Streamlined IT Support Excellence
Spiceworks ticketing tool has great advantage to track day to day issues related or service request related tickets, User interface was …
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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Popular Features
- Ticket creation and submission (53)9.292%
- Ticket response (52)8.989%
- External knowledge base (47)8.888%
- Organize and prioritize service tickets (53)7.575%
Reviewer Pros & Cons
Pricing
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Free
Cloud
Entry-level set up fee?
- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Spiceworks Help Desk Demo
YouTube
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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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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 9.2.
The most common users of Spiceworks Help Desk are from Mid-sized Companies (51-1,000 employees).
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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!
- Business Problems Solved
- Pros
- Cons
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
(51-75 of 81)Companies can't remove reviews or game the system. Here's why
April 17, 2018
Spiceworks - Cheap and Easy Solutions
I currently use Spiceworks as my helpdesk application, my network inventory manager, and to host a company portal, where employees can access information that has been shared by IT. Spiceworks has made it easier to manage the devices on my network and to evaluate their relationships and configurations. It also provides a great platform for communication from IT to the rest of the company. In addition to the services provided by Spiceworks, I also utilize the Spiceworks community, for tackling issues that I haven't been able to wrap my own head around. The Spiceworks community is a GREAT place to get feedback on ideas, answers to questions, and help with overall challenges.
February 15, 2018
Spicework the hot chilli to help give you a kick.
I use Spiceworks to perform an inventory of my network and devices. I also monitor security and track issues and apply patches within the different apps it uses. it lets me control IP addresses check on tickets that clients generate using the client portal. The appearance can be changed to show what tools are being used to monitor issues.
Overall a good application to use.
Overall a good application to use.
December 12, 2017
Spiceworks- free but worth so much more
I use Spiceworks to manage all of the networking equipment to ensure uptime. The software is currently only being used within the Information technology department. I searched long and hard to find a single product that would do both monitoring and inventory control. Spiceworks does all that I was looking for to do with multiple products all in one.
August 09, 2017
Spiceworks is a great tool for any system administrator to automate their labor intensive jobs
I am using Spiceworks to inventory hosts, get details on servers connected to our network and monitor up-time. We also use Spiceworks to monitor cloud activity from within the enterprise on a user level.
September 21, 2016
Spiceworks Review
Score 10 out of 10
Vetted Review
Verified User
Our team solves tickets everyday using Spiceworks. Love the fact that users can log in and check on the status of their ticket. The email notifications for incoming tickets is also very good. It greatly increases our company's performance without costing anything. This is easily the best ticketing system available on the market.
September 16, 2016
Spiceworks: The Basics & More
We use Spiceworks across our organization. We primarily use it as a help desk and ticketing system. We also use some of the other inventory and reporting features and have considered using other third party applications with Spiceworks. It has provided users with a single point to report IT issues and provided us in IT with a great way to track ticket issues and our time spent in different areas.
September 06, 2016
Spiceworks IT Department review
We chose Spiceworks as a help desk ticketing system for our IT team. It works amazing, is easy to use and set up, and does everything we need it to and more. We use it as a way for users to submit tickets to our IT Department by email; assign the tickets, track the ticket history and even look at past ticket history. It does a lot more but we do not use most of the features or are not currently utilizing them. The best thing about it is that it is free and the support is free too! Another great feature is the forums and articles where lots of other IT professionals get together to talk and answer questions. We use this quite often to help with issues that we might be facing or read how others are using technology in their workspace.
We highly recommend it, in fact we have to many other professionals, even in our own organization.
We highly recommend it, in fact we have to many other professionals, even in our own organization.
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.
September 16, 2015
Strong community and the price is right!
Spiceworks is used over the entire organization. Unfortunately, when I was in the construction retail business, not many users were very technically adept. Having to log onto a website, log in using domain credentials, submitting a ticket via the portal and following/tracking their ticket via the portal was not really too user friendly. Our users did not have the patience to learn to use it, rather opting for phone calls or direct emails.
Our IT department on the other hand used Spiceworks much more thoroughly, and it helped us audit machines, track reboots, update the knowledge base, and more! I enjoyed using it for the short period of time I did so.
August 19, 2015
Spicetabulous
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.
August 19, 2015
Spice Up Your IT Department with Spiceworks.
We use Spiceworks in a variety of ways: helpdesk ticketing and tracking, inventory tracking and management, as well as a trouble shooting tool and to submit purchase requests.
July 15, 2015
SPICEWORKS is Great for Hardware Asset Management
Spiceworks is a great tool to use for everyday network management. It can scan network for devices and gives great detail on hardware/software. I use this tool daily to check for any unwanted software users may have installed or to check the health of a machine in question. I would recommend Spiceworks to anyone who doesn't already have this in place. It is very easy to set up and very easy to manage.
May 11, 2015
Spiceworks Helpdesk & Inventory Review
Spiceworks is being used by the LCCA IT Department. It was determined that we needed an easy to use, fast and ultimately free help desk product that didn't take a lot of install time or agency resources to deploy. Since the usage of a help desk system allows users to regulate their level of interest in participating with IT on receiving technical support, it also allows them the ability to update and learn from the information the Technical Support staff supply them to resolve their issue. This ultimately makes it easier for the technical staff because the end user can reference the ticket if it occurs again. It also helps the end user by saving them time to search for a technician.
Without the Spiceworks support portal, I would have people come into my office all the time for support or to ask simple questions about none critical issues. Not only is this time consuming for the end user, it interrupts the technicians if they are working on other projects or managing network resources at the time. Since we are a 911 Dispatch Center, the dispatchers don't have the time to leave their stations, so once again the help desk system helps a lot because they can visit the portal, leave a ticket and I can evaluate the severity of the request based on others in the queue, well worth the price of free.
I also want to mention the support forums and the in-house support that Spiceworks has. If you are having issues with Spiceworks, the install, updating or even having issues finding a resolution for a support ticket that was submitted, someone else has probably already encountered it and asked on the forums. The support forums are built into the ticketing system so it's easy for the administrator and the end user to research issues if they desire or require it. The in-house support is also great, they are there and answer very fast, they also participate in the forums a lot.
Without the Spiceworks support portal, I would have people come into my office all the time for support or to ask simple questions about none critical issues. Not only is this time consuming for the end user, it interrupts the technicians if they are working on other projects or managing network resources at the time. Since we are a 911 Dispatch Center, the dispatchers don't have the time to leave their stations, so once again the help desk system helps a lot because they can visit the portal, leave a ticket and I can evaluate the severity of the request based on others in the queue, well worth the price of free.
I also want to mention the support forums and the in-house support that Spiceworks has. If you are having issues with Spiceworks, the install, updating or even having issues finding a resolution for a support ticket that was submitted, someone else has probably already encountered it and asked on the forums. The support forums are built into the ticketing system so it's easy for the administrator and the end user to research issues if they desire or require it. The in-house support is also great, they are there and answer very fast, they also participate in the forums a lot.
April 08, 2015
Spiceworks - A Simple Review
Spiceworks is currently being used by our entire organization. We are using it for hardware and software inventory purposes, as well as using it for logging of our trouble tickets through the Help Desk. Our IT department also uses it to log the IT related purchases we are making, and who the purchases were made for.
April 08, 2015
SpiceWorks Keeps My Work Spicy!
We use Spiceworks in our IT Department and in our Maintenance Department. Users email work to separate email addresses which then are deposited in a ticket inside of Spiceworks. End users can also jump on our Intranet site and submit a ticket through the Spiceworks Portal. It's helped both of these departments to stay on top of work and helps end users feel like their work is in the schedule.
February 25, 2015
Why Spiceworks works: Your personal help desk minion
Spiceworks is currently being used company-wide in many ways. For us, it's our means of inventory and monitoring. For our users, we use the help-desk ticketing system to track problems and respond in a timely fashion. It allows us to document and keep a history of issues, which is invaluable in IT.
February 04, 2015
Simple to understand with countless options!
As Medical Management Company we support multiple hospitals and assisted living facilities. We use Spiceworks to track inventory, security settings, ink and toner, as well as track and log tickets. Spiceworks helps us stay organized and gives us the ability to handle multiple issues at once.
December 30, 2014
It's okay for SMB but not great
Spiceworks was used as a ticketing/helpdesk and networking inventory software. We used it for our only location for the network portion but the remote users, in addition to local users, used the ticketing portion. This helped us track issues that were arising, see and also anticipate potential problems and assisted when urging those with the credit cards to make, what we knew to be, very much needed purchasing decisions.
December 18, 2014
Spiceworks - don't leave work without it!
The main purpose for selecting Spiceworks was for improved communication among IT department members in regards to ownership and updates of open IT tickets. Spiceworks is so well integrated that we can manage any IT tickets from anywhere in the world that has access to e-mail. The ability to use command prompts by way of e-mail makes us available virtually 24/7. For a small company it allows us to service our internal customers as if we were a 50 person strong department.
June 17, 2014
Spiceworks - IT Everything at a glance.
Our company uses Spiceworks to manage computers and in a help desk function. Spiceworks is currently being maintained and used by our technicians. Additionally, we use it to allow users to submit computer and technology issues. Their alert system is awesome and their ticketing system addresses our need for for issue tracking and management.
June 16, 2014
Spiceworks for the win!
We are currently using it company wide as a help desk ticketing system to help with logging of issues and to make sure users get the support they need in a timely fashion. Spiceworks addresses the issue if some of our support team is out or busy with something else they can log a ticket and we will see it right away and asses how urgent the issue is.
June 16, 2014
Supremely useful AND it's free? Yes, please!
Spiceworks is currently used by the IT department to track help desk tickets and manage PC/server/printer inventory. Users submit trouble tickets via email which generates a ticket within Spiceworks and notifies all IT staff. This process helps prioritize IT tasks based on existing issues and IT staff availability, track trending issues, as well as improve user satisfaction. The scanning/inventory function allows IT staff to view information about a user's PC (software installed, serial number, IP address, etc.) without being physically present. The built-in remote control (RDP) feature is especially helpful.
June 13, 2014
Spiceworks = Hot Stuff
I am currently using it as a backup to our Dell KACE appliance. Since it's agentless scans can collect more data than KACE's, it is a great way to monitor and collect information about systems that we do not want to install an agent on, such as servers. Plus, due to it's low system requirements and the fact that I'm the only one using it right now, I have it running on a spare laptop on my desk.
June 13, 2014
Spiceworks - Great IT Tool
Spiceworks is being used by our information technology department to better service our county. We use it for its ticketing system as well as its inventory system. The ticketing system allows for easy customization and allows user to enter tickets through a ticket portal that ties into their window's credentials. The Inventory system does periodic network scans of many devices from PCs and printers to network switches.
June 06, 2014
Spiceworks, Where IT goes to work
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.