Spiceworks Cloud Help Desk 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

Spiceworks Cloud Help Desk

4.3

(579)

Pricing

Starting at $6.00 per month

About Spiceworks Cloud Help Desk

Spiceworks is a free cloud-based help desk and network monitoring solution designed specifically for systems administrators and IT professionals. The solution helps in managing tickets raised by clients, providing customer support via multiple channels and tracking agent's’ performance, among others. Support agents can closely monitor every IT incident and track abrupt changes occurring in the network.

The self-service portal allows users to submit tickets, track progress and view informative resources from the knowledge base. With Spiceworks, businesses can also create a centralized knowledge base from where users can get information on periodic or regular inquiries. Spiceworks also offers a team management dashboard to help management view and track key performance metrics.

Spiceworks also offers an on-premise version for businesses that want to set up and manage their in-house help desk operations locally. IT professionals can also manage tickets on their Android and iOS based smartphones using Spiceworks Mobile app. Professionals can also connect with the global Spiceworks community to share tips and best practices with the global professionals.

Spiceworks Cloud Help Desk Screenshots

Spiceworks Cloud Help Desk Pricing and Plans

Starting price: $6.00 per month

Free Trial

Free Version

Core

$0.00

flat rate, one time

Plan includes:

TOTP Multi-Factor Authentication
Ticketing
Incident Tracking
Alerts
Reporting
Unlimited End Users
End User Portal
Create and Sort by Custom Attributes

Premium Plan

$6.00

per user, per month

Plan includes:

Ad-Free Interface
Tasklists
Bulk Actions
Live Chat 24/5
TOTP Multi-Factor Authentication
Ticketing
Incident Tracking
Alerts
Reporting
Unlimited End Users

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Spiceworks Cloud Help Desk Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Spiceworks Cloud Help Desk
Alerts/Notifications
Analytics
Application Management
Asset Tracking
Assignment Management
Automated Responses
Bandwidth Monitoring
Baseline Manager
Capacity Management
Change Management
Compliance Management
Configuration Management
Connectivity Management
Customer Support
Customizable Branding
Dashboard
Diagnostic Tools
Email Management
Event Logs
For Websites
Help Desk Management
Incident Management
Inventory Management
Issue Auditing
Issue Scheduling
IT Asset Management
IT Reporting
Knowledge Base Management
Knowledge Management
License Management
Maintenance Management
Maintenance Scheduling
Mobile Access
Mobile App
Monitoring
Network Analysis
Network Monitoring
Patch Management
Performance Metrics
Performance Monitoring
Prioritization
Problem Management
Procurement Management
Project Management
Purchasing & Receiving
Real-Time Chat
Real-Time Monitoring
Remote Access/Control
Resource Management
Root Cause Analysis
Server Monitoring
Support Ticket Tracking
Task Management
Ticket Management
Uptime Reporting
Web Traffic Reporting

Spiceworks Cloud Help Desk User Reviews

Overall Rating

4.3

Ratings Breakdown

51%

38%

Secondary Ratings

Ease of Use

4.3

Value for money

4.6

Customer support

4.2

Functionality

4.2

Robert R.

Verified reviewer

Food & Beverages

51-200 employees

Used daily for more than 2 years

Review source

Reviewed September 2021

Ideal free helpdesk for small to medium businesses

Overall I have been very happy with Spiceworks, especially the community of users.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Cons:

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

Reasons for switching to Spiceworks Cloud Help Desk

The ongoing costs of Jira after the elimination of our development department no longer made sense.

Gannon M.

Verified reviewer

Logistics and Supply Chain

201-500 employees

Used daily for less than 6 months

Reviewed October 2025

A Simple Yet Powerful Free Help Desk Solution That Delivers

Overall, Spiceworks Cloud Help Desk has been a very solid experience, especially considering it's a free solution. It delivers great value without compromising core functionality, and it's helped enhance our help desk operations for employees. While there are areas for improvement, it's hard to complain about a tool that offers so much at no cost. We’re definitely open to exploring the paid version in the future, depending on the features offered.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I like most about Spiceworks Cloud Help Desk is its simplicity and ease of use. The portal is straightforward and does exactly what we need, it allows us to input and manage ticket information efficiently. I also appreciate the feature that lets end users submit their own tickets via a dedicated email address, which streamlines the support process and reduces manual entry on our side.

Cons:

What I liked least about Spiceworks Cloud Help Desk is the lack of flexibility in setting up a custom domain email connector. Instead of being able to easily integrate our own domain, I had to create a shared mailbox and set up a forwarding rule, which felt like a workaround. Additionally, the ticket search functionality could use improvement, it's difficult to locate closed tickets, and there's no easy way to search by the user who submitted the ticket.

Reasons for choosing Spiceworks Cloud Help Desk

We chose Spiceworks Cloud Help Desk because we read the reviews and it was free, so there was no risk.

Steve P.

Verified reviewer

Hospital & Health Care

201-500 employees

Used daily for less than 2 years

Review source

Reviewed August 2019

Using the new cloud-based Network Monitor, and it's OK

Ratings Breakdown

Ease of use

Previously 4

Value for money

Customer support

Functionality

Pros:

Free!!! Can I repeat that? It's free! And it runs in the cloud, on their servers. No need for infrastructure or a server. It's fantastic. Install an agent, and you have instant visibility into the PC. What kind of software is there? What's the motherboard model? It shows everything!

Cons:

Having to install an agent on each PC in the organization can be a pain depending on how your organization is setup. And, honestly, there is no email alerting yet. The available applications to "check" against in the cloud version is also very low (currently only doing an ICMP ping to google.ca) but I guess that can expand in the future. The biggest con is that if you have a "team" in your Spiceworks, it's a bit of a pain to get the inventory cross-team. You have to login using the master account first, and then email them which other accounts need to have the same "key" so that the inventory is shared across the team. There is no way to do this within the interface yourself. Granted, their tech support team was extremely responsive and got it done, but they really need to build all of that into the interface.

Juan F.

Verified reviewer

Industrial Automation

51-200 employees

Used daily for more than 2 years

Reviewed September 2025

The Help Desk tool that does what we need.

We have used Spiceworks for a long time and watched as it has gone through its growth and iterations. Since day one, we have been very happy with the migration to the Cloud, and the migration from on-prem to the cloud was very easy. My team and I have experience with paid products, and for the purpose of tracking helpdesk tickets, Spiceworks has always kept up just fine.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

* Ease of use * Very flexible and configurable * Easy to get historical tickets for metrics * Does emailing for me * Cannot beat the cost * No functional cons (this is a pro)

Cons:

I know that the ads are a necessity, and that a paid subscription could fix the ads, but we do not pay, and they sometimes get annoying.

Reasons for choosing Spiceworks Cloud Help Desk

The cost. Although ServiceDesk had a ton more features, the fact that Spiceworks did what we needed and wanted for the cost, we decided to move forward with implementing Spiceworks, back when we could have it on-prem.

Michael Uber M.

Verified reviewer

Education Management

51-200 employees

Used daily for less than 2 years

Reviewed September 2025

A Full Featured Help Desk For Stewart Home & School

Spiceworks Cloud Help Desk was easy and fast to set up. I was able to put in custom attributes for our teachers and school locations. The reporting was instantly available with all the metrics management wanted. The dashboard gives me a quick update on how we are keeping up with the demands of our teachers, staff, and students. Most of the time I go out on campus with a list of locations/students I need to see, and at the end of the day I update my tickets. The Help Desk has been a lifesaver because when I am out on campus I get hit with a lot more requests than I could ever remember, and being able to quickly put a ticket into the system using the mobile app helps keep me from losing track of an item that needs my attention.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

First and foremost is the price. We are a small privately funded school for the intellectually disabled. Finding a tool that works so well for the school for no cost was a huge bonus. Next would be the features. The ability for users to just send an email to open a ticket is perfect for our population. There is a portal, but our users do not take advantage of it. I use the Mobile app when I am out on campus to take down requests from students and teachers as I am walking around. There is also an email method for updating tickets, though I do not use this very often.

Cons:

When a ticket is opened by email and the user is unknown you have to go into the settings for users and add additional information for the reporting to provide useful information. (This would be solved if our users would take advantage of the portal...) The knowledge base also does not come pre-configured with any common issues and resolutions, and has proved not worth our time to update. This may not be true for some larger users of Spiceworks Cloud Help Desk.

Reasons for choosing Spiceworks Cloud Help Desk

Cost was the deciding factor in choosing Spiceworks. The features met our needs at zero cost.

Reasons for switching to Spiceworks Cloud Help Desk

Cost of the application was more than the school was able to manage.

Donna A.

Verified reviewer

Telecommunications

11-50 employees

Used daily for more than 2 years

Reviewed November 2025

A breeze to setup and haven't looked back since!

Spiceworks Cloud Help Desk was one of the first systems I set up from scratch, and the setup was so user-friendly that it did not take long. We have used this system for multiple years now and the ongoing improvements have grown with us. We were able to customize the ticket categories to fit our business and on the few times there was a problem it was resolved in an efficient manner.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like the ability to customize ticket categories and the the fact that the system is rarely down for bugs and issues.

Cons:

If I had one dream for this system it would be improved reporting. I like that we can pull the reports down to Power BI but it would be nice to have the ability to customize more reports.

Reasons for choosing Spiceworks Cloud Help Desk

Ease of setup, customization abilities, and onboarding support from a local spiceworks group

Suzanne D.

Verified reviewer

Computer & Network Security

11-50 employees

Used weekly for more than 2 years

Review source

Reviewed April 2025

Best price to get tickets resolved

In a company that needs to have problems resolved quickly and the ability for others to see what is being held up, this is a great product!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

When reviewing needs vs cost, this wins hands down!

Cons:

It doesn't integrate as easy as other packages

Reasons for choosing Spiceworks Cloud Help Desk

The price of the product and what we needed it to do made Spiceworks the Best solution

Raul S.

Verified reviewer

Education Management

201-500 employees

Used daily for more than 2 years

Reviewed November 2025

SAC Spiceworks Cloud Help Desk

Overall, Spiceworks Cloud Help Desk has been a godsend of a program to teach critical IT help desk skills. Students are able to follow the entire life-cycle of an IT related situation including tickte submission, documentation, progress, reporting and resoltion.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I use Spiceworks Cloud Help Desk to teach my CompTIA Tech+ and A+ students IT helpdesk skills through exercises and labs where I demonstrate real-world IT service tickets and situations. And they're tasked with submitting proper ticket documentation and possibly solution steps. And Spiceworks Cloud Help Desk has been the perfect program to give these future IT professionals the invaluable hands-on experience and skills to garner themselves and excellent IT jobs.

Cons:

Only very rarely when creating the Spiceworks Cloud Help Desk user accounts, the account needs to be created more than once. But that could have been a typo on my part or a bad user email.

Jim B.

Verified reviewer

Construction

201-500 employees

Used daily for less than 2 years

Reviewed October 2025

Great product

My overall experience has been pretty positive. We are a small IT team that supports a few hundred users. The help desk system is intuitive and efficient. Our users can submit tickets quickly, track progress, and get updates. It keeps us accountable and users well informed about where their ticket is in the system. Not to mention inventory management, a user creatable knowledge base and an active user forum. It's pretty indispensible here now. Highly recommended for anyone looking to simplify IT without sacrificing quality.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I think my favourite feature is that users can start tickets themselves by simply sending an email to our helpdesk email address.

Cons:

I think you have to login a bit more than neccessary but hopefully they will fix that. Every 3 weeks or so I'm forced to login again. I get the security concern but it would be nice if they could just remember my browser as a trusted device all the time.

Michelle U.

Verified reviewer

Environmental Services

11-50 employees

Used daily for more than 2 years

Reviewed October 2025

Customizations and Growth

I've been using Spiceworks for about 4 years and it is great! We are a very small "shop"...we just added our second developer. I started using it to track changes so I could report to management. Now it helps both of us stay on track and fix those little things I never had time to.

Ratings Breakdown

Ease of use

Functionality

Pros:

The ability to add custom fields is my favorite. It allows me to do my job better! We have added a custom "sub status" that allows us to better coordinate what needs to be done by whom.

Cons:

I wish I could add a custom field to a report. I work around it with the PowerBI integration but sometimes it would be nice to have an in app simple report.

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