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…
Recent Reviews
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
- Ticket creation and submission (53)9.393%
- Ticket response (52)8.989%
- External knowledge base (47)8.888%
- Organize and prioritize service tickets (53)7.575%
Reviewer Pros & Cons
Pricing
All Tiers
Free
Cloud
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Spiceworks Help Desk Demo
YouTube
Features
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- FAQs
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 9.3.
The most common users of Spiceworks Help Desk are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
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!
- 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
(51-70 of 70)Companies can't remove reviews or game the system. Here's why
August 19, 2015
Spice Up Your IT Department with Spiceworks.
- BMC Track-It
Spiceworks is a multifaceted tool. Speaking of helpdesk I find it easier to use than BMC Track-It and so does the staff.
July 15, 2015
SPICEWORKS is Great for Hardware Asset Management
Spiceworks is FREE and very very powerful
May 11, 2015
Spiceworks Helpdesk & Inventory Review
- Trackit,Telelogic SYNERGY
I compared Spiceworks to the Trackit system and it offered the same features at a better price point and less installation woes. Trackit was a good ticketing and inventory system, but it was slow and required more resources than the Spiceworks software package. The inventory feature on Spiceworks gives you more detailed information and is faster, along with new items scans on a scheduled basis.
April 08, 2015
Spiceworks - A Simple Review
Both of these products are free to use, but are appropriate for different situations. TeamViewer is best used in "one time" kind of situation where you need immediate access to someone else's desktop or laptop, where Spiceworks, is best for a permanent solution. In version 7, Spiceworks released a remote desktop functionality which works very well, but you must be on the same LAN. TeamViewer will work as long as both devices are connected to the internet.
April 08, 2015
SpiceWorks Keeps My Work Spicy!
- BMC Track-It,HelpDesk Authority
I was previously using HelpDesk Authority and when the renewal came due, it was close to $700. I had been hearing about Spiceworks through LinkedIn, so decided to give it a try.
February 25, 2015
Why Spiceworks works: Your personal help desk minion
- None used
February 04, 2015
Simple to understand with countless options!
I do not have any experience with a comparative product.
December 30, 2014
It's okay for SMB but not great
Spiceworks does things Autotask doesn't and vice versa. However, if you remove the network inventory aspect from Spiceworks, it's inferior to Autotask in every way, with the exception of price. Autotask is a CRM, Time Tracker, Helpdesk, KB, Projects, all of it. Spiceworks doesn't do half of the things Autotask does, and, what it does do, it doesn't do as well.
December 18, 2014
Spiceworks - don't leave work without it!
None, I tried Spiceworks and stopped looking.
June 17, 2014
Spiceworks - IT Everything at a glance.
We used some paid solutions (Connectwise) and a free open source product called OTRS. While both of these products were excellent, Spiceworks has an all-in-one dashboard that really meets all of our needs in one location. Additionally, Spiceworks is free and that is a huge plus for a small IT department like ours. I would choose Spiceworks over the competitors any day.
June 16, 2014
Spiceworks for the win!
The only other products like Spiceworks I have tried are for the ticketing/helpdesk portion. The other pieces of software were ConnectWise and Tigerpaw, both are very complicated to get setup and working and cost a lot. They do their job very well, but you need a full time admin to manage those other software packages.
June 13, 2014
Spiceworks = Hot Stuff
- Dell KACE 1000
As far as inventory and help desk, Spiceworks can do just about anything the KACE 1000 can do. However, KACE has a few features that I really like:
If you need more direct control over your systems, KACE may be worth looking into. However, take a good look at Spiceworks' feature before you spend a couple thousand dollars on a product that may be a lot more than you need.
- The agent is compatible with Windows, Mac, and Linux
- Scripting: KACE has the ability to store and run scripts against any of the managed machines. For example, we have a script to reset the local admin password. Just select the script, select the computer, and hit Run.
- Managed Installs: With KACE, you can assign a piece of software to all or a group of computers and it will automatically install it when the computer checks in on the network.
If you need more direct control over your systems, KACE may be worth looking into. However, take a good look at Spiceworks' feature before you spend a couple thousand dollars on a product that may be a lot more than you need.
June 06, 2014
Spiceworks, Where IT goes to work
- Track-it and Service Center
Spiceworks does so much more than any of the ticketing systems I've used. The inventory feature is so helpful.
- Sysaid,Mediawiki,Liferay,nmap
I selected Spiceworks because it replaces a lot of different software packages. By combining inventory, help desk, purchasing, and support forums, I can solve just about any problems with IT infrastructure in my organization from start to finish with tools in Spiceworks. Plus, it's free, so there is really no contest, Spiceworks wins hands-down.
June 05, 2014
Use Spiceworks, you won't regret it.
June 05, 2014
The Perfect All-In-One IT Solution for SMBs!
- BMC Remedy IT Service Management Suite,CA Service Desk Manager
Besides the advanced SLA and change management features in CA and BMC, Spiceworks does everything they can do, but with a little more spice! Most of the bigger brand ServiceDesk softwares do just that - servicedesk. Whereas, Spiceworks does servicedesk and IT management tasks all in one. You can't beat that!
June 04, 2014
Spiceworks truly is "Everything IT!"
- Manage Engine,Zendesk,Feng Office
Spiceworks was the clear winner in the battle of the Help Desk solutions for us. The options, features, and abilities provided within the software, combined with the cost, the productivity benefits, and the rollout process made it an easy decision. The real "push" over the competition had to absolutely be the Forums and Spiceworks Community available for questions, support, and technical answers at any time of the day, anywhere in the world!
I've used HEAT, it's an enterprise software. Spiceworks does not have the inventory tracking as needed. Spiceworks has an inventory tracker but it's not exactly the correct idea. All it does is it scan the network. People want to be able to use it like they would an Excel sheet. We've also tried ONTime, but OnTime is not even meant for helpdesk.
June 03, 2014
Spicy Review!
Well a lot of help desk systems include the same features but those costs thousands of dollars. Spiceworks is free! How can you beat that! And they have free support as well who are very responsive and helpful. Spiceworks also has its own community where fellow SpiceHeads help each other all the time! People build custom reports and extensions and share them with the community.
January 21, 2013
Ideal helpdesk tool for SMB
Score 8 out of 10
Vetted Review
Verified User
Track-It