Ideal helpdesk tool for SMB
January 21, 2013

Ideal helpdesk tool for SMB

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review

Software Version


Overall Satisfaction

  • Spiceworks is great for tracking helpdesk requests from start to finish.
  • Inventory (tracking networked and other assets) suffices for SMB / SME but gets unwieldy in larger environments.
  • SMB / SME provider community is very helpful.
  • The search function does not support boolean logic and is a bit lacking.
  • Knowledge base needs work in search and sharing.
  • Saving several thousand dollars per year and accomplishing the same.
It's free and does the job. We use Google Docs and Evernote as knowledge base replacements.
Spiceworks is a portfolio company.

Product Usage

60 - Two helpdesk personnel and the rest for ticket submission and tracking.
1 - Helpdesk personnel

Evaluation and Selection


Easy, but the on-line videos are helpful from a how-to-use perspective.


The community support is strong but can be slow, like all communities, on difficult items.


Two points off for Search and Knowledge Base.


System has run without issue for a year. Upgrades are quick and easy,


  • All SNMP enabled devices.
  • Windows servers and workstations.
High-level integration and easy to accomplish.

Vendor Relationship