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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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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)
    9.6
    96%
  • Ticket response (52)
    9.4
    94%
  • External knowledge base (47)
    8.9
    89%
  • Organize and prioritize service tickets (53)
    7.7
    77%

Reviewer Pros & Cons

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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

7.8
Avg 7.8

Self Help Community

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

7.4
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 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 9.6.

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

(244)

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

(1-25 of 29)
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
Incentivized
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).+
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
Mitch Tuckness | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I am happy with the product. It meets all the features I need and it even has additional ones I don't. For the support you get from the forums and for the cost (free) I don't think you can beat the system and the advertising is not as intrusive as I thought it would be and that was my main issue when I first installed it. I thought that because it is free it would be filled with ads and basically work as adware.
Duke Pustay | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
As previously stated, you can't beat free. Especially when a product works this good. We have never had an issue with it going down. There is also a strong community of Spiceworks fanatics who are always willing to help! Also had mobile apps to maintain your business on the go. No complaints, would recommend to any friend or business!
A.J. Stringham | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Chances are I won't be starting my own company and chances are that any future employer doesn't have Spiceworks as its helpdesk. I wouldn't go against using it. If I walked in as the new IT guy somewhere and they had nothing, I'd get it setup without a second thought. But for a helpdesk solution, there are much better options.
Tim Catania | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Spiceworks does what I have not seen any other system do. It consolidates many excellent features into one dashboard. We no longer have to mange 4 or 5 different services. Our Spiceworks install has us covered both from computer management as well as from a help desk ticketing system standpoint. I'd give it a 10 because it meets our needs and it has surpassed our expectations.
Nikki Blake | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
With each upgrade of Spiceworks, I enjoy working with it that much more. As I continue to browse and/or participate in the Spiceworks community forums, I learn that much more about how to approach difficult or tricky problems and to do a better job for my users in general. I look forward to using the program for a long time.
Chris Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free.
Bojan Stojanovski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I would love to use it again, but currently I am working in a private company where usage of such application is not necessarily needed since it's a small company. But if we grow up and our LAN expands I definitely recommend using Spiceworks and enhance our LAN management to the next level.
Lauren Fitzpatrick | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Because it makes my job easy! It gives me all the resources I need to be effective at what I do and also be able to assist others with their IT needs at the same time. Even if I end up at a big business someday, I will still remain an active Spiceworks community member!
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