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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

Jeetendar Kumar's Review

Rating: 10 out of 10
July 11, 2025
IncentivizedVetted ReviewVerified User
I have worked on Sspiceworks Help Desk's two features , first to create and manage tickets and secondly I used to manage inventory of all IT equipment's.
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Jeetendar Kumar
Analyst - Information Technology
IT Analyst
SIUT
Spiceworks Help Desk3 years of experience

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
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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

8.2
Avg 8.2

Self Help Community

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

8.4
Avg 8.0

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.

8.4
Avg 8.0
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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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Reviews From Top Reviewers

View all reviews
(1-5 of 60)

Spiceworks - Cheap and Easy Solutions

Rating: 10 out of 10
Incentivized
April 17, 2018
PB
Phillip Barrios
Network Engineer / Systems Administrator
Arrow Moving & Storage Co., Inc. (Transportation/Trucking/Railroad, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
1 year of experience
View profile
Use Cases and Deployment Scope
I currently use Spiceworks as my helpdesk application, my network inventory manager, and to host a company portal, where employees can access information that has been shared by IT. Spiceworks has made it easier to manage the devices on my network and to evaluate their relationships and configurations. It also provides a great platform for communication from IT to the rest of the company. In addition to the services provided by Spiceworks, I also utilize the Spiceworks community, for tackling issues that I haven't been able to wrap my own head around. The Spiceworks community is a GREAT place to get feedback on ideas, answers to questions, and help with overall challenges.
Pros
  • Network Monitoring -This application works pretty well, is lightweight, and not very intrusive. It does lack a bit of detail, and you can't do anything with MiBs, but for simple up-time monitoring, it works great.
  • Spiceworks Helpdesk -This application is great. I use it to manage tickets submitted by our employees. This allows me to not only maintain an easy line-of-communication, but also allows me to see trends in ticketed issues.
  • Spiceworks Community -Great group of people. There's always good discussions taking place in user threads. Whether it's troublehooting, problem-solving, or just throwing ideas around, the Spiceworks user community is a great place to get some feedback on your thoughts.
  • Spiceworks Portal -I use this to communicate important information to our employees. I also host a lot of FAQs and How-Tos on the portal.
Cons
  • Spiceworks Network Monitor -Could use more integration of MiBs and also a more flexible implementation of SNMP versions.
Likelihood to Recommend
Spiceworks is well-suited for small-to-medium sized networks. I use it on 5 networks that are all connected via VPN. In this setup, I can set up the remote sites, to report back to the primary site, so that they are all tied together and cooperating. Spiceworks may not work as well, or be as necessary, where money has been invested in more sophisticated software that handles aspects of what Spiceworks covers.

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
Supervisor in Information Technology
Chemicals Company, 51-200 employees
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
  • 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.
Cons
  • 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.
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.

Strong community and the price is right!

Rating: 8 out of 10
Incentivized
September 16, 2015
WB
William Baker II
Help Desk Technician
Outer Cape Health Services (Retail, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
1 year of experience
Use Cases and Deployment Scope

Spiceworks is used over the entire organization. Unfortunately, when I was in the construction retail business, not many users were very technically adept. Having to log onto a website, log in using domain credentials, submitting a ticket via the portal and following/tracking their ticket via the portal was not really too user friendly. Our users did not have the patience to learn to use it, rather opting for phone calls or direct emails.

Our IT department on the other hand used Spiceworks much more thoroughly, and it helped us audit machines, track reboots, update the knowledge base, and more! I enjoyed using it for the short period of time I did so.

Pros
  • Lots of community support
  • Easy to navigate GUI
  • Lots of free features that are fully built and worth using
Cons
  • End-user ease of use
Likelihood to Recommend
The price is right!

Spiceworks Helpdesk & Inventory Review

Rating: 7 out of 10
Incentivized
May 11, 2015
MT
Mitch Tuckness
IT Coordinator
Lea County Communications Authority (Government Administration, 11-50 employees)
Vetted Review
Verified User
Spiceworks Help Desk
1 year of experience
View profile
Use Cases and Deployment Scope
Spiceworks is being used by the LCCA IT Department. It was determined that we needed an easy to use, fast and ultimately free help desk product that didn't take a lot of install time or agency resources to deploy. Since the usage of a help desk system allows users to regulate their level of interest in participating with IT on receiving technical support, it also allows them the ability to update and learn from the information the Technical Support staff supply them to resolve their issue. This ultimately makes it easier for the technical staff because the end user can reference the ticket if it occurs again. It also helps the end user by saving them time to search for a technician.

Without the Spiceworks support portal, I would have people come into my office all the time for support or to ask simple questions about none critical issues. Not only is this time consuming for the end user, it interrupts the technicians if they are working on other projects or managing network resources at the time. Since we are a 911 Dispatch Center, the dispatchers don't have the time to leave their stations, so once again the help desk system helps a lot because they can visit the portal, leave a ticket and I can evaluate the severity of the request based on others in the queue, well worth the price of free.

I also want to mention the support forums and the in-house support that Spiceworks has. If you are having issues with Spiceworks, the install, updating or even having issues finding a resolution for a support ticket that was submitted, someone else has probably already encountered it and asked on the forums. The support forums are built into the ticketing system so it's easy for the administrator and the end user to research issues if they desire or require it. The in-house support is also great, they are there and answer very fast, they also participate in the forums a lot.
Pros
  • Easy installation. You can pick any server that is on your network and Spiceworks will install and configure itself without much input from the admin.
  • Support Forums. There is nothing better than having access to experienced users of the systems along with the developers of the software that you are using and Spiceworks provides just that.
  • Company support. If you can't find the issue on the forums, the Spiceworks team is ready, fast and affective in resolving issues with their software, giving you ideas on how to improve the system and customize it to your needs.
  • Last thing I have found using the system is that along with Desktop Support the Spiceworks package also helps you get a handle on your entire networks needs, inventory and asset management. It's all included in the package and perfect for year end asset management.
Cons
  • One of the issues I found with the Spiceworks software is the network management. A lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention.
  • Too much of a good thing? Some would say that because of the nature of the product, being free, the marketing and the software might be considered feature rich, too rich, I think the best thing they could do would be to make it easy to remove features you don't want to use a little easier.
Likelihood to Recommend
The Spiceworks software collection has a sensor for everything. If you have to ask specific questions on what features you are looking for or if you think all help desk software's look and feel the same, then you're not looking for the right things.

Spiceworks is great for small to medium and even large organizations that don't mind ad placement or other advertisement within their ticketing systems. As a governmental agency, this was the perfect help desk portal for us to use, saving tax payers money that would be used for other projects.

With that said, Spiceworks might not be appropriate for companies that are looking for an in-house solution that isn't driven by ad placement. So in those cases it might not be a good fit, but for smaller companies that cannot afford to invest in a Tech Support Portal like Synergy or Trackit it's a great start. Not only do you get the ticketing system, help-desk portal you get network management tools and asset management. You also are able to build up an in-house support database that customizes itself to past support ticket information.

Overall I like the system. I have had excellent luck with it, our users love the easy of use and I like the asset management and warranty monitoring within the software, it's reminded me a few times or warranties that are getting close to expiring that were not documented by previous staff.

Spiceworks truly is "Everything IT!"

Rating: 10 out of 10
Incentivized
June 04, 2014
BL
Brent Long
Systems Administrator
Little River Medical Center (Medical Practice, 51-200 employees)
Vetted Review
Verified User
Spiceworks Help Desk
4 years of experience
View profile
Use Cases and Deployment Scope
Spiceworks is an integral part of my daily IT toolbox and we utilize it throughout our organization for IT Support, Help Desk, Inventory Management, User Management, License Tracking, Software Tracking, Warranty Statuses, Network Monitoring, Server Monitoring, and even more! I cannot say enough positive things about this software and all of its features, not to mention the organization itself, and the entire IT community that supports, uses, and interacts with one another on a daily basis. The hardest thing to believe about Spiceworks is the fact that it is 100% FREE while still being robust, constantly updated, and phenomenally supported!
Pros
  • Help Desk interface and management, hands down, is a fantastic feature of Spiceworks. The user portal enables my users to empower themselves while also allowing our IT department to provide a better level of service to the user base. Ticket management and Problem resolution are much better organized and allow any IT department to optimize their support processes.
  • The inventory abilities of Spiceworks are a great ability that allows an IT department to track assets, get extended and detailed information of many, many devices, and the advanced scanning options allow for an administrator to fine-tune the scans to be unobtrusive, selective, and thorough.
  • Warranty and License management within Spiceworks allows for proper and accurate tracking of these critical subjects which allows an organization to stay within compliance of software regulations, keep track of hardware age, warranty expiration, and so much more!
  • One of the greatest features of the Spiceworks package has to be the IT user community that supports it! I have found SO much in terms of support, tweaks, add-ons, and an answer to almost ANY technical question you could possibly have, regarding Spiceworks or any other hardware/software!!
Cons
  • I've come across a few things about Spiceworks that could use refinement, one of which being the network scanning/inventory feature. I've come to notice that handling stale/expired inventory is a bit of a hassle within the database, however there are independent user tweaks and tips that allow an competent IT pro to work around and cleanup inventory.
  • I would REALLY like the ability to fully customize the Help Desk Portal within Spiceworks itself without the need of directly modifying the page code or using a third-party module. the base Portal design is great, however it is not nearly as customize-able as it could/should be.
  • I've noticed that the Spiceworks installation on a server sometimes has a hard time restarting, will hang upon service restart, or will sometimes just "die" (for lack of a better term) however a simple reboot of the server usually resolves the issue. I do not have a dedicated Spiceworks server, so that *could* be the issue. In the real-world most IT departments wouldn't necessarily be dedicating a server just to Spiceworks, however with Virtualization being what it is now, if you have the spare resources, it could be a good idea to dedicate a VM to the install.
Likelihood to Recommend
It might not be robust enough to handle a multi-national corporation, but for ANY small, medium, or even large business structures it is a great and capable fit! My specific experiences with companies using it were a past size of 94 users/160 PC count, and my current company that has over 300 users and 400 PC's with no issues!
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