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...
Read more

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 …
Continue reading
Read all reviews

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

View all pros & cons

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!

Return to navigation

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
Return to navigation

Product Demos

Run an IT help desk with Spiceworks
01:26
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.6Avg 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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Joe Foran | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified 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 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
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
  • Ticketing
  • Reporting
  • Inventory
  • System Alerts
  • The Community
  • Spiceworks Live Events
Incident and problem management (6)
91.66666666666666%
9.2
Organize and prioritize service tickets
90%
9.0
Expert directory
70%
7.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (1)
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (4)
72.5%
7.3
Customer portal
70%
7.0
Social integration
50%
5.0
Email support
100%
10.0
Help Desk CRM integration
70%
7.0
  • At the low price of free, it has had instant ROI over previous helpdesk tracking, even when including the value of labor spent on ticket management
  • The live events are always educational and worth the time.
  • The community is top notch
  • The product reviews are unbiased and fair, as well as coming from real-world users
  • 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.
900
All business functions. The IT Department are the heaviest users, but the helpdesk is accessible to all staff in order to help them process technology support, project, and purchase questions.
5
We have four technical staff and me (the director). Three are helpdesk support specialists, one is a healthcare informatics specialist.
  • IT Support
  • IT Projects
  • IT Purchases
  • We track project timelines in it
  • Other service departments - HR, Finance, etc. that are service oriented.
We have been using it for five years. I myself have used it for sixteen years (since 1.0), and I find it to be the ideal helpdesk in terms of simplicity and directness of the work entered versus the reports and data that you can extract. It is easy for the end-users to email or use[s] the web interface, and my techs are able to quickly assess, prioritize, and take action based on the simple interfaces. The knowledge base lets our staff self-solve their most common issues, and the integration with rules allows us to provide self-service recommendations based on keywords that a user may type (such as the world password, the word forgot, or the word log-in triggering account reset article access).+
Yes
It replaced an old Excel tracking sheet my predecessor used.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
Product usability is key - free is great, but if the users can't make use of the helpdesk easily then free has no value.
I would not change my decision at all.
  • Implemented in-house
Yes
First phase was IT-use only, replacing the tracking system.
Second phase was taking that data, reviewing it, and setting items like categories and SLAs
Third phase was implementing those items into Spiceworks
Fourth phase was setting up email integration to our helpdesk email
Fifth phase was opening up the web interface
Sixth was launch
Change management was a minor issue with the implementation
We had been using a dedicated helpdesk email since before my hire, so staff [was] used to using the email. We added website support, which required notification but not much change management.
  • No major issues were encountered.
It's a simple, single-server implementation. Communication, like in most projects, remains the most important piece.
I have never not had a good experience with their support team - they are professional AND personable, and they go above and beyond in trying to help customers.
No, we did not. We had not need of it, and I'm not even sure its available.
No
We had a log and temp file issue crash our database, the team (even though the product is free!) worked incredibly diligently to get us back up and running in a single evening.
It is logically organized, flows well from one task to the next, and enables users to get up and running in no time. I have trained five people in my career, and never took more than an hour each.
  • Task and follow-up entry
  • Reporting
  • Inventory
  • Add-ons and plugins (like every system)
Yes
The community and helpdesk are separated, which is smart - we can handle tickets on the go easily, and my team updates in the field frequently.
April 04, 2016

Spiceworks Review

Score 9 out of 10
Vetted Review
Verified User
Spiceworks is being used by our IT department only, currently. We installed it initially to use it to inventory our network. We have recently started using it for service monitoring and various other uses via plugins and add-ons.
  • Network device inventorying.
  • Locating new devices and rogue devices.
  • Inventorying installed software to maintain compliance with guidelines.
  • Keeping up with hardware specs for life-cycle management.
  • Identifying unusual network traffic.
  • Keeping up with server up-time and alerting if a server or cloud service is down.
  • Asset location tracking.
  • Verifying Warranty information on brand name PCs.
  • Their help desk feature, while robust, tends to be a little quirky for end users.
Well Suited: Free solution with many many uses that is supported by many major vendors.
Needs some work: Knowledge base needs to be more easily customizeable for internal systems only.
Incident and problem management (6)
75%
7.5
Organize and prioritize service tickets
90%
9.0
Expert directory
70%
7.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
70%
7.0
Ticket response
80%
8.0
Self Help Community (2)
85%
8.5
External knowledge base
100%
10.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
80%
8.0
Customer portal
80%
8.0
IVR
70%
7.0
Social integration
80%
8.0
Email support
90%
9.0
Help Desk CRM integration
80%
8.0
  • Most parts of Spiceworks are Free, so how can one complain about that!
Footprints, Zendesk, and TrackIt.
IT, Administration, Inventory, Security, Helpdesk, Technicians
4
Sys Admins, dba's, repoting, techs
  • Device Inventory management
  • Rogue Device detection
  • Network Mapping
  • Identification of Applications on Workstations.
  • Workstation hardware specifications analysis.
  • Lifecycle management of Workstations
  • Looking into the helpdesk features which appear quite robust.
  • Internal FAQ and Knowledgebase.
It is a very versatile and useful product that continue to get better.
No
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Third-party Reviews
Trial use of the product.
Would not change this process
  • Implemented in-house
No
Change management was minimal
N/A
  • The fact that it cannot use Microsoft SQL for its db, but instead it self-install it own little SQL lite.
  • This makes it difficult for us to use with our primary reporting server/service.
The fact that it cannot use Microsoft SQL for its db, but instead it self-installs it own little SQL lite. This makes it difficult for us to use it with our primary reporting server/service.
No
It is vendor and ad supported for most options.
Never had a question or issue go unresolved or unaddressed.
No
Setup
  • Overall the product is simple to set up and get up and running in a minimal amount of time.
  • I wish Spiceworks would support installation on Microsoft SQL as opposed to forcing the use of its built in SQL-lite which makes reporting outside of the UI difficult at best.
It requires a bit of exploration and playing, but once learned it is quite robust.
August 19, 2015

Spicetabulous

Demitri Pevzner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Within our organization, Spiceworks is being implemented as a ticketing and inventory solution for the helpdesk team. It has been instrumental in providing my team with the tools required to quantify our achievements, simplify our job, and give us a level of transparency that our branch managers appreciate. The ability to generate monthly and quarterly reports and show our productivity levels is definitely a tremendous asset, in addition to having the ability to quantify our daily/weekly workload.
  • Allows my team to quantify their daily workload and predict heightened workload based on trends.
  • Allows me to provide my employer with solid tangible data when it comes to proposals, or requests for additional budget/head count.
  • Provides a simpler means to inventory our hardware.
  • Better ticketing views. I would like to see nested ticket attributes and categories.
  • SpiceWorks as a non web-based app would be nice to have.
  • More bandwidth, network, and hardware monitoring features would be a big plus.
I would say Spiceworks is a well rounded Swiss army knife, that comes with a pre-built knowledge database, and a community of like-minded IT professionals. This is truly a priceless asset, as I am able to get live feedback from real professionals. Having a group of experts offer advice on your infrastructure issues is great, but having it part of your one stop shop for helpdesk needs is overly convenient.
  • Faster helpdesk turn-around.
  • More efficient inventory management.
  • Transparency.
At first I was drawn to the fact that this was a free tool, but in time I began exploring functions that I had not originally considered useful or critical. Coming for a diverse background, I have used a number of ticketing tools, but Spiceworks covers all your basics well, as well as providing the end user with plug ins to expand it's functionality to an impressive extent.
5
Company's product and support team.
2
STandard IT and networking.
  • cost
  • functionality
  • ease of use
  • report function
  • predicting demand trends
  • network diagnostic
  • hardware diagnostic
At this point I see no need to obtain a more costly alternative, as Spiceworks gives me everything I currently need.
No
Excellent service, knowledgeable staff.
No
Originally when I had questions when selecting a ticketing system. Spiceworks was shown as a great tool in both function, and implementation.
Jennifer Metcalf | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The IT department uses Spiceworks as our ticketing software for internal support. We were looking for somthing to replace the very bulky ticketing software we had been using.
  • But it's created and supported as if it was a very expensive program.
  • Web-based. Got a browser? You can get your tickets.
  • MUCH. INFORMATION. If you know a little SQL, you can get it to tell you just about anything about your network.
  • Community. Adjacent to the program is a flourishing community of, I think at this point, over 5 million users. Reviews, how-tos, vendors, anything you could need in a forum, plus a plate of bacon.
  • Access to devs. Not only is their support great, but through the community, you can get some access to the developers. I'm currently bugging them over some feature requests. :)
  • Plug-ins. There are a few features, like nesting sub categories when creating a ticket that you would expect to be standard, but are only supported by plugins. It's not fun when you depend on a feature you get from a plugin, and the creator stops working on it.
  • SQLite isn't my favorite thing in the world, but it's what I have to fight to write custom reports.
I started using this for a small amount of users, and it worked great. At my current company, we have significantly more users and it still works great.
  • It takes a lot less time to open tickets
  • Track-it and Service Center
Spiceworks does so much more than any of the ticketing systems I've used. The inventory feature is so helpful.
It's free. And it's great.
  • Implemented in-house
No
Change management was minimal
  • Learning how to get a third-party plugin to play right.
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth.
They have always been very good to me. Issues are resolved quickly, sometimes even without me reporting through official channels.
Yes
Yes. I reported an issue I had in a non-official venue on the forum. Within a few hours, a member of the support team had reached out to me for more information, which I got to him. He recognized it as a bug, gave me a workaround until it was fixed, and the same time, helped me find a work around for another issue that came up due to using an older version.
Every time I have contacted support (which has not been often), I have gotten wonderful support. Quick response times, coherent and detailed explanations, and they stick it it out until you're happy.
  • Creating/working with tickets
  • Inventory
  • Reporting
  • Everything
  • writing custom reports in SQLite
Yes
Very well. They have done so much more with the recent updates to the mobile apps.
It just works.
Return to navigation