Item: Spiceworks Help Desk
Rating: 6
Author: Sam Othman

Use Cases and Deployment Scope

We are mostly using Spiceworks to complete auditing and reporting across our network. IT automatically inventories all of our devices and lets us see at a glance the key metrics and measurements that we need to know. We can also put specific notes regarding each device to help us to keep track of things such as hardware faults/fixes/upgrades. We have over 250 devices and counting so it is critical we keep track of these types of things in a central location.

Pros and Cons

Inventory.
Reporting.

Application deployment.
Windows updates.

Return on Investment

Free!
Scheduled reporting has helped.

Alternatives Considered

LogMeIn Central, Kaseya Virtual System Administrator (VSA) and SolarWinds Remote Monitoring & Management

We are in the process of looking at Remote Monitoring & Management tools as we are growing so rapidly. We have been checking out demos & reading reviews of these other applications and they are way more feature-rich than Spiceworks - however, they come at a cost and will probably have a bunch of features that we aren't going to use. Spiceworks was great while we were small, and used in conjunction with WSUS, Ninite, VNC, etc it has done its job but we now need a more comprehensive solution that encompasses multiple solutions into one single system.

Support Rating

We have actually never used the support. We installed it on-prem and managed it on our own. I do like the Spiceworks Community which I use all the time to research and find fixes for other problems (not Spiceworks related). Spiceworks just seems to work, without any issues so luckily I have not needed to reach out to support.

Key Insights

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

Yes

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

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?

Other Software Used

Cb Defense, Envoy, Azure Active Directory, OneDrive, Microsoft Teams, Atlassian Confluence, Zendesk, Jira Software, Genesys PureCloud, KnowBe4, LastPass for Business, Microsoft Office 365

Likelihood to Recommend

Spiceworks is a good free suite but there are better paid alternatives that can do a lot more. It is useful for basic inventory but if you want remote management or app/Windows updating and all that sort of thing, Spiceworks can't offer it. It is great for managing smaller environments but as we started to grow, we started to outgrow Spiceworks. It does have some good features such as warranty lookup which has been handy but if you are larger than 100 endpoints and want more features, you would want to look at products with more functionality.

Great Free Product

Overall Satisfaction with Spiceworks