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…
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Popular Features
- Ticket creation and submission (53)9.292%
- Ticket response (52)8.888%
- 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
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Product Details
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- 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 9.2.
The most common users of Spiceworks Help Desk are from Mid-sized Companies (51-1,000 employees).
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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
(26-50 of 81)Companies can't remove reviews or game the system. Here's why
December 12, 2019
Spiceworks - if I can use it, you can too!
- Ticket reporting is great (once you know how to use it)
December 10, 2019
The good way to assess your enviroment
- It saved hours of assessing time.
- I was completely for our deployment.
- It allowed us to fix some 0-day threats.
December 05, 2019
Spiceworks: Need to know, Need to go
- It has helped reduce time to solve a problem resulting in money saved.
- It has helped learn new technologies.
- It could help with its software but we don't use it.
December 05, 2019
Spiceworks Rulez!
- Ticket reporting for staff count.
- Repeated hardware issues to create ROI from downtime.
December 05, 2019
Free can be better!
- There is no cost, so ROI is only based on setup time, which makes it cheap.
October 23, 2019
Spiceworks for Spiceheads
- Streamline our ticket management (routing/automatic assignment).
- Produced KPI reports on demand.
- Zero cost = perfect ROI.
- Powerful search function for past tickets based on ticket number or description etc.
- Integrates well with SMTP email system.
- Customization with add-on increases functionality.
- It has helped us maintain our IT infrastructure better.
- We have had a huge ROI as we still use the free version and have not removed the ads. I am sure we will do this at some point but it hasn't popped up yet.
- I also finally have people using the helpdesk for about 90% of the issues in the business, we still see the occasional call, email or drop by for something. But usually, we also create a ticket.
October 04, 2019
Hey Security Practitioners! Here is the perfect free tool to install for performing a risk analysis on your network!
- Considering that we have a limited budget and resources for security tools, Spiceworks has had a positive ROI in our department because we can use it to perform risk analysis on our network without the overhead cost of purchasing a similar tool to perform this function.
- The reporting feature of Spiceworks is great. You can create your own reports based on the criteria you want on your network, such as searching for workstations that run a particular operating system or systems running an outdated antivirus program.
- The real-time monitoring is an important feature. I do not have to initiate a scan of the network after I have setup Spiceworks to scan a subnet. It will automatically scan the network and identify new systems being attached to your network.
August 01, 2019
Just a thought
- None
- Like I said, its a good product but needs improvement.
- Was not enough for us.
- Much faster resolution of support requests
- Ability to easily track and monitor support requests from team members
- Better triage and assignment of support tickets within IT team
July 15, 2019
Most effective and powerful ticketing platform
- Wonderful tool for tracking tickets.
- It provides user-friendly environment.
- Cost effective product.
June 21, 2019
Spiceworks Help Desk -- a basic ticketing system
- Spiceworks saves a significant amount of money for the organization of our size. I do not know the exact numbers quoted for alternative ticketing systems, but the amounts were significant.
- Spiceworks does its job -- tickets are tracked, time spent by IT support is recorded, inventory is useful.
- Troubleshooting and configuration is a long and arduous process due to the weak support and lack of configuration options. Many man-hours were spent on fixing issues with the ticketing system itself.
April 10, 2019
Spiceworks works best for smaller MSPs.
- It helped us manage our clients when we had around 25 clients.
- We were able to track servers and monitor their status. Even if it was as robust as other packages on the market.
- It helped us stay on track on tickets and assigning them to the appropriate tech.
December 14, 2018
Spiceworks - build your IT HelpDesk services in minutes
- First of all - money saving. For our needs Spiceworks does what we want from the solution. We do not need to spend money for any other solution implementation, development, etc. Saved money can be easily transferred to more necessary resources.
- Implemented solution gives the data for analyzing and optimizing IT support performance. Reduce number of tickets just by understanding the common issues and resolving root cause of the issues for past tickets. Based on received information upgrade business and IT procedures that allowed company to make more money.
- Limited number of features and options due to free solution - doesn't allow us to make it better and to receive additional positive affect
December 13, 2018
My Thoughts!
- ROI is great as I use free tools.
- It has helped keep better inventory tracking.
- No negative.
- On the positive side, Spiceworks has streamlined our inventory processes, and having everything within an app makes the IT teams' lives so much easier now.
- On the positive side, Spiceworks has made getting support and tracking the status of your support request way better for everyone across our whole organization.
- Also on the positive side, the lives of the IT support staff have been improved because it makes it easy to log all your support information in one place, and then also be able to search and find it later if you ever run into the same problem again down the line.
December 11, 2018
Spiceworks: Low cost, versatile and easy to use
- I would say this product has neutral impact. As a Google School we utilize some Google features for some things that we might otherwise utilize in Spiceworks.
December 11, 2018
Spiceworks is a friend to the small IT shop
- We've been able to keep track of all our tickets by using spiceworks. Without it things kept getting lost in the shuffle.
- We've been able to go back and show how many help desk calls we've gotten in a period of time. It's given us metrics.
December 11, 2018
Add a lot of Zing to your network with Spiceworks Inventory
- Spiceworks Inventory has had a significant positive impact on our ROI because we only had to invest a little time and a few resources (a Windows VM and license) to its use. The software is free.
- Spiceworks has a huge active community of followers and any questions I have are always answered right away, which helps us maintain our installation and our inventory.
- One significant positive is that Inventory warns us about expiring warranties on our systems so we can make decisions about continued support or plan for decommissioning.
December 11, 2018
Spiceworks is Awesome
- As a one-man shop, this software makes my job significantly easier with all this information in one place
- The help desk cuts down on the volume of calls and allows better time management
- It does take some setting up and figuring out network issues to get everything on the network monitor, but that actually makes your network better
December 11, 2018
Spiceworks is worth it!
- Improved response times
- task delegation and management
- support analytics
December 07, 2018
Spiceworks, Quick!
- No need to buy complex solutions (for now).
- Quickly generated reports.
- Extremely fast to run and start utilization in our environment.
December 06, 2018
Excellent Software, Outstanding Price!
- Spcieworks has saved me time looking for certain machines that might be online—positive.
- Spiceworks is free, so I am able to manage my inventory for no cost —positive.
- I can quickly look up what computer a user is logged into when troubleshooting over the phone. This is priceless—positive.
December 06, 2018
Spiceworks is an Amazing Tool
- Since I got the free version, ROI is 100% on day 1.
- Again, I use the website mostly, to search for information and knowledge. If I can't find it on my own, I can ask and many people have the opportunity to help.
- This had no involvement in business objectives, it's just a great tool.
April 17, 2018
Spiceworks - Cheap and Easy Solutions
- Spicworks has provided a cheap alternative to the expensive software solutions provided by bigger vendors