Streamlined IT Support Excellence
Spiceworks ticketing tool has great advantage to track day to day issues related or service request related tickets, User interface was …
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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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%
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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 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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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 9.3.
The most common users of Spiceworks Help Desk are from Mid-sized Companies (51-1,000 employees).
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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!
- 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.
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Reviews
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September 21, 2023
Streamlined IT Support Excellence
Score 9 out of 10
Vetted Review
Verified 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 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.
- Issues Tracking
- Request Management
- Incident Management
- Reporting and Analytics
- Initial Configuration
- Backup and Restore Method needs to be changed
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 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.
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
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 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
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 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.
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)
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.
December 12, 2019
Spiceworks - if I can use it, you can too!
We use Spiceworks as a help desk/ticketing system for tracking problems, questions and feature requests throughout our entire organization. We have a few users that manage the ticketing system (myself included) and we encourage everyone at our company to submit all IT related concerns through Spiceworks. It helps us to address anything from a question on system usage to requests for new hardware, or software troubleshooting as well. It also gives us the opportunity to track these requests and see what issues are trending, and time spent on certain issues as well.
- It's easy to set up
- It is very user friendly
- Reporting is a bit difficult to figure out at first
- Categorizing for trends can be a bit daunting/excessive if it isn't used properly
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: Need to know, Need to go
I use Spiceworks to help get answers on questions that I cannot seem to find answers for elsewhere. Spiceheads get together and help each other out and it is a wonderful thing. There is so much knowledge between the users that it is priceless. I use it here in the IT department.
- Helps answer questions you may have a hard time finding.
- Helps with training and education.
- Has software that you can use to help in IT.
- I can't think of any.
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.
October 23, 2019
Spiceworks for Spiceheads
We use Spiceworks to manage help desk tickets and prepare KPI reports on the type of issues faced by our internal users as well as the time it takes to resolve and the notes on the resolution. We also link KB articles where relevant. In addition, we also use Spiceworks to manage Contact Us tickets we receive from our website and combined with ticket rules, assign them automatically depending on the issue subject and category
- Free version works brilliantly
- Ease of customization for easy adoption
- Web interface makes it easy for multiple users to work concurrently
- Reports are easy to prepare/customize to gather KPI
- Agents can be intrusive
- Limited installation option is missing e.g. if we only want to use one feature, instead of all
- On-premise version constantly wants to go to the web for dashboard
- Changing a password is quite cumbersome
WE have been using Spiceworks in our environment for about a decade to inventory hardware and software. We also rely heavily on the Helpdesk for internal users to open tickets for help with IT needs. This has been a great software to use in this way for multiple reasons. It has been great with getting more people in the IT department to be able to assign tickets and leave notes and other things that email just doesn't do.
- I love the help desk portion of the software, it works to streamline our department to not step on each other's toes and we know what is being done at all times.
- Hardware inventory is really nice, it scans regularly and updates what we have in the environment. Keeping us aware of changes.
- The software inventory is great as it scans regularly and updates us on what changes and what has been updated and installed.
- The community is great. If I need help, I ask a question and usually get an actionable response quickly.
- Upgrades could go smoother. I have bombed out the install at least twice in the 10+ years I have been using it.
- The customization of the helpdesk backend is great but sometimes it leaves you unsure of what to do and how to script things.
- Extracting data from the DB that it keeps for feedback to management on performance is limited.
We use Spiceworks to manage all IT support requests for our team. Since we recently expanded our team and users are across the entire United States, we needed a better solution to manage these requests. Previously users would text, email, AND call for assistance which did not allow for easy tracking of requests for the IT team.
- Very easy to use and enter a support request
- Email functionality allows quick updates to users of status/updates to support requests
- Allows IT team to triage and assign out tickets very quickly
- As a user, I would like to have a login where I can track my specific requests in one place
- We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
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.
June 21, 2019
Spiceworks Help Desk -- a basic ticketing system
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.
- 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.
- 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.
December 14, 2018
Spiceworks - build your IT HelpDesk services in minutes
We are a growing company and looking for better solutions for the IT department. Reviewing functionality for our needs and solutions on the market we stopped with Spiceworks solutions from HelpDesk and network monitoring.
The Spiceworks HelpDesk application allows us to control, analyze and improve performance of IT HelpDesk team.
The Network Monitoring tool gives us enough information on the network state, servers and network resources up time and sends alerts once things going wrong.
The Spiceworks HelpDesk application allows us to control, analyze and improve performance of IT HelpDesk team.
The Network Monitoring tool gives us enough information on the network state, servers and network resources up time and sends alerts once things going wrong.
- For small and mid size companies - very good solution. Low prices or free solutions.
- Easy deployment, fast start, not additional training is required for personnel.
- user friendly web interface, great performance, easy integration.
- It would be great if different SpiceWorks solutions had a single web management console.
- Integration between solutions to have all the data available in all solutions.
- Give more options for alerting and more flexible options for monitoring.