TrustRadius
Spiceworks is a friend to the small IT shop
https://www.trustradius.com/help-deskSpiceworksUnspecified8.4188101
Andrew Murphy profile photo
December 11, 2018

Spiceworks is a friend to the small IT shop

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Spiceworks

We use Spiceworks as our help desk ticketing solution. We tried it for Inventory and the scanning slows down the network. If you scan your network do it during off hours so not to impact your users. However the Help Desk ticket software is great as well as linking to the spiceworks.com site. Spiceworks.com has a great forum to get answers for your tech issues.
  • Help Desk Ticketing software. For a small company to keep track of all their issues.
  • You can choose between cloud or on premis.
  • You can use the dashboard and reporting to get metrics to justify your IT spend!
  • No cost solution. Doesn't add to your budget.
  • Inventory. The network scan really slows down your network. It's very intensive. Do this off hours.
  • Network Monitor also slows down your network. Do this only if you need it. There's another solution Panopta that has a very light weight solution for low cost per machine.
  • 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.
I've used a specialized home based Notes database system prior to Spiceworks. That system was a kludge and outgrew what it originally was supposed to be. We had to make things work in it. Spiceworks is a generic system that while basic allows you to track your issues. It's a good system to use for a small shop.
Spiceworks is suitable for small IT shops. It's a generic ticket system. You can create reports and add-ons. Larger shops should look at something bigger. Spiceworks is very simple. However Spiceworks.com is a great site that can add to any tech's toolbox. There is a large community that helps answering questions. A lot of questions have already been answered so it has a huge knowledge base.

Spiceworks Feature Ratings

Organize and prioritize service tickets
2
Expert directory
1
Subscription-based notifications
2
ITSM collaboration and documentation
1
Ticket creation and submission
6
Ticket response
9
External knowledge base
10
Internal knowledge base
1
Customer portal
3
Social integration
1
Email support
4
Help Desk CRM integration
1