--- 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/service-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: 583 ### 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: 300 reviews (51%) - 4 stars: 218 reviews (37%) - 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. - A good basic SaaS Helpdesk option for most day to day IT incident management. - The interface is clean and easy to navigate, which makes managing tickets and tracking requests very efficient. ### 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 583 (page 1). ### Spiceworks Cloud Help Desk is a Friendly Tool that Gives Us Value for Money - Overall rating: 5/5 - Reviewer: Cerris S. - Industry: Individual & Family Services - Company size: 11-50 employees - Product usage: 1-3 years · daily - 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. --- ### Spiceworks Free Cloud Helpdesk Software - Overall rating: 3/5 - Reviewer: Verified Reviewer - Industry: Law Enforcement - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered A good basic SaaS Helpdesk option for most day to day IT incident management. Easy to use and implement. Would like to see additional features added to better track projects, maintenance and non-break fix tasks. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Availability from any remote location to a distributed tech department. Also very easy to implement and use. #### Cons Some formerly free options available with the free on prem version were removed from the cloud version and now require a subscription to access. --- ### Great Tool for Streamlined Ticket Management - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Human Resources - Company size: 201-500 employees - Product usage: 1-3 years · daily - 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 --- ### Good Helpdesk sofware that is Easy to Setup and Use - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Food & Beverages - Company size: 51-200 employees - Product usage: 3-5 years · daily - 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. I liked it enough to suggest that we pay for it to continue using its features. Still bitter about the 'Free Forever' initial sales pitch. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 4/5 #### Pros It's a good ticket system. Easy to setup and use. Helps keep track of issues that I have going and keeps me from getting too discracted. #### Cons I'm still bitter about the charge for SpiceWorks Cloud Helpdesk. They used the drug dealer's approach... Get us addicted, then jack up the price! --- ### Great FREE Helpdesk Option! - Overall rating: 5/5 - Reviewer: Logan M. - Industry: Education Management - Company size: 201-500 employees - Product usage: 3-5 years · daily - 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. We are very thrilled with the with the cloud help desk! We have looked at other paid solutions but haven't been able to justify going to anything else! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Honestly, it is an amazing free product! It is a really straightforward setup, and is easily scalable to your company and IT team! #### Cons The mobile app and the website need to be logged in and refreshed way more than they should be. The app especially can be glitchy. --- ### FANTASTIC AND FREE! - Overall rating: 4/5 - Reviewer: John S. - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: 3-5 years · daily - 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. Fantastic! 9/10 we have loved everything besides what I placed in the Cons. Some people miss the on-prem, but I don't miss maintaining that extra server. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Free and easy to use, fits our needs for SMB perfectly! Helps us log cases and prioritize incident response as well as history for issues. #### Cons Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided. This is definitely not the norm. The other thing is increasingly paywalled. We are safe so far but not within our budget to pay out the nose for a shop with 2-3 techs. --- ### When I use Spiceworks Cloud Help Desk, my life is simple - Overall rating: 5/5 - Reviewer: Gancho T. - Industry: Education Management - Company size: 51-200 employees - Product usage: a free trial · daily - 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. When I use Spiceworks Cloud Help Desk, my life is simple, I have no worries, and, most importantly, it is free, which we in poorer countries can't afford. Thank you, Spiceworks #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Everything, no special thoughts, and keep going like this. If you add something analogical, only you can ruin the whole system. #### Cons Maybe the commercials from the right side, if you are not protected, and they keep coming and coming again, and again --- ### Low value tool - Overall rating: 1/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - 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: Verified Reviewer - Industry: Education Management - Company size: 51-200 employees - Product usage: less than 1 year · daily - 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. --- ### Solid Product - Overall rating: 5/5 - Reviewer: Jerren R. - Industry: Food & Beverages - Company size: 11-50 employees - Product usage: 3-5 years · daily - 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. --- ### Ideal free helpdesk for small to medium businesses - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Food & Beverages - Company size: 51-200 employees - Product usage: 3-5 years · daily - 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. --- ### A breeze to setup and haven't looked back since! - Overall rating: 5/5 - Reviewer: Donna A. - Industry: Telecommunications - Company size: 11-50 employees - Product usage: 3-5 years · daily - 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. --- ### Using the new cloud-based Network Monitor, and it's OK - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: 1-3 years · daily - 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. --- ### A Simple Yet Powerful Free Help Desk Solution That Delivers - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Logistics and Supply Chain - Company size: 201-500 employees - Product usage: less than 1 year · daily - 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. --- ### The Help Desk tool that does what we need. - Overall rating: 4/5 - Reviewer: Juan F. - Industry: Industrial Automation - Company size: 51-200 employees - Product usage: 3-5 years · daily - 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. --- ### A Full Featured Help Desk For Stewart Home & School - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Education Management - Company size: 51-200 employees - Product usage: 1-3 years · daily - 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. --- ### Spiceworks - You Get What You Pay For - Overall rating: 3/5 - Reviewer: Bob Z. - Industry: Telecommunications - Company size: 2-10 employees - Product usage: 1-3 years · daily - 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. --- ### Spicy goodness - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: 3-5 years · weekly - Reviewed: December 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Spiceworks was great when i worked at a small non profit for my needs #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The 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 #### Cons I 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 --- ### Great Stuff Cheap - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Education Management - Company size: 51-200 employees - Product usage: 1-3 years · daily - 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. I am a long tim Spiceworks user and you can't beat the price. I don't think I would use another product at this point. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros I have been using this daily for 3 and Half years with out fail. It is always available when I need it. #### Cons I haven't seen any yet. If there was anyone thing that gives me a hard time it the 2 factor Authentication. Usually I just close and go back in. --- ### Best Service Desk tool for the price - Overall rating: 5/5 - Reviewer: Guilherme B. - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: 1-3 years · daily - 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. - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: 3-5 years · daily - 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: Gerardo D. - Industry: Construction - Company size: 51-200 employees - Product usage: 3-5 years · daily - 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: 3-5 years · daily - 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. --- ### Best bang for Buck IT Ticket System for infrastructure support - Overall rating: 4/5 - Reviewer: Nathan T. - Industry: Transportation/ Trucking/ Railroad - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: July 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Spiceworks filled the void where we relied on email for managing internal IT support cases, it's was a significant improvement for issue tracking and managing workloads. It's completely free you just need the hardware to host / run their solution. For anyone who is using email or teams channels to manage internal support cases just stop and switch to spiceworks. The issues with spiceworks is it's very limited on functionality, there's no round [sensitive content hidden] assignments, holidays rotas and multiple dashboards for split teams. It's a very basic ticket system ideal for small teams but don't let that put you off as it's trivial to install & configure and best of all it's completely free. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Functionality: 3/5 #### Pros It's very easy to install & configure, their documentation on initial setup is straight forward and overall it's easy to use. It's a very basic ticket solution however it's completely free, if you're without a ticket system and just need something to get you away from emails then you'd be daft not to try it. #### Cons The lack of advanced functionality you find in paid rival solutions, round [sensitive content hidden], holiday rota, multiple teams and advanced reporting / dashboards are none existent. --- ### Great for a free helpdesk, but the community is where it shines - Overall rating: 4/5 - Reviewer: Dustin S. - Verified reviewer: Yes - Product usage: 3-5 years · daily - Reviewed: February 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: 4/5 #### Pros 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. #### Cons Inventory... 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. ---