Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading
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 …
Continue reading

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 …
Continue reading
Read all 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

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

View all pros & cons
Sandeep Reddy | TrustRadius Reviewer
Sandeep Reddy
System Support Engineer
Novel Office (Real Estate, 201-500 employees)
Return to navigation

Pricing

View all pricing

All Tiers

Free

Cloud

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Product Demos

Spiceworks Help Desk Demo

YouTube
Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

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

(51-75 of 82)
Companies can't remove reviews or game the system. Here's why
April 17, 2018

Spiceworks - Cheap and Easy Solutions

Phillip Barrios | TrustRadius Reviewer
Phillip Barrios
Network Engineer / Systems Administrator
Arrow Moving & Storage Co., Inc. (Transportation/Trucking/Railroad, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is well-suited for small-to-medium sized networks. I use it on 5 networks that are all connected via VPN. In this setup, I can set up the remote sites, to report back to the primary site, so that they are all tied together and cooperating. Spiceworks may not work as well, or be as necessary, where money has been invested in more sophisticated software that handles aspects of what Spiceworks covers.
February 15, 2018

Spicework the hot chilli to help give you a kick.

Iain Young | TrustRadius Reviewer
Iain Young
senior consultant
Northwest Cybersecurity (Computer & Network Security, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The desktop version is good for small business and also using the online version means you can work from anywhere, Tickets from clients mean you can respond quicker than some other apps. The Spiceworks community has knowledgable members who are always willing to share experiences and tricks and tips for your business.
December 12, 2017

Spiceworks- free but worth so much more

Louis F. DeWeaver III, M.S.I.S. | TrustRadius Reviewer
Louis F. DeWeaver III, M.S.I.S.
Network Engineer
Northwood University (Higher Education, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • PROS

    It's free. Extensible with other (not free) products. Good basic monitoring. Easy to use and understand. Spiceworks is also big on training. For example, you can attend Spiceworks University regional events to get hands-on training from certified trainers, watch the free training videos on Spiceworks TV, and participate in the free IT Webinars.

  • CONS

    Currently only supports Windows servers. I would like so see it be available for the Linux operating system.

August 09, 2017

Spiceworks is a great tool for any system administrator to automate their labor intensive jobs

Barry Watts | TrustRadius Reviewer
Barry Watts
Sr. Network Administrator
Overhead Door Corporation (Building Materials, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for Hosts inventory and I would highly recommend it for that. The ability to obtain software installations, mac addresses, bandwidth used and updates that are needed is one of the best I have ever used. I would not recommend Spiceworks for any type of professional network monitoring or configuration.
September 21, 2016

Spiceworks Review

Verified User
Technician in Information Technology
Information Technology and Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you don't want to spend money on a ticketing system, Spiceworks is the way to go. I would go as far as saying it beats lots of paid solutions. Very well suited for all IT related business needs. I don't see any flaws or drawbacks in this ticketing system. A must have for any business.
September 06, 2016

Spiceworks IT Department review

Zach Olsen | TrustRadius Reviewer
Zach Olsen
Network Administrator
MedQuest Pharmacy (Hospital & Health Care, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's great for a help desk ticketing system, that does not need to be very robust. It works great for our environment, and actually does it pretty well. We stopped using another product that we were paying for that was much more complex and expensive because Spiceworks was so simple. You can't beat the price also.
April 04, 2016

Spiceworks Review

Verified User
Project Manager in Information Technology
Higher Education Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Well Suited: Free solution with many many uses that is supported by many major vendors.
Needs some work: Knowledge base needs to be more easily customizeable for internal systems only.
August 19, 2015

Spicetabulous

Demitri Pevzner | TrustRadius Reviewer
Demitri Pevzner
IT Infrastructure Manager (Americas)
Bureau van Dijk (Information Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would say Spiceworks is a well rounded Swiss army knife, that comes with a pre-built knowledge database, and a community of like-minded IT professionals. This is truly a priceless asset, as I am able to get live feedback from real professionals. Having a group of experts offer advice on your infrastructure issues is great, but having it part of your one stop shop for helpdesk needs is overly convenient.
August 19, 2015

Spice Up Your IT Department with Spiceworks.

Patrick Yeager | TrustRadius Reviewer
Patrick Yeager
Systems Administrator
Costa Del Mar (Sporting Goods, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I wouldn't suggest Spiceworks for very small offices with less than 10 machines or over 1000. I have often recommended Spiceworks be used for service vendors. The helpdesk system can be adapted to work as a time management and invoice tool for them.
May 11, 2015

Spiceworks Helpdesk & Inventory Review

Mitch Tuckness | TrustRadius Reviewer
Mitch Tuckness
IT Coordinator
Lea County Communications Authority (Government Administration, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The Spiceworks software collection has a sensor for everything. If you have to ask specific questions on what features you are looking for or if you think all help desk software's look and feel the same, then you're not looking for the right things.

Spiceworks is great for small to medium and even large organizations that don't mind ad placement or other advertisement within their ticketing systems. As a governmental agency, this was the perfect help desk portal for us to use, saving tax payers money that would be used for other projects.

With that said, Spiceworks might not be appropriate for companies that are looking for an in-house solution that isn't driven by ad placement. So in those cases it might not be a good fit, but for smaller companies that cannot afford to invest in a Tech Support Portal like Synergy or Trackit it's a great start. Not only do you get the ticketing system, help-desk portal you get network management tools and asset management. You also are able to build up an in-house support database that customizes itself to past support ticket information.

Overall I like the system. I have had excellent luck with it, our users love the easy of use and I like the asset management and warranty monitoring within the software, it's reminded me a few times or warranties that are getting close to expiring that were not documented by previous staff.
April 08, 2015

Spiceworks - A Simple Review

Jeremy Rochow | TrustRadius Reviewer
Jeremy Rochow
Network Administrator
Cascade Die Casting Group, Inc. (Automotive, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's best if run on its own device, whether that be a server or a desktop (this would depend on the size of the network). This also runs best in an environment that is in a domain, not a workgroup. In a workgroup, it is difficult to provide authentication that will work across all devices.
February 25, 2015

Why Spiceworks works: Your personal help desk minion

Duke Pustay | TrustRadius Reviewer
Duke Pustay
Network Engineer
InMed Group (Information Technology and Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Seeing as this is free software, little goes into the thought of whether or not it's worth the money. As long as you load it on a decent server and keep it maintained, Spiceworks does the rest for you. If you have no other system in place, this is a great solution for help desk and inventory. It also has many plugins available and great community support.
December 30, 2014

It's okay for SMB but not great

A.J. Stringham | TrustRadius Reviewer
A.J. Stringham
Technical Support
Centrada Solutions (Financial Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you're a SMB and your budget for IT is "what budget", then Spiceworks for a ticketing system is for you. It's ideal for one or two man shops that just don't want to worry about paying big money for ticketing when they know they won't get said money. It makes tracking work much easier. Email notifications are awesome too although it can be finicky with some email servers.
June 17, 2014

Spiceworks - IT Everything at a glance.

Tim Catania | TrustRadius Reviewer
Tim Catania
Network Engineer
InMed Group (Information Technology and Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Install this on a non-production first to make sure you're happy with the functionality. We haven't had any issues with the installation but it's better safe than sorry when it comes to important servers. Furthermore, schedule the scans associated with Spiceworks for after-hours. They are not too terribly resource intensive but they can be a little burdensome on the network.
June 16, 2014

Spiceworks for the win!

Stephen Smith | TrustRadius Reviewer
Stephen Smith
IT Systems Administrator
Competitive Energy Services (Oil & Energy, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks is very simple to set up and use. Spiceworks also provides free support for the product and how to videos on just about anything you need to use it for in your day to day business. Spiceworks is well suited for IT departments looking to organize themselves but also works well for an MSP as you can install Spiceworks at multiple sites and manage all from one place.
June 16, 2014

Supremely useful AND it's free? Yes, please!

Nikki Blake | TrustRadius Reviewer
Nikki Blake
Technology Integrator
Spicer Group (Civil Engineering, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Spiceworks can be used by the smallest of offices to large enterprise environments. While very large networks may need some additional features, Spiceworks easily covers all the necessities and helps keep everything managed and organized. All that is necessary to deploy is a no-frills computer connected to the network - doesn't even need to be a server. This could easily run in the background on a standard machine. Occasionally there are issues with blocked ports that prevent the automatic scan feature, but this is easily remedied through Group Policy or a local install of a small fix-it application. The Spiceworks community forum is a priceless resource of information both specific to Spiceworks as well as general IT questions and concerns. Any issues you may have with installation or use of Spiceworks can probably be resolved by searching through the forum or posting a new thread. The Spiceworks users around the globe are always very willing to help out a fellow Spicehead in need!
June 13, 2014

Spiceworks = Hot Stuff

Tyler Dickinson | TrustRadius Reviewer
Tyler Dickinson
System Administrator
GoodCents (Utilities, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This is a great product in almost any work environment. The only place that may be problematic is if you have a lot of remote users using Mac laptops, since the remote agent is a Windows only product. The agentless network scanning, however, will scan Mac, Windows, and Linux machines as well as non-computer items like routers, managed switches, and network printers. For free. The help desk system is just as good as others that cost hundreds or thousands of dollars more. And the Spiceworks Community support, whether you use the product or not, is a tremendous resource for anyone in IT.
Return to navigation