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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...
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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 ...
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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 ...
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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 ...
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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...
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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

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...
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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 ...
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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...
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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 ...
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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...
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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...
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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

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Pricing

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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

(246)

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 70)
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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
Alternatives Considered
Spiceworks Help Desk was picked because of its user-friendly design, low pricing, and basic ticketing capabilities that fit our organization's requirements. Its built-in knowledge base and active user community boosted the effectiveness of our IT support operations. While it does not have the complex features of other enterprise-level solutions, its ease of use and low cost made it a viable option for improving our IT service management and support operations.

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
Alternatives Considered
In my opinion, we have a much richer experience with Solarwinds. It basically ramps up all the features of Spiceworks to the next level and enforces a proper ITIL framework into the process. Integration with Dameware is a much better experience than Spiceworks' connection to Teamviewer.

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
Alternatives Considered
Spiceworks Help Desk is simple and easy to install. It takes very little skill to get it installed and working. There are no expensive components needed to run the software and virtually no maintenance.

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
Alternatives Considered
Trialing Zendesk and a few others, they are very well done programs which do what is needed and even more at a cost. The free price tag of Spiceworks is well worth it for our business and environment. We chose Spiceworks for the ease of use on both IT and end users' ends and the quick access to the Spiceworks community which itself is a wealth of knowledge accumulated over 10 years [by] many, many IT pros.

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
Alternatives Considered
  • Jira Service Management (Jira Service Desk), SysAid and Dragon RMM (ITarian / Comodo ONE)
[Its] simplicity, [the] easy user interface for both technicians and end-users, and stability, plus the ability to locally control data access (we're highly regulated regarding privacy and records rights), puts it in its own class. While it may not do everything larger systems do, it does all of the things our company needs. It performs well even after five years and two migrations in server operating systems, and the reporting tools are available in both simple and complex (SQL-based) formats for deep capabilities.

The community is top-tier, and their use of gamification principles goes beyond other communities to being an honestly fun system. The live events are worth every second spent watching them, and their annual conference is, in my opinion, the best conference of the year.

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
Alternatives Considered
  • Jira Service Management (Jira Service Desk)
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

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
Alternatives Considered
Overall, Spiceworks Help Desk is an easy-to-use option at a GREAT cost. We didn't feel that any other products offered anything that Spiceworks couldn't so we haven't felt the need to explore any more companies. The Spiceworks FREE option is great on its own and it's hard to compare with free!

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
Alternatives Considered
We found that for entry-level SMB in-house needs that Spiceworks had an impressive range of features and options at an unbeatable price-free! For our in-house and multi-tenant needs, we use a different product that is more appropriate to our particular needs, but with no cost and easy implementation, it is impossible to not trial Spiceworks Help Desk and see how it will work for you.

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
Alternatives Considered
We tried to use Jira for ticketing, but it doesn't support hashtag updating of tickets through email. We find it helpful to be able to convert emails from users into tickets by forwarding them to the help desk email address and including hashtags for ticket assignment, categorization, and other parameters.

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
Alternatives Considered
[Spiceworks Help Desk] was much easier to roll out since it didn't require any custom development from or development team. It also had an existing mobile app that was easy to deploy.

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
Alternatives Considered
Cost was the big factor here. While we already used TeamViewer there were some limitations for the helpdesk and some only available with increased cost on the inventory side. Ivanti was used in Europe but very pricey to add to the Americas. While we used Dynamics CRM, we had a mere fraction of the licenses needed to cover all email users (manufacturing has all classes of user!).

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
Alternatives Considered
A lot of the competition starts with some free options, but bare minimum or "paid only modules" etc. And their support is often either non existent or convoluted while Spiceworks Help Desk is both great and responsive as well as having an open community and forums. You can possibly search in [them] first too for help as it is really well documented too.

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
Alternatives Considered
SolarWinds is far superior but it is a locally installed application. I think each does things well. For a free or paid no-ad version legacy style it was great. As for cloud-only options, I think there are still some things that need to be improved on. There needs to be more depth for network and application monitoring as well as VM and other monitoring.

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
Alternatives Considered
Teamwork has many features that I wish Spiceworks had, but Spiceworks has the price that can't be beaten. There are some things that would make it better, but those are things that I can train my technicians on and we can live without the operational cost associated with Teamwork.

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
Alternatives Considered
We love the JitBit side of things for the help desk component of our system. We have a lot more customization available with JitBit vs. the Spice works application. The features for JitBit are the ones we are looking for, and as such, we have moved our ticketing to JitBit Solution. Spiceworks continues to provide good inventory management.

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
Alternatives Considered
We have not looked at anything recently due to how well Spiceworks has been working. Other parts of campus are using other programs that one day may be forced upon us. At the moment we are very happy with what we are using and will not be looking elsewhere if we do not have to.

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
Alternatives Considered
Spiceworks is customizable and less complicated, all while being free.

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
Alternatives Considered
Spiceworks does so many things in a variety of ways that it is hard to compare it to other products. Keep in mind that freeware has limits, but if the Spiceworks tools fit your need and management doesn't complain then go for it. Paid software has plenty of benefits, but you can't go wrong with the price and community that supports Spiceworks.

Great Free Product

Rating: 6 out of 10
Incentivized
January 15, 2020
SO
Sam Othman
IT Systems & Telephony Administrator
Ignite Travel Group (Airlines/Aviation, 201-500 employees)
Vetted Review
Verified User
Spiceworks Help Desk
4 years of experience
View profile
Alternatives Considered
  • LogMeIn Central, Kaseya Virtual System Administrator (VSA) and SolarWinds Remote Monitoring & Management
We are in the process of looking at Remote Monitoring & Management tools as we are growing so rapidly. We have been checking out demos & reading reviews of these other applications and they are way more feature-rich than Spiceworks - however, they come at a cost and will probably have a bunch of features that we aren't going to use. Spiceworks was great while we were small, and used in conjunction with WSUS, Ninite, VNC, etc it has done its job but we now need a more comprehensive solution that encompasses multiple solutions into one single system.

Spiceworks: Need to know, Need to go

Rating: 10 out of 10
Incentivized
December 05, 2019
Verified User
Vetted Review
Verified User
Spiceworks Help Desk
5 years of experience
Alternatives Considered
Spiceworks is a tremendous help when it comes to finding a solution to a problem in IT. The other search engines are a good tool but at Spiceworks, you can get down to the point and get answers from people who have more knowledge and experience than you. Then you can learn at the same time and grow your knowledge of whatever it is you were looking at.
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