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Spiceworks Software

300 reviews(4.5/5)
300 reviews(4.5/5)

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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000

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300 Reviews of Spiceworks

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  • Verified Reviewer

    Number of employees: 2-10 employees

    September 2018

    The Original

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    SpiceWorks is Mediocre at Best

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Jorge from Anp Enterprises Computer Repair

    Number of employees: 2-10 employees

    September 2018

    Best Help Desk Solution!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Dan from Jervey Eye Group

    Number of employees: 51-200 employees

    September 2018

    Great for a small IT shop

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • James from Xcobean

    Specialty: Software / IT

    Number of employees: 2-10 employees

    September 2018

    Very good for Network and ICT Equipment Monitoring and inventory

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Automates inventory of PCs in a network
    Can provide a report of how the PCs in the network are utilized
    The dashboard is accessible form browser

    Cons

    The program lags when loading
    For detailed information on PCs you must install the agent
    Does not support non-windows infrastructure

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Michael from Whitehall Central School District

    Number of employees: 201-500 employees

    September 2018

    Spiceworks IT Help Desk - So Good, Missing So Little

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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).

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 5,001-10,000 employees

    September 2018

    BROAD AND VERY HELPFUL

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Matt from Mara Technologies Inc.

    Number of employees: 51-200 employees

    September 2018

    It's how many scovilles?

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Gary from City of Sachse, Texas

    Number of employees: 51-200 employees

    September 2018

    One of the best all-in-one IT solutions available

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Sithembele from EFTPOS

    Number of employees: 2-10 employees

    September 2018

    Best out of the box

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Amber from Fox Pest Control

    Number of employees: 501-1,000 employees

    August 2018

    Very User-Friendly

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Geraldine from Cience

    Specialty: Other

    Number of employees: 201-500 employees

    August 2018

    Spiceworks Does Work!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Spiceworks is a great tool!

    Pros

    I could say that the software is stable and it never crashed for the many times I worked with it. Just make sure you update it to its new version which typically comes out at least once a year.

    Cons

    I hope it could be adopted by other teams or departments aside from IT but since it is heavily IT-based, that's a challenge.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Considering the cost, it's a VERY powerful application

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • ronald from DXC Technology

    Number of employees: 10,000+ employees

    August 2018

    Spiceworks really organize your IT management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Paul from City of Clovis

    Number of employees: 201-500 employees

    August 2018

    Best Help Desk Software for the money!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    LOVE Spiceworks. Been using it for about 9 years and have looked at several other systems and we have decided this is the best fit for us.

    Pros

    Feature Set is amazing - there are plugins to do things if you want to do more than is built in but the built in is plent for us.
    Price is right (free) and it works amazingly well!

    Cons

    Inventory module is confusing and there is no way to keep it as updated as I would like. It has lots of old data that is hard to get out of the way.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Mohit from Punjab Markfed

    Specialty: Agriculture

    Number of employees: 1,001-5,000 employees

    August 2018

    Spiceworks Network Monitor , best help any one can get to manage networks

    Ease-of-use
    Functionality
    Quality
    Support

    First you have to understand the Spiceworks Network environment then it is really easy.

    Pros

    Its fast, its free and its really effective , helps monitoring and pinpointing network issues be it in servers, switches , snmp and others. Really easy to manage and helps saving time and effort. Detailed maps/graphs of networks. Support is free and very responsive.

    Cons

    Works for 25 devices only (free version), other then this no major issue in deployment and day to day usage,

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Stephen from Clackamas Community College

    Specialty: Education

    Number of employees: 11-50 employees

    August 2018

    Still learning how to set it up and use it

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    First, it is free! It looks like it has what we need as a small help desk. Lots of community support apparent.

    Cons

    Need time to set it up the way we want it to work. Little bit of a learning curve, but not enough to send me packing yet.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Drew from Speed Wrench

    Number of employees: 11-50 employees

    August 2018

    A good solution for IT Help Desk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Used Spiceworks for just over a year before moving to a different solution. If we were a smaller environment I'd have stuck with it 100%. The community around Spiceworks is really the secret sauce that makes it work. Small-Medium business should absolutely have this in their list of contenders when it comes to helpdesk management and documentation software for entry level.

    Pros

    Extremely involved community. Lots of experts. Local server client with some cloud capabilities. Excellent forums. Good documentation features. Good price point.

    Cons

    Lacks some features that other "big boy" helpdesk software might have, like integrated remoting. Discovery tool is a bit obstuse and not very useful.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Yeniree from Sociedad Venezolana de Inversiones SIPSA, C.A.

    Number of employees: 11-50 employees

    August 2018

    Spiceworks Network Monitor an excellent tool to monitor your network

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This tool can scan the entire network without installing any client and only with the first scan shows an infinity of information for each computer, printer or server, if you wish, you can easily implement the client in each of the equipment, which allows you to see much more information on each of the computers, with this you can also check the disk space, the installed memory and all the hardware of each computer. In my opinion, the best thing about this product is that you can have the serial number of your monitor even though it is connected by the vga port, it is something incredible and the reports can be configured to send you email alerts about any parameter you need

    Cons

    The free version only allows you to scan 500 computers, the administration is a bit annoying and the configuration takes a long time, since you need to parameterize everything.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Mai from Texas Woman's

    Specialty: Education

    Number of employees: 501-1,000 employees

    August 2018

    Spiceworks Review

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    It is a free product to use. This tool can be used with other products. There is good basic monitoring capabilities. This is very easy to use and to understand.

    Cons

    This product is nearing the end of life. It is not the most complete network monitoring product available. And the ads are a bit annoying to deal with from time to time.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
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