Spiceworks Cloud Help Desk Manufacturing Reviews & Insights

Score7.1 out of 10

248 Reviews and Ratings

Community insights

TrustRadius Insights for Spiceworks Help Desk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Intuitive and User-Friendly Interface: Users have consistently praised the intuitive and user-friendly interface of Spiceworks Help Desk. Many reviewers have stated that the clean and efficient design of the ticketing system makes it easy to navigate and manage support requests. This user-friendly interface contributes to a smooth and seamless task completion, enhancing the overall user experience.

Convenient User Portal: The user portal in Spiceworks Help Desk provides a convenient landing page for end users to create and update tickets. Numerous users have expressed appreciation for the accessibility factor, as the user portal can be accessed via a browser without requiring specialized software. This accessibility adds to the usability and convenience of Spiceworks Help Desk, allowing anyone to submit help requests easily.

Customization Options: The ability to customize workflows, inventory management, and response management in Spiceworks Help Desk has been highly valued by users. Many reviewers have mentioned how they appreciate the flexibility provided by this software, as it allows them to tailor it according to their specific business needs. The customizable aspects contribute to its adaptability and usefulness for different organizations.

Reviews

14 Reviews

Manufacturing

Spiceworks Help Desk is a great ad-supported option for coordinating end user support

Rating: 7 out of 10

Incentivized

April 24, 2021

Use Cases and Deployment Scope

Spiceworks Help Desk is used by the Information Systems department to record all end-user requests for IS support, which includes computer troubleshooting, software installation and assistance, and other, general IS-related requests. Spiceworks helps us by creating a ticket for each user support request; assigning those requests to (or accepting the requests by) the available staff; recording critical system outages; managing communication with users through the ticket itself; and providing basic reporting of ticket-related metrics.

Pros

It's an ad-supported platform, which lowers the cost to entry.
It's capable of processing hashtags in emails, making it easier to convert user emails into tickets through forwarding with hashtags.
Is easily customizable to expand the list of available categories, departments, etc.

Cons

I have always wanted a way to redirect a support request into another IS bin, such as a development task.
It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
Improved ability to customize the system generated emails to improve the formatting and company branding.

Likelihood to Recommend

If an organization lacks a help desk ticketing system or perhaps is currently paying a lot for one that does nothing but track help desk requests, then Spiceworks Help Desk could be a good no/low-cost option. We tried using Spiceworks Help Desk's other features for tracking assets but found it wanting. If you need a solution that offers a help desk tool, asset tracking, software deployment, and other features, then it's probably best to pay for another solution.

Verified User

Supervisor in Information Technology (Chemicals company, 51-200 employees)

Vetted Review

6 years of experience

Spiceworks' Help Desk will SAVE your IT department! And your budget.

Rating: 10 out of 10

Incentivized

April 23, 2021

Use Cases and Deployment Scope

[Spiceworks Help Desk] is used as the primary way for employees to submit requests for IT support, even if they're off site (we went with the cloud solution).

Pros

Cloud environment requiring nothing more than an email with the right domain is great (no new passwords needed)
Excellent knowledge base capabilities
Integration with remote administration tools like VNC
User portal to act as a kind of IT intranet is VERY flexible

Cons

When cloud hosted, AD integration isn't the best, it forces users to log in and stops working entirely when on premise services are unavailable and passwords aren't known
Additional support for direct deployment of things would be nice, a lot leans on manual GPOs and other things to leverage the additional information made visible by the Spiceworks Agent, for example
More workflows available, stuff seen in SolarWinds (tho perhaps this is available now)

Likelihood to Recommend

I already have recommended [Spiceworks Help Desk], many times. It's such a simple onboarding and very powerful. When you just need SOMETHING this is way, way better than nothing. It has app support, is totally $0 cost and even extensible (especially if used on premise). There's even a lot that can be done on the inventory side which I use along side the cloud piece for inventory purposes alone. It's great to know what's out there (albeit for most accurate info the Spiceworks Agent should be installed).

William Votta

IT Manager of the Americas in Information Technology at Nelipak Healthcare Packaging (Packaging & Containers, 501-1000 employees)

Vetted Review

16 years of experience

View profile

Spiceworks ... Use it every day!!

Rating: 10 out of 10

Incentivized

April 20, 2021

Use Cases and Deployment Scope

We needed a way to centralize tickets as former team only used email. I had used other Spiceworks tools prior so decided to test this out and never looked back after implementing it for all in house issues.

Pros

Ticketing
Custom fields
Management of tickets

Cons

Reporting tool
Mobile app

Likelihood to Recommend

Any SMB that needs an effective ticketing tool should look into Spiceworks before even looking at paid for tools. It has been used here for a multi-state/national company here in the U.S. for over five years and haven't looked back.

Tim Roberts

IT Network Coordinator in Information Technology at Miller Environmental Group, Inc. (Chemicals, 201-500 employees)

Vetted Review

6 years of experience

View profile

Spiceworks Works!

Rating: 6 out of 10

Incentivized

January 24, 2020

Use Cases and Deployment Scope

Spiceworks is being used to manage our general mailbox for our service team. Our mail program did not keep replies with the incoming messages, and messages could be deleted from our inbox and not be able to recover them.

Pros

Each ticket has a timestamp of when it was received, making it easy to see our response times.
Spiceworks displays live data on how fast we respond and how long it takes us to close requests.

Cons

Recipients added to distribution as CCs do not always get the emails from Spiceworks.
Spiceworks does not allow us to break up a conversation.

Likelihood to Recommend

Spiceworks has helped us to know that we are responding to every customer email and how long it takes for us to get there. It truly does not stack conversations as well as I had hoped.

Verified User

Manager in Product Management (Semiconductors company, 201-500 employees)

Vetted Review

1 year of experience

Spiceworks, can't miss!

Rating: 10 out of 10

Incentivized

December 11, 2019

Use Cases and Deployment Scope

We use Spiceworks in a variety of ways.
It addresses our need to maintain software and hardware inventories, as well as deal with any of our help desk ticketing. We have, in the past used it in order to ensure that products and services are currently online. The other thing that it addresses is our ability to put any questions out to their community and have valuable feedback provided by community members.

Pros

Strong Community Support.
Easy integration.

Cons

Less unrelated advertising.
More articles.

Likelihood to Recommend

Spiceworks will help you remain relevant and help get you up to speed in the ever changing technical landscape. It is well suited to anyone within the IT community, whether you are a beginner or an old dog. The topping on the cake has to be the Spiceworld Event held annually.

Jamie Abraham

IT Support Technician in Information Technology at Three H Furniture (Furniture, 51-200 employees)

Vetted Review

8 years of experience

View profile

Spiceworks: Need to know, Need to go

Rating: 10 out of 10

Incentivized

December 5, 2019

Use Cases and Deployment Scope

I use Spiceworks to help get answers on questions that I cannot seem to find answers for elsewhere. Spiceheads get together and help each other out and it is a wonderful thing. There is so much knowledge between the users that it is priceless. I use it here in the IT department.

Pros

Helps answer questions you may have a hard time finding.
Helps with training and education.
Has software that you can use to help in IT.

Cons

I can't think of any.

Likelihood to Recommend

If you work in the IT department or even if you work with technology yourself, Spiceworks will help you. You can post a question and usually get some answers from other users. If you want to work on something mechanical like a car, this might not be the place for you. I go to YouTube, but we aren't talking about that.

Verified User

Administrator in Information Technology (Plastics company, 201-500 employees)

Vetted Review

5 years of experience

The best software that I didn't have to open a helpdesk ticket to get to work

Rating: 8 out of 10

Incentivized

October 22, 2019

Use Cases and Deployment Scope

WE have been using Spiceworks in our environment for about a decade to inventory hardware and software. We also rely heavily on the Helpdesk for internal users to open tickets for help with IT needs. This has been a great software to use in this way for multiple reasons. It has been great with getting more people in the IT department to be able to assign tickets and leave notes and other things that email just doesn't do.

Pros

I love the help desk portion of the software, it works to streamline our department to not step on each other's toes and we know what is being done at all times.
Hardware inventory is really nice, it scans regularly and updates what we have in the environment. Keeping us aware of changes.
The software inventory is great as it scans regularly and updates us on what changes and what has been updated and installed.
The community is great. If I need help, I ask a question and usually get an actionable response quickly.

Cons

Upgrades could go smoother. I have bombed out the install at least twice in the 10+ years I have been using it.
The customization of the helpdesk backend is great but sometimes it leaves you unsure of what to do and how to script things.
Extracting data from the DB that it keeps for feedback to management on performance is limited.

Likelihood to Recommend

Small companies that want a cheap and easy to use Helpdesk and software/hardware monitoring service for their company. I would think if the company was larger it would have issues with the management of the software and could become overloaded on the software and people side. I used this software when it was just me and 100 users, and it was hard to get people to use. Now, I have almost 300 people and 2 admins using the software, and it helps us keep up with demands.

Verified User

Manager in Information Technology (Defense & Space company, 201-500 employees)

Vetted Review

10 years of experience

Add a lot of Zing to your network with Spiceworks Inventory

Rating: 10 out of 10

Incentivized

December 11, 2018

Use Cases and Deployment Scope

We use Spiceworks Inventory to discover and inventory all of our network-connected devices. Spiceworks Inventory is a free software package that works either as an agent or with saved credentials (iLO, Windows, Linux, Mac, Printers, WAP, router, switch, etc.) to collect device information on your network. For us, and for anyone who wants to get a handle on what's really connected on your network, Inventory helps us track and manage systems--mostly end-user systems. Inventory performs a sweep of your devices and displays a lot of data such as make, model, warranty info, RAM, CPU, disk space, hardware components, applications, and version information for all listed components. It helps us track systems by model, by age, and the software inventory is very valuable because we also get notifications if an application has a security vulnerability. Spiceworks Inventory is an essential part of our IT toolbox.

Pros

It accurately and quickly gathers device information.
It consumes very few resources (network bandwidth, CPU, memory, etc.).
It can be run and maintained on a virtual machine.
It requires no special extra software and requires no special hardware.

Cons

I wish it were easier to remove and wipe data. Doing it one system at a time is tedious.
I also wish there were a way to better discover new devices, regardless of available credentials--as soon as someone connects to the network, we would get a notification.
I would like to see Inventory integrate with AD.

Likelihood to Recommend

Spiceworks Inventory is very well suited to smaller networks (500 devices or fewer) and is not well-suited to giant or complex networks. If you limit inventory to a single subnet on a large network, you should have no problems. Deploy one VM per subnet if you have a lot of devices. I think it performs best in the 300-ish device range.

Kenneth Hess

Senior Systems Analyst in Information Technology at CymSTAR, LLC (Defense & Space, 201-500 employees)

Vetted Review

6 years of experience

View profile

Spiceworks: The Basics & More

Rating: 10 out of 10

Incentivized

September 16, 2016

Use Cases and Deployment Scope

We use Spiceworks across our organization. We primarily use it as a help desk and ticketing system. We also use some of the other inventory and reporting features and have considered using other third party applications with Spiceworks. It has provided users with a single point to report IT issues and provided us in IT with a great way to track ticket issues and our time spent in different areas.

Pros

Help Desk
Reporting
Inventory
Vendors

Cons

Ticket templates for when users submit different types of tickets or a different template with different questions/fields could be used.
Recurring tickets on a schedule for maintenance type items.
Ticket workfows (not just checklists) for things like employee onboarding and exiting where different tasks & steps are preassigned to different techs with parallel & consecutive processing flow options.

Likelihood to Recommend

Help Desk is great!
Inventory is pretty good.
Monitoring is a bit weak.
Vendor/Purchasing is weak, but great vision.

Richard Bird

IT Software Administrator in Information Technology at Rowmark, LLC (Plastics, 201-500 employees)

Vetted Review

8 years of experience

View profile

Spiceworks - A Simple Review

Rating: 9 out of 10

Incentivized

June 9, 2014

Use Cases and Deployment Scope

Spiceworks is currently being used by our entire organization. We are using it for hardware and software inventory purposes, as well as using it for logging of our trouble tickets through the Help Desk. Our IT department also uses it to log the IT related purchases we are making, and who the purchases were made for.

Pros

Spiceworks does an excellent job of keeping track of our tickets, and provides a great search tool to help you search through your old tickets for existing solutions to problems.
Spiceworks is very customizable in the type of fields that can be filled out for both tickets and purchases

Cons

Provide better way of deleting multiple tickets from the HelpDesk menu

Likelihood to Recommend

It's best if run on its own device, whether that be a server or a desktop (this would depend on the size of the network). This also runs best in an environment that is in a domain, not a workgroup. In a workgroup, it is difficult to provide authentication that will work across all devices.

Jeremy Rochow

Network Administrator in Information Technology at Cascade Die Casting Group, Inc. (Automotive, 201-500 employees)

Vetted Review

2 years of experience

View profile

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Add a lot of Zing to your network with Spiceworks Inventory

Rating: 10 out of 10

Incentivized

December 11, 2018

Use Cases and Deployment Scope

Pros

It accurately and quickly gathers device information.
It consumes very few resources (network bandwidth, CPU, memory, etc.).
It can be run and maintained on a virtual machine.
It requires no special extra software and requires no special hardware.

Cons

I wish it were easier to remove and wipe data. Doing it one system at a time is tedious.
I also wish there were a way to better discover new devices, regardless of available credentials--as soon as someone connects to the network, we would get a notification.
I would like to see Inventory integrate with AD.

Likelihood to Recommend

Kenneth Hess

Senior Systems Analyst in Information Technology at CymSTAR, LLC (Defense & Space, 201-500 employees)

Vetted Review

6 years of experience

View profile