Spiceworks Help Desk

Spiceworks Help Desk

Top Rated
Score 8.7 out of 10
Top Rated
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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Recent Reviews

Best free product available

8 out of 10
July 01, 2022
Primarily network discovery, inventory and help desk. We used the alerts system regularly until we replaced that functionality with a true …
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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

Popular Features

View all 13 features
  • External knowledge base (46)
    8.7
    87%
  • Ticket creation and submission (52)
    8.5
    85%
  • Ticket response (51)
    8.1
    81%
  • Organize and prioritize service tickets (52)
    8.0
    80%

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Spiceworks Help Desk, and make your voice heard!

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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

Run an IT help desk with Spiceworks
01:26
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7Avg 8.2

Self Help Community

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

8.2Avg 8.1

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.

7.4Avg 8.1
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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 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 Email support highest, with a score of 8.8.

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

(1-25 of 69)
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Score 8 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Joe Foran | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • 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.
Héctor Aguilar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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.
Score 9 out of 10
Vetted Review
Verified User
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!
April 26, 2021

Great Free Help Desk

Score 8 out of 10
Vetted Review
Verified User
Spiceworks is a great option for a free help desk. In terms of features, it is similar to the free level of Freshdesk. If you want a lot of features and customization though, you should look at JitBit Help Desk or the paid tiers of Freshdesk. Both offer better reporting, automation, and customization.
David Yates | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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.
Score 7 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
[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.
William Votta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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!).
Tim Roberts | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Jeremy Mayfield | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Dan Sarauer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Barrett Ford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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.
January 15, 2020

Great Free Product

Sam Othman | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
  • 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.
Score 10 out of 10
Vetted Review
Verified User
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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