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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

Great Helpdesk Software on a Budget

Rating: 10 out of 10
October 31, 2024
IncentivizedVetted ReviewVerified User
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 ...
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Edwin Harrison
C-Level Executive - Information Technology
CTO
CareFirst Medical Management
Spiceworks Help Desk10 years of experience

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...
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Sandeep Reddy
Engineer - Information Technology
System Support Engineer
Novel Office
Spiceworks Help Desk2 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...
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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...
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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 ...
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Héctor Aguilar
Administrator - Information Technology
Ruby on Rails Developer
Chunch.es
Spiceworks Help Desk2 years of experience
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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

8.4
Avg 8.2

Self Help Community

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

7.1
Avg 7.9

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.

8
Avg 7.9
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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 and Ticket response highest, with a score of 10.

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

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Reviews From Top Reviewers

View all reviews
(1-5 of 74)

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
  • 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.
Cons
  • The fonts and colors could be more light.
  • The UI could be more minimalistic.
  • The setup wizard could be better.
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 -- a basic ticketing system

Rating: 8 out of 10
Incentivized
June 21, 2019
Verified User
Professional in Information Technology
Primary/Secondary Education Company, 1001-5000 employees
Vetted Review
Verified User
Spiceworks Help Desk
3 years of experience
Use Cases and Deployment Scope
We use Spiceworks (on premises, not the cloud version) as a ticketing system across our entire organization. One of our locations is also using Spiceworks Inventory to keep track of workstations, printers, and other devices. We have more than 10+ IT support techs, 1000+ users submitting tickets, and 10000+ supported devices (1 for 1 school district). Users submit tickets via email. IT support mostly uses the web interface; the mobile app is used less often. Management tracks time spent on tickets via reports. Nothing groundbreaking --a normal ticketing system in a mid-size organization.
Pros
  • Price: it is free.
  • Ease of installation: all components (web server, database) are included in a single package. The entire ticketing system can be configured in 5 minutes.
  • Email integration: we can submit tickets, add time, comments, and close over the email.
Cons
  • Performance issues. With tens of thousands of tickets and thousands of devices in the Spiceworks database, reports can be very sluggish. Throwing more hardware resources does not help.
  • Customization is limited. We use a custom script to control our ticket assignment, as rules inside Spiceworks are not adequate. Spiceworks implementation of Apache does not work well with configuration changes. The database server used is SQLite, which is quite limited -- working with the database directly is not advisable.
  • Support and documentation are what can be expected from the ad-supported product. Most of the time forums are the best place to find answers.
Likelihood to Recommend
Spiceworks Help Desk and Inventory is a great fit for small organizations without funds to purchase a ticketing system. If an organization has more than 5 people in the IT department, a different ticketing system would be a better fit. Spiceworks is easy to set up, but customizing deployment is a painful process. Another scenario for Spiceworks use is an organization where management does not understand the need for paid ticketing system -- Spiceworks can be used to prove the usefulness of a ticketing system.

Most effective and powerful ticketing platform

Rating: 9 out of 10
Incentivized
July 15, 2019
MB
Martha Batruny
IT Manager
Perficient (Information Technology and Services, 1001-5000 employees)
Vetted Review
Verified User
Spiceworks Help Desk
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • It is super duper easy to use.
  • It is extremely easy to implement.
  • Best ways for handling tickets.
Cons
  • It's could version needs some improvement.
  • The email notifications do not have that much unwanted stuff.
Likelihood to Recommend
Spiceworks can be used with even low budget. It is well suited to our business and fulfills all the requirements of our company. It is 100% recommended to other customers.

Spiceworks Review

Rating: 10 out of 10
September 21, 2016
Verified User
Technician in Information Technology
Information Technology and Services Company, 501-1000 employees
Vetted Review
Verified User
Spiceworks Help Desk
6 years of experience
Use Cases and Deployment Scope
Our team solves tickets everyday using Spiceworks. Love the fact that users can log in and check on the status of their ticket. The email notifications for incoming tickets is also very good. It greatly increases our company's performance without costing anything. This is easily the best ticketing system available on the market.
Pros
  • Very easy to use
  • Great UI
  • The inventory management tool is the best i've seen, works flawlessly.
Cons
  • The only thing I dislike is that spiceworks only supports Windows Servers. I hope in the future they start supporting Mac OSX
Likelihood to Recommend
If you don't want to spend money on a ticketing system, Spiceworks is the way to go. I would go as far as saying it beats lots of paid solutions. Very well suited for all IT related business needs. I don't see any flaws or drawbacks in this ticketing system. A must have for any business.

It's okay for SMB but not great

Rating: 8 out of 10
Incentivized
December 30, 2014
AS
A.J. Stringham
Technical Support
Centrada Solutions (Financial Services, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
2 years of experience
Use Cases and Deployment Scope
Spiceworks was used as a ticketing/helpdesk and networking inventory software. We used it for our only location for the network portion but the remote users, in addition to local users, used the ticketing portion. This helped us track issues that were arising, see and also anticipate potential problems and assisted when urging those with the credit cards to make, what we knew to be, very much needed purchasing decisions.
Pros
  • It's free. No other ticketing system, that I know of, can say that (at least any good ones).
  • It integrates nicely, as a whole, with the ticketing in trying to find an answer to the ticket by including links to possible solutions from TechNet, the Community and the manufacturer's website.
  • The inventory portion isn't bad. It often has a good deal of scan errors but, once remedied, it does a nice job giving you lots of relevant info.
Cons
  • The ticketing system is basic but lacks many features of bigger players. Spiceworks was designed for the SMB that didn't/doesn't have the money for a large $$ ticketing system. I currently use Autotask at my current employer and it is far superior in it's tracking with tickets and the like.
  • Spiceworks could stand to open up their code a bit more. I often hear of people who have specific needs that wouldn't be difficult to integrate/allow but that aren't done.
  • The interface needs a bit of an overhaul. They keep adding features to the product that, while they are good, they need to be addressing previous concerns first. It often feels like, with the product, they're trying to be flashy and show off what it can do now vs address the issues of long-time users/attempted users.
  • No projects! Users have been requesting multi-tiered tickets for awhile now or a projects-like ability. Having a task list under a ticket would be awesome as well. I've been using Spiceworks over 2 years and it's been requested since before I started and still hasn't been implemented.
Likelihood to Recommend
If you're a SMB and your budget for IT is "what budget", then Spiceworks for a ticketing system is for you. It's ideal for one or two man shops that just don't want to worry about paying big money for ticketing when they know they won't get said money. It makes tracking work much easier. Email notifications are awesome too although it can be finicky with some email servers.
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