Spiceworks, the T-Rex of Help Desks.
Updated April 27, 2021

Spiceworks, the T-Rex of Help Desks.

Mike Goularte | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spiceworks Help Desk

Currently we use three different Spiceworks help desks for three different departments. It started for IT use and eventually our Facilities team and Merchandising team both wanted the use of Spiceworks. Both IT and Facilities are on prem. installations whereas the Merchandising team uses the cloud version of Spiceworks. This allows for each department to keep up with what's going on as well as have a trail to search in case of repeat problems or tickets.
  • Easy creation of tickets whether via email or input directly from staff.
  • Multiple options including the ability to add-on or modify as needed.
  • Easy end user experience in creating and updating tickets.
  • User portal giving a landing page for end users accessible via browser.
  • The cloud version has some limitations when it comes to how emails are sent to it via specially made applications.
  • More roles and notifications options specific to each role.
  • Ticket created via email, IT employee, or user portal giving multiple options.
  • Customizable features such as auto-responses, categories, and even sub tickets to document side work that applies to the main ticket.
  • Easy access to the community to research problems and find answers or solutions needed.
  • Multiple users access levels to limit or not limit what a help desk user can do.
  • ROI is very high with the price being free for either on premises or cloud based help desk options.
  • Adaptable to more than just an IT department. Example: using it for Facilities to track work done or needing to be done.
  • Easy reply to email system for end users to utilize. An email update automatically updates tickets even including attachments if applicable.
  • Low learning curve for new users of the help desk allowing for quicker start times for those employees.
Trialing Zendesk and a few others, they are very well done programs which do what is needed and even more at a cost. The free price tag of Spiceworks is well worth it for our business and environment. We chose Spiceworks for the ease of use on both IT and end users' ends and the quick access to the Spiceworks community which itself is a wealth of knowledge accumulated over 10 years [by] many, many IT pros.

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I would recommend it highly. With the cost of free and the customizable options the ROI is fairly high. If the company is too large I may not recommend it, but most small to medium businesses could use this help desk to it's fullest. Larger businesses with 1000+ employees spread out over large areas may be more difficult to use depending on what the company does.

Spiceworks Help Desk Feature Ratings

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