Spiceworks works best for smaller MSPs.
Updated April 10, 2019

Spiceworks works best for smaller MSPs.

Leonard Johnson | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks

Spiceworks was used as a help desk system, inventory management, as well as a knowledge base center. It helped us manage customer tickets as well as assign workflow for each tech. Techs were assigned a ticket, they commented on each ticket, and they provided documentation for that particular issue. We were able to discuss tech issues with other people using Spiceworks which helped us solve issues faster.
  • Creating a ticket and assigning a tech in Outlook was simple to use.
  • Ticket management for each tech was easy to use.
  • Inventory management was well paid out and easy to access.
  • Upgrade the ticket search feature so it doesn't feel like tickets are so clustered together when doing a search.
  • Improve upon features for the tech. Maybe an antivirus or online status of computers on the main page.
  • A feature to record time would help improve tickets being worked on.
  • 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.
Zoho was much simpler to use, but it had a lot less features. The Zoho community wasn't as robust for support. Zoho could categorize internal and external tickets. Spiceworks felt like it was all put into one group.
If you have under 50 clients in an MSP then Spiceworks works perfectly. This is also true if you don't have a lot of employees in your MSP. The cost is also sufficient for smaller organizations. It would be less appropriate it you had to do billing management separately. I feel like other MSP services provide bulkier packages to better fit those needs.

Spiceworks Help Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration