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)8.989%
- 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
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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
(51-75 of 81)Companies can't remove reviews or game the system. Here's why
February 15, 2018
Spicework the hot chilli to help give you a kick.
- Increased income and clients
- Positive impact by improving my knowledge
- Better overview of my networks
December 12, 2017
Spiceworks- free but worth so much more
- ROI is almost immediate because Spiceworks is free and the only investment is time.
- Our ROI is based on the ability to provide our users with not only better response times to issues but proactively.
- The ROI is also that it is efficient and improves constantly.
August 09, 2017
Spiceworks is a great tool for any system administrator to automate their labor intensive jobs
- Since it is free, the ROI is immediate.
- It has saved my department hundreds of hours of manual labor trying to inventory our servers and workstations ($50,000) or more.
- Spiceworks has also proven to be a reliable tool for reports on bandwidth usage, software installations and upgrades available by host.
September 21, 2016
Spiceworks Review
Score 10 out of 10
Vetted Review
Verified User
- Amazing for ROI + it's free it doesn't get much better than this
September 16, 2016
Spiceworks: The Basics & More
- Free with paid cloud based option.
- Easy to implement.
- Strong Integrated online IT community
September 06, 2016
Spiceworks IT Department review
- Great for ROI, we use it daily and there is no cost.
April 04, 2016
Spiceworks Review
Score 9 out of 10
Vetted Review
Verified User
- Most parts of Spiceworks are Free, so how can one complain about that!
September 16, 2015
Strong community and the price is right!
- None, didn't use it enough as an organization.
August 19, 2015
Spicetabulous
- Faster helpdesk turn-around.
- More efficient inventory management.
- Transparency.
August 19, 2015
Spice Up Your IT Department with Spiceworks.
- Spiceworks software doesn't "cost" anything. That doesn't mean it's free. There is the cost of time to learn the software, which isn't very long or difficult.
- The helpdesk system in Spiceworks has greatly increased our IT team's productivity and accountability.
- The inventory tracking is a nice tool to see what software you have out there.
July 15, 2015
SPICEWORKS is Great for Hardware Asset Management
- I use it daily and believe it cuts out so much overhead of keeping paper trails of hardware assets
May 11, 2015
Spiceworks Helpdesk & Inventory Review
- Increased response times. The best thing about the help desk portion of the Spiceworks package is that it has enabled us to respond to support calls faster and with more information in hand.
- The other great feature about it is the amount of information that is included before we even start to work on an issue. Having a help desk portal allow the user to describe their problem is greater detail than they normally would verbally. That is a great boon. instead of "My IE doesn't work" you get " I was installing an update and then my IE stopped working and that was all I did".
April 08, 2015
Spiceworks - A Simple Review
- Enables our department to provide faster feedback
- Enables IT to be more efficient in providing a solution to each user's problem
April 08, 2015
SpiceWorks Keeps My Work Spicy!
- Better customer service is a great benefit. The ability for users to go back in the portal and review previous issues makes it really handy.
- Departmental staff are much more efficient with prioritizing their day when they know what needs to be done and can view it quickly in Spiceworks.
February 25, 2015
Why Spiceworks works: Your personal help desk minion
- Better customer service through the ticketing system.
- Quickly identify inventory due for upgrades.
- Help desk efficiency has gone up near double, shown by reports.
February 04, 2015
Simple to understand with countless options!
- Better customer service
- Efficient Organization
- Ability to track licensing
December 30, 2014
It's okay for SMB but not great
- Allows for tracking of issues/work where having no ticketing system makes it difficult.
- When used properly, a good ticketing system does improve efficiency, in addition to accountability. When you are required to document in a ticket what you've done, otherwise it wasn't done, it makes employees work better.
- Reporting with it is decent. If you are an MSP and tracking billable time, this is an okay way of doing it.
December 18, 2014
Spiceworks - don't leave work without it!
- Better customer service
- Increased resolution times
- Increased self-serve troubleshooting - we all have those employees who cannot remember their last name - being able to look through closed tickets at the resolution or tips eliminates an additional ticket from being created.
- Traceability.
June 17, 2014
Spiceworks - IT Everything at a glance.
- Spiceworks has boosted our trouble tracking dramatically. We no longer operate out of an email box for technology issues. It's a huge improvement.
- Spiceworks allows us monitor some systems for down time and space issues. The alerts are awesome in the crazy day-to-day work environment.
- Our users are happy with our ticketing system. It's important that we have a quick and easy way to report problems and Spiceworks is the perfect solution for this.
June 16, 2014
Spiceworks for the win!
- Better customer service
- Better view of all IT devices
- Manageability of all equipment from one place.
June 16, 2014
Supremely useful AND it's free? Yes, please!
- By implementing the direct ticket submission via email, we have seen a significant increase in user compliance with the help desk process. Instead of users emailing or calling an IT tech directly (who may or may not be in the office or know how to solve their problem), the ticket system streamlines the support process and significant reduces the amount of time it takes to address a user's issue. It also helps reduce the potential of an issue getting lost or forgotten about.
- Utilization of the information stored in the inventory area, we can save a lot of time by not having to visit the user's computer personally or ask the user directly about software installed, amount of RAM, model of PC, etc.
June 13, 2014
Spiceworks = Hot Stuff
- Since it's a free product, the ROI over any paid product is astronomical.
June 13, 2014
Spiceworks - Great IT Tool
- Better customer service through custom coded feedback forms when tickets are closed
- Increased employee efficiency by having all work listed in one location
- Increased knowledge of what is going on with the network through network scans
June 06, 2014
Spiceworks, Where IT goes to work
- It takes a lot less time to open tickets
- FREE, so the only investment was the time it takes to install and configure, which can be done in an afternoon.
- Spiceworks Help Desk has greatly reduced the time it takes to address and solve users' problems, and to keep a record of all help desk activities.
- Network/PC/Hardware/Software Inventory used to be very time consuming and was often inaccurate. Spiceworks does inventory for you, so it's always accurate and up-to-date.
- Spiceworks will notify me when one of my network resources stops responding to pings, which allows me to quickly address problems before they can have a negative impact on our business.