Spiceworks Software

Pros

Having all of our tickets in one location and the reporting feature is very helpful

Cons

The site does not always allow our users to log in, does not always submit tickets or submits them multiple times.

Pros

Free, I mean really you can never complain about free software especially when it does a great job. Add on to the fact it has an inventory tracking software include that scans and auto adds machines. It really is an all in one system.

The community is another amazing addon to this software you can ask essentially any IT question and have tons of answers.

Cons

While it comes with free software, if you don't get that software setup right the first time there is a lot of work ahead to correct it.

Pros

- Free
- Simple to install
- Good overview of your current inventory
- Scans your network in the background
- You can ask other IT techs via forum when you have a question
- Really good and simple ticket system
- You can add warranty information to hardwares

Cons

- network scan sometime doesn't use given user/pass and scan fails
- requires a fast machine

Pros

The Spiceworks IT Help Desk is amazing! A former employer used it and it offers all kinds of customization tools and reporting features. It allowed us to prioritize our tickets, create a solutions center, and much more! We were able to receive automated ticket assignments and email notifications.

Cons

Nothing at all. The support team is very responsive and the software worked flawlessly.

Network Monitor is one of my favorite tools from Spiceworks. It allows me to see how my switches and servers are doing from a convenient dashboard. When there is an issue, notifications to email alert you of the problem for quick and easy response. Network Monitor can be resource intensive if you are not tuning the software properly, and running on Windows is not necessarily helping. Compared to other similar tools, Spiceworks Network Monitor is by far the simplest and easiest to get up and running. If you are managing a small or mediem business, Spiceworks Network Monitor is a great tool that will result in time and cost savings.

Pros

Inexpensive and simple SNMP monitoring
easy to download and setup within minutes
Monitor multiple devices from a variety of manufactures
notifications

Cons

Installable only on Windows
a little top heavy
hasn't evolved much since conception
notifications are aggressive and needs a lot of time to tune properly

Law firm help desk. We've been using Spiceworks since 2009. We moved from an on prem install to the cloud around 2015. This is constantly open on a browser and use this nonstop. Our users send an email and we are easily able to track open tickets so nothing falls through the cracks.

Pros

We love Spiceworks! Speed of site is great (from email to ticket creation). Good reporting, Activity tab is great to see what has been happening.

Cons

Searching through tickets can be painful using the Cloud Helpdesk.

For nearly a decade of using Spiceworks, I cannot say enough good about it. Bugs get worked out pretty quickly overall and with community development, features just keep getting added on that are actually appropriate for networks.

Pros

I love that it's not just free but a fantastic help to most IT infrastructures. Being able to run reports for managing offices is invaluable!

Cons

I've had issues getting it to work with non windows systems, but that can be expected. I would like to be able to customize wmi queries to get data more reliably and faster, but overall it's fantastic as is.

Pros

This software is easy to install and can run on any old computer. Because the "server" is on premises, daily scans of the network will report potential issues as well as inventory all networked devices. the helpdesk is an easy to use list of open tickets.

Cons

There is not a good knowledgebase option to allow users to browse answers for their potential help desk ticket.

Pros

Everyone that works in IT knows about Spiceworks. It's free to try and use and it does SO MUCH. Very much worth checking out. I know businesses that have managed their network and used it as a help desk for 10+ years.

Cons

It's a little too user friendly for me, if that makes sense.

I have had both good and bad experiences with SpiceWorks. May work better in a small business setting that has multiple locations that need to submit tickets.

Pros

Good thought process behind it, and how it tracks each ticket that is sent in.

Cons

Seems like a lot of back-end work before sending out-and it may or may not work in the end even if it is setup correctly.

Pros

If you are looking for a easy but yet powerful help desk, Spiceworks is for you! with all the features you can keep track of your customers, lead and overall business.

Cons

I haven't encountered a bad thing yet, everything works almost right out of the box.

Spiceworks has been a huge help for our company being an SMB with 3 IT support workers. We didn't need anything big with lots of bells and whistles. If you just need something simple to track tickets, this does a great job. There are ways to get it to do more and include more add ons, but it's not as simple as a larger tool that has many of those features out of the box.

Pros

Free; Easy to set up and use due to minimal features; Very easy customer dashboard set up; Good communication abilities

Cons

Minimal out of the box features means it's quick to set up and use, but it takes more effort to customize.

The IT Help Desk really was good, and too this day I wish we were still using it.

Unfortunately, the lack of administrator reports with the little fluff, buried the project. We are now using another solution that follows a work order logic, and we've lost all our good internal processes. We miss you spiceworks.

Pros

We used Spiceworks for over a year. We lived and breathed in the Help Desk environment. It was great. We had memes on the office, making sure everyone put in our tickets, and tracked everything we possibly could. When techs were in the field, a quick app click, and recording our voices to tickets. It was just awesome.

Cons

Then administration wanted to try getting logs / reports from the system. Spiceworks was excellent for IT, but junk for a non-IT administrator wanting oversight. The reports were too techy, too details, no summary. EG: Bar Graphs, Pie Charts, and fluff. Spiceworks was all business, which was the problem, I needed to show a little fluff.

The advertisements also made it a little, meh, for when other users were posting tickets. Lets face it, they weren't the kind who were looking for datacenter solutions (typical ads we saw).

Pros

I use Spiceworks to monitor my networks, email, servers, and routers. It has full security measures great for safeguarding your work. It has management features as well, for an asset, application performance and others. It is amazing. It completes a developer’s necessity.

Cons

Integration with other software is a problem since it allows little 3rd party software to integrate with. Besides that, there is not many disadvantages or negative sides of using this product.

Overall, using Spiceworks IT Help Desk software has been a very positive experience here. People on the other side of the building are able to create a ticket to let me know there is a problem, without having to walk all the way to my desk (and in a manufacturing plant, there are better things you can be spending your time on rather than walking from one side to the other). I also really like that there is a mobile app so that I can get notifications and check on ticket statuses while I'm away from my desk. The notifications are expecially useful, even when I'm at my desk, as it's the quickest way for me to know there is something new.

Pros

My favourite thing about this software is that when installed on your local network, it can integrate with your Active Directory environment. This makes it much more accessible for non-tech savvy users who don't want to go through the hassle of creating extra accounts and remembering more passwords, just to submit a ticket. Instead, they can be automatically signed in with their Active Directory account that they're already signed into.
Combined with a Group Policy that can create a shortcut in the start menu or on the desktop for all users, this tool has become one of the easiest implementations we've done yet.

Cons

Like all tools, it's only as useful as you let it be. To make this more useful to myself, my team, and my users, I would love to see a proper "Wiki" feature added in the future, complete with permission based viewing, that I can create setup methods and walkthroughs for team members and users alike to find quick answers to common issues.

I believe in Spiceworks. I have been to every Spiceworld conference in their home city of Austin, Texas. I have watched them grow from a few employees to over a hundred.

Pros

I have used Spiceworks for over 11 years. I mainly use it for the outstanding help desk. My users are able to easily submit their issues and I can keep them updated on the status.

Cons

I have trouble with the inventory feature.

The need for a good helpdesk system is very important for any organization that offers customer support. I recommend and deploy Spiceworks to most of my clients.

Pros

The setup of spiceworks is easy and you do not even need to be an IT professional. There are plenty of modules you can apply to add more functionality plus it is completely free!

Cons

You cannot easily make your own modifications without going into code. It requires a little more coding experience.

It's been great. Since we've started using this (about a year ago) it has definitely improved our productivity, communication, and efficiency as an entire IT dept.

Pros

Oh, where to start! I love that anyone in our company can email a specific address that we have set up to forward from Spiceworks and it will automatically forward it to everyone on the IT team so we don't have to continue checking the actual software every 5 minutes. Also, when someone responds, it goes directly to the ticket assignee's email and we can respond from either the platform or our emails. It's also nice that it sends reminders of open tickets or things that have been untouched for a while. I like the dashboard to see the frequency of opened/closed tickets, as well as see which issues are the most prominent. The actual tickets have areas to specify the category of the issue as well as a 3rd party ticket# so it's easy to find. There is also a knowledge base that we can refer to people who have had similar problems as others in the past. And everything is in the cloud so we don't have to host anything to ensure that it's saved :) They just added a remote session option too which could come in super handy when troubleshooting an issue. Oh, and I like that it has internal as well as public notes and it saves a history of everything so can go back and revisit a closed ticket that was taken care of months ago.

Cons

The attachments are a little finicky. As in, it doesn't allow "inline" attachments (for when I want to show a screenshot in the middle of my explanation). And if I want to download a screenshot from a ticket, I have to right-click it and save (not a big deal) rather than just click on the print icon that's usually present in other attachment previews on different sites (like Gmail, per say). But honestly, I haven't really dealt with many other IT ticket help desk platforms so I don't really have anything to compare it to. The only other things I don't like are things that are user-error based. Like how if we don't update the category or the ticket type in the actual ticket, the proper stats won't show in the dashboard.

Very happy we got it. It is one of the most stable, reliable things we run here. It has genuinly made things smoother and easier for my IT Department. And yes, we are running the free version (so you know it's not a "paid indorsement"). If I ever changed jobs, Spiceworks would be the FIRST thing I installed at a new place. So much bang for low to no cost and a short learning curve

Pros

Does a great job of managing our help desk ticketing system. Nobody likes making tickets, but with 4 techs watching the que, problems get resolved faster. We have been using the system for years. Very stable. The inventorying is reasonably robust - will let you quickly spot machines that are not up to spec for a planned upgrade.

Cons

The polling and reporting on down devices is weak. You find out a device is down long after it actually went down, and then for DAYS it continues to aleret you the device is down (even though you have brought it back up). If you try and close the ticket, spiceworks gleefully creates another one, even though the problem is long gone.
That said, we did not install this to be a network monitor, so any monitoring functionality is just icing on the cake.

the total control on my IT management using this very nice piece of software let me know in real time, the quantity of pc , laptops and portable devices are connected in my network, it let me know how many of them i got so i can have a real inventory idea of what i got installed, it for monitoring almost all the topics in the IT management.

Pros

this software its amaizing,it can let you control almost any part of your IT management, it let you now a really detailed info about your pc and laptops connected in your network,the report let you know even the internals serials of each part of your hardware , is really professional.

Cons

i dont have to express any cons against this sofware, its really good piece of software.