All Spiceworks Cloud Help Desk Reviews
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Joshua
Financial Services, 51 - 200 employees
Used less than 2 years
OVERALL RATING:
5
Reviewed February 2023
Ever looking for an IT Asset Management App to use ..... Spiceworks has it all
Jesica
Verified reviewer
Insurance, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2019
Spiceworks will answer all your questions
Spiceworks suggests free solutions so, it would be stupidмн not to recommend you this amazing software. It is an easy platform and, believe me, you won’t have any problem to use it. I should also mention that it well suits to small companies but larger companies should probably search for another solution.
PROSThere is one feature of Spiceworks which I appreciate the most. It gives you the opportunity to check your network and find out what devices are connected to it. This means that it provides a lot of information about those devices such as their IP addresses. Another advantage of this platform is that it is completely free. If we compare the quality of work of Spiceworks with other platforms, it will become obvious that this help desk can do freely more than other expensive platforms. I think it is hard to find a person who knows everything about his profession or field of work. From time to time everyone needs to look for some help or extra information. In these cases you should at least know where you can find the required information. People engaged with information technologies already know that Spiceworks is their best solution. You can find the answers to your questions in the forums or you can type your question and get feedback.
CONSThe first issue I should mention is the app itself. As for the mobile app, it is heavily text-based, it would be nice to see more graphics there. In addition, I would like to see one app which shows the community and the form together. Unfortunately, there is a lot of commercial which can be annoying but on the other hand, it is understandable: the platform is free and it depends on ads to get some income. I wish it could be easier to work with tickets and especially the deleting function.
Luis Miguel
Telecommunications, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed June 2023
This is the one solution to start with Servicedesk solutions
This is a great solution, it was our first service desk platform that give us excellent results.
PROSSpiceworks is a high valuable solution with multiple levels, very easy to deploy, it could be setup as a level entry service desk solution but includes great features that you have on hand starting even with the free version.
CONSAs Spiceworks have several modules some of them remains with an effective use and could be great to have a configuration menu that disable that tabs not configured on the setup
Reasons for switching to Spiceworks Cloud Help Desk
Because we would to improve our service desk process no just by having the list of the open tickets but also have the entire follow-up and increasing the UX on this process.
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed September 2022
Spiceworks is good for small companies
It was great at the beggining but whe the company grew and the tool was not able to grow with us.
PROSIt's free and very useful for small companies, they don't have to spend any money to have a ticketing tool.
CONSIt doesn't have a knowledge base. The asset management was fine at the begginig but with more than 200 assets it became useless. Always was down because of the database management.
Reason for choosing Spiceworks Cloud Help Desk
Because of the price.
Reasons for switching to Spiceworks Cloud Help Desk
Because it was very difficult to configure and to manage.
Donald
Education Management, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2022
Spiceworks Help Desk
Spiceworks has been very good for us as a Help Desk software. My admins and users had an easy time in implementing this software
PROSOf course the cost since it is Free. Easy to deploy and users to understand
CONSDoes not have all the features and reports that others have, but that is offset by the price
Reason for choosing Spiceworks Cloud Help Desk
Pricing
Reasons for switching to Spiceworks Cloud Help Desk
Price savings. We needed to cut costs and since SpiceWorks is free, we went to it
Noor Shehra
Computer & Network Security, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed November 2021
Spicework Review
It is one of the best software for the inventory management and the software can be accessed anywhere in the same network through the specified URL which will keep a whole record of the networking devices.
PROSInventory management is one of the best, with few tweaks on the user end, it is easy to scan all the computers and printers in the network from serial number to installed software in each computer that will come handy in the audit.
CONSFew basics were missing like currency value of different countries will making a purchase invoice for the new bought devices.
Reason for choosing Spiceworks Cloud Help Desk
Spicework is basically free if you host the application in your server comparing to the other inventory softwares
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
4
FUNCTIONALITY
3
Reviewed November 2022
Great community, basic features and many integrations
Spiceworks was great to begin with but as the company grew, the features and requirements we needed also grew so we needed to move away. For a small company, this would be a great starting point.
PROSThe helpdesk is the main feature of Spiceworks and works well, the community as well are very knowledgeable and welcoming which is great when you have any issues or queries, you don't need to directly contact Spiceworks Support but rather you can discuss it with the general community. The software being free is also a big positive because unless you're a big company, it's another expense which you can avoid and still get a great service desk.
CONSThe UI was the most disliked feature of this software, it felt very outdated and the theme customisation was very minimal as well.
Reasons for switching to Spiceworks Cloud Help Desk
Spiceworks lacked the requirements and features which our company required as we expanded.
Ian
Hospital & Health Care, 51-200 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed December 2022
Spicy goodness
Spiceworks was great when i worked at a small non profit for my needs
PROSThe inventory and ticketing are very useful in smaller businesses however when i have to research an issue i normally end the search term in google with "Spiceworks" as i know i will be returned with a wealth of expert knowledge
CONSI find the bandwidth usage quite high, other than that it is value for money which was zero for just the helpdesk. There are other applications i have not used
Reasons for switching to Spiceworks Cloud Help Desk
Just overall better product for what was needed
Jeffrey
Wholesale, 51-200 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2021
Spiceworks helps multiple departments with more efficient reaction time and decisions.
It's easy to use once setup by most anyone. It does not have all the extra features that are typically not needed by 90% of the companies so it makes admin easier.
PROSIts a feature rich and functional product for an amazing price. They keep adding more too.
CONSSetup can be a bit of a bear depending on how much you want to customize it.
Reason for choosing Spiceworks Cloud Help Desk
Having experience with Freshdesk which is a good product, the price sold it on us for the
Anonymous
51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2020
Amazing for the Price (FREE)
I don't know why I didnt try this soon, i think you presume if something doesnt have a high price tag then it wont be any good, but i was very wrong.
PROSI love the ease of the ticketing system and the professionalism of the emails that come out from it. I have used some other IT help desk platforms but this one works really well.
CONSThe app isnt particularly slick but it works. I think in they could spend a bit more time on the app it would increase their portfolio tenfold. For the price it is a gem and you cannot go wrong.
Reasons for switching to Spiceworks Cloud Help Desk
Zoho was not doing a good enough job and didnt offer any visual tracking
Mitchell
Wholesale, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
Spiceworks Help Desk is a great tool
Overall Spiceworks Help Desk is a great tool to get your company Help Desk up and running with little effort. Highly recommend it.
PROSSpiceworks Help Desk is a great tool. It is free, easy to setup, easy to configure, easy to use, It creates a ticket number if setup to do so with an auto reply. Inviting team members is simple and all the history is logged. Very Nice!!!
CONSSpiceworks Help Desk is a great tool. However the Knowledge Base usually comes up with zero search results.
Anonymous
201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2019
SpiceWorks does the job, for free-ninety-nine.
Prior to SpiceWorks we relied on emails from users with issues, and each IT person might manage those emails in their own way - flagging for followup, marking as unread, subfolders of their inbox, reminders, etc. Issues often were forgotten before being resolved as they moved further down in the IT inbox. We would often work on issues that another IT person already knew the answer to, thus wasting time. Spiceworks has made it so much easier to keep track of issues and their resolutions. IT supervisors can see at a glance if any of their people are struggling, and how quickly issues are resolved. Each ticket is categorized (Phone System, PC Hardware, Network, etc.) so its easy to see if things are getting better or worse. You can reply to a ticket with a suggested solution, categorize it, and close it, all using the "Tickets Anywhere" keywords.
PROSIt allows us to prioritize tickets, identify recurring problems, and prevent requests from "falling through the cracks". It provides our employees a single email address for getting help without them having to know who in IT does what. It is fairly configurable to meet different needs - we use it for warehouse and logistics issues as well as IT Help Desk. Tickets can be assigned, categorized, closed, etc. using "Tickets Anywhere" keywords when replying to the email so you don't even have to open the site to work tickets.
CONSEmails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost. Due to this we sometimes have to ask the user to forward the email directly to us in order to see the original. There is a delay of between 1 and 5 minutes after an email is sent to Spiceworks before the Spiceworks email is received by team members, so we occasionally have more than one person starting to work on a ticket at the same time - especially if the ticket can be resolved simply by replying to the email.
Jeff
Real Estate, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2020
Bang for your Buck, especially when it is free!
I have used Spiceworks in 2 different IT Shops now and will continue to use them. I have attended SpiceWorld twice and will be attending it again this year. They bring the best IT companies together.
PROSIt's Free. It has a great mobile app that allows my techs to have access to the portal from anywhere. It is simple to use. It is cloud based. It comes with a free remote control tool (ZoHo) as well.
CONSAdvertisements. You have to expect that with anything that is free. We may upgrade to the paid version this year. Limited options in regards to the User Portal.
Alex
Higher Education, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2023
Excellent starting place for Ticketing System and for Full Implementations
An excellent helpdesk ticketing system that if you don't have one in place should be your first stop for getting started.
PROSIt offers a free service which is very usable, and an excellent place for any business to start if they current do not have a helpdesk ticket/reporting system. Centrally mange all the helpdesk jobs rather than relying on emails, which can be missed. Can be upgraded with a subscription to get even more features and remove advertisements.
CONSOnly initial downside people might not like is the advertising that is built into the free version, but it is totally understandable for Spiceworks to have this, and it is not intrusive. Some of the features you might want could be only available under a subscription but all worthy ticketing systems are not free. Setup could seem daunting for a novice user but there is plenty of support and guides.
Dustin
Verified reviewer
Computer Hardware, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2018
Simply essential to every day I.T. Life!
There is really nothing to say but this software is excellent. I use it daily for ticketing, tracking, research and even I.T. related news clips. It's an essential one stop HUB for everything I.T. and best of all it's free.
PROSSpiceworks is the software that my company uses for ticketing and a secondary asset tracking system. Since I've been using it I've found that it's infinitely more helpful than at first it seemed. The ticketing system is very simple to set up and tracks and assigns tickets very well. Besides the ticketing and asset tracking I love all the plug-ins that are available as well as the Spiceworks community. There are very few resources where you will find a more helpful bunch of users who have real world experience and can answer anything you might need to ask. I always find someone who has broken down extremely technical knowledge that makes it easier for me to learn and expand.
CONSThe software can sometimes be a bit slow to respond. There will at times be an odd lag in the software even though there is nothing taxing happening on the server and resources look fine. This is a minor occurrence and can be fixed by restarting the service on the server.
Dustin
Verified reviewer
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2018
Great for a free helpdesk, but the community is where it shines
First off, nobody has ever complained about free. Spiceworks itself does what it is meant to do -- it provides a simple helpdesk for you and your users, with basic features you'd expect from a support system. It's full of little things, like a built-in knowledge base, built-in remote support, integrations with other tools, etc. The real value in Spiceworks though is it's community; it's like Experts Exchange on steroids. Everyone is friendly and helpful, and vendors have direct representation in the forums to help you with both sales and support questions. It rarely feels like anyone is trying to sell you anything in Spiceworks' community, but at the end of the day you end up buying from some vendors *because* of how they treat you there. It's incredible.
CONSInventory... inventory is not good. If you don't get it set up perfectly the first time, you might as well turn it off and forget about it. There's still no really good way to handle historical data and devices you no longer control.
Jason
Utilities, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2022
Spiceworks - old but still very useful
Spiceworks has been a huge part of our work flow for the past 10 years. Both the community forums and the software package. I've tried a few other similar applications over the years. I've stopped using most of them but I'm still using Spiceworks.
PROSI mainly use this for service tickets but it's still useful for keeping track of inventory. I really like how it tracks toner levels in printers.
CONSThe gui is a bit outdated and can run a bit sluggish. The lack of future support and updates is disappointing.
Aaron
Verified reviewer
Outsourcing/Offshoring, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Spiceworks Help Desk is very user friendly and is a great cost effective ticketing system.
A cost effective IT HelpDesk ticketing system, that allows our business to track issues, increase productivity and keep track of our IT inventory.
PROSVery easy to use and the initial setup and normal operation is user friendly enough to where even a novice user could get it working for their needs. When it comes to Help Desk software, you can't beat the low price of FREE! There is a large pool of add-ons and user created plugins that will fill in the blanks to add additional functionality. If you get stuck on an issue while using Spiceworks Help Desk, the official email support and user forums are very helpful. Helps you keep track of inventory. Overall if you are looking for a cost effective HelpDesk ticketing solution for a small/medium business, you can't go wrong here.
CONSUsers have reported that on very large networks the initial network scan can take days to complete. Official support is limited to email or user forums. You can't hire an expert through Spiceworks to help set up or configure Spiceworks Help Desk to meet your needs. It is up to you to figure it out.
Matthew
Verified reviewer
Construction
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed April 2018
Fantastic IT Help Desk Solution
It has been a good way to track tickets and gives us the basic information as to how many tickets we are closing per week
PROSMyself and my team have been using Spiceworks for the last 2 years now as our Help Desk Ticketing software solution. We have now also recently changed over to their cloud version of this software which incredibly is also free and still have zero issues with the software. To date, it has never let us down. Spiceworks software delivers all the functionality we need out of a Help Desk Solution and is still running strong for us. We manage over a 500 tickets daily through this software and have never found to have had any technical issues with it.
CONSI do however have only one small issue and that is I wish it had better sorting of submitted tickets and improved search capabilities. Otherwise this software is amazing and only look forward to any future updates they may have for us.
Peter
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2019
Spiceworks keeps me always alert and well informed of the workings of my teams at all times.
It is an excellent system that gives me the opportunity to visualize the state of my network, which allows me to be always informed, updated and alert to any inconvenience that our equipment may present. We have been able to monitor our servers and switches using any agent that is installed on each one. With Spiceworks I have been able to scan all network devices and desktop computers with windows in a very simple way.
PROSThis system is very easy to use and configure, even for users who are just starting out in these activities. It has the main property of always keeping us informed of the state in which our servers and switches are located and in case of any problem Spiceworks will alert us even before it occurs. Another feature that has benefited us is that it is not necessary to log on to an individual computer, we just have to open the system and be able to buy everything. It is a fully automatic system and we can use it from any type of device that is integrated into a browser compatible with the system, provided that the data is hosted on the computers of the internal network of our company.
CONSSometimes the system can become a bit slow, especially when we access the system through low-income or old-order ones.
Richard
Health, Wellness and Fitness, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
Free, Reliable and Easy to use Helpdesk
Easy, Reliable and Free Helpdesk Software
PROSWe love Spiceworks Helpdesk. It is so easy to use, feature rich, and reliable. It allows our user to submit a helpdesk via e-mail or by using our spiceworks helpdesk portal. We have multiple technicians and departments, so once a ticket comes in it can be assigned to a certain technician or department automatically based on rules we assign. Certain technicians can see all tickets while others can only see their own, which is good for security and privacy issues. You can add notes and attachments to tickets and also add KB article or replies you post frequently so you don't have to retype common replies or solutions over and over again.
CONSSometimes it will run into an issue where the spiceworks page will be down but usually it is easy to resolve or a quick reboot will fix it.
Anonymous
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2018
Excellent product, free and top notch support
Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins.
CONSThough the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2018
Spiceworks is awesome!
It's amazing that the software is free. We were able to implement a proper help desk system with all the features we needed at no cost. The Spiceworks online community is amazing. The knowledge available there is as good as any other source on the Internet.
PROSIt's free. The help desk functionality does exactly what it's supposed to do. Users can submit tickets via email or through a portal, and support staff are notified and can acknowledge the tickets right away. When ticket updates are entered promptly, it provides excellent visibility into the life of a trouble ticket. The Spiceworks community is amazing. It's our first stop when searching for answers to tough problems.
CONSWe occasionally have issues with the system not checking email for new support tickets. A restart of the software solves the problem.
Sandeep
Verified reviewer
Commercial Real Estate, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed April 2023
Ticketing Tool
We are using Spiceworks for ticketing day to day issues where users are facing and for regular follow-up of any tasks assigned.
PROSI liked the ticketing process or features that were available when creating tickets, as well as the email alerts for each follow-up.
CONSThe least i like was server availability, Some times due to work load the server gets crashing and after restarting all the services only it will work without any issues.The initial stage of setup using authentication was difficult.
Reason for choosing Spiceworks Cloud Help Desk
User friendly and interface is also good.
Nikki
Printing, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2019
Lots of features for a help desk ticket system
I use Spiceworks IT Help Desk at work as a ticket system. It creates an individual ticket for each customer when they have an issue, and organises all the communications with this user with this individual ticket system number. It has really made us more efficient as rather than having to reply individually and try to keep track of emails with a customer, it is all stored within one system.
PROSI like that Spiceworks IT Help Desk lets me work with customers through a ticket system, so I can stay organised versus answering and tracking individual emails. It also gives a notification when there is a new ticket or a message that has been waiting over 24 hours.
CONSIt is a little difficult to use and figure out the menus of the helpdesk system, and also every page seems to have to reload and does not work very quickly.