Spiceworks, all the spice and none of the heartburn.
April 01, 2020

Spiceworks, all the spice and none of the heartburn.

Dan Sarauer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks

My company uses Spiceworks to track our IT inventory and help desk tickets along with the projects we have going in our department. We selected it because it has a broader community than our previous solution and offered better adoption and ease of use for our technicians.
  • Inventory Tracking, its automated scanners can take stock of so much
  • Price, it's F R E E, free!
  • Adoption is super simple, it's easy for admins and users to learn how to use it.
  • Reporting is robust and very easy to use.
  • The user portal is a great tool for end-users.
  • Has a hosted cloud or on-premise option to accommodate all your needs.
  • Add-ons are there, but it can be difficult to find ones that work with your version and for your use-case.
  • Task timers are missing. The ability to track time logged on a ticket without having to enter it arbitrarily after the fact would be great but is sadly lacking.
  • Help desk ticket tracking
  • Inventory update frequency and accuracy
Teamwork has many features that I wish Spiceworks had, but Spiceworks has the price that can't be beaten. There are some things that would make it better, but those are things that I can train my technicians on and we can live without the operational cost associated with Teamwork.
Within 10 min. of my email to them for support issues, I receive a response, and they've always been very helpful and friendly.

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?

Yes

Did implementation of Spiceworks Help Desk go as expected?

Yes

Would you buy Spiceworks Help Desk again?

Yes

For someone who is looking to get a ticketing system in place rather than having to sift through troubled users' emails, Spiceworks is perfect and the price is right. It's also a great tool to take inventory and stock of what you have in place and are deploying. It lacks in having detailed metrics because it relies on the technicians to do the time logging.

Spiceworks Help Desk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
9
Customer portal
9
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated