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

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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

7.6Avg 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
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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 81)
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Score 8 out of 10
Vetted Review
Verified User
  • Easy implementation
  • Free licensing for most critical features
  • Does a good job of maintaining a free product
  • Help desk is a bit underdeveloped
  • Lack of flexibility prevents it from being a real monitoring solution
Score 10 out of 10
Vetted Review
Verified User
  • Easy creation of tickets whether via email or input directly from staff.
  • Multiple options including the ability to add-on or modify as needed.
  • Easy end user experience in creating and updating tickets.
  • User portal giving a landing page for end users accessible via browser.
  • The cloud version has some limitations when it comes to how emails are sent to it via specially made applications.
  • More roles and notifications options specific to each role.
Joe Foran | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • 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
Héctor Aguilar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Responsive runs on almost any device.
  • Light and easy user interface for both users, administrators, and developers.
  • Easy to set up on your own cloud or using their servers.
  • The fonts and colors could be more light.
  • The UI could be more minimalistic.
  • The setup wizard could be better.
April 26, 2021

Great Free Help Desk

Score 8 out of 10
Vetted Review
Verified User
  • Easy for users to submit tickets
  • Informative ticket update email notifications
  • Smartphone app makes it easy to track tickets on the go
  • Ticket updates are at the bottom of the page and require you to click the "More" link to see them. Sometimes our techs miss the latest notes [on] tickets
  • Not many customization options in the help desk view for techs
  • Searching for old tickets is a little clumsy
Score 10 out of 10
Vetted Review
Verified User
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
  • Email templates to clients can be a little hard to manage.
  • [The] free version has quite a few [advertisements].
David Yates | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • Easy to deploy either cloud or on-premise.
  • Access from any device via [a] web browser interface.
  • Integrates with active directory.
  • Reasonably customizable (even the cloud version) for specific use cases.
  • Integration with Spiceworks Community and Partners not always desirable, but there anyway.
  • Does not support ITIL guidelines.
  • 3rd-Party product integration lacks some ability to fine-tune data flow.
Score 7 out of 10
Vetted Review
Verified User
  • It's an ad-supported platform, which lowers the cost to entry.
  • It's capable of processing hashtags in emails, making it easier to convert user emails into tickets through forwarding with hashtags.
  • Is easily customizable to expand the list of available categories, departments, etc.
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
Score 9 out of 10
Vetted Review
Verified User
  • The dashboard is very helpful for a heads up view of the current status of tickets
  • It is very easy to deploy and configure
  • It has a wide user base with online help when you run into configuration issues
  • Easier integration into other platforms
  • The ability to easily backup help desk
  • Better mobile support
William Votta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Cloud environment requiring nothing more than an email with the right domain is great (no new passwords needed)
  • Excellent knowledge base capabilities
  • Integration with remote administration tools like VNC
  • User portal to act as a kind of IT intranet is VERY flexible
  • When cloud hosted, AD integration isn't the best, it forces users to log in and stops working entirely when on premise services are unavailable and passwords aren't known
  • Additional support for direct deployment of things would be nice, a lot leans on manual GPOs and other things to leverage the additional information made visible by the Spiceworks Agent, for example
  • More workflows available, stuff seen in SolarWinds (tho perhaps this is available now)
Dan Sarauer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Inventory Tracking, its automated scanners can take stock of so much
  • Price, it's F R E E, free!
  • Adoption is super simple, it's easy for admins and users to learn how to use it.
  • Reporting is robust and very easy to use.
  • The user portal is a great tool for end-users.
  • Has a hosted cloud or on-premise option to accommodate all your needs.
  • Add-ons are there, but it can be difficult to find ones that work with your version and for your use-case.
  • Task timers are missing. The ability to track time logged on a ticket without having to enter it arbitrarily after the fact would be great but is sadly lacking.
January 24, 2020

Spiceworks

Jewitt Bradley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • The help desk allows us to have a ticketing system without breaking the bank.
  • Collaborations with a huge number of vendors.
  • Syncing online help desk with on-site.
January 24, 2020

Spiceworks Works!

Score 6 out of 10
Vetted Review
Verified User
  • Each ticket has a timestamp of when it was received, making it easy to see our response times.
  • Spiceworks displays live data on how fast we respond and how long it takes us to close requests.
  • Recipients added to distribution as CCs do not always get the emails from Spiceworks.
  • Spiceworks does not allow us to break up a conversation.
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