The Buccini Pollin Group (Real Estate, 201-500 employees)
Vetted Review
Verified User
Spiceworks Help Desk
9 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Creating Tickets from multiple sources
  • Simple Reporting
  • Free Remote Control
  • Great Knowledgebase
Likelihood to Recommend
If you are looking for a Free or Low Cost Help Desk for a Small to Midsize Team, Spiceworks is a perfect tool. Larger Organizations may need something more robust. We are a shop of 4 techs and close to 500 users and it works very well.

Lots of features, and you can't beat the price!

Rating: 9 out of 10
Incentivized
April 29, 2021
KT
Kelly Turner
Project Manager
ProBenefits, Inc. (Hospital & Health Care, 11-50 employees)
Vetted Review
Verified User
Spiceworks Help Desk
5 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • Monitor for devices down or needing updates
  • Satisfy SOC audit requirements
  • Monitor server disk space
  • Monitor printers needing ink/toner
  • Good community support
Likelihood to Recommend
For a small business with a limited network infrastructure, this is a great, free tool for monitoring and help desk support. In addition, there is a great community of IT specialists who have contributed to its development and are always willing to help out with configuration or issues.

Spiceworks, the T-Rex of Help Desks.

Rating: 10 out of 10
Incentivized
April 27, 2021
MG
Mike Goularte
IT Technician
Briarpatch Food Coop (Retail, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
7 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
I would recommend it highly. With the cost of free and the customizable options the ROI is fairly high. If the company is too large I may not recommend it, but most small to medium businesses could use this help desk to it's fullest. Larger businesses with 1000+ employees spread out over large areas may be more difficult to use depending on what the company does.

Spiceworks Help Desk Review

Rating: 9 out of 10
Incentivized
April 26, 2021
JF
Joe Foran
Director Of Information Technology and HIPAA Privacy Officer
Continuum of Care (Hospital & Health Care, 501-1000 employees)
Vetted Review
Verified User
Spiceworks Help Desk
15 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • Workflow
  • Customization
  • Inventory
  • Response Management
  • Escalation
Likelihood to Recommend
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.

Great ticketing system

Rating: 8 out of 10
Incentivized
April 26, 2021
HA
Héctor Aguilar
Ruby on Rails Developer
Chunch.es (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Spiceworks Help Desk
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
For technical issues, when you have an external customer works awesomely, as well for internal IT ticketing, for development tickets that need more details, there are better tools like Jira Ticketing to manage them since more information is required in order to fix bugs or add new features our customers expect.

Spiceworks Help Desk Makes My Job Simple

Rating: 9 out of 10
Incentivized
April 26, 2021
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
4 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Easy to use platform
  • Inventory mangement
  • Efficient alerts
Likelihood to Recommend
Spiceworks Help Desk from the user end is very simple. Once you submit your technology needs, I automatically receive an email stating that my ticket was received and is being processed. It's also helpful to have the VNC feature so that my IT department can automatically VNC into my computer if it's a quick fix. At times Spiceworks Help Desk can be tricky because as someone who's not in a Tech role at my company, it can be hard to describe what I need assistance with writing.

Spiceworks Help Desk gets the job done!

Rating: 9 out of 10
Incentivized
April 26, 2021
CH
Cynthia Hinderliter
Dept Chair of IT
Pekin Community High School (Education Management, 201-500 employees)
Vetted Review
Verified User
Spiceworks Help Desk
10 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Easy creation of tickets
  • It's easy to add custom fields
  • Adoption is simple
  • Metrics can be tracked
Likelihood to Recommend
This works for us in a couple of different ways. It allows users to create their own tickets OR we can input directly. It is very easy to modify tickets if additional information is added. It is an easy end-user experience in creating and updating tickets. The portal also gives a landing page for all users.

Great Free Help Desk

Rating: 8 out of 10
Incentivized
April 26, 2021
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
7 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Easy for users to submit tickets
  • Informative ticket update email notifications
  • Smartphone app makes it easy to track tickets on the go
Likelihood to Recommend
Spiceworks Help Desk is a great entry-level help desk package and the price (free) can't be [beaten]. If you only have a few technicians then it might be a good fit for you. Users can submit tickets via email or through the support portal. One feature that we like is the ability to customize the email notifications to suit our needs and include our logo. It makes things look a bit more professional. There aren't a lot of bells and whistles in Spiceworks but what it does, it does well.

Spiceworks is highly recommended. Did I mention it was free?

Rating: 10 out of 10
Incentivized
April 26, 2021
JR
Justin Reslan
Software Support Specialist
Kerkering, Barberio & Co. (Accounting, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
5 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Spiceworks is perfect for an environment that is looking for a low-cost custom-made solution to handle your IT Support requests. It may not work well for an MSP that manages multiple companies and wants to keep them separated.

Spiceworks Help Desk- A Great Deal Even if They Charged for It!

Rating: 7 out of 10
Incentivized
April 26, 2021
DY
David Yates
President
Geeks-r-Us, Inc. (Computer & Network Security, 1-10 employees)
Vetted Review
Verified User
Spiceworks Help Desk
5 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
We find it most helpful in a single-entity small-business/for-impact organization environment. We have not found it particularly effective when used with organizations supporting larger or on-contract IT teams. Our only exception to this is when budgetary requirements of other commercial products are outside of an organization's budget, and then the totally free aspect of Spiceworks can be particularly helpful.

Spiceworks Help Desk is a great ad-supported option for coordinating end user support

Rating: 7 out of 10
Incentivized
April 24, 2021
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
6 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
If an organization lacks a help desk ticketing system or perhaps is currently paying a lot for one that does nothing but track help desk requests, then Spiceworks Help Desk could be a good no/low-cost option. We tried using Spiceworks Help Desk's other features for tracking assets but found it wanting. If you need a solution that offers a help desk tool, asset tracking, software deployment, and other features, then it's probably best to pay for another solution.

Spiceworks Help Desk is powerful software at a community price.

Rating: 9 out of 10
Incentivized
April 23, 2021
DG
David Gregoire
IT Director
Nevada Corporate Headquarters (Professional Training & Coaching, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
7 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
Spiceworks [Help Desk] is well suited for small businesses looking for a turnkey solution to handle IT ticketing workflow. I would say that it isn't as well suited for larger businesses where tight integration and reporting is required.

Spiceworks' Help Desk will SAVE your IT department! And your budget.

Rating: 10 out of 10
Incentivized
April 23, 2021
WV
William Votta
IT Manager of the Americas
Nelipak Healthcare Packaging (Packaging & Containers, 501-1000 employees)
Vetted Review
Verified User
Spiceworks Help Desk
16 years of experience
View profile
Use Cases and Deployment Scope
[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).
Pros and Cons
  • 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
Likelihood to Recommend
I already have recommended [Spiceworks Help Desk], many times. It's such a simple onboarding and very powerful. When you just need SOMETHING this is way, way better than nothing. It has app support, is totally $0 cost and even extensible (especially if used on premise). There's even a lot that can be done on the inventory side which I use along side the cloud piece for inventory purposes alone. It's great to know what's out there (albeit for most accurate info the Spiceworks Agent should be installed).

Spiceworks ... Use it every day!!

Rating: 10 out of 10
Incentivized
April 20, 2021
TR
Tim Roberts
IT Network Coordinator
Miller Environmental Group, Inc. (Chemicals, 201-500 employees)
Vetted Review
Verified User
Spiceworks Help Desk
6 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • Ticketing
  • Custom fields
  • Management of tickets
Likelihood to Recommend
Any SMB that needs an effective ticketing tool should look into Spiceworks before even looking at paid for tools. It has been used here for a multi-state/national company here in the U.S. for over five years and haven't looked back.

Spiceworks a good tool for smart business

Rating: 8 out of 10
Incentivized
April 08, 2021
JM
Jeremy Mayfield
IT Director
Suwannee American Cement LLC (Mining & Metals, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
24 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • Inventory
  • Asset details
  • Helpdesk ticket routing
Likelihood to Recommend
Its a good small business platform, but I do not know how well it would fit into a larger enterprise like a SolarWinds. If you are looking for a full ITSM with integration you might need to look at something else. For Helpdesk needs, you can not go wrong with this option from Spiceworks.

Spiceworks, all the spice and none of the heartburn.

Rating: 9 out of 10
Incentivized
April 01, 2020
DS
Dan Sarauer
Computer Support Supervisor
City of Eau Claire (Government Administration, 501-1000 employees)
Vetted Review
Verified User
Spiceworks Help Desk
13 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
For someone who is looking to get a ticketing system in place rather than having to sift through troubled users' emails, Spiceworks is perfect and the price is right. It's also a great tool to take inventory and stock of what you have in place and are deploying. It lacks in having detailed metrics because it relies on the technicians to do the time logging.

Spiceworks tool for inventory auditing of hardware and software

Rating: 9 out of 10
Incentivized
February 19, 2020
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
4 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Excel Inventory Reports
  • Reports with Hardware details
Likelihood to Recommend
The Spice works tool is excellent for companies on a tight budget to get an inventory of assets for hardware and software inventory. The ability for us to customize the reports allows us to create custom-tailored ones for different departments if they want to view all their current hardware inventory.

Spiceworks is a great free option

Rating: 9 out of 10
Incentivized
February 19, 2020
BF
Barrett Ford
Client Support Specialist
Iowa State University (Higher Education, 5001-10,000 employees)
Vetted Review
Verified User
Spiceworks Help Desk
9 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • The ticketing system is clean and efficient.
  • So many metrics can be tracked.
Likelihood to Recommend
Spiceworks is great for places with small tech budgets. Its free version is great to use, especially as a ticket system to keep things efficient in the office. The inventory section can be super useful in smaller networks. In larger companies, it would be better to use the paid version and have a tech dedicated to running the server.

Spiceworks

Rating: 10 out of 10
Incentivized
January 24, 2020
JB
Jewitt Bradley
IT Administrator
Community Service Programs of West Alabama (CSP), Inc. (Non-Profit Organization Management, 201-500 employees)
Vetted Review
Verified User
Spiceworks Help Desk
4 years of experience
View profile
Use Cases and Deployment Scope
We use the help desk and inventory applications.
Pros and Cons
  • The help desk allows us to have a ticketing system without breaking the bank.
  • Collaborations with a huge number of vendors.
Likelihood to Recommend
The contract function helps you stay up to date with vendor contracts. Also the help desk is a very useful function that continues to get better and it is a free utility along with inventory, remote desktop, network scanning, and a host of other features that help one-man shops to small businesses.

Spiceworks Works!

Rating: 6 out of 10
Incentivized
January 24, 2020
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
1 year of experience
Use Cases and Deployment Scope
Spiceworks is being used to manage our general mailbox for our service team. Our mail program did not keep replies with the incoming messages, and messages could be deleted from our inbox and not be able to recover them.
Pros and Cons
  • 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.
Likelihood to Recommend
Spiceworks has helped us to know that we are responding to every customer email and how long it takes for us to get there. It truly does not stack conversations as well as I had hoped.

Free and Wonderful!

Rating: 10 out of 10
Incentivized
January 23, 2020
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
7 years of experience
Use Cases and Deployment Scope
We use this for both maintenance and IT for their free cloud ticketing system (on.spiceworks.com) in order to keep things organized. I also use it for asset tracking and am a member of their online community. This has been a blessing for us, as all of it is free. The community is also very knowledgeable, being able to help me with various problems I run into. Also, I am a member of what they call SpiceCorps, which is a local group of IT people who meet up periodically, just be social, share knowledge, and general friendship.
Pros and Cons
  • Ticketing.
  • Community.
Likelihood to Recommend
Some people don't need a ticketing system, but you can use this one for free. Some people don't need asset tracking, but this one is free. However, in general, I highly recommend being a member of the online community just for the sake of knowing that you're not alone with the pain of printing, and even if you don't know something, someone in the community is usually ready and waiting to help.

Spiceworks is an awesome community with great tools and features.

Rating: 10 out of 10
Incentivized
January 22, 2020
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
3 years of experience
Use Cases and Deployment Scope
We use Spiceworks as our help desk ticketing system and as a resource for learning and troubleshooting issues. The help desk ticketing tool is very useful and cost effective, it is free! The Spiceworks community has been great, there are a lot of technical professionals and the wealth of experience is tremendous.
Pros and Cons
  • Help desk
  • Inventory
Likelihood to Recommend
Spiceworks is a great tool / set of tools for any sized company. They also have a yearly conference that is one of the best in the tech industry. Besides help desk and inventory there are other free tools for use by IT staff. There are also webinars that include vendors and other industry professionals which are very useful.

Spiceworks, can't miss!

Rating: 10 out of 10
Incentivized
January 16, 2020
JA
Jamie Abraham
IT Support Technician
Three H Furniture (Furniture, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
8 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • Strong Community Support.
  • Easy integration.
Likelihood to Recommend
Spiceworks will help you remain relevant and help get you up to speed in the ever changing technical landscape. It is well suited to anyone within the IT community, whether you are a beginner or an old dog. The topping on the cake has to be the Spiceworld Event held annually.
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