Spiceworks Help Desk

Spiceworks Help Desk

Top Rated
About TrustRadius Scoring
Score 8.7 out of 100
Top Rated
Spiceworks Help Desk

Overview

Recent Reviews

Spiceworks Help Desk Review

9 out of 10
April 26, 2021
Spiceworks Help Desk is used to manage our entire IT helpdesk operation. Users across the entire company access it to submit helpdesk …
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Great Free Help Desk

8 out of 10
April 26, 2021
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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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Customer Support 2021

Popular Features

View all 13 features

Ticket response (50)

9.1
91%

Ticket creation and submission (51)

9.1
91%

External knowledge base (45)

8.9
89%

Organize and prioritize service tickets (51)

8.8
88%

Video Reviews

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Pricing

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Features Scorecard

Incident and problem management

8.5
85%

Self Help Community

8.7
87%

Multi-Channel Help

7.5
75%

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

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Comparisons

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Frequently Asked Questions

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 is generously backed by multiple investors, most notably Goldman Sachs.

What is Spiceworks Help Desk's best feature?

Reviewers rate Ticket creation and submission and Ticket response highest, with a score of 9.1.

Who uses Spiceworks Help Desk?

The most common users of Spiceworks Help Desk are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews

(1-25 of 26)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Spiceworks team is very responsive and caring to your needs. Both the Spiceworks team and all of the community professional members are at your disposal to get help when you need it. It is their mission to help others be able to do their jobs better than they could on their own.
January 15, 2020

Great Free Product

Sam Othman | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
We have actually never used the support. We installed it on-prem and managed it on our own. I do like the Spiceworks Community which I use all the time to research and find fixes for other problems (not Spiceworks related). Spiceworks just seems to work, without any issues so luckily I have not needed to reach out to support.
Cesare Arienti | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I didn't have a direct support contact, but the KB was very helpful and well explained. There's also a periodic mailing list that advise you of new interesting updates and 0-days. The official forum is full of custom users script that you can use and adapt for your deployment, this is fantastic!
Score 8 out of 10
Vetted Review
Verified User
Review Source
While I have not had any occasion to seek support, the KB articles and Spiceworks stories give a lot of insight on the types of issues that other Spiceheads experience. On occasion, I have had the opportunity to participate in podcasts organized on a variety of subjects, which are very welcome especially the ones on IT security.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I like Spiceworks but they have no Phone support that I know of and everything is through email. I have had some downtime in the past and trying to work through email can be tedious. I think if you pay for support that you can gain access to phone support but I wouldn't use it enough to justify it. But I bet a larger install at a larger company would make sense.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Because Spiceworks is an easy install, I did not have to reach out to support at all. Any time I need assistance or a question I would just browse their website and get the answers I needed. For instance, the problem with system resources is available on their website and instructions on how to resolve the issue.
Brian Knott | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Spiceworks has always stood up to what it says it will do. I never had an issue and always have tools I need right at my fingertips. I would recommend this product to anyone in IT that is looking to have a central place of data of the devices on their network.