--- title: "Spiceworks Cloud Help Desk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Spiceworks Cloud Help Desk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Spiceworks Cloud Help Desk is a good fit for you!" source_url: "https://www.softwareadvice.com/help-desk/spiceworks-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Spiceworks Cloud Help Desk](https://www.softwareadvice.com/help-desk/spiceworks-profile/) / Spiceworks Cloud Help Desk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/help-desk/spiceworks-profile/) Reviews [Alternatives](https://www.softwareadvice.com/help-desk/spiceworks-profile/alternatives/) # Spiceworks Cloud Help Desk User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 586 ### Secondary ratings - Ease of use: 4.3/5 - Customer support: 4.2/5 - Value for money: 4.6/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 301 reviews (51%) - 4 stars: 220 reviews (38%) - 3 stars: 50 reviews (9%) - 2 stars: 13 reviews (2%) - 1 star: 2 reviews (0%) ### Most mentioned 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. - We also appreciate that Spiceworks includes an inventory system and a built-in knowledge base, where employees can easily find solutions or troubleshooting steps for common issues like network errors or password problems. - The simple dashboard layout makes it much easier for our IT department to manage tickets. Plus, assigning or creating tickets is as easy as clicking on one, streamlining the entire process. ### Most mentioned cons - The system shows that message sent and I can see it on my dashboard but there was few occasions that customer reported that they didn't hear from us even though we replied to their message. When this issue happens we try to remember and reply the customer over email. - 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. - The inability to view a sender's email address without having to go to the main cloud log in. ## Spiceworks Cloud Help Desk customer reviews Showing reviews 1-25 of 586 (page 1). ### Ideal free helpdesk for small to medium businesses - Overall rating: 5/5 - Reviewer: Robert R. - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I have been very happy with Spiceworks, especially the community of users. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### A breeze to setup and haven't looked back since! - Overall rating: 5/5 - Reviewer: Donna A. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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 --- ### Using the new cloud-based Network Monitor, and it's OK - Overall rating: 4/5 - Reviewer: Steve P. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 3/5 #### 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. --- ### Spiceworks Cloud Help Desk is a Friendly Tool that Gives Us Value for Money - Overall rating: 5/5 - Reviewer: Piergiorgio Tamiazzo C. - Verified reviewer: Yes - Industry: Individual & Family Services - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered When using Spiceworks Cloud Help Desk, I always have incredible experiences. Spiceworks Cloud Help Desk is a resourceful platform. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the friendly interface of Spiceworks Cloud Help Desk. Spiceworks Cloud Help Desk gives us value for money because it enhances team collaboration and provides accurate features. #### Cons I do not experience problems when using Spiceworks Cloud Help Desk. Spiceworks Cloud Help Desk has been a flawless tool. --- ### A Simple Yet Powerful Free Help Desk Solution That Delivers - Overall rating: 4/5 - Reviewer: Gannon M. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: October 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### The Help Desk tool that does what we need. - Overall rating: 4/5 - Reviewer: Juan F. - Verified reviewer: Yes - Industry: Industrial Automation - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### A Full Featured Help Desk For Stewart Home & School - Overall rating: 5/5 - Reviewer: Michael Uber M. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Great Tool for Streamlined Ticket Management - Overall rating: 5/5 - Reviewer: mariana u. - Verified reviewer: Yes - Industry: Human Resources - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: February 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with Spiceworks Cloud Help Desk has been positive. It’s a user-friendly platform that makes ticket management straightforward and efficient. I found it easy to track requests, assign tasks, and maintain visibility over support operations. While it may not have the advanced customization and reporting capabilities of more complex systems #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I liked how user-friendly and intuitive Spiceworks Cloud Help Desk is. The interface is clean and easy to navigate, which makes managing tickets and tracking requests very efficient. I also appreciated the ability to organize, prioritize, and assign tickets quickly #### Cons One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms. Some reporting features felt basic, and deeper analytics required additional manual tracking --- ### Low value tool - Overall rating: 1/5 - Reviewer: Zachary A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2026 - Review source details: This review was submitted organically. No incentive was offered Very poor. The Cloud Help Desk was a fine free tool. It did the basics with only a few hiccups. Now that it is paid it is a very expensive least value tool. Looking to switch away to a less expensive more feature rich tool when possible. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Spiceworks Cloud helpdesk is a simple to use cloud interface. Not a lot of bells and whistles. Simple setup and start creating tickets. #### Cons Very minimal set of features at a very high price point. Only able to upload 1 photo at a time. No rich text. No linking to other tickets. Limited customization of portal for users. Limited field customization. --- ### Easy ticket management, I like it! - Overall rating: 4/5 - Reviewer: Naz Y. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall it makes my life easier, I can easily follow the issues happening in our campus, bugs happen but I don't complain. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is my first ticketing system experience and I can say that it was easy to learn, it took me only a day to figure out everything. I believe they care about security because even sometimes I have to re-login in the middle of the day even if I was just switching the tabs on the browser. We are a small team (2 persons) so I believe we are using the free-tier and it covers everything we need. #### Cons There is one bug happens sometimes when I try to reply a customer inside the ticket. The system shows that message sent and I can see it on my dashboard but there was few occasions that customer reported that they didn't hear from us even though we replied to their message. When this issue happens we try to remember and reply the customer over email. --- ### Spiceworks - You Get What You Pay For - Overall rating: 3/5 - Reviewer: Bob Z. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2022 - Review source details: This review was submitted organically. No incentive was offered We were not happy with the outcome as it was more limited in it's reporting capabilities and it's ability to properly track metrics. We made it work but eventually had to replace it in our organization due to the limitations previously mentioned. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros It was a low cost option that provided most of the features and functionality we were looking for in a Help Desk system. #### Cons The reporting features were minimal and the ability to create usable ticket flows was limited. #### Reasons for choosing Spiceworks Cloud Help Desk Cost and ease of implementation (or so we thought). --- ### This is the one solution to start with Servicedesk solutions - Overall rating: 4/5 - Reviewer: Luis Miguel M. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2023 - Review source details: This review was submitted organically. No incentive was offered This is a great solution, it was our first service desk platform that give us excellent results. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Spiceworks 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. #### Cons As 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. --- ### Solid Product - Overall rating: 5/5 - Reviewer: Jerren Randle J. - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. On a day to day basis our team utilizes spiceworks to receive and respond to customer inquiries in a timely fashion #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Efficient way for our team to receive and respond to customer inquiries. Our team is able to re-access any closed tickets if research is required. #### Cons The inability to view a sender's email address without having to go to the main cloud log in. There also have been some access issues in the past. --- ### Team friendly Spiceworks - Overall rating: 5/5 - Reviewer: Madhuri N. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. this is good app for team work management . fast working, no lagging, user friendly, easy to use by anyone in team #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Spiceworks saved alot time by its unique features. It is secure and closed communication, easy to track assets, less issues. It is truly value for money. #### Cons Due date option should be compulsory . it is at present not mandatory, so anyone can almost forget until mis team reminds. --- ### Best Service Desk tool for the price - Overall rating: 5/5 - Reviewer: Guilherme B. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2023 - Review source details: This review was submitted organically. No incentive was offered Great tool so far to monitor and respond to our IT incidents #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Great tool and easy to use ticketing system, easy ticket creation, assignments and monitoring. It allows you to create custom reports which can be used for analysis and tracking as well. #### Cons No complains so far about the tool, I would like to get more time to explore and implement more features in our company. --- ### Spiceworks makes it spice!!! - Overall rating: 5/5 - Reviewer: Zyren Christian D. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros For us IT helpdesk/Specialist, this product works like a magic. We can easy monitor and keep track of our ticketing management, we can also check the reports very well and it was so organized. #### Cons Only when I was accessing it with my phone on web, the product seems not be responsive on mobile phone(browser access). Nevertheless, the app is so great and such an important tool to us --- ### Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars! - Overall rating: 5/5 - Reviewer: Victor A. - Verified reviewer: Yes - Industry: Construction - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies. For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code. We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network. #### Cons Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning. Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features. --- ### Free help desk and ticketing system with integrated AD-compatible inventory - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Higher Education - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2019 - Review source details: This review was submitted organically. No incentive was offered We have used the Spiceworks ticketing system for a few years and have been very pleased by the customization options, support, and overall performance of it. It has helped to streamline the efforts of our tech team and help us to effectively organize and delegate. From the ticket overview, you can see what tickets are new, outstanding, and who their owners are (if any). The customer portal side and automated responses are very customization as well, which helps to get your tech communications effectively branded for your organization. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The fact that it is a free product helps it to stand out. Beside that, when we did have an issue, the support was fantastic in helping us to track down and remedy the source of the problem. We really like the amount of detail you can see at a glance when using the help desk because it can aggregate the data from inventory which can include hardware devices and users. There are also many very handy plugins for Spiceworks that can help in countless ways. #### Cons Since our users had a habit of submitting tickets with numerous large attachments, the ticket database became kind of unwieldy and there wasn't a clear way to actually delete tickets or their attachments from the database. This is good and bad, in that there's no accidental deletion of ticket history, but it can be frustration if space on the hosting server is very limited. --- ### Spiceworks Review - Overall rating: 4/5 - Reviewer: Marek T. - Verified reviewer: Yes - Industry: Financial Services - Company size: 2-10 employees - Product usage: Used weekly for free trial - Reviewed: May 2023 - Review source details: This review was submitted organically. No incentive was offered Overall, my experience with Spiceworks was highly positive. The vibrant community and wealth of resources made it a valuable tool for IT professionals. It provided a platform to seek advice, troubleshoot problems, and stay connected with industry peers. While there were occasional performance issues and the user interface could have been more intuitive, these minor inconveniences did not significantly impact the overall experience. Spiceworks proved to be a valuable resource for IT professionals, facilitating knowledge sharing and enhancing collaboration within the community. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience. #### Cons While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience. --- ### A good ticketing system! - Overall rating: 4/5 - Reviewer: Sara A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2024 - Review source details: This review was submitted organically. No incentive was offered Spiceworks Cloud Help Desk is a really good choice if you need to manage tickets and need an efficient system. The interface is intuitive and you learn fast how to use. You can customize the alerts and other features to better fit your organization needs. You can also use the interface via mobile/tablet and interact without problems (I mean "it fits well"). Thumbs up! #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Functionality: 4/5 #### Pros Among the ticketing system for helpdesk purpouses, I think spiceworks is one of the best. The interface is quite simple and you will learn fast how to use and manage the tickets. Obviously there are many other features (for example managing users, creating reports), but I always use it as ticketing systems. Customers may send an email or log to interface with their accounts and open or update a ticket. You will reply to them via web interface and of course you can (and they can) attach files and images, in a fast and easy way. You can assign to others / deassing the tickets in case of need. #### Cons I preferred the on premise version but it is not available anymore --- ### 100% free help desk and ticket resolution solution. - Overall rating: 5/5 - Reviewer: Michael M. - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: December 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. As I mentioned previously, a majority of our users are primarily mobile and being able to stay in touch with each other and with the client (who we can set up to receive notifications of their own when a ticket they created is edited) is essential. Further, there's no reason not to try it out because there is no financial commitment to worry about. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros As I said above, it's FREE. For lower volume IT houses it's pretty great. We have a basic setup where emails sent to a support address automatically open a ticket. I operate almost exclusively from my phone and we've never had an issue creating, working on or closing tickets in the field or in the office. #### Cons Nothing more serious than the occasional hiccup when an update is released for the mobile app and features are either shuffled around or changed so much they aren't easily uncovered again. Also, if it did more to auto-populate the fields for the name of the person who submitted it, what it pertains to, which software or hardware they're looking for help with, that would be great. --- ### Excellent starting place for Ticketing System and for Full Implementations - Overall rating: 4/5 - Reviewer: Alex G. - Verified reviewer: Yes - Industry: Higher Education - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. An excellent helpdesk ticketing system that if you don't have one in place should be your first stop for getting started. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It 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. #### Cons Only 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. --- ### Great Help Desk Portal - Overall rating: 5/5 - Reviewer: Troy S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Functionality: 3/5 #### 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. --- ### Excellent product, free and top notch support - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons Though 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. --- ### Spiceworks Ticket System is the Best! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Construction - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Functionality: 5/5 #### Pros The ease for an end user to submit a ticket and for me to communicate updates for that ticket are outstanding. I use this for a very basic IT help desk ticket system and am amazed at what you get for free. They can create tickets and communicate via a web page or via email conversations. Even with email it keeps a record of the communications with the ticket. #### Cons None. I mostly use only the ticketing system which I have detailed above along with some of the support community message boards. I have no complaints about any of it. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/spiceworks-profile/reviews/?page=2) --- Spiceworks Cloud Help Desk Reviews, Pros and Cons - 2026 Software Advice