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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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Recent Reviews

TrustRadius Insights

Spiceworks Help Desk has proven to be a versatile and valuable tool for various organizations. Users have utilized this software to …
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TrustRadius Insights
TrustRadius Insights

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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Great Free Help Desk

8 out of 10
April 26, 2021
Incentivized
We use Spiceworks Help Desk for internal tickets. Most of our users submit support requests through email and Spiceworks picks them up and …
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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
  • Ticket creation and submission (53)
    9.3
    93%
  • Ticket response (52)
    8.9
    89%
  • External knowledge base (47)
    8.8
    88%
  • Organize and prioritize service tickets (53)
    7.5
    75%

Reviewer Pros & Cons

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Sandeep Reddy | TrustRadius Reviewer
Sandeep Reddy
System Support Engineer
Novel Office (Real Estate, 201-500 employees)
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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

7.5
Avg 7.9

Self Help Community

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

7.4
Avg 7.7

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 7.7
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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 9.3.

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 and Ratings

(245)

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.

Attribute Ratings

Reviews

(26-50 of 82)
Companies can't remove reviews or game the system. Here's why
January 15, 2020

Great Free Product

Sam Othman | TrustRadius Reviewer
Sam Othman
IT Systems & Telephony Administrator
Ignite Travel Group (Airlines/Aviation, 201-500 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is a good free suite but there are better paid alternatives that can do a lot more. It is useful for basic inventory but if you want remote management or app/Windows updating and all that sort of thing, Spiceworks can't offer it. It is great for managing smaller environments but as we started to grow, we started to outgrow Spiceworks. It does have some good features such as warranty lookup which has been handy but if you are larger than 100 endpoints and want more features, you would want to look at products with more functionality.
December 12, 2019

Spiceworks - if I can use it, you can too!

Verified User
Administrator in Corporate
Construction Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The ability to track issues and communicate with our end-users quickly and efficiently helps us tremendously. In a world where emails get lost, having a ticketing system/help desk such as this keeps everything in one place. I especially like that Spiceworks helps us to follow along on a ticket to see where it is in the process of being resolved. Assigning tickets to the appropriate user/department is a cinch and being able to reference past issues easily is a bonus.
December 05, 2019

Spiceworks: Need to know, Need to go

Verified User
Administrator in Information Technology
Plastics Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you work in the IT department or even if you work with technology yourself, Spiceworks will help you. You can post a question and usually get some answers from other users. If you want to work on something mechanical like a car, this might not be the place for you. I go to YouTube, but we aren't talking about that.
December 05, 2019

Free can be better!

Verified User
Administrator in Information Technology
Education Management Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's suited to small companies just trying to monitor utilization, status, and other simple metrics. Small shops with just one or two IT staff are ideal. We can use it also for ticket management.
October 23, 2019

Spiceworks for Spiceheads

Verified User
General Manager in Information Technology
Non-Profit Organization Management Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks works well for help desk ticket management and provides relevant reports. Being free, it is easy to have multiple instances where air-gap between systems is required.

I found the agents to be limited and produce false positives and alerts for features that I have not enabled.

Overall, it works well and did I mention the cost is zero?
October 22, 2019

The best software that I didn't have to open a helpdesk ticket to get to work

Verified User
Manager in Information Technology
Defense & Space Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Small companies that want a cheap and easy to use Helpdesk and software/hardware monitoring service for their company. I would think if the company was larger it would have issues with the management of the software and could become overloaded on the software and people side. I used this software when it was just me and 100 users, and it was hard to get people to use. Now, I have almost 300 people and 2 admins using the software, and it helps us keep up with demands.
October 04, 2019

Hey Security Practitioners! Here is the perfect free tool to install for performing a risk analysis on your network!

BH
BART HUNTER
CISO (Chief Information Security Officer)
SAVANNAH STATE UNIVERSITY (Higher Education, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is well suited for Information Technology departments who have a limited budget. The free version of this software is one of the best tools to help a security practitioner perform a risk analysis on their network. Other similar tools that are free are limited in the IP ranges that they can scan, but not Spiceworks. I can scan several subnets with this tool. Another cool feature is that I don't have to visit each workstation on our network to obtain information about it. Spiceworks gives me all the information I need right at my own desktop. Spiceworks is well suited for small IT shops and small security departments. Other tools of this capability will cost you thousands.
August 01, 2019

Just a thought

AA
Armando Alvarado
Network Services
Northside ISD (Education Management, 10,001+ employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks Network Monitor is an easy-to-use product that will nicely meet the needs of most small to midsize businesses. You do not need to be a professional network engineer to use the product and you don't need to be in the IT department to use it.
July 24, 2019

Spiceworks makes submitting and managing IT support requests a breeze!

Verified User
Director in Other
Hospitality Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is very user friendly for all levels of tech savvy-which we have on our team. Users can quickly access Spiceworks and easily log a support request. They can also specify preference for contact, including email follow up of ticket status. It's not overly complicated and was easy to implement with a team that is very used to just emailing or calling in requests to the support team.
June 21, 2019

Spiceworks Help Desk -- a basic ticketing system

Verified User
Professional in Information Technology
Primary/Secondary Education Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks Help Desk and Inventory is a great fit for small organizations without funds to purchase a ticketing system. If an organization has more than 5 people in the IT department, a different ticketing system would be a better fit. Spiceworks is easy to set up, but customizing deployment is a painful process. Another scenario for Spiceworks use is an organization where management does not understand the need for paid ticketing system -- Spiceworks can be used to prove the usefulness of a ticketing system.
April 10, 2019

Spiceworks works best for smaller MSPs.

Leonard Johnson | TrustRadius Reviewer
Leonard Johnson
Technical Support
Frankel Zacharia LLC (Accounting, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have under 50 clients in an MSP then Spiceworks works perfectly. This is also true if you don't have a lot of employees in your MSP. The cost is also sufficient for smaller organizations. It would be less appropriate it you had to do billing management separately. I feel like other MSP services provide bulkier packages to better fit those needs.
December 14, 2018

Spiceworks - build your IT HelpDesk services in minutes

Valery Mezentsau | TrustRadius Reviewer
Valery Mezentsau
System Adminstration Manager
Acceptance Solutions Group (Financial Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This is a great solution and I like to use it in my environment, having experience with expensive enterprise level solutions I can tell that Spiceworks does a great job.
9 of 10 only because this is not the best solution from the features prospective.
December 13, 2018

My Thoughts!

Verified User
Manager in Information Technology
Construction Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Spiceworks is great for SMB and probably not as well suited for enterprise. You will probably be using paid tools in an enterprise environment, and the free ones will not be useful. I think the reviews and comments can apply to all, though, depending on the need and/or situation.
December 12, 2018

Spiceworks: the best help desk and inventory program by far, and its FREE!!

Andrew Shannon | TrustRadius Reviewer
Andrew Shannon
Senior System Administrator
Packaging & Distribution Resources (Warehousing, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Since Spiceworks is a free solution, it's hard not to recommend it to anyone. It's great for IT pros looking for inventory tracking and management, and also those looking for a help desk ticketing system, which is searchable and makes it easy to recall past tickets and their solutions and see the history of an issue withing your organization. The apps make it really handy to view when you are on-the-go, too. Even if it's not a perfect fit for your needs, since its free, its hard not to find a way to fit it into your needs.
December 11, 2018

Spiceworks: Low cost, versatile and easy to use

Verified User
Administrator in Information Technology
Education Management Company, 501-1000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For anyone looking for an inexpensive or free solution, this one fits the bill. It is pretty easy to set up and allows you to add technicians as well as ticket categories and buildings. I have used other expensive systems that are perhaps better at ticket routing and utilizing escalations to multiple tech levels but we do not need those functions.
December 11, 2018

Spiceworks is a friend to the small IT shop

Andrew Murphy | TrustRadius Reviewer
Andrew Murphy
Systems Administrator
Stephenson Equipment, Inc. (Construction, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is suitable for small IT shops. It's a generic ticket system. You can create reports and add-ons. Larger shops should look at something bigger. Spiceworks is very simple. However Spiceworks.com is a great site that can add to any tech's toolbox. There is a large community that helps answering questions. A lot of questions have already been answered so it has a huge knowledge base.
December 11, 2018

Add a lot of Zing to your network with Spiceworks Inventory

Kenneth Hess | TrustRadius Reviewer
Kenneth Hess
Senior Systems Analyst
CymSTAR, LLC (Defense & Space, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks Inventory is very well suited to smaller networks (500 devices or fewer) and is not well-suited to giant or complex networks. If you limit inventory to a single subnet on a large network, you should have no problems. Deploy one VM per subnet if you have a lot of devices. I think it performs best in the 300-ish device range.
December 11, 2018

Spiceworks is Awesome

Verified User
Manager in Information Technology
Hospital & Health Care Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is a great help desk software, also the network monitor has been extremely useful to me. The community of people has answered many questions and helped to guide me through new processes. I like the remote software that they partner with also. All around this is a go-to software for me, I can watch my antivirus status in the dashboard, the breakdown of operating systems, devices on my network. Great tool for sysadmins like me.
December 11, 2018

Spiceworks is worth it!

Laurance J. Specht | TrustRadius Reviewer
Laurance J. Specht
Manager of Personalized Learning and IT Manger
Brooklyn Laboratory Charter School (Education Management, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is great for a small organization to manage hardware assets, monitor network devices, and support ticket management. It is cost effective and offers numerous tools for that. Our team is able to communicate on support issues within tickets so we can be more effective in supporting end users. Set up was simple and the system was ready to go quickly.
December 07, 2018

Spiceworks, Quick!

Verified User
Technician in Information Technology
Banking Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you need a tool to scan your network, log with your Active Directory credentials, SSH, SNMP, and is fast, then Spiceworks is a good option. The web interface is very good, check lots of details of your environment quickly.

It's less suited to a environment where you don't know some basic credentials, or firewall protected devices, as you need to do some configuration before
December 06, 2018

Excellent Software, Outstanding Price!

Michael Timms | TrustRadius Reviewer
Michael Timms
Network Administrator II
iQor (Telecommunications, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is just a suited well to the startup that has a very small budget to the Information Technology Juggernaut that has a multi-billion dollar budget. It is not suited for an IT department that is not used to doing some troubleshooting on enterprise level software. Spiceworks can probably do what you need, but it might take you a while to set it up.
December 06, 2018

Spiceworks is an Amazing Tool

Erik Hall | TrustRadius Reviewer
Erik Hall
Office Manager
City Supply Corporation (Wholesale, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks itself is a great thing. It is more than just software, it's a network of vendors and users and I haven't seen anything like it. They provide forums where questions can be asked of other IT professionals. They have social groups for sharing common interests. They provide webinars and educational tools that put vendors and their core customers in the same room, allowing interaction and one-on-many communication. In my opinion, this is an amazing collective of all things IT.
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