Spiceworks Help Desk

(235)
4.3 out of 5 stars

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place…for FREE!

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Spiceworks review by <span>John S.</span>
John S.
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Easy to use Help Desk system

What do you like best?

The Spiceworks Help Desk is very user friendly and can be customized to meet a variety of specific requirements. The Spiceworks support team is very helpful in the event that issues arise. The Spiceworks Community is also very useful for sharing knowledge with other IT professionals. The Help Desk is available for either an in-house or cloud-based installation. Both work equally well.

What do you dislike?

The Spiceworks Help Desk has a feature that can scan your network and create an inventory of all devices. Although this is a nice feature, the inventory is usually not very accurate and at times is inconsistent. This usually requires an admin to clean up the inventory list, which can be cumbersome when a large number of devices are added.

Recommendations to others considering the product

Setup integration with Active Directory and customize the Help Desk user portal. Give the users an option to submit tickets by sending an email to a particular address. This will save the users time by not requiring them to access the portal each time. You can also install the Spiceworks mobile app and manage tickets from your mobile device.

What business problems are you solving with the product? What benefits have you realized?

We were able to create an IT change management system for our systems. Whenever a change is required, an admin would create a change ticket, and then assign the ticket to the IT Manager for his review and approval. We are able to create reports of all changes made to IT systems. We are also able to keep track of all IT issues and requests from the users.

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Spiceworks review by <span>Seth B.</span>
Seth B.
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Spiceworks Review

What do you like best?

It's free. we like the ability to create tickets within Spiceworks, email, user portal (even though we currently do not use the portal). The community where you can go and ask questions. then there's the addins to customize HD to your needs.

What do you dislike?

It's free. email is the only support, but they are good at responding within a day, but sometimes that is not good enough. Recently we had to delete old tickets to speed up performance because it was crashing and we couldn't have that two days before classes started back up. Multiple departments cannot use it with a separate database. they will share everything.

Recommendations to others considering the product

If you are just getting started with a ticketing system or don't currently have the budget to buy one, then look at Spiceworks.

What business problems are you solving with the product? What benefits have you realized?

Before spiceworks, we were using a ticketing system that integrated with Outlook, and as needs grew, that needed to be replaced with a full blown HD ticketing system. We are now able to track not only open tickets, but closed, and can combine tickets if multiple people are working on a similar issue.

What Service Desk solution do you use?

Thanks for letting us know!
Spiceworks review by <span>Michael T.</span>
Michael T.
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I have used Spiceworks on and off for many years and it has never let me down.

What do you like best?

The price is the first thing that most people would agree is excellent. For the VERY low price of FREE, you get a full service help desk software system, and network monitor rolled into one. Since Spiceworks is free, that probably means that it isn't very good, right? Dead wrong, this software is as good or better than many paid softwares that I have used including Vivantio and ServiceNow. The reports that it is capable of producing are second to none. If you are looking to implement a low cost Help Desk solution that also works, then look no further, Spiceworks is the software that you need.

What do you dislike?

The only drawback at all that I can name about Spiceworks is the length of time that it takes to complete a scan. I have see a scan with 4-500 devices on a network take >3 days. This is of course including multiple vlans, but still that is a very long time to wait on a scan to finish.

Recommendations to others considering the product

If you want a Help Desk software that works, is easy to maintain, and costs zero, Spiceworks is for you.

What business problems are you solving with the product? What benefits have you realized?

Spiceworks gives you a free, easy to use help desk solution that includes a ticketing system, inventory system, and a network monitor. Every tool included works well, it perfectly integrates with ManageEngine, and the support it Tier 1. I highly recommend this software.

Spiceworks review by <span>Jeff M.</span>
Jeff M.
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Works and great for the price and even Brain Dead users need no training. Using for at least 8 years

What do you like best?

Very simple to use and setup. Best quality is that even brain dead end-users can adapt and onboard without issues.

What do you dislike?

Lack of a class or ability to hire an expert to help us configure it to utilize all the many many features we do not use. Easy to settle into complacency as it does it's main job without much effort or maintenance.

Recommendations to others considering the product

Can not hurt to try and certainly worthy. The price cannot be beat. Full disclosure we do pay the small amount so there is no ad-ware. I think it's like $150 annually.

What business problems are you solving with the product? What benefits have you realized?

Help desk logging and dispatch tool. Works for many other things, but we barely take advantage of those things. We should take more time as it could replace several tools we pay for as well as tools that do not do as good a job or processes we do manually. When it is down (almost NEVER) we are in a world of hurt.

Spiceworks review by <span>Justin B.</span>
Justin B.
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Spiceworks makes submitting tickets easy

What do you like best?

You get your own helpdesk portal so it makes it easy for clients or coworkers to submit a ticket. You get a very professional email address, Along with getting to participate in a large community of professionals. Not to mention the spiceworks tools that are available.

What do you dislike?

The network scanning tool is very very slow. I think the overall GUI could use a slight uplift.

Recommendations to others considering the product

It really is very easy to setup and use. And has been very stable. The interface is clean but could use a slight update. The response time is great. ALmost zero lag between time of ticket submitted and it being received. You can even automatically link a ticket to a user if you wanted. .

What business problems are you solving with the product? What benefits have you realized?

It gives a professional platform for clients to contact me. Being able to distribute the spiceworks email and direct them to the custom portal. Helps to keep everything organized.

Spiceworks review by <span>Brent Q.</span>
Brent Q.
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Used to be freemium and then went all vendor sponsored. Just an FYI if you want to deploy internal

What do you like best?

Great tool for capturing systems, applications, and identifying issues in advance. The helpdesk is the natural extension of this since it allows an admin to see details about a users PC without asking them "what do you install recently" since SpiceWorks will have captured it. No room to claim nothing but have done something.

What do you dislike?

The amount of vendor content can be too much. It is why it is free so it is always a fine line between too much and how much value you receive.

Recommendations to others considering the product

Help Desk is one of many different offerings so make sure you get what you need and be aware whitelabel option is not possible (as far as I can tell) anymore or really the focus.

What business problems are you solving with the product? What benefits have you realized?

Proactive alerts about issues and problems, easy documentation of changes that occur, and access to details that you would not have about a system and what has changed.

Kate avatar
Kate from G2 Crowd

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