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Spiceworks a good tool for smart business
April 08, 2021

Spiceworks a good tool for smart business

Jeremy Mayfield | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks Help Desk

Spiceworks is used by IT for Asset information, inventory, and we have tested the helpdesk functions. It performs well and has decent features which will assist in your daily functions. A full-featured ITSM it is not, but it is a wonderful helpdesk offering. It's offered at a great price.
  • Inventory
  • Asset details
  • Helpdesk ticket routing
  • Too many ads on UI
  • Would like to see a local install
  • Inventory
  • community
  • Helpdesk
  • Price fits product
  • Time
  • Simple to use
  • Easy to administer
SolarWinds is far superior but it is a locally installed application. I think each does things well. For a free or paid no-ad version legacy style it was great. As for cloud-only options, I think there are still some things that need to be improved on. There needs to be more depth for network and application monitoring as well as VM and other monitoring.

Do you think Spiceworks Help Desk delivers good value for the price?

Yes

Are you happy with Spiceworks Help Desk's feature set?

Yes

Did Spiceworks Help Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Spiceworks Help Desk go as expected?

Yes

Would you buy Spiceworks Help Desk again?

Yes

SolarWinds IP Address Manager (IPAM), SolarWinds NetFlow Traffic Analyzer (NTA), SolarWinds Network Performance Monitor (npm)
Its a good small business platform, but I do not know how well it would fit into a larger enterprise like a SolarWinds. If you are looking for a full ITSM with integration you might need to look at something else. For Helpdesk needs, you can not go wrong with this option from Spiceworks.

Spiceworks Help Desk Feature Ratings

Incident and problem management
6.2
Organize and prioritize service tickets
5
Expert directory
7
Subscription-based notifications
7
ITSM collaboration and documentation
6
Ticket creation and submission
6
Ticket response
6
Self Help Community
7.0
External knowledge base
8
Internal knowledge base
6
Multi-Channel Help
6.4
Customer portal
7
IVR
7
Social integration
7
Email support
6
Help Desk CRM integration
5

Spiceworks Help Desk Support

They have a great community but I have never called for support.

Using Spiceworks Help Desk

Its community is often better than its tool. I often need slightly more from my products. It's great for a small budget or small business. It does not lend itself to adaptation to a enterprise-level entity.
ProsCons
Like to use
Easy to use
Quick to learn
None
  • Browser interface
  • Basic Functions
  • Agent Install
  • Helpdesk
  • Community
  • App monitoring
  • Accurate inventory
  • Clean up of data