Spiceworks Help Desk

4.3
(254)

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!

Work for Spiceworks Help Desk?

Learning about Spiceworks?

We can help you find the solution that fits you best.

Find the Right Product

Spiceworks Help Desk Reviews

Chat with a G2 Advisor
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 254 Spiceworks reviews
LinkedIn Connections
Spiceworks review by Terica B.
Terica B.
Validated Reviewer
Verified Current User
Review Source
Sign in to G2 Crowd to see what your connections have to say about Spiceworks Help Desk
Spiceworks review by John S.
John S.
Validated Reviewer
Verified Current User
Review Source

"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.

What Service Desk solution do you use?

Thanks for letting us know!
Spiceworks review by Tim V.
Tim V.
Validated Reviewer
Verified Current User
Review Source

"You get a little more than what you paid for."

What do you like best?

Ease of setup and migration to Spiceworks. Cost, of course. Add-ons help extend some functionality. Highly suggest the following Add-Ons; Helpdesk Powerpack, Helpdesk Queue, Helpdesk Responses, and Subcategories for 7.3+. Uses SQLite, so custom reports are able to be designed with references to multiple tables.

What do you dislike?

Built-in portal is difficult to customize without a developer to assist. SLAs and Priorities are very simple without an add-on or a developer. Dashboard isn't as customizable as it would lead you to believe. Only three out-of-the-box statuses; Open, Waiting, Closed. The answer to extend that is to ignore the built-in status field and create a custom attribute which breaks inherent functionality.

Recommendations to others considering the product

Great, simple Ticket Tracking for small business with limited infrastructure. Larger businesses with larger infrastructure but smaller IT teams will find it limiting and should consider spending some money on more feature rich products.

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

A fresh interface with some expanded capability over our previous software (OpenSource BugTracker). We were hoping to stand up a customer-facing portal but we were not able to customize it to our liking so that was shelved.

Spiceworks review by Michael T.
Michael T.
Validated Reviewer
Verified Current User
Review Source

"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 Seth B.
Seth B.
Validated Reviewer
Verified Current User
Review Source

"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.

Spiceworks review by Jeff M.
Jeff M.
Validated Reviewer
Verified Current User
Review Source

"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 Justin B.
Justin B.
Validated Reviewer
Verified Current User
Review Source

"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 Brent Q.
Brent Q.
Validated Reviewer
Verified Current User
Review Source

"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.

Spiceworks review by Michael M.
Michael M.
Validated Reviewer
Verified Current User
Review Source

"Superb help desk software"

What do you like best?

The ease of use and the broad range of functionality in the mobile app compared to the web app really make creating and updating tickets on-the-go a breeze. Most of our support for clients is remote but occasionally a tech must be dispatched onsite and being able to update or close a ticket in real time makes our job much easier.

What do you dislike?

Occasionally, the mobile app behaves in unexpected ways or won't let me launch it at all. That problem hasn't occurred in the last several iterations of the software but about a year ago, whatever version I was using (on a Samsung Galaxy S5) made accessing the help desk a nightmare. Thankfully that's been resolved!

Recommendations to others considering the product

Absolutely give it a try unless you're already using a different solution. Changing horses midstream is difficult enough for other solutions, you don't need users struggling to adapt to a new ticket filing system as well. That invites the inevitable creation of in-house tickets about creating tickets and no one wants to wade through that bog.

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

A help desk solution is as useful as the problems you try to solve with it. We create tickets for pretty much everything relating to service for a client and have it set up so that tickets are auto-generated for us whenever we receive messages in our support inbox.

Spiceworks review by Jim M.
Jim M.
Validated Reviewer
Verified Current User
Review Source

"Free Helpdesk software that works great!"

What do you like best?

The Spiceworks Helpdesk makes keeping up with my staff and Agent technology needs incredibly simple and handles so much of the communication for me. A request is sent to an email address I created on our domain and a ticket is created and the end user as well as several staff members are notified. Also, It is free!

What do you dislike?

There is really nothing that I do not like about this product. Support is good for a free product.

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

As the sole IT support person for a company of 40 employees and 140+ Real Estate agents, Spiceworks Helpdesk allows me to stay on top of work orders that need to be completed better than a simple calendar app.

Spiceworks review by Terrance J. R.
Terrance J. R.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks Help Desk helps me easily track all my support efforts for my users."

What do you like best?

What I like best about Spiceworks Help Desk is that it simply works. It is easy to set up and use. The Help Desk comes with automated reminders and canned responses. The Spiceworks community is an awesome resource for product reviews and knowledge. Also it is free, and that always hits the budget in just the right way.

What do you dislike?

I honestly haven't found anything that I do not like about Spiceworks Help Desk yet. It has one job and it does it well.

Recommendations to others considering the product

Spiceworks has great resources for users of all different experience levels. There are webinars and reviews, a vast knowledge base and multiple free softwares and tools to use

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

The business problems that we solved with Spiceworks Help Desk are creating a centralized and easy to use portal for new trouble tickets and being able to track trends of user behavior and repeat issues of hardware and software that prompt further investigation.

Spiceworks review by David M.
David M.
Validated Reviewer
Verified Current User
Review Source

"Simple helpdesk tool with no cost"

What do you like best?

It serves the purpose needed without extra bulk. I don't need to have anything onsite, and have access to it on my mobile device(s). Users can easily submit a ticket via email, and it makes some of those "oh by the way" items much easier.

Also easy to script to - you can have a device generate an email that goes to the helpdesk if there is a concern.

What do you dislike?

It's really difficult to say there is something to "dislike". It's a free helpdesk tool that's cloud based. It is ONLY a ticketing system, but that's what it's designed for. The only drawbacks would be possibly integration with other tools etc - but for a free helpdesk tool, you aren't going to do better without paying something.

Recommendations to others considering the product

Definitely start here if you're looking for helpdesk software. I think that from here, if there are business objectives that you need to accomplish that it's not able to do, you can move forward. But its likely for a simple helpdesk solution that this'll take care of your needs.

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

Sometimes there are projects that pop up, or other departments want something. They can send an email, but it's a LOT easier for us to keep track of it in the helpdesk tool, so we have a list of what needs done, but also can update them as work is done.

Spiceworks review by Tony W.
Tony W.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks rocks!"

What do you like best?

Helpdesk mobile app works great and allows us to keep from being chained to our desks.

What do you dislike?

Sometimes the users don't get a submitted ticket properly into the system. It's rare, but has happened and we haven't been able to figure this out. But, considering we have nearly 7,000 tickets in the system and just a handful of times users have had issues, it's not something huge.

Recommendations to others considering the product

The helpdesk software is fairly basic, however it meets all of our needs and has been in place for almost 10 years now. We couldn't manage the numerous requests each day without it. The Community within SW is excellent. We reach out to them numerous times each month with hard to solve issues. It makes the helpdesk even better as we have literally millions of I.T. staff out there who watch the forums and post solutions.

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

Quick reaction time to any I.T. issue that arises. We use this as our helpdesk ticketing system and repository for thousands of helpdesk tickets over the years that build us a system for solving tasks.

Spiceworks review by Justin L.
Justin L.
Validated Reviewer
Verified Current User
Review Source

"Great multi use tool with excellent customization options"

What do you like best?

The plug-ins make it easy to manage and filter tickets automatically, as long as your users cooperate and apply the correct tags to their email.

What do you dislike?

Creating a shared help desk between sites turned out to be a bit of a pain as you can't link 2 servers together, so we ended up having to make the main server available over the internet and also setting up a local server strictly for device inventory needs.

The lowest default completion time of 15 minutes is too high for many issues but I'm unable to enter anything lower. Will have to see if this can be changed.

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

Tracking of user issues has been much improved since our helpdesk system went live. We can now ensure no issues fall to the side and can also track the time these issues take to complete.

Spiceworks review by Ginger A.
Ginger A.
Validated Reviewer
Verified Current User
Review Source

"Great Help Desk Platform"

What do you like best?

I like the ease of use and basic functionality. It is dependable and provides a fast and easy platform for our IT staff to manage office IT support requests.

What do you dislike?

I wish it had better sorting of submitted tickets, improved search capabilities, and the easier reporting functionality. .

Recommendations to others considering the product

I think it is a great tool. It really provides our staff and easy and effective tool to submit support tickets for our IT staff. It also allows our IT staff to stay on top of user issues, and identify any treads in issues.

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

We use Spiceworks for our support ticket submission for our three offices. As for benefits, it has improved our IT response rate and time for support ticket needs. It also helps us better support our international offices who do not have IT staff on site.

Spiceworks review by Corey D.
Corey D.
Validated Reviewer
Verified Current User
Review Source

"Great for internal helpdesk or smaller break/fix shops."

What do you like best?

The price! Spiceworks is free, and has a great feature set for a free application!

The core aspect of Spiceworks or us is the helpdesk software, the classic or new ticket views both do great work, we've stuck with the classic views because it's what our customizations work best with and what our team is most familiar with still.

What do you dislike?

There's some serious limitations when it comes to growth. Approaching 20,000 tickets and the software is showing it's downsides now, it's a bit slow to search for users/tickets.

We're definitely at the stage where we are outgrowing Spiceworks now, and will be moving platforms sometime soon, but Spiceworks has been instrumental in allowing us to grow from where we WERE to where we ARE. The fact that the service is reliable, and free, has been great along the way, but now there's not much we can do to optimize and continue to move forward, but it's served us well for 6+ years now.

Recommendations to others considering the product

Definately give it a solid look and install, it's free, so you have nothing to lose!

Install on a test environment or a VM and run wild with some testing, setup portals, test features, network maps, etc. If it looks like it's going to be beneficial go ahead and roll it out and then add your real data to it.

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

We solved the fact that time entries were logged separately from issue resolutions, and Spiceworks lets us unify that in one place.

Spiceworks review by Craig T.
Craig T.
Validated Reviewer
Verified Current User
Review Source

"Nice tool and free"

What do you like best?

The tool is very easy to setup and use and comes at no cost to the company. It has all the basic things you need in a helpdesk tracking software.

What do you dislike?

There are no a lot of features as you would expect with a free tool. We aren't able to build automatic tasks and incidents based on condition sets like you can in other software.

Recommendations to others considering the product

If you need a good way to track tickets and don't have the budget for a full helpdesk suite, Spiceworks is an excellent tool. Ir doesn't have all of the bells and whistles of the bigger solutions but it will allow you manage your helpdesk tickets with little hassle. It does have a device discovery tool and has some decent reporting options as well.

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

We use it as an internal helpdesk system. It has been a good way to track tickets and gives us the basic information as to many tickets tickets we are closing per week.

Spiceworks review by Brandi L.
Brandi L.
Validated Reviewer
Review Source

"Simple to Use, but Not A Lot of Frills"

What do you like best?

Ease of Use is the ultimate selling point. We have a some employees with limited IT knowledge, so this helps cater to them as well as those who are accustomed to dealing with more complex software. It's also user friendly on the administrative end.

What do you dislike?

The email process for updates could be better. It tends to send out too many emails as updates are made, however, this does help maintain good communication with staff as updates are made. I would prefer if it the administrator could choose to bypass email updates for minor issues that only need notification once the issue is resolved.

Recommendations to others considering the product

I recommend this system for companies who have a team of employees that does not exceed 250 people.

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

We have two large campuses, so this software allows us to have an efficient way to communicate our IT issues in such a way to solve problems and keep a track of their progress as issues are being handled.

Spiceworks review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Good for a free tool, searching is a pain. "

What do you like best?

I like that Spiceworks is free and that you are able to customize the fields. The setup is pretty painless, setup a server and install, upgrades are the same way. You can use keyboard shortcuts to create tickets, which can make the task of entering tickets pretty fast. They also provide views that allow you to switch between open tickets and my closed tickets, I use that feature a lot.

What do you dislike?

Searching for a past ticket is near impossible. We haven't found a way to search that doesn't bring up either no results or way too many. We've also experienced where Spiceworks stops working, but we don't realize it and it ends up being a major issue.

Recommendations to others considering the product

This is a great tool if you need a simple help desk and don't want to spend the money. There are ads, but you get used to them. Upgrading the software is easy.

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

Spiceworks allows us to track tickets for our users. Yearly we run reports to see how many tickets our help desk technicians receive, this allows us to justify the number of IT members.

Spiceworks review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Spiceworks is compatible for our students and staff to navigate through."

What do you like best?

Being able to choose from several different labels for creating tickets to make it specific and easy for staff/students to read. Searching for tickets by ticket # makes it easy. Being able to search in search bar for the ticket number makes it easy to find the tickets, especially if they're from a date from a while back.

What do you dislike?

Getting emails regarding new, updated, and closed tickets. Other than that, it is a good system.

Recommendations to others considering the product

Ask detailed questions before purchasing.

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

Related computer or printer problems to help students and staff provide best care for patients and creating usernames and accounts for new staff. We assign our notes to the appropriate staff member to handle the issue. That staff member will then comment on the ticket to communicate to other staff members if he resolved the issue or needed to recruit another staff member to complete the job.

Spiceworks review by Mark F.
Mark F.
Validated Reviewer
Review Source

"Great free app for service and asset management"

What do you like best?

I've configured Spiceworks for multiple companies. It has everything one needs for service and asset management. On the service management side, customized ticketing templates, business rules, ticket escalation, integrated LogMeIn Rescue component for RDS. On the asset tracking side, a network scanner continually scans for devices to let you know when something's on or off. Spiceworks keeps track of all Meta data for each device and alerts you when something is reaching the end of service or shelf life. Custom alerts let you get alerts for just about anything you want.

What do you dislike?

While Spiceworks is a completely viable Help Desk solution, it's not an out-of-the-box app. There are some limitations to ticket customization, and the knowledgebase is part of the entire Spiceworks online user community.

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

Spiceworks allows you to easily track service requests and assets for your organization. It's cost-effective and provides a good baseline for managing IT assets.

Spiceworks review by User
User
Validated Reviewer
Verified Current User
Review Source

"I'm sure it works great if configured correctly and maintained"

What do you like best?

Users within the company are easily able to open trouble tickets for IT issues. I am able to assign the tickets to and IT staff member to handle the ticket.

What do you dislike?

There is an ongoing issue (mainly with Chrome, but have experienced it in IE) where tickets are not going through when users are submitting them. This has been going on for several months. Users are often having to submit the same ticket multiple times before it finally goes through.

Also, issues with it not saving when adding notes or when someone tries to accept or close a ticket.

Recommendations to others considering the product

If you're going to implement this, make sure you've got someone who will stay on top of maintaining and configuring the tool. The person we have handling ours does a terrible job. It's not really something you can just "set and forget". The server we have it set up on needs to be periodically rebooted (Spiceworks starts acting a bit wonky when it needs to be rebooted), certain fields that should be set as required aren't set as such. These are all things that fall on our person maintaining Spiceworks, not Spiceworks itself.

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

We use this for our IT department. Users are able to open tickets when they are having trouble with systems we support. It helps us to keep track of things we're working on, as well as track where there are issues.

Spiceworks review by Allison T.
Allison T.
Validated Reviewer
Review Source

"Need a helpdesk? Want it to be free and backed by a bunch of people?"

What do you like best?

Did I mention free? Yes, sometimes you get what you don't pay for but not in this case. Spiceworks Help Desk is free and an incredible product. Also with the install of this tool, jump on their network analyzer it complements the desk tool very nicely.

What do you dislike?

When it comes to the user side of submitting tickets I do wish the UI was more watered down. But, even with that, it is still good. Just takes some instruction. If you are not using to port forwarding or any network setup getting it internet and not just intranet can be difficult.

Recommendations to others considering the product

With Freshdesk dropping free use and most other desk tools doing seat limitations. Jumping in on a robust, large community user base that is free. Yes, its not perfect but no desk tool is and they cost. Give Spiceworks Help Desk a try and you will stick around.

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

Needing a Help Desk program that integrates with other network monitoring and inventorying program right off the bat solves many small to middle ground IT needs. As we all know these size IT dept are understaffed or thrown together and they need a combo of these tools at this price...FREE!

Spiceworks review by User in Civil Engineering
User in Civil Engineering
Validated Reviewer
Verified Current User
Review Source

"Brilliant alternative for smaller IT teams"

What do you like best?

Spiceworks is quite similar to a lot of web based help desk suites, but what I like best about it is the community. Spiceworks also has a massive online community of techies all willing to give advice and support, share news and info, or just talk to each other which really keeps the whole thing alive. If your a small support team that’s a big help as maybe someone online will have the answer if your team doesn’t.

What do you dislike?

It does appear cluttered at times and it would be better if you could open multiple tickets in tabs on the site instead of having to right click and open a new tab in the browser.

Recommendations to others considering the product

Couldn’t comment on the use of Spiceworks for big companies, but for smaller companies with smaller IT departments it is a great, free alternative to other solutions.

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

I am new to the business and they only recently started using spiceworks to keep a log of help desk calls, before that it was apparently very chaotic.

Spiceworks review by Jon G.
Jon G.
Validated Reviewer
Verified Current User
Review Source

"Fantastic Help Desk Soultion - Hard to belive its free"

What do you like best?

We have been using Spiceworks for the last 5 years as our Help Desk Ticket software. It has never let us down. We recently switched over to their cloud version (Also Free) and still have 0 issues with the software. This software delivers all the functionality we need out of a Help Desk Solution. Still running strong after over 3000 tickets!

What do you dislike?

The report features of the could version could be enhanced. As of right now, there isn't a whole lot of options there, but that is only a small gripe.

Recommendations to others considering the product

Highly recommend looking into their cloud services.

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

This software has allowed us to stay better organized when we have all type of work requests coming in. We able to more efficiently use our time in each school building. Soon as we walk in a building we can look up all the orders for that location which has reduced the need for return trips in the same day. We also have massive documentation to prove what work has been done in the district, should we ever need to provide that.

Spiceworks review by Ivan O.
Ivan O.
Validated Reviewer
Verified Current User
Review Source

"HelpDesk Software "

What do you like best?

I like that it allows you to keep track of all of your company users request for Help Tickets. I can set a priority and expected time for a task to be completed. It's a better way to have work organized. The dashboard allows you to see your tickets and dates of completion.

What do you dislike?

Nothing much. It provides me and my Help Desk with the basic essentials to get the work done on time.

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

Problems with users computer programs and printer issues. If I can response, someone else can take the ticket and provide that user with the help to solve their problem. By having this service, we can focus on other projects that may need more attention, depending on its level of priority.

Spiceworks review by Jeff B.
Jeff B.
Validated Reviewer
Verified Current User
Review Source

"On premisis spiceworks desktop"

What do you like best?

Free and quick and easy to setup with most options needed for small business. The ability to link separate installations in a federated manner so you can have several running at once that all go to a single instance for complete management of a diverse platform. There is a community around the platform and in general it is a place for great information, problem solving and collaboration. They are constantly adding new features. They have an extensive api and plugin infrastructure in place for extending the platform to other third party products. They have the best search of any helpdesk application I have used.

What do you dislike?

Network scanning that is integrated into the product can be spotty. Sporadic update schedule can make it hard to keep all instances updated. One month there will be no updates and the next month there could be 5. It is ad supported in the free version which can be annoying but it is FREE they do have a yearly paid option for no ads. Ultimately we opted to keep the ads. They have a lot of other products but not all of them are fully integrated yet. They really cater to more small to medium sized business and interests and so are missing some enterprise features.

Recommendations to others considering the product

As with any helpdesk implementation planning before go live is critical. Know your requirements and how you want it to behave. Making major changes after implementation can be difficult. Get involved in the community they are always willing to help and answer questions. Most metro areas have a local user group that meets regularly and is good for networking and info sharing.

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

Federating our helpdesk so that each country and project office has its own installation but they all report back to our central server so we can have oversight in our corporate headquarters for all issues globally.

Spiceworks review by Daniel V.
Daniel V.
Validated Reviewer
Verified Current User
Review Source

"Great and easy helpdesk"

What do you like best?

Simple to setup, easy access for users, can be used from the internet so a user can creat a ticket from home, hotel, etc. Mobile app for apple android for easier access for the support team. Lots of customizing options. Reports are great to figure out what is causing tickets to recur. Knowledge base is great tool for frequently asked questions to simple, user solvable problems

What do you dislike?

No language option ( we would use it in French ) always have a chat pop up for sales and support

Recommendations to others considering the product

Just use it, it's easy to setup and easy for users. It's a must have utility for all buisiness with an in-house IT team

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

Centralized management of all IT problems and tasks.. Easier access to support for end users with mobile notifications. Simple problems solved with the knowledge base and we can also keep track of team activity ( who is productive / closing tickets)

Spiceworks review by Michelle D.
Michelle D.
Validated Reviewer
Verified Current User
Review Source

"Great solution! Meets our needs!"

What do you like best?

Spiceworks has been a great addition to our school district. The price tag is hard to beat! (Free!) We primarily use the Help Desk/ticket portion of Spiceworks.

What do you dislike?

No major dislikes to report. We have not fully utilized the network monitoring, which seems like it could be useful as well.

Recommendations to others considering the product

Take advantage of the free add-ons (apps) for the product. There are some great ones that really make Spiceworks easier to use and help increase efficiency.

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

We have been able to easily track the status of employee and student needs in our district. We can also pull reports with a wide variety of ticket information to present statistics to district administrators, etc.

Spiceworks review by Liani M.
Liani M.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks Helps us"

What do you like best?

We love that anyone is able to send in a ticket and we can keep track of tickets sent, by client, by person, how long it takes, and keep track if any common problems arise.

What do you dislike?

The layout when logging into the system, to reading the actual tickets that come in. If the sender has the email signatures with pictures it clogs up the screen.

Recommendations to others considering the product

If you need a way to tracik support tickets, people asking you questions, or assisting people this is a great tool

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

We use the problems one user may have to teach the rest of the team how to resolve this issue on their own once the spiceworks team has resolved the issue.

Spiceworks review by Terry S.
Terry S.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks helps me manage my day to day"

What do you like best?

I like the ability to see resources from one interface, help desk is great too, I used it at my last gig and it worked great (even the older version) at my current job management has been slow to allow adoption of this

What do you dislike?

There is a good bit of setup/tweaking to get things right, but that is part of any network management, permissions etc, just makes you better in the long run

Recommendations to others considering the product

Give it a try!, it's free and they are good people looking to help support you in your job

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

warranties, resource management, informing me of things creeping on my network, phone calls with the help desk portion (previous job, saved a lot of time) storage alerts, lots to be configured

Spiceworks review by Mike B.
Mike B.
Validated Reviewer
Verified Current User
Review Source

"Good Small to Mid Sized Company Network/Helpdesk Software"

What do you like best?

It does so much, Hardware and Software Inventory, Emails your of changes or problems on your network even lets you know if a printer is low on Toner. Have used it through 2 Microsoft audits. The helpdesk function is VERY helpful for smaller companies to keep track on users computer needs.

What do you dislike?

The Software inventory is a bit overwhelming but once you figure out how to get reports of your software your good.

Recommendations to others considering the product

I does a lot and its FREE. Great for Hardware monitoring and to see what each workstation has in it and who last logged into it. Even gives you recommended upgrades to it based on its model or motherboard type. Shows what all software is installed and you can set up to to notify you if anything gets installed you don't like or is questionably. Can be setup to give daily, weekly, Monthly reports like if a server has reported an issues or how many computer reported a virus. So much it can do!!

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

Hardware inventory and monitoring. Software inventory and see any changes. Once setup it will Email you of any issues or changes, kind of like a digital office assistant.

Spiceworks review by Nuno O.
Nuno O.
Validated Reviewer
Verified Current User
Review Source

"Ease of use and free"

What do you like best?

The spiceworks Help Desk does all the job. its a ease to use, its free and has a big community for help to solve your IT problems in a flash. Free support for the app.Has the ability to create an article for a knowledgebase.Being able to set priorities to tasks and assign due dates are nice features.

What do you dislike?

It is not designed for a large businesses but does the job. Need more reports functionality

Recommendations to others considering the product

Use the app to see how simple it is. Dont buy any app before you try this one.

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

All tickets submitted from the users of my company are deal with spiceworks. Its ease of use and easy to prioritize the tickets to solve the problems.

Spiceworks review by Andrew S.
Andrew S.
Validated Reviewer
Review Source

"Spiceworks Helpdesk is great for small businesses"

What do you like best?

Super easy and fast setup and easy for users to submit help tickets.

What do you dislike?

Customizing the help ticket form can be a little difficult for non-web programmers.

Recommendations to others considering the product

A great simple product you can use for internal trouble ticket management or you can post the help desk ticket submission page to your public website and help outside customers with it as well. It is customizable but you need to know a little bit of coding to make changes to the default ticket. support for the product by the company is pretty thin but they do offer a support forum where other users can help you and its pretty active.

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

Trouble ticket management is solved by spiceworks helpdesk and also going back and finding your solution to previous instance of a repeat problem is much easier now.

Spiceworks review by Steven T.
Steven T.
Validated Reviewer
Review Source

"Great tool at a low cost"

What do you like best?

I like that it's got so many features packed into a free tool. I like how you can create one ticket and then subtickets underneath it to track smaller tasks within a larger issue/project.

What do you dislike?

Couple things about notifications and email could be fixed. Sometimes transferring a ticket to another user will remove the previous assignee from being notified of any future changes which can be tough.

Recommendations to others considering the product

The price cannot be beaten! It does exactly what it's intended for at the low low cost of free. I use it every day to track and manage incoming tickets. I also use previous tickets as a knowledge repository.

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

It is currently the ticketing system we have deployed and have not had any issues. Users can email into an address and it will auto open the ticket, and the help desk can respond and take tickets just by replying to the email.

Spiceworks review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Help Desk Review"

What do you like best?

Spiceworks allows me to track all my user issues and when they are resolved how they were resolved. The ability to create a knowledge base is also very useful because it reduces time spent on phone calls to assist users when they could be directed to the knowledge base to be able to help themselves. It is a good tool to use to track your employee's performance

What do you dislike?

When setting up the knowledge base originally it was not a straight forward process. It was a bit difficult adding new items.

Additionally in the first instances of using the Help desk our support team was not receiving email notifications. We had to be physically logged into Spice works to receive notifications on new tickets.

Recommendations to others considering the product

Ensure you know what you would like to capture before using Spiceworks, conduct the necessary research so that you are not disappointed if it does not meet your requirements.

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

It helps to track the productivity of our IT support team and helps us to track how issues were resolved so in the event we need to reference something, the ability to make comments and upload documents is very useful.

Spiceworks review by David F.
David F.
Validated Reviewer
Review Source

"Free doesn't mean bad"

What do you like best?

I love that Spiceworks is easy to use. It offers loads of customization options for everything from helpdesk to inventory. The community is also great, with tons of experts writing articles about numerous topics. If I had a question or a problem I was struggling with, I could often find information on my problem in the Spiceworks community. Even now, after my company has moved on to a different helpdesk solution, I still find myself referencing the community.

What do you dislike?

If you use an on prem deployment Spiceworks is not the easiest tool to set up and configure. When my company left, the cloud version was fully realized and it wasn't completely free, so on prem was the best way to go. That may not be the case anymore.

Recommendations to others considering the product

If you want a free solution that offers a great deal of customization and provides great support for helpdesk and asset tracking, this is a great solution. It does take some degree of technical skill to set up for the best results, so if you're looking for something to work right out of the box, this may not be the best solution.

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

At my currently employer, we used Spiceworks solely for Helpdesk and it fulfilled that role very well. At my previous employer, we used Spiceworks for a wide range of things. We used it for helpdesk and inventory management. We even used it to host our IT knowledge base and employed the monitoring tools to keep track of our network landscape.

Spiceworks review by ANTOINE F.
ANTOINE F.
Validated Reviewer
Review Source

"Look Ma, No Hands! Solid Ticketing Software for free!"

What do you like best?

We were able to setup a solid help desk ticketing system for free and helped us to be notified of fires quickly to minimize down time and company loses.

What do you dislike?

Although software was very solid for ticketing system, does have a bit of a learning curve for features.

Recommendations to others considering the product

Great software for a great price. We we're a company of less than 100 people and it worked great for us. It kept things running smoothly and also help us to avoid a lot of fires. This was a couple years ago, so probably have great improvements and features now!

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

We were able to remotely help agents without leaving seat, which would allow us to be more efficient and resolve multiple tickets at the same time.

Spiceworks review by Brett D.
Brett D.
Validated Reviewer
Verified Current User
Review Source

"Simple to Use"

What do you like best?

We use this software across all five of our locations. It helps us collaborate and tackle problems more efficiently since we are on different continents and time zones.

What do you dislike?

There really isn't much that we do not like, the only thing we wish it had was more accurate reporting.

Recommendations to others considering the product

Use the free version first, make sure it suits your needs

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

We have over 2000 users that our the IT dept has to support and we use Spiceworks for ticket submission and tracking.

Spiceworks review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Good free platform"

What do you like best?

I like that this platform is free, and has allowed us to compile a ticketing system, inventory, and a user list.

What do you dislike?

The program sometimes is laggy, as it will not let me add items to inventory or people to the list. It will just keep the loading screen up forever. They also phased out their archives

Recommendations to others considering the product

I definitely would use this program if a purchasable program was not an option

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

we use it to minimize inventory mishaps and to track our work. We have needed it greatly, it helps us show the work we do, the inventory we run, and prior issues for look up on how to fix them (if previously ticketed)

Spiceworks review by Ron S.
Ron S.
Validated Reviewer
Review Source

"Great product for little to no investment!"

What do you like best?

All of it! Vast support community with many updates! The asset tracking feature, but the notices make it a slam dunk!

What do you dislike?

Can't think of anything that I dislike at all. It really is doing everything we need out of it. Compared to other help desk software that I've used in the past it works very well. The funny thing is, we paid a lot of money for that other software!

Recommendations to others considering the product

Use it! You have absolutely nothing to lose! At worst, you just don't like it and then just don't use it. I won't cry.

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

It has helped us most with our asset tracking. That used to be a massive headache and take weeks or months. Also the notifications are really great! Like a server's C: drive filling up or a shared drive.

Spiceworks review by Barry C.
Barry C.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks Help Desk"

What do you like best?

Ease of use for end users and ability to log Helpdesks request via email. Spiceworks will scan inbound helpdesk emails for keywords and assign the ticket to the appropriate support rep based on the keyword content which works effectively. Screenshot attachments are also supported vi email which is another great feature.

What do you dislike?

The application is supported by ads however this is no great issue given that the helpdesk software is provided free of charge. It also provides asset management requiring a client install on all PC's on the network. Asset management covers both hardware and software so a great way of keeping track of licensing across the network.

Recommendations to others considering the product

Give it a go. Its free to use and is a great help when running a support function.

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

Ability to respond fast and priorities user support requests.

Spiceworks review by Aaron M.
Aaron M.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks Helpdesk Review"

What do you like best?

Spiceworks has come a long way since even a couple years ago. They now do inventory management and deployment of software pretty well at about 7/10. Also what sets them apart I think are all the user addons that people make for the software which mind you are all free.

What do you dislike?

Their highly touted Network Management tool fails a lot and the agent could use a lot of tweaking. Also it is a memory hog so we flat out don't use it yet.

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

We use it for inventory management and help desk ticketing primarily. The main benefit is that it's extremely fast to setup and start scanning your systems to use.

Spiceworks review by Drew G.
Drew G.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks Help Desk"

What do you like best?

It is a very full featured product and is a freeware model which is great for a non-profit like our church and church school.

What do you dislike?

It would be nice to have a version that is low cost shareware in addition to the freeware model that would get rid of the ads.

Recommendations to others considering the product

Very easy to use and free... what could be better?

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

helpdesk and inventory. The main benefits are that 3 technical people see any problem that comes in and can respond when the other 2 are busy. Also the email string gets seen by all support staff and the user as well as the resolution of the issue.

Spiceworks review by Austin S.
Austin S.
Validated Reviewer
Verified Current User
Review Source

"A great free help-desk for your business"

What do you like best?

The best thing about Spiceworks is the price: absolutely free. The amount of features you get for the price of nothing is quite incredible. We currently use the cloud-hosted version, but there is an on-premise option as well. The UI is very clean and simple. It's very easy to assign your tickets, categorize them, and close them. You can keep end users up to date by adding comments, or just add internal notes for your IT team. There is a user portal that end users can utilize when submitting tickets, or you can simply take advantage of the email-to-ticket system as well (this allows users to send an email to a specific address that will automatically create a ticket). Overall, Spiceworks is an excellent tool, and the fact that it is free makes it even better.

Also, the community behind Spiceworks is huge and very helpful. There are a multitude of free tools they offer, all designed to help your IT department. Spiceworld, their annual conference in Austin, is a very good resource as well, as it puts you face-to-face with many top-tier vendors in the IT industry.

What do you dislike?

I have not ran into many things I dislike about Spiceworks. There have been a few issues regarding my personal account, but these have always been taken care of quickly by Spiceworks support staff. If you are using the on-premise solution, sometimes your local account can get out of sync with your online community account, but this happens rarely.

Recommendations to others considering the product

Just try it. You literally have nothing to lose, as the software is free.

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

We are using it to keep track of our company's trouble tickets, and it allows us to prioritize them based on category, importance, age, etc. This helps us to get the most urgent problems fixed first, while also making sure that we don't forget about the little problems either.

Spiceworks review by Matthew R.
Matthew R.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks is the IT Helpdesk system you didn't know you needed!"

What do you like best?

Spiceworks is a great, full-featured helpdesk system. Not only does it contain the ticket system, but it also has asset inventory, and multiple add-ons to help boost what it can do. There really is no reason to need anything else. Oh, and it's FREEEEE!

What do you dislike?

Absolutely nothing. Spiceworks fully fits every need we had!

Recommendations to others considering the product

Do it and don't look back! There's no reason NOT to use it!

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

Users actually putting in tickets is still an issue, but with Spiceworks, they can email a specific email address and it will create the ticket, so the users have lost their excuses for NOT submitting the tickets!

Spiceworks review by George R.
George R.
Validated Reviewer
Verified Current User
Review Source

"SpiceWorks Rocks"

What do you like best?

It's free and truly useful! SpiceWorks Help Desk is a fully functional solution you can use for free (hosted or cloud-based). The client service desk is easy to use, and creating and documenting tickets couldn't be easier. There is also knowledge base that works well both for IT department records and a searchable info base for users.

What do you dislike?

I cannot really come up with anything I dislike: the time keeping per ticket could be more granular, I suppose.

Recommendations to others considering the product

If you're not sure you need a Help Desk solution, Spiceworks is absolutely free and painless to get setup and truly try out. If you find you don't need it right away you can keep it "in your back pocket" and pull it out when you do.

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

We can now track issues with our various workstations, POS stations, servers and users very easily. We've set up the customer portal and knowledge base, but haven't made them public yet (we're small enough that it's easier to do most things face-to-face).

Spiceworks review by Dustin K.
Dustin K.
Validated Reviewer
Review Source

"Spiceworks Helpdesk Review"

What do you like best?

Ease of use. Easy to add time, assign tickets, categories, customizability, lots of addons, plugins and extensions available these days. There is an entire marketplace for extensions at https://community.spiceworks.com/appcenter/browse/plugins

I definitely recommend getting the PowerPack, Help Desk Customizations and Help Desk Responses plugins right off the bat. The AppCenter is a relatively new part of the platform. Another awesome feature is building reports from SQL queries. Very easy to put together the information you want if the built in options won't let you.

And the best part: It's free to get started and use. You can buy it (it's about $500/yr and is called Spiceworks MyWay https://www.spiceworks.com/myway)

What do you dislike?

No way to add time. Don't mess with the SQLite database at all in any way! Hosed an install we had, luckily had a backup from a few hours before. Always backup your Spiceworks DB folks!

Only other things to dislike is the sidebar on the right with ads. Yes you can use an ablocker to get rid of them but that is how they fund the program to keep it free. Although even the paid for version still has ads.

Recommendations to others considering the product

Definitely go with Spiceworks, beats a few other apps I've had the displeasure of using

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

Growing an IT team from 1 to 2 to 3 to 5 people, Spiceworks had no problems at all. There was never an issue with maintenance, updates/upgrades, too many tickets, etc.

Spiceworks review by Jody G.
Jody G.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks has changed our helpdesk for the better"

What do you like best?

The ease at which our users can open helpdesk calls and track the progress of their issues, makes this software invaluable to us. The inventory reports, are so much better than the reports we get from out other inventory software, and run 10x faster.

What do you dislike?

I have to say, that i dont see any problems, using this software. We havent run into any yet.

Recommendations to others considering the product

try it you'll like it.

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

As the IT support person for my organization, and because we are a small shop, people used to leave me phone messages, if i were out, my staff wouldn't be able to address them, now they can. The staff here is very pleased with the faster turnaround time, and i can leave them notes, if i'm researching an issue.

Spiceworks review by John F.
John F.
Validated Reviewer
Verified Current User
Review Source

"Best Free Network Management Software"

What do you like best?

The community is amazing and very helpful, tons of engagement and very knowledgeable individuals. I like the deployment of the software without needing agents installed everywhere.

It easily discovers systems on your network, allows users to request support, manage your tickets and communication with your customers along with managing their assets and inventory. You are able to schedule repairs or upgrades as needed, and associate those tasks with users and reminders in the system.

What do you dislike?

That some of the features or functions require cloud-based services to function. I prefer completely isolated local installations with all functionality on the local systems...if I loose internet, I need it to continue working.

Recommendations to others considering the product

This is a fantastic place to start, if you have no management software in place currently, this will show you all the features you require and lets you learn at your own pace while deploying specific pieces of modules as you go. This helps the learning curve and avoids overwhelming you with tons of new information.

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

Pro-activity. In the past, I had none as I had no idea of the troubles around the corner. I'm changing toners before people alert me, finding partitions nearing capacity and log files building up before issues occur. I'm able to prevent catastrophes and am working on avoiding issues rather than repairing them.

Spiceworks review by Venelina V.
Venelina V.
Validated Reviewer
Verified Current User
Review Source

"Overall good experience"

What do you like best?

You can assign users easily and forward tickets to other users. Good interface. Creating new tickets is easy and the various options for detailed description is very helpful.

What do you dislike?

You cannot attach more than one file when closing a ticket. The website crashes often and is sometimes slow. Ads are very distracting.Would like to have an option to send all solved and closed tickets via email to an assigned administrator.

Recommendations to others considering the product

A little mundane and ads are very, very distracting, but overall good ticketing platform.

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

IT-related problems. Everything that needs to be taken care of is organized and can be assigned to the appropriate members of the team very easily.

Spiceworks review by Doug E.
Doug E.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks "

What do you like best?

I like that it is free, reliable and fully supported. The inventory and reporting provide a means for ongoing support, but also a quick means to gather information in an audit/assessment situation. The software is very easy to setup on premise on most any PC, VM or in the cloud.

What do you dislike?

I don't like ads, but they are not too intrusive. I sometimes have issues with end users not receiving ticket updates. The end user portal could be a bit better, but I rarely encourage or introduce it as an option as email seems to be the most efficient means.

Recommendations to others considering the product

This is a very reliable and non-confusing/easy to use helpdesk for end-users, techs and administrators.

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

Mainly a flexible way to provide an easy to use helpdesk. Inventory, reports and alerts make it even more valuable. I can configure for each customer individually or house multiple customers in one installation. The ability to spin this up on my laptop and gather information quickly in a new customer situation is invaluable.

Spiceworks review by Anthony S.
Anthony S.
Validated Reviewer
Verified Current User
Review Source

"The innovative user friendly HelpDesk Software"

What do you like best?

The online portal is great. The open through email option is one of my favorite features. It doesn't close a tab, but opens a new one. We have never had to contact support for anything in our ticket system. I think this is an awesome help desk software for a business of <500 employees.

What do you dislike?

I've had issues with the mobile App opening tickets from a popup on my phone. This does not affect me much, It's really more of a minor inconvenience. Sometimes whenever we comment on a ticket it doesn't get sent to the user via an email. Which is an issue for the users who don't use the online portal.

Recommendations to others considering the product

If you are looking for a simple yet effective help desk software for a small business, Spiceworks is for you.

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

My organizational skills have improved dramatically since we implemented Spiceworks. Other teams in our company asked for us to set up a ticket system for them as well.

Spiceworks review by Leland W.
Leland W.
Validated Reviewer
Review Source

"Great Free Solution"

What do you like best?

I love that it is free but I find so many things about it from mapping out my network devices to keeping track of devices and where they are and if they are online or not.

What do you dislike?

The ads are there which I dislike but I can work with that considering the price. Plus the community of administrators who come together and help each other overcomes any negatives.

Recommendations to others considering the product

If you don't have something in place and you are a small business you can't go wrong with this free solution. They also have paid service available if you need better support than the community forums. However I find the forums can helps you find solutions quite easily most of the time. The forums are also great for interacting with other administrators to find solutions to various bugs in software.

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

It has helped better track equipment and know if anything ever disappears.

Spiceworks review by Haydn M.
Haydn M.
Validated Reviewer
Verified Current User
Review Source

"Good Solution for small businesses"

What do you like best?

Very cheap/free and good for SMB. Very simple to use and community generated addins add another level to the helpdesk side of the product. The free community is very helpful

What do you dislike?

Has a tendancy to crash if too many tickets are in the system or too many changes are being made by admins

Recommendations to others considering the product

Good Free/cheap solution. Good for small businesses but wouldn't recommend for any large business

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

Good log of tickets and reports that can be used for KPIs. Knowledge base has come in handy and the community is priceless.

Spiceworks review by Nick S.
Nick S.
Validated Reviewer
Verified Current User
Review Source

"Has its ups and downs"

What do you like best?

It's super easy for someone to set up and install on a Windows PC and have a help desk up and running right away. There's also a free option, which is right within our budget!

What do you dislike?

The fact that it's Windows-only is pretty disappointing and has led to it being pretty janky at times. I really wish there were a option for Apache/Linux but they haven't made any indication that they would ever do it.

Recommendations to others considering the product

Please make it for linux!!

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

We used spiceworks to replace the help desk that the previous IT staff had set up through Sharepoint. Spiceworks, despite its faults, is magnitudes better for both the customer and us as an IT group for organization and delegation of tickets.

Spiceworks review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Needed something fast free and out of the box .. Spiceworks fit the bill."

What do you like best?

Installed it and had it up and running in no time, immediately connected it to an office365 exchange mailbox and my users are able to send an email, have a ticket returned to them, and they are notified of the ticket completion.

What do you dislike?

There are ads in the free version and the network scanning is a bit cumbersome, overall its pretty great.

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

So easy to manage my "Actionable" requests, rather than combing through my email inbox looking for tasks that need to be completed, I forward the email to support, spiceworks picks it up and creates a ticket. It is my go to "To Do" list with searchable history.

Spiceworks review by Sarah G.
Sarah G.
Validated Reviewer
Review Source

"Great network for Network and System adminss"

What do you like best?

I liked that I could sort tickets by author, date, completion, etc. I also liked how intuitive it was to use.

What do you dislike?

I wish it were easier to upload files to individual tickets, and I wish they sent me fewer email updates. I also cannot figure out how to delete tickets.

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

We use it at the school where I work to keep track of IT issues. We have three campuses, with at least 5 servers and 60+ workstations at each, and without Spiceworks to keep us organized, we'd be overwhelmed with all the issues. We also use it with our student interns to get them more comfortable with documentation.

Spiceworks review by Graham C.
Graham C.
Validated Reviewer
Verified Current User
Review Source

"Excellent and Free"

What do you like best?

I enjoy the flexibility of the software. Spiceworks is a full featured solution that comes with a bonus... it’s amazing community.

What do you dislike?

Not much to dislike. I guess the only thing that I would add more customization to is their ticketing portal.

Recommendations to others considering the product

If you need a solution for a smaller enterprise, this is an excellent solution.

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

We are solving a number of issue. Asset management. User assignment of assists and tickets. Ticket management. Network maps!

Spiceworks review by Angel Tomás G.
Angel Tomás G.
Validated Reviewer
Review Source

"Good Software for service desk"

What do you like best?

SpiceWorks is a platform for IT professionals which knowledge can be shared. Also, it helps to define an IT service desk for users at the company, it is a software where users can open a ticket and this is attended for your IT department. Notifications are sent by email, and it has a console to manage open,closed and in progress tickets.

What do you dislike?

It is limited about customizing the way the tickets are assigned, for example, you can not escalate them to a higher level. Another inconvenient is that, the creation-ticket template can not be customized at all, only colors and logo are modifiable.

Recommendations to others considering the product

If you want to have a platform for your IT personnel, SpiceWorkd it is a good option, because it has a knowledge base where you can document solutions and also a big database of How-to's.

If you want to have a software where you can customize the workflow of the entire process, this software will not help on that.

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

SpiceWorkds, helped me to introduce in my company the concept of having a service desk software to report any IT issue. Also, it helped me to put discipline and order at IT department. The IT personnel, started to be driven by open tickets instead of receiving requests by email, now they had to estimate a time for ticket completion and document the solution.

Spiceworks review by Rob H.
Rob H.
Validated Reviewer
Review Source

"Not bad for free! Great starting point when evaluating various help desk / ticketing systems"

What do you like best?

Easy installation and device discovery. Great community of users which definitely helps when you have questions around rules and notification policies. They probably have a local users group in your area which is another great way to gain knowledge on others are using/leveraging their systems. Small advertising distractions help pay for this freeware system but they are well worth the value. The warranty reminders that come from mfg's discovered is amazing! Pre-warns you of systems coming off warranty, etc. Needs a better inventory reporting/fixed asset based system.

What do you dislike?

Doesn't always correctly identify equipment vendors / systems. Can be a little frustrating when credentials don't work during discovery process. Alerting could be stronger. What's up Gold probably has the best I've seen and is totally customizable from that perspective. They also need a better way to automatically update their version. Seems I always have to dig around the interface to find this.

Recommendations to others considering the product

FreshDesk is another strong competitor. They have free and paid versions. Microsoft also is dabbling with Help Desk through their Office 365 offering

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

Organization of tickets and progress updates

Spiceworks review by Philip W.
Philip W.
Validated Reviewer
Review Source

"Spiceworks is a great way to handle helpdesk tickets and collaborate with fellow IT folks"

What do you like best?

The UI is very intuitive and is very easy to pick up and start using, even if you dont have alot of experience with helpdesk apps

What do you dislike?

The one thing that I didnt like is the mytickets functionality did not make it easy to look at all tickets at once regardless of status

Recommendations to others considering the product

Make sure that you really review requirements so that you dont have alot of rework to do with implementation, but the app is customizable and works great!

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

We use Spiceworks as our sole ticket based support system for our internal customers. Anytime a relevant issue comes up, the user just goes to the site and in a few seconds can build a ticket complete with screeshots and detail that helps us in IT to resolve issues quickly

Spiceworks review by zach m.
zach m.
Validated Reviewer
Review Source

"Great Free Helpdesk Software"

What do you like best?

The Spiceworks community is amazing. If you have issues and dont have answers you can usually find the solution in the Spiceworks community. It is an easy to use ticket tracking software. Lot's of features. Also tracks other hardware to ensure uptime.

What do you dislike?

The one thing I really didn't like about the software is the ads. I am aware that this is how Spiceworks is able to provide a free solution and so I am ok with it. It was just the only thing I didn't really like.

Recommendations to others considering the product

I would highly recommend giving Spiceworks a try. It was a great option for helpdesk ticketing.

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

I was solving all IT related issues at the Casino. Whether it was on the floor or behind the scenes Spiceworks allowed us to prioritize our tickets so that we could stay on top of all issues. We could reassign tickets as needed as well. We could collaborate on issues.

Spiceworks review by Steve B.
Steve B.
Validated Reviewer
Verified Current User
Review Source

"Really good tool"

What do you like best?

I like how easy it is to manuever around. It’s very easy to see your open, assigned, and closed tickets, as well as searching for specific tickets.

What do you dislike?

I don’t like the reports available to use. They have a handful of basic reports you can run, but anything deeper than that, you’ll need to be able to use SQL.

Recommendations to others considering the product

Learn SQL for heavier reporting

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

Internal hardware & software troubleshooting. Employees are able to attach screenshots or their problems.

Spiceworks review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Extremely Useful Helpdesk Tool"

What do you like best?

We use the free version of Spiceworks as a Helpdesk at work and the functionality is far superior to many competitors such as ZenDesk and FreshDesk. We only use a fraction of what it is capable of, primarily Helpdesk but it can catalogue equipment, specifications, purchases required and more.

What do you dislike?

Unfortunately as we use the free version there are ads. This isn't a problem in itself, although recently an ad was published that broke the system. Until Spiceworks had found this and unpublished the ad, we were offline. To give credit to Spiceworks, they were swift in resolving the problem.

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

General day to day operation of our business. We are an IT Support Consultancy so use it for all jobs to be catalogued.

Spiceworks review by Denise C.
Denise C.
Validated Reviewer
Verified Current User
Review Source

"Helped me a big deal in my previous position "

What do you like best?

Efficient and organized all my tickets as well as tickets that I wasn't aware of. Reports were able to be pulled as well to tell me how many I have closed and opened or created.

What do you dislike?

There is nothing at this time that I do not like about Spiceworks.

Recommendations to others considering the product

No improvements needed at this time because it is a great set up for use for any environment when provided customer support.

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

I used it on my job for tech support requests and inquiries on a daily basis for teachers, staff, etc.

Spiceworks review by User in Primary/Secondary Education
User in Primary/Secondary Education
Validated Reviewer
Verified Current User
Review Source

"Makes IT Tickets a Breeze"

What do you like best?

I appreciate the ease of this program. It makes sending information to IT about tech issues simple. It allows you to edit your posts and view pending information. I appreciate how it allows a record of issues, so that if issues re-occur you can easily submit a ticket based on the old issue for reference.

What do you dislike?

I honestly do not have any issues with this program as a user.

Recommendations to others considering the product

We use an interface that allows users to simply email "help tickets". The group of staff really enjoy the ease of this feature.

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

We are able to fix IT issues in a more timely manner. We are more easily able to track issues that are unopened or unresolved. I feel like my IT issues are addressed it a way that gives me access to the process behind the scenes. I am informed that my ticket has been submitted, and receive follow-up after tickets are closed. This keeps me in the loop, and lets me know that my needs will be addressed.

Spiceworks review by Nick R.
Nick R.
Validated Reviewer
Verified Current User
Review Source

"Can't Beat Free"

What do you like best?

We tried 2 other helpdesk suites (one pay and one free) and Spiceworks, by far, is the most comprehensive and easiest to use.

What do you dislike?

We have an issue with the Spiceworks Server Service stopping periodically. When this happens we have no warning and stop receiving tickets. It is usually several hours before this is noticed and has caused issues with problems not being addressed.

Recommendations to others considering the product

Since it is free there is no downside to trying it.

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

Issues that would normally slip through the cracks are now being addressed in a timely manner.

Spiceworks review by Janelle L.
Janelle L.
Validated Reviewer
Review Source

"Its useful"

What do you like best?

I like that we can input tasks that we need to get done, and that we can assign it to different people.

What do you dislike?

I wished that everyone that is connected to Helpdesk in our group is able to see all tickets and that we could write comments and close tickets as we needed to. Instead of telling our Helpdesk person to close the ticket.

It would be nice if we could categorized tickets that could be group together as under a dept. so that we know which department the tickets are going to. It also help with organization, instead of having it clumped together.

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

It has been useful, organizing our tickets.

Spiceworks review by Rob B.
Rob B.
Validated Reviewer
Verified Current User
Review Source

"Great IT helpdesk"

What do you like best?

Spiceworks Email integration is done right - it just works, and allows out users to interact via email without us losing the audit trail in the helpdesk. Lots of add-ons to make the system work how we want it to, and it integrates nicely with our AD.

Also it scans and inventories the network really well.

What do you dislike?

- No sub-categorization for tickets - we use an add-on, but then none of the reports work as expected.

- The network scanner can be terribly slow, and whilst it runs lots of config options are unavailable to change.

- The network scanner also keeps spotting devices and saying they are unscannable VoIP units - makes the inventory very busy with lots of rogue entries. SW support don't seem to be able to sort it out for us sadly.

- I'd like a more flexible ticket view - it works ok for us with a few dozen open tickets and two techs, but for more it would be cumbersome.

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

Logging of IT support tickets, incidents and change requests.

Spiceworks review by Dwayne B.
Dwayne B.
Validated Reviewer
Verified Current User
Review Source

"Free and extremely useful"

What do you like best?

I deployed Spiceworks 4 years ago to an environment without any ticketing or inventory and for a free solution it has been flexible and supplied years of value through reporting and historical data.

What do you dislike?

The main think I do not care for in Spiceworks is it can be resource intensive when doing the inventory scanning.

Recommendations to others considering the product

Try the web based version before going to a local install. When you are ready to go local over spend (or go virtual) on hardware it can be a bit of a hog on resources.

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

Spiceworks has been a solve for organizing customer (employee) interactions when they need help, it has provided a historical source that can be tapped for common solutions as well as it has given us a means to keep track of a growing inventory.

Spiceworks review by Everett H.
Everett H.
Validated Reviewer
Verified Current User
Review Source

"Spice works help desk - great free helpdesk and more"

What do you like best?

Ease of use once setup. Keeps users informed of progress via email.

What do you dislike?

The reporting is fairly basic even though the capturing of the data seems straight forward. Would be nice to have easier time creating custom reports.

Recommendations to others considering the product

Great free inhouse hosted helpdesk solution. There are other features that we do not use for asset tracking, inventory, etc

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

Help desk ticketing system for users to report their computer technical issues. We also setup for our maintenance department to take care of job tracking and more. Wouldn't know what to do without our daily list of things to do.

Spiceworks review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"best software there is for free"

What do you like best?

I would need to do it on a list:

1) its free

2) the support is amazing

3) It has a lot of flexibility when it comes to permissions, and level of access

4) It allows reporting on basically everything on the network, including tickets

What do you dislike?

I really can not think on anything I do not like. I see the software could have more features but its heading in the right direction

Recommendations to others considering the product

Its free, easy to use, and it has a lot of flexibility when it comes to permissions, level of access, reporting and visibility

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

Ticketing system

Spiceworks review by Jeff B.
Jeff B.
Validated Reviewer
Verified Current User
Review Source

"Great ticket based program"

What do you like best?

Customers can log their own tickets. We can also sort by customer and issue which is great for reporting and finding common issues.

What do you dislike?

Process to delete a ticket isn't that easy. Also, the mobile app is terrible. On my mobile I log in via chrome instead of using the mobile app.

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

We are able to track user issues, time spend on issues and then do reporting on them monthly.quarterly.yearly

Spiceworks review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Great for a Smaller Company, but not a Large"

What do you like best?

The cost. The product is free if you can get deal with the advertisements.

What do you dislike?

The product can be sluggish to not responding at times.

Recommendations to others considering the product

If you are a large enterprise, look at other products. Spiceworks is great for smaller companies, but as our company has grown, it has not scaled well with us.

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

We use Spiceworks as a ticketing system and a help desk system. We were looking for a system that was low cost to free. We have been able to wrangle our help desk system into a single system and that has been a benefit, but Spiceworks can be flakey at times.

Spiceworks review by User in Individual & Family Services
User in Individual & Family Services
Validated Reviewer
Verified Current User
Review Source

"Excellent Software for a Huge Company"

What do you like best?

This product makes it easier to quickly get IT advice and assistance without having to bog down the IT department will voicemails. The IT department can answer directly and the software enables us to see when a tech is able to get to our query. Plus you can add a screenshot of the issue if needed to give them a head start.

What do you dislike?

Honestly, nothing. I like this software and hope my company keeps using it!

Recommendations to others considering the product

Get it! Especially if you are a larger company!

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

Spiceworks allows us to contact the IT department without constantly ringing them up and they are able to better prioritize the necessity of the situation.

Spiceworks review by Administrator in Mental Health Care
Administrator in Mental Health Care
Validated Reviewer
Verified Current User
Review Source

"User Friendly Tracking System"

What do you like best?

Easy to use system that tracks tasks and IT productivity. Love that we could set it up so that it auto assigns emailed tickets based on content to the correct tech. Like hashtags to close, reassign, etc from email

What do you dislike?

More built in reporting functionality needed.

Recommendations to others considering the product

Take the time to configure items to automate assignment of tickets, active directory link, etc. You will get much higher benefits.

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

Automatic ticketing from emails ensures trouble tickets don't get forgotten. Users get a response with a ticket number via email so they know we have received it and don't continue to email or call. Can measure productivity of IT staff by how long tasks take and run reports to get scorecard data.

Spiceworks review by JENNIFER R.
JENNIFER R.
Validated Reviewer
Review Source

"Spiceworks Help Desk Portal"

What do you like best?

Super easy to use, no-cost solution (other than useful ads). Works well, fast ticket distribution. Simple customization. Users can submit tickets fast via portal or email!

What do you dislike?

Odd scrolling, link to Manage Engine will occasionally fail, slow response when it is gathering data.

Recommendations to others considering the product

Just try it out, you will love using the help desk system. If you want additional controls there is a paid version at a super reasonable cost as well. The system is responsive and community support is fast and reliable.

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

Easily searchable ticket history for repeat problem-solving. Time tracking for ticket resolution. Integration with inventory and helpful knowledge base to solve user issues.

Spiceworks review by Josh H.
Josh H.
Validated Reviewer
Verified Current User
Review Source

"Great Free Helpdesk Software!"

What do you like best?

The absolute best thing about this is the price, free! It is customizable and works well for our SMB. My user's love being able to see their open tickets in the portal and being able submit one with an email is a breeze.

What do you dislike?

The cloud version is not as robust as the on prem server, wish that it had all the same features. Would much prefer it to be in the cloud instead of on a local VM.

Recommendations to others considering the product

Its a great product and well worth the price!

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

Helps us with IT problem solving workflow and enables us to keep our SLA. It also helps with tracking and prioritizing our IT help requests so that we can stay on top of important customers and large scale outages.

Spiceworks review by Administrator in Automotive
Administrator in Automotive
Validated Reviewer
Verified Current User
Review Source

"Fantastic help desk tool, but still a lot to be desired"

What do you like best?

As a free tool (or you can become a premium member to remove the ads), Spiceworks is a great all-in-one tool for inventory management, ticketing, reporting, and tracking.

What do you dislike?

Although there are many functions and great ideas that are included, there are also many bugs that occur when deployed in a large environment. If the development team can squash some of these bugs instead of adding more and more functions, Spiceworks would be a solid piece of software.

Recommendations to others considering the product

Pros

+Inventory management via network scanning

+Ticketing system

+Updated status of devices

+Reporting system

+Vendor services

+Knowledge base

+Free technical support

+Forums where other administrators congregate for support or suggestions

+Downloadable plugins to enhance your Spiceworks experience

Cons

-Slow scanning speed if running a large environment (1000+ devices)

-Inventory may not be tracked properly due to network scanning bugs

-Plugins not be compatible due to constant framework changes

-Bugs that the dev teams are aware but aren't fixed

-User portal page is very basic and may need coding to get desired end result

-Does not automatically update to the latest version. Administrators must manually update all instances (if you have remote sites)

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

Inventory management via network scanning saves us time from manually counting devices. Shows printer status amongst up-time status of critical systems is always welcomed. Ticketing system is very good and bug-free. Coupled with the new re-haul of the interface from version 7.5 and on, it is very streamlined and a pleasure to use.

Spiceworks review by Ron R.
Ron R.
Validated Reviewer
Verified Current User
Review Source

"Extremely easy setup, powerful tools"

What do you like best?

The user interface is simple and easy for users to get started with.

What do you dislike?

it can be difficult is tickets need to go to multiple users or follow specific routes to different users

Recommendations to others considering the product

Do it! This product will significantly reduce time for users to enter tickets as well as techs to track and resolve tickets

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

Spiceworks Help Desk provides a simple, efficient help desk ticketing system

Spiceworks review by Raymond S.
Raymond S.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks"

What do you like best?

The number of features in the application are pretty impressive. Our main use is for creation and tracking of support tickets to our help desk. We have also used it some of inventory of what devices are connected to our network.

What do you dislike?

The most annoying thing is the ads on the screen. I guess this is the price you pay for the free version.

Recommendations to others considering the product

Give Spiceworks a try. The flexibility of this product and the amount of features it has is pretty amazing.

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

Spiceworks has given us a shared and centralized support ticketing system. It is easy for users to create new tickets, and for our staff to assign and track tickets to completion, and even jump in and help each other out.

Spiceworks review by Pam H.
Pam H.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks Help Desk makes my job easier"

What do you like best?

Love the notifications any time new hardware or software is added to computers on my network. It so easy to keep up requests for assistance from users with the ticketing system

What do you dislike?

A little hard to set up initially and sync with Active Directory

Recommendations to others considering the product

Get it! You wont be disappointed!

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

This helps me keep organized and up to date on EVERYTHING!

Spiceworks review by Administrator in Oil & Energy
Administrator in Oil & Energy
Validated Reviewer
Verified Current User
Review Source

"Great Software and you can't beat the price"

What do you like best?

I've been using spiceworks for almost 10 years, and it has proven itself many times over. The helpdesk is a must have tool for any IT dept trying to keep their customers happy. The other built in monitoring tools are pretty decent as well for smaller departments.

- Tight email integration; full control of the helpdesk (for users and admins) just by using email if so desired

- Great searching capabilities for when you're trying to remember "how did i fix that before"

- Great reporting abilities

- Fully customize-able help desk portal for users

- Ability to create an in-house knowledge-base for user self-service

- Given that the software is Ad-Supported, the Ads are non-intrusive and often helpful (I have never said that for any other site, ever)

- The spiceworks community is an outstanding resource for those problems that have you stumped

What do you dislike?

It can scan ranges of IP addresses for its built in inventory tool, but the scanner tends to collect a lot of "garbage" or mis-identifies devices which requires a great deal of manual entry to clean up.

Recommendations to others considering the product

Definitely worth a try. It costs nothing and if you don't like it you aren't out anything except time.

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

- Fosters better communication with end users

- Problem history and tracking

- Searchable history for those "odd-duck" issues

- Better overall IT productivity and user satisfaction

Spiceworks review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Awesome (for free software)"

What do you like best?

It has a lot of great features:

It's free!

Integrates with Active Directory

email notifications and ticket creation

Large online community that is very knowledgeable

What do you dislike?

There quite a few ads but they are off to the side and don't really get in the way.

Recommendations to others considering the product

This product is FREE and it works great. We run it on a dedicated server with 4 Processor cores and 4GB of RAM. It is not resource intensive. The online community is very helpful. Spiceworks also has a knowledge base which can be private or public.

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

Before we had Spicworks, issues were communicated via email. Spice works has made it easier to track progress and keep a record of previous issues

Spiceworks review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Good support desk tool that is easy to learn"

What do you like best?

It does not over complicate things with flashy UI and needless bells and whistles, but it does give you everything you do need in a Helpdesk system.

What do you dislike?

It can take some time to do a search through old tickets.

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

I work as onsite Helpdesk in a 911 center. This gives me the tools I need to help my users while maintaining a log of work done. The simple interface was easy to learn and flexible enough to meet the needs of a fast paced environment such as a 911 call center.

Spiceworks review by Mark T.
Mark T.
Validated Reviewer
Verified Current User
Review Source

"Excellent Help Desk solution - and for free!"

What do you like best?

The ease of use on the setup and configuration.

We are running our 5 member help desk on the free version with an average of 400+ tickets opened monthly.

What do you dislike?

Nothing! It covers all aspects of a help function including reporting, custom categories/fields and even an internal use knowledge base.

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

Tracking of employee issues

Assignment of work from the help desk

Communication of a resolution

Reporting

Identifying areas of improvement towards a reduction of issues/tickets

Spiceworks review by Patrick B.
Patrick B.
Validated Reviewer
Verified Current User
Review Source

"Spiceworks helps me manage 60+ users as a 1 man IT Department"

What do you like best?

I have to say, as someone who might not always have the biggest budget, I like the fact it's free.

What do you dislike?

It seems to lock up often and doesn't provide any kind of warning when it does. Several times I have logged in to check something and found it out of service. Upon restarting, i get flooded by ticket requests.

Recommendations to others considering the product

You really can't go wrong, it's free! Try it out on a workstation at first, if you like it, migrate it to one of your servers

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

Spiceworks scans our network and gives me a detailed view of the health of our systems. Everything from printer ink levels to expiring SSL certifications.

Spiceworks review by Administrator in Market Research
Administrator in Market Research
Validated Reviewer
Verified Current User
Review Source

"Great Free Help Desk that ties directly in to Spiceworks"

What do you like best?

This is a great free help desk solution that when paired with the full Spicework suite makes managing tickets and tying them to users/machines simple.

What do you dislike?

There are some limitations to the functionality that you would expect from a free solution. It lacks the ability to have multiple different desks for different teams, but since it is a free solution you can just deploy another instance of it. We have found the performance isn't as good as we would like but that usually coincides with the Spicework Suite running a network scan. But there is no easy way to separate the two roles.

Recommendations to others considering the product

The support team for Spiceworks is great, and the community support is even better.

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

Being able to back track certain issues on the same machine or with the same user has saved our helpdesk many man hours by being able to look up the previous resolution.

Spiceworks review by User in Hospitality
User in Hospitality
Validated Reviewer
Review Source

"Very basic but gets the job done."

What do you like best?

Simple navigation, and that you can return to a past ticket easily to review all notes for easy troubleshooting in the future.

What do you dislike?

I cannot access when not on my office network. Sometimes I want to review notes from a previous issue but I cannot when not at my desk. Luckily I remedied that by storing all emails from the comments/closing of a ticket in a folder and could reference that instead of returning to the web platform.

Recommendations to others considering the product

Simple enough - no frills help desk.

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

Spiceworks makes it very simple to submit a ticket, especially considering many of our employees are not software savvy. There will always be those that use direct mail to solve their IT issues, but most use this tool because of it's ease of navigation.

Spiceworks review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Flexible software seeks adventurous users"

What do you like best?

It's got so much potential, if you are able to write your own plug ins for it or even just take code from the ones available on the marketplace. Even without that though, it's very flexible and friendly to baseline users/help desk personnel.

What do you dislike?

Unfortunately, we don't have IT personnel capable of programming plug ins for it yet. But we are using it as a starting point to train our employees.

We are also having problems with the leaderboard not showing scores correctly, dropping techs entirely. And our paid-for ad-replacement isn't showing our logo. But we haven't addressed the latter with Spiceworks yet, so no need to blame them when we haven't yet sought a solution.

Recommendations to others considering the product

Do it. Have a programmer make it even better.

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

Our end users like Spiceworks much better than Kace. We can more easily control what they do/do not have access to or are obligated to fill in on the new ticket form, so it's a much faster and easier creation of new tickets.

Because they like it better, we receive more new tickets instead of phone calls, which improves solution time and honestly, means we actually hear about problems instead of users just dealing with them and not telling us.

Spiceworks review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Overall excellent for a free product"

What do you like best?

Spiceworks is a great platform for small or even moderately sized it departments to accomplish work load accountability, and task delegation. Not only that but it has many features very useful for devise management and is easily accessible with ipads and android devises.

What do you dislike?

The interface can be a bit confusing at times.

Recommendations to others considering the product

Make sure to leverage custom attributes with tickets. use the dashboards for analyzing your incoming data. don't be afraid to use technical support.

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

we needed a simple, free and easy to use request ticketing system where we could delegate tasks out to employees. Spiceworks has been very helpful in this regard. We have notices an uptick in requests, and more customer feedback on services since migrating over to spiceworks.

Spiceworks review by Administrator in Education Management
Administrator in Education Management
Validated Reviewer
Review Source

"SImple, Free, and Very Effective"

What do you like best?

For the price you won't find a better Help Desk platform. Simple easy to use Admin UI and end users have their choice of how they may choose to submit their Help Desk requests.

What do you dislike?

Obviously with freeware you lose some of the advanced filtering options and rules based response packages but again, you get what you pay for. Eventually we outgrew the Spiceworks platform but during the time in which this was utilized we definitely took advantage of the many features and the efficiency it provided our Department.

Recommendations to others considering the product

We stayed on Spiceworks for at least 6 years before moving to more premium Help Desk solutions. During that time we were very happy with the service provided, with the understanding of what the system can and cannot do as freeware.

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

Easy way for end-users to submit help requests and for IT admins to manage their incoming workflow. Users were able to submit their tickets either through our Help Desk portal or submit through email.

Spiceworks review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source