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 Environment Summary
Spiceworks Environment Summary

Spiceworks Environment Summary

Ticket Count by User

Ticket Count by User

Monitor active tickets

Monitor active tickets

Create FAQs and knowledge base

Create FAQs and knowledge base

View ticket summary

View ticket summary

Join Spiceworks community

Join Spiceworks community

Manage network performance

Manage network performance

Dashboard

Dashboard

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000



330 Reviews of Spiceworks

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 330 reviews

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Functionality

November 2018

Great functionality for a "free" ticketing software for your IT support

As a small business we need to help our users with their IT problems. Using email so far but we needed a more robust ticketing system. This is a great option.

Pros

Extremely easy to deploy and configure. It is easy to use as well. I like how you can categorize easily tickets and that it is not based on "customer service" like many competitive products; it is really for IT support.

Cons

Ads. I'm not a big fan and I would refuse to deploy this live as is. I find their option to remove ads hard to find (I found a link through a google search) and although I don't mind paying, I would prefer to get the space used by the ads usable for dashboards or more usable stuff than my logo, say.

Review Source: Capterra

Paul from Archway Theatre

Number of employees:  51-200 employees

Ease-of-use

Value for money

Functionality

November 2018

Great System

Pros

Use Spiceworks helpdesk for managing our support calls, the system does exactly what it needs to, is easy to setup and use.
Recommend this to anyone.

Cons

The app doesn't seem to give push notification but apart from that works fine.

Review Source: Capterra
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

November 2018

Resources!

Pros

Lots of resources and good management options. I don't necessarily need/love everything they offer, but they have built a good community

Cons

I don't have any cons about the software, it's come a long way in recent years and I like where they are headed.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

November 2018

Spiceworks Network Monitor Review

Pros

I like the ability to manage the entire software via a webpage. Also the software allows you to have direct connection to a huge community of like-minded IT professionals.

Cons

The software at times when I try to collect data kind of crash on my system many times with time outs and it became very hard and less intuitive compare to other helpdesk systems I have used

Review Source: Capterra
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Spiceworks is critical to my team's success

This is a great solution. It might not scale up for larger needs but for your average helpdesk I highly recommend it.

Pros

The price is right. Easy to set up and very rarely has problems. It is an excellent tool to manage your helpdesk

Cons

Once in a while it gets finicky and requires a reboot.

Review Source: Capterra
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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Functionality

November 2018

Good and free monitoring tool

Pros

This product is great - not only it is free but it also has a pretty useful support forum

Cons

We had some occasional crashes which required reboots from time to time

Review Source: Capterra

Dennis from Montverde Academy

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Great Helpdesk Software - No Frills

Pros

The price is what gets you to download the software, the features are what keep you from looking for an alternative. It will find all of the nodes on your network and associate them based off of their MAC address.

Cons

While not really a "Con", the free version does have ads but they are typically "techie" in nature and sometimes they are relevant to what you may be working on at the time.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

November 2018

Great free tool to monitor your server

Pros

It is free and offers a good visibility on the status of your server

Cons

Advertising is a bit annoying, but it is clearly the price to pay for a free product

Review Source: Capterra

Ryan from Tapestry Technologies

Number of employees:  51-200 employees

Ease-of-use

Functionality

November 2018

Great ticketing solution

Pros

Very easy to install and configure. There are many plug-ins and add-ons available.

Cons

Initial network scan can take a long time to complete.

Review Source: Capterra

Yves from Consultech.Info

Number of employees:  2-10 employees

Ease-of-use

Functionality

November 2018

easy to use and expandable

Pros

Very good product that allow me to create tickets for my customers and monitor their network

Cons

free product so we have to have ads in some of the windows of the product

Review Source: Capterra

Troy from CSDNet

Number of employees:  51-200 employees

Ease-of-use

Value for money

Functionality

November 2018

Great Help Desk Portal

When we moved from our prior software provider to Spiceworks, our technicians and users all immediately began to notice a great improvement in usability and functionality. From being able to interact with the software via emails while our technicians are on the go, to updating users when comments are posted and issues are resolved, this software have greatly improved our help desk's day to day productivity.

Pros

Spiceworks is a free yet versatile help desk portal for users to submit tickets, technicians to track tickets and for administrators to generate reports. With the vast community support behind Spiceworks, its very easy to figure out to to customize the look and feel to meet the needs of your organization.

Cons

While Spiceworks is great, [I assume] because of the free nature of the software and the companies business model, updates aren't very frequent. Security issues within the software can take a long time to get patched, and new features and few and far in-between.

Review Source: Capterra

Georgia from Cisco

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Effective product with advanced features.

Pros

It has been a long time for using this tool and I feel It is and well-developed tool for networking. I love the ticketing system of Spiceworks Network Monitor that works excellently. It provides easy ways to manage help desk tickets. It is very helpful for IT professional to manage and monitor software and hardware assets on networks. For me It is a great networking solution.

Cons

No doubt this tool is fast and simple to implement. But it will be nice if the alert management come with a little more details. I do not have much about the negative aspects of this program because I am satisfyingly working with this tool.

Review Source: Capterra

Kevin from PBX2IP

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Great Free Helpdesk Software

Highly recommend Spiceworks Helpdesk, great product with my kind of price - FREE!!

Pros

Free is Free, so what can I say, it can also record and create an inventory of all items on your network.
Fantastic saving that allows you to move helpdesk budget elsewhere.

Cons

Only downside with free is the ads and also the emails that you get trying to sell you stuff, but as long as you use a spare email address for it. None of this should be an issue.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Functionality

October 2018

Good way to stay ahead of top of potential hardware failures.

Pros

I really liked the customizable network alerts. Alerts can be set to send emails about low toner on printers, low hard drive space on workstations, server power loss, and too many more to name. Helps a lot at being proactive.

Cons

Alerts for new items added to network has never worked for me. I've tried all kind of different variations in setup but none of them sent an alert when a new client was added.

Review Source: Capterra

Adam from City of Casper

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Excellent open Source It Suite

Overall this is a great product for free that most IT teams could use to track issues and network inventory. It is also easy for clients to submit new issues

Pros

It is very easy to get used to using. I also love the inventory tracking

Cons

It seems to freeze up a lot. I wish I could work a little faster in it

Review Source: Capterra

Karen from Eco Interiors Ltd.

Industry:  Consulting

Number of employees:  2-10 employees

Ease-of-use

Functionality

October 2018

Low profile resource for software license tracking

Pros

I recommended setting up Spiceworks so we can track individual licenses and installs of specific software programs (Bluebeam, AutoCAD, etc.). I can enter in purchase and renewal dates and Spiceworks sends me an email prior to renewal.

Cons

I have nothing negative to say about Spiceworks. It was easy to setup on each computer and, other than being tedious to setup the first time with inputting each software program/license, it runs flawlessly now.

Review Source

Shawn from Eco Interiors Ltd.

Industry:  Consulting

Number of employees:  2-10 employees

Ease-of-use

Functionality

October 2018

Great for tracking my hardware/software to identify when I need to update my computer

Pros

Spiceworks tracks all of my software programs (setup by our IT consultant), including the serial numbers/licenses of each program. When an update is available on some installed program, Spiceworks notifies me and our IT consultant who monitors our systems.

Cons

It loses connection with the central server from time to time, and I receive a notification that I have to re-enter the connection details. Not sure if that's a server issue or a Spiceworks issue.

Review Source

Ashley from School City of Mishawaka

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

October 2018

Spiceworks

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.

Review Source: Capterra

Greg from envoy

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

For a free ticketing system you can't get better

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.

Review Source: Capterra

Mark from UPS

Number of employees:  1 employee

Ease-of-use

Functionality

October 2018

It's a good start to manage your hardware and software inventory

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

Review Source: Capterra

Displaying 1 - 20 of 330 reviews