Spiceworks Cloud Help Desk Professional, Scientific, and Technical Services 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

11 Reviews

Professional, Scientific, and Technical Services

Great ticketing system

Rating: 8 out of 10

Incentivized

April 26, 2021

Use Cases and Deployment Scope

We use [Spiceworks Help Desk] to manage technical support tickets for all clients, some of them use our product on tablets, phone, and laptops so [are] important that it runs on almost any device, is web-based and responsive and that allow us to respond to issues effectively and fast, assuring customer satisfaction.

Pros

Responsive runs on almost any device.
Light and easy user interface for both users, administrators, and developers.
Easy to set up on your own cloud or using their servers.

Cons

The fonts and colors could be more light.
The UI could be more minimalistic.
The setup wizard could be better.

Likelihood to Recommend

For technical issues, when you have an external customer works awesomely, as well for internal IT ticketing, for development tickets that need more details, there are better tools like JIRA Ticketing to manage them since more information is required in order to fix bugs or add new features our customers expect.

Héctor Aguilar

Ruby on Rails Developer in Information Technology at Chunch.es (Information Technology & Services, 1-10 employees)

Vetted Review

2 years of experience

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Spiceworks is highly recommended. Did I mention it was free?

Rating: 10 out of 10

Incentivized

April 26, 2021

Use Cases and Deployment Scope

End users send in [a] support request to an email address, which is then forwarded to the Spiceworks Help Desk and creates a ticket in the system. Our software support team all receives a notification that a ticket is created and we are able to assign the ticket to ourselves, If a ticket is left unassigned after a chosen time period, we have created a notification so that the manager can go and assign the ticket to the appropriate staff.

Pros

It helps to multitask, even on the go with the mobile App.
We can customize to meet your needs with automated responses, notifications, and templates.
Detailed reports allow managers to keep track [of] and analyze data.
Allows for a database to store notes helpful for future tickets.

Cons

Email templates to clients can be a little hard to manage.
[The] free version has quite a few [advertisements].

Likelihood to Recommend

Spiceworks is perfect for an environment that is looking for a low-cost custom-made solution to handle your IT Support requests. It may not work well for an MSP that manages multiple companies and wants to keep them separated.

Justin Reslan

Software Support Specialist in Information Technology at Kerkering, Barberio & Co. (Accounting, 51-200 employees)

Vetted Review

5 years of experience

Spiceworks Help Desk- A Great Deal Even if They Charged for It!

Rating: 7 out of 10

Incentivized

April 26, 2021

Use Cases and Deployment Scope

We recommend Spiceworks Help Desk for smaller clients that are managing their IT issues in-house. Not incredibly intuitive in its business process and flow, it nonetheless is an excellent way for an SMB to start tracking [its] equipment and issues. The reports allow an organization to see what users or systems are creating the most issues and allow you to zero in on how they are trending.

Pros

Easy to deploy either cloud or on-premise.
Access from any device via [a] web browser interface.
Integrates with active directory.
Reasonably customizable (even the cloud version) for specific use cases.

Cons

Integration with Spiceworks Community and Partners not always desirable, but there anyway.
Does not support ITIL guidelines.
3rd-Party product integration lacks some ability to fine-tune data flow.

Likelihood to Recommend

We find it most helpful in a single-entity small-business/for-impact organization environment. We have not found it particularly effective when used with organizations supporting larger or on-contract IT teams. Our only exception to this is when budgetary requirements of other commercial products are outside of an organization's budget, and then the totally free aspect of Spiceworks can be particularly helpful.

David Yates

President in Corporate at Geeks-r-Us, Inc. (Computer & Network Security, 1-10 employees)

Vetted Review

5 years of experience

View profile

The good way to assess your enviroment

Rating: 8 out of 10

Incentivized

December 10, 2019

Use Cases and Deployment Scope

Spiceworks has been used to assess our domain network of the whole organization. With its free license up to 100 devices has been useful to:
- Understand vulnerability on our network devices
- Patch level of Windows OS

Pros

Simple web interface.
0-day checks.
A lot of "premade script."

Cons

Better management of scan exclusions.
Implement a more modern interface.

Likelihood to Recommend

It's very useful in:
- asset management like licenses, computers, monitors,...
- OS patch level and 0-day checks
- small to big business

Cesare Arienti

IT Manager in Professional Services at MORGAN TECNICA (Information Technology and Services, 11-50 employees)

Vetted Review

1 year of experience

View profile

Most effective and powerful ticketing platform

Rating: 9 out of 10

Incentivized

July 15, 2019

Use Cases and Deployment Scope

I would say Spiceworks is very easy to set up. It is no doubt simple but most functional tool. It's clean, clear and polished interface is highly appreciable. It consists of incredibly amazing monitoring features. It is indeed incomparable free IT software with plenty of benefits. It works more than our expectations. It comprises of a variety of customization options with wonderful performance.

Pros

It is super duper easy to use.
It is extremely easy to implement.
Best ways for handling tickets.

Cons

It's could version needs some improvement.
The email notifications do not have that much unwanted stuff.

Likelihood to Recommend

Spiceworks can be used with even low budget. It is well suited to our business and fulfills all the requirements of our company. It is 100% recommended to other customers.

Martha Batruny

IT Manager in Information Technology at Perficient (Information Technology and Services, 1001-5000 employees)

Vetted Review

2 years of experience

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Spiceworks works best for smaller MSPs.

Rating: 6 out of 10

Incentivized

December 11, 2018

Use Cases and Deployment Scope

Spiceworks was used as a help desk system, inventory management, as well as a knowledge base center. It helped us manage customer tickets as well as assign workflow for each tech. Techs were assigned a ticket, they commented on each ticket, and they provided documentation for that particular issue. We were able to discuss tech issues with other people using Spiceworks which helped us solve issues faster.

Pros

Creating a ticket and assigning a tech in Outlook was simple to use.
Ticket management for each tech was easy to use.
Inventory management was well paid out and easy to access.

Cons

Upgrade the ticket search feature so it doesn't feel like tickets are so clustered together when doing a search.
Improve upon features for the tech. Maybe an antivirus or online status of computers on the main page.
A feature to record time would help improve tickets being worked on.

Likelihood to Recommend

If you have under 50 clients in an MSP then Spiceworks works perfectly. This is also true if you don't have a lot of employees in your MSP. The cost is also sufficient for smaller organizations. It would be less appropriate it you had to do billing management separately. I feel like other MSP services provide bulkier packages to better fit those needs.

Leonard Johnson

Technical Support in Information Technology at Frankel Zacharia LLC (Accounting, 51-200 employees)

Vetted Review

3 years of experience

View profile

Spicework the hot chilli to help give you a kick.

Rating: 9 out of 10

Incentivized

February 15, 2018

Use Cases and Deployment Scope

I use Spiceworks to perform an inventory of my network and devices. I also monitor security and track issues and apply patches within the different apps it uses. it lets me control IP addresses check on tickets that clients generate using the client portal. The appearance can be changed to show what tools are being used to monitor issues.

Overall a good application to use.

Pros

Monitor devices. it collect all devices using ip address.
Monitor application licenses.
It shows everything at a glance.

Cons

Have a larger knowledge base
Have a better list of security applications on the market.

Likelihood to Recommend

The desktop version is good for small business and also using the online version means you can work from anywhere, Tickets from clients mean you can respond quicker than some other apps. The Spiceworks community has knowledgable members who are always willing to share experiences and tricks and tips for your business.

Iain Young

senior consultant in Corporate at Northwest Cybersecurity (Computer & Network Security, 1-10 employees)

Vetted Review

3 years of experience

View profile

Spiceworks Review

Rating: 10 out of 10

Incentivized

September 21, 2016

Use Cases and Deployment Scope

Our team solves tickets everyday using Spiceworks. Love the fact that users can log in and check on the status of their ticket. The email notifications for incoming tickets is also very good. It greatly increases our company's performance without costing anything. This is easily the best ticketing system available on the market.

Pros

Very easy to use
Great UI
The inventory management tool is the best i've seen, works flawlessly.

Cons

The only thing I dislike is that spiceworks only supports Windows Servers. I hope in the future they start supporting Mac OSX

Likelihood to Recommend

If you don't want to spend money on a ticketing system, Spiceworks is the way to go. I would go as far as saying it beats lots of paid solutions. Very well suited for all IT related business needs. I don't see any flaws or drawbacks in this ticketing system. A must have for any business.

Verified User

Technician in Information Technology (Information Technology and Services company, 501-1000 employees)

Vetted Review

6 years of experience

Spiceworks - IT Everything at a glance.

Rating: 10 out of 10

Incentivized

June 17, 2014

Use Cases and Deployment Scope

Our company uses Spiceworks to manage computers and in a help desk function. Spiceworks is currently being maintained and used by our technicians. Additionally, we use it to allow users to submit computer and technology issues. Their alert system is awesome and their ticketing system addresses our need for for issue tracking and management.

Pros

Spiceworks has an excellent built in monitoring and operations dashboard that is being updated often to add more features.
Spicework's help desk panel is awesome. Many features are just a click away when you need them.
Spicework's ticketing system is the best free system we've ever used.

Cons

There could be more scanning features for network traffic.
Spiceworks has an awesome community. I'd love to see news articles and forum conversations related to my equipment.
Spiceworks could use more options for the help desk GUI.

Likelihood to Recommend

Install this on a non-production first to make sure you're happy with the functionality. We haven't had any issues with the installation but it's better safe than sorry when it comes to important servers. Furthermore, schedule the scans associated with Spiceworks for after-hours. They are not too terribly resource intensive but they can be a little burdensome on the network.

Tim Catania

Network Engineer in Information Technology at InMed Group (Information Technology and Services, 201-500 employees)

Vetted Review

1 year of experience

Why Spiceworks works: Your personal help desk minion

Rating: 9 out of 10

Incentivized

June 17, 2014

Use Cases and Deployment Scope

Spiceworks is currently being used company-wide in many ways. For us, it's our means of inventory and monitoring. For our users, we use the help-desk ticketing system to track problems and respond in a timely fashion. It allows us to document and keep a history of issues, which is invaluable in IT.

Pros

Free, aka not a penny!
Easy to update and maintain
Customizable reports
Email notifications

Cons

Deletion of tickets could be easier
Customizing GUI
Ability to manually add inventory items

Likelihood to Recommend

Seeing as this is free software, little goes into the thought of whether or not it's worth the money. As long as you load it on a decent server and keep it maintained, Spiceworks does the rest for you. If you have no other system in place, this is a great solution for help desk and inventory. It also has many plugins available and great community support.

Duke Pustay

Network Engineer in Corporate at InMed Group (Information Technology and Services, 51-200 employees)

Vetted Review

1 year of experience

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