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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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TrustRadius Insights
TrustRadius Insights

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)
    9.2
    92%
  • Ticket response (52)
    8.9
    89%
  • External knowledge base (47)
    8.8
    88%
  • Organize and prioritize service tickets (53)
    7.5
    75%

Reviewer Pros & Cons

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Sandeep Reddy | TrustRadius Reviewer
Sandeep Reddy
System Support Engineer
Novel Office (Real Estate, 201-500 employees)
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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

7.5
Avg 7.9

Self Help Community

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

7.3
Avg 7.7

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 7.7
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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 Competitors

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 9.2.

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

(246)

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 82)
Companies can't remove reviews or game the system. Here's why
September 21, 2023

Streamlined IT Support Excellence

Sandeep Reddy | TrustRadius Reviewer
Sandeep Reddy
System Support Engineer
Novel Office (Real Estate, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Spiceworks Help Desk is ideal for handling support, problems, and service requests. It excels at ticketing, request, and incident tracking, and it includes a knowledge library for typical problem remedies. However, it may be less suitable for large firms with complicated processes and considerable customization requirements, as well as organizations requiring service management outside of IT.
July 01, 2022

Best free product available

Verified User
Director in Information Technology
Hospital & Health Care Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you're limited by budget, there is no better free solution. We used it for about 7 years and only moved on because we felt like we outgrew the feature set. Little to no risk to throw it on a new VM and see how it works in your organization - when you see it at work with your data you'll be convinced of the value.
May 03, 2021

Great Tool for Small and Midsize Enterprise IT Departments

JR
Jeff Reed
IT Director
The Buccini Pollin Group (Real Estate, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are looking for a Free or Low Cost Help Desk for a Small to Midsize Team, Spiceworks is a perfect tool. Larger Organizations may need something more robust. We are a shop of 4 techs and close to 500 users and it works very well.
April 29, 2021

Lots of features, and you can't beat the price!

Kelly Turner | TrustRadius Reviewer
Kelly Turner
Project Manager
ProBenefits, Inc. (Hospital & Health Care, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For a small business with a limited network infrastructure, this is a great, free tool for monitoring and help desk support. In addition, there is a great community of IT specialists who have contributed to its development and are always willing to help out with configuration or issues.
April 27, 2021

Spiceworks, the T-Rex of Help Desks.

MG
Mike Goularte
IT Technician
Briarpatch Food Coop (Retail, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend it highly. With the cost of free and the customizable options the ROI is fairly high. If the company is too large I may not recommend it, but most small to medium businesses could use this help desk to it's fullest. Larger businesses with 1000+ employees spread out over large areas may be more difficult to use depending on what the company does.
April 26, 2021

Spiceworks Help Desk Review

Joe Foran | TrustRadius Reviewer
Joe Foran
Director Of Information Technology and HIPAA Privacy Officer
Continuum of Care (Hospital & Health Care, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
April 26, 2021

Great ticketing system

Héctor Aguilar | TrustRadius Reviewer
Héctor Aguilar
Ruby on Rails Developer
Chunch.es (Information Technology & Services, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For technical issues, when you have an external customer works awesomely, as well for internal IT ticketing, for development tickets that need more details, there are better tools like Jira Ticketing to manage them since more information is required in order to fix bugs or add new features our customers expect.
April 26, 2021

Spiceworks Help Desk Makes My Job Simple

Verified User
Director in Customer Service
Non-profit Organization Management Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks Help Desk from the user end is very simple. Once you submit your technology needs, I automatically receive an email stating that my ticket was received and is being processed. It's also helpful to have the VNC feature so that my IT department can automatically VNC into my computer if it's a quick fix. At times Spiceworks Help Desk can be tricky because as someone who's not in a Tech role at my company, it can be hard to describe what I need assistance with writing.
April 26, 2021

Spiceworks Help Desk gets the job done!

CH
Cynthia Hinderliter
Dept Chair of IT
Pekin Community High School (Education Management, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This works for us in a couple of different ways. It allows users to create their own tickets OR we can input directly. It is very easy to modify tickets if additional information is added. It is an easy end-user experience in creating and updating tickets. The portal also gives a landing page for all users.
April 26, 2021

Great Free Help Desk

Verified User
Director in Information Technology
Education Management Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks Help Desk is a great entry-level help desk package and the price (free) can't be [beaten]. If you only have a few technicians then it might be a good fit for you. Users can submit tickets via email or through the support portal. One feature that we like is the ability to customize the email notifications to suit our needs and include our logo. It makes things look a bit more professional. There aren't a lot of bells and whistles in Spiceworks but what it does, it does well.
April 26, 2021

Spiceworks is highly recommended. Did I mention it was free?

JR
Justin Reslan
Software Support Specialist
Kerkering, Barberio & Co. (Accounting, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is perfect for an environment that is looking for a low-cost custom-made solution to handle your IT Support requests. It may not work well for an MSP that manages multiple companies and wants to keep them separated.
April 26, 2021

Spiceworks Help Desk- A Great Deal Even if They Charged for It!

David Yates | TrustRadius Reviewer
David Yates
President
Geeks-r-Us, Inc. (Computer & Network Security, 1-10 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We find it most helpful in a single-entity small-business/for-impact organization environment. We have not found it particularly effective when used with organizations supporting larger or on-contract IT teams. Our only exception to this is when budgetary requirements of other commercial products are outside of an organization's budget, and then the totally free aspect of Spiceworks can be particularly helpful.
April 24, 2021

Spiceworks Help Desk is a great ad-supported option for coordinating end user support

Verified User
Supervisor in Information Technology
Chemicals Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If an organization lacks a help desk ticketing system or perhaps is currently paying a lot for one that does nothing but track help desk requests, then Spiceworks Help Desk could be a good no/low-cost option. We tried using Spiceworks Help Desk's other features for tracking assets but found it wanting. If you need a solution that offers a help desk tool, asset tracking, software deployment, and other features, then it's probably best to pay for another solution.
April 23, 2021

Spiceworks Help Desk is powerful software at a community price.

DG
David Gregoire
IT Director
Nevada Corporate Headquarters (Professional Training & Coaching, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks [Help Desk] is well suited for small businesses looking for a turnkey solution to handle IT ticketing workflow. I would say that it isn't as well suited for larger businesses where tight integration and reporting is required.
April 23, 2021

Spiceworks' Help Desk will SAVE your IT department! And your budget.

William Votta | TrustRadius Reviewer
William Votta
IT Manager of the Americas
Nelipak Healthcare Packaging (Packaging & Containers, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I already have recommended [Spiceworks Help Desk], many times. It's such a simple onboarding and very powerful. When you just need SOMETHING this is way, way better than nothing. It has app support, is totally $0 cost and even extensible (especially if used on premise). There's even a lot that can be done on the inventory side which I use along side the cloud piece for inventory purposes alone. It's great to know what's out there (albeit for most accurate info the Spiceworks Agent should be installed).
April 20, 2021

Spiceworks ... Use it every day!!

Tim Roberts | TrustRadius Reviewer
Tim Roberts
IT Network Coordinator
Miller Environmental Group, Inc. (Chemicals, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Any SMB that needs an effective ticketing tool should look into Spiceworks before even looking at paid for tools. It has been used here for a multi-state/national company here in the U.S. for over five years and haven't looked back.
April 08, 2021

Spiceworks a good tool for smart business

Jeremy Mayfield | TrustRadius Reviewer
Jeremy Mayfield
IT Director
Suwannee American Cement LLC (Mining & Metals, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Its a good small business platform, but I do not know how well it would fit into a larger enterprise like a SolarWinds. If you are looking for a full ITSM with integration you might need to look at something else. For Helpdesk needs, you can not go wrong with this option from Spiceworks.
April 01, 2020

Spiceworks, all the spice and none of the heartburn.

Dan Sarauer | TrustRadius Reviewer
Dan Sarauer
Computer Support Supervisor
City of Eau Claire (Government Administration, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For someone who is looking to get a ticketing system in place rather than having to sift through troubled users' emails, Spiceworks is perfect and the price is right. It's also a great tool to take inventory and stock of what you have in place and are deploying. It lacks in having detailed metrics because it relies on the technicians to do the time logging.
February 19, 2020

Spiceworks tool for inventory auditing of hardware and software

Verified User
Administrator in Information Technology
Retail Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The Spice works tool is excellent for companies on a tight budget to get an inventory of assets for hardware and software inventory. The ability for us to customize the reports allows us to create custom-tailored ones for different departments if they want to view all their current hardware inventory.
February 19, 2020

Spiceworks is a great free option

Barrett Ford | TrustRadius Reviewer
Barrett Ford
Client Support Specialist
Iowa State University (Higher Education, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is great for places with small tech budgets. Its free version is great to use, especially as a ticket system to keep things efficient in the office. The inventory section can be super useful in smaller networks. In larger companies, it would be better to use the paid version and have a tech dedicated to running the server.
January 24, 2020

Spiceworks

Jewitt Bradley | TrustRadius Reviewer
Jewitt Bradley
IT Administrator
Community Service Programs of West Alabama (CSP), Inc. (Non-Profit Organization Management, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The contract function helps you stay up to date with vendor contracts. Also the help desk is a very useful function that continues to get better and it is a free utility along with inventory, remote desktop, network scanning, and a host of other features that help one-man shops to small businesses.
January 24, 2020

Spiceworks Works!

Verified User
Manager in Product Management
Semiconductors Company, 201-500 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks has helped us to know that we are responding to every customer email and how long it takes for us to get there. It truly does not stack conversations as well as I had hoped.
January 23, 2020

Free and Wonderful!

Verified User
Manager in Information Technology
Education Management Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Some people don't need a ticketing system, but you can use this one for free. Some people don't need asset tracking, but this one is free. However, in general, I highly recommend being a member of the online community just for the sake of knowing that you're not alone with the pain of printing, and even if you don't know something, someone in the community is usually ready and waiting to help.
January 22, 2020

Spiceworks is an awesome community with great tools and features.

Verified User
Administrator in Information Technology
Civil Engineering Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is a great tool / set of tools for any sized company. They also have a yearly conference that is one of the best in the tech industry. Besides help desk and inventory there are other free tools for use by IT staff. There are also webinars that include vendors and other industry professionals which are very useful.
January 16, 2020

Spiceworks, can't miss!

JA
Jamie Abraham
IT Support Technician
Three H Furniture (Furniture, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks will help you remain relevant and help get you up to speed in the ever changing technical landscape. It is well suited to anyone within the IT community, whether you are a beginner or an old dog. The topping on the cake has to be the Spiceworld Event held annually.
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