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Spiceworks Cloud Help Desk Reviews

About Spiceworks Cloud Help Desk

Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.

Learn more about Spiceworks Cloud Help Desk

Pros:

Integrated decently with Exchange. Very low cost and a good KB.

Cons:

The biggest con is that if you have a "team" in your Spiceworks, it's a bit of a pain to get the inventory cross-team.

Spiceworks Cloud Help Desk ratings

Average score

Ease of Use
4.3
Customer Service
4.2
Features
4.2
Value for Money
4.6

Likelihood to recommend

8.4/10

Spiceworks Cloud Help Desk has an overall rating of 4.4 out 5 stars based on 563 user reviews on Capterra.

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Jesica
Jesica
CRM Manager in US
Verified LinkedIn User
Insurance Software, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Spiceworks will answer all your questions

5.0 6 years ago

Comments: Spiceworks suggests free solutions so, it would be stupidмн not to recommend you this amazing software. It is an easy platform and, believe me, you won’t have any problem to use it. I should also mention that it well suits to small companies but larger companies should probably search for another solution.

Pros:

There is one feature of Spiceworks which I appreciate the most. It gives you the opportunity to check your network and find out what devices are connected to it. This means that it provides a lot of information about those devices such as their IP addresses. Another advantage of this platform is that it is completely free. If we compare the quality of work of Spiceworks with other platforms, it will become obvious that this help desk can do freely more than other expensive platforms. I think it is hard to find a person who knows everything about his profession or field of work. From time to time everyone needs to look for some help or extra information. In these cases you should at least know where you can find the required information. People engaged with information technologies already know that Spiceworks is their best solution. You can find the answers to your questions in the forums or you can type your question and get feedback.

Cons:

The first issue I should mention is the app itself. As for the mobile app, it is heavily text-based, it would be nice to see more graphics there. In addition, I would like to see one app which shows the community and the form together. Unfortunately, there is a lot of commercial which can be annoying but on the other hand, it is understandable: the platform is free and it depends on ads to get some income. I wish it could be easier to work with tickets and especially the deleting function.

Noor Shehra
IT Administrator in United Arab Emirates
Computer & Network Security, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Spicework Review

5.0 3 years ago

Comments: It is one of the best software for the inventory management and the software can be accessed anywhere in the same network through the specified URL which will keep a whole record of the networking devices.

Pros:

Inventory management is one of the best, with few tweaks on the user end, it is easy to scan all the computers and printers in the network from serial number to installed software in each computer that will come handy in the audit.

Cons:

Few basics were missing like currency value of different countries will making a purchase invoice for the new bought devices.

Josh
IT Support Specialist in US
Used the Software for: 2+ years
Reviewer Source

Awesome IT Help Desk software, horrible inventory system.

2.0 7 years ago

Pros:

Spiceworks is great for managing help desk tickets. Using HTML we've been able to customize our end-user portal. Create multiple ticket templates to capture the details we truly need from end-users. We have found that the mobile application for iOS and Android to be the best on the market. It has a great GUI, very user friendly, informative, and easy to set up.

Cons:

The inventory system is lacking when it comes to producing accurate information. At one point this year we were upgrading our end users to dual monitors. We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. It came back telling us a generic description. I ended up writing a batch file that would obtain them remotely and that was accurate. We've also had issues where it would scan a computer that had 2 monitors but would only show one. We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. It ended up showing us that several computers had 3 iterations of office installed. I understand that these keys are in the registry but other similar scanners would only produce keys for whats actually installed on the workstation by cross-referencing installed applications and registry keys. We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets. We've chosen to use LanSweeper to track assets. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. Spiceworks took 8+ hours, LanSweeper <30 minutes.

Ian
IT Support Specialist in US
Hospital & Health Care, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Spicy goodness

5.0 2 years ago

Comments: Spiceworks was great when i worked at a small non profit for my needs

Pros:

The inventory and ticketing are very useful in smaller businesses however when i have to research an issue i normally end the search term in google with "Spiceworks" as i know i will be returned with a wealth of expert knowledge

Cons:

I find the bandwidth usage quite high, other than that it is value for money which was zero for just the helpdesk. There are other applications i have not used

Jeffrey
Dir of IT in US
Wholesale, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Spiceworks helps multiple departments with more efficient reaction time and decisions.

5.0 3 years ago

Comments: It's easy to use once setup by most anyone. It does not have all the extra features that are typically not needed by 90% of the companies so it makes admin easier.

Pros:

Its a feature rich and functional product for an amazing price. They keep adding more too.

Cons:

Setup can be a bit of a bear depending on how much you want to customize it.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Spiceworks is good for small companies

3.0 2 years ago

Comments: It was great at the beggining but whe the company grew and the tool was not able to grow with us.

Pros:

It's free and very useful for small companies, they don't have to spend any money to have a ticketing tool.

Cons:

It doesn't have a knowledge base. The asset management was fine at the begginig but with more than 200 assets it became useless. Always was down because of the database management.

Verified Reviewer
Verified LinkedIn User
Wholesale, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Amazing for the Price (FREE)

4.0 5 years ago

Comments: I don't know why I didnt try this soon, i think you presume if something doesnt have a high price tag then it wont be any good, but i was very wrong.

Pros:

I love the ease of the ticketing system and the professionalism of the emails that come out from it. I have used some other IT help desk platforms but this one works really well.

Cons:

The app isnt particularly slick but it works. I think in they could spend a bit more time on the app it would increase their portfolio tenfold. For the price it is a gem and you cannot go wrong.

Sergey
Sergey
Manager, Technology Infrastructure and Compliance in US
Verified LinkedIn User
Hospitality, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great HelpDesk / Inventory solution

5.0 6 years ago

Comments: Cost, up-to-date picture of the hardware inventory, logs, that can be used for internal audit purposes.

Pros:

I used a free version of Spiceworks for several years. Installation of the application only takes few minutes. In just a few clicks you have a full robust system for ticketing and inventory. Another great perk is Spiceworks community, merely priceless resource where all the IT folks share their knowledge and can help you with random IT dramas. Great way to keep an eye on the hardware inventory. Getting it configured and working properly can be a challenge, but the results are well worth it. Not to mention great helpdesk ticketing functionality, that allows to put an order on how your service requests are processed on a daily basis.

Cons:

I've only used a free version of the application. As I mentioned, one of the key reasons why I got it was for inventory purposes. Getting it work was a challenge. A lot of tweaking had to be done on the network to be able to query all of my PC and Mac workstations and servers. Nevertheless, the result was well worth it. Additionally, while the inventory is running, the system would be somewhat slow, but still managable. Great product! I highly recommend it to all IT admins out there.

Tim
Tim
IT Manager/Systems Administrator in US
Verified LinkedIn User
Real Estate
Used the Software for: 2+ years
Reviewer Source

A System Administrators best friend

5.0 6 years ago

Pros:

Spiceworks is a totally free piece of software if you choose to self-host. Getting things up and running is pretty easy, and it doesn't involve a huge amount of upkeep to keep the inventory data up to date. It also comes with access to the Spiceworks online community. This is a gathering place for a large array of computer savvy folks who help each other out with questions, answers, and access to pieces of software that make life easier. I have reached out to the community many times, and gotten some great feedback on issues I have had, and suggestions on hardware and software purchases. I also like the ability to build my own help desk portal where end users can submit tickets for easier tracking and resolution.

Cons:

I have had some issues with the self-hosted software crashing from time to time. I have not been able to figure out why it needs a random reboot to keep it happy, but it only happens every couple of months, so it really isn't a huge issue to me.

Fabruzio
Technician in Italy
Information Technology & Services, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Manage your tickets with Spicework Cloud Help Desk

5.0 6 months ago

Comments: I use Spiceworks Cloud Help desk via computer but also via mobile phone, and i am able to have a look and interact with ticket even if I am not at the office, I think it's a very important feature having a well done website.

Pros:

Spiceworks Cloud Help Desk is crucial, speaking about ticket management. Customers can open and update their tickets via email or via web interface in a fast and easy way. The dashboard allows to view and manage - of course - the tickets, assign them, update and attach files, add comments (that won't be visible to customers), you can also view statistics and make reports. And if you are an administrator you can add new user and set their permissions. The interface is clean and you immediately know how it works (so, even a newbie can be operational really soon). Highly recommended.

Cons:

There is not an on premise version (they stop supporting it some years ago)

Verified Reviewer
Verified LinkedIn User
Wholesale, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

SpiceWorks does the job, for free-ninety-nine.

4.0 5 years ago

Comments: Prior to SpiceWorks we relied on emails from users with issues, and each IT person might manage those emails in their own way - flagging for followup, marking as unread, subfolders of their inbox, reminders, etc. Issues often were forgotten before being resolved as they moved further down in the IT inbox. We would often work on issues that another IT person already knew the answer to, thus wasting time. Spiceworks has made it so much easier to keep track of issues and their resolutions. IT supervisors can see at a glance if any of their people are struggling, and how quickly issues are resolved. Each ticket is categorized (Phone System, PC Hardware, Network, etc.) so its easy to see if things are getting better or worse. You can reply to a ticket with a suggested solution, categorize it, and close it, all using the "Tickets Anywhere" keywords.

Pros:

It allows us to prioritize tickets, identify recurring problems, and prevent requests from "falling through the cracks". It provides our employees a single email address for getting help without them having to know who in IT does what. It is fairly configurable to meet different needs - we use it for warehouse and logistics issues as well as IT Help Desk. Tickets can be assigned, categorized, closed, etc. using "Tickets Anywhere" keywords when replying to the email so you don't even have to open the site to work tickets.

Cons:

Emails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost. Due to this we sometimes have to ask the user to forward the email directly to us in order to see the original. There is a delay of between 1 and 5 minutes after an email is sent to Spiceworks before the Spiceworks email is received by team members, so we occasionally have more than one person starting to work on a ticket at the same time - especially if the ticket can be resolved simply by replying to the email.

Jeff
IT Director in US
Real Estate, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Bang for your Buck, especially when it is free!

5.0 5 years ago

Comments: I have used Spiceworks in 2 different IT Shops now and will continue to use them. I have attended SpiceWorld twice and will be attending it again this year. They bring the best IT companies together.

Pros:

It's Free. It has a great mobile app that allows my techs to have access to the portal from anywhere. It is simple to use. It is cloud based. It comes with a free remote control tool (ZoHo) as well.

Cons:

Advertisements. You have to expect that with anything that is free. We may upgrade to the paid version this year. Limited options in regards to the User Portal.

Verified Reviewer
Verified LinkedIn User
Higher Education Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Free help desk and ticketing system with integrated AD-compatible inventory

5.0 6 years ago

Comments: We have used the Spiceworks ticketing system for a few years and have been very pleased by the customization options, support, and overall performance of it. It has helped to streamline the efforts of our tech team and help us to effectively organize and delegate. From the ticket overview, you can see what tickets are new, outstanding, and who their owners are (if any). The customer portal side and automated responses are very customization as well, which helps to get your tech communications effectively branded for your organization.

Pros:

The fact that it is a free product helps it to stand out. Beside that, when we did have an issue, the support was fantastic in helping us to track down and remedy the source of the problem. We really like the amount of detail you can see at a glance when using the help desk because it can aggregate the data from inventory which can include hardware devices and users. There are also many very handy plugins for Spiceworks that can help in countless ways.

Cons:

Since our users had a habit of submitting tickets with numerous large attachments, the ticket database became kind of unwieldy and there wasn't a clear way to actually delete tickets or their attachments from the database. This is good and bad, in that there's no accidental deletion of ticket history, but it can be frustration if space on the hosting server is very limited.

Racey
IT Operations Manager in US
Used the Software for: 2+ years
Reviewer Source

Easily the best completely free helpdesk software out there

4.0 7 years ago

Pros:

I like that it works well for a small to medium sized environment, I like that it has never crashed or given me a single problem in the five years I've used it as our only help desk ticketing solution, and I like that it costs absolutely nothing. It includes some other features like network monitoring, SNMP monitoring, etc., but we've never used any of those features. If you really need that type of functionality I'd recommend going with a more robust solution built for that purpose. All we needed was something to handle support request tickets and it has been great for that. If you have a very large environment you'll probably want to go with a more robust solution, but for our 100+ users this has been completely fine.

Cons:

If I had to find something to complain about, I guess I would say that I don't care for the fact that its HTML based and is rendered in a browser window. I'm sure many people don't find this a con, I'm just personally used to working with an application installed locally and find the interface to be a little laggy compared to the snappy performance of something like Autotask. Not much to complain about in a free solution though.

Verified Reviewer
Verified LinkedIn User
Higher Education Software, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Considering the cost, it's a VERY powerful application

4.0 6 years ago

Comments: Very happy we got it. It is one of the most stable, reliable things we run here. It has genuinly made things smoother and easier for my IT Department. And yes, we are running the free version (so you know it's not a "paid indorsement"). If I ever changed jobs, Spiceworks would be the FIRST thing I installed at a new place. So much bang for low to no cost and a short learning curve

Pros:

Does a great job of managing our help desk ticketing system. Nobody likes making tickets, but with 4 techs watching the que, problems get resolved faster. We have been using the system for years. Very stable. The inventorying is reasonably robust - will let you quickly spot machines that are not up to spec for a planned upgrade.

Cons:

The polling and reporting on down devices is weak. You find out a device is down long after it actually went down, and then for DAYS it continues to aleret you the device is down (even though you have brought it back up). If you try and close the ticket, spiceworks gleefully creates another one, even though the problem is long gone. That said, we did not install this to be a network monitor, so any monitoring functionality is just icing on the cake.

Jason
Network Administrator in US
Utilities, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Spiceworks - old but still very useful

4.0 2 years ago

Comments: Spiceworks has been a huge part of our work flow for the past 10 years. Both the community forums and the software package. I've tried a few other similar applications over the years. I've stopped using most of them but I'm still using Spiceworks.

Pros:

I mainly use this for service tickets but it's still useful for keeping track of inventory. I really like how it tracks toner levels in printers.

Cons:

The gui is a bit outdated and can run a bit sluggish. The lack of future support and updates is disappointing.

Aaron
IT Support in US
Verified LinkedIn User
Outsourcing/Offshoring, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Spiceworks Help Desk is very user friendly and is a great cost effective ticketing system.

5.0 6 years ago

Comments: A cost effective IT HelpDesk ticketing system, that allows our business to track issues, increase productivity and keep track of our IT inventory.

Pros:

Very easy to use and the initial setup and normal operation is user friendly enough to where even a novice user could get it working for their needs. When it comes to Help Desk software, you can't beat the low price of FREE! There is a large pool of add-ons and user created plugins that will fill in the blanks to add additional functionality. If you get stuck on an issue while using Spiceworks Help Desk, the official email support and user forums are very helpful. Helps you keep track of inventory. Overall if you are looking for a cost effective HelpDesk ticketing solution for a small/medium business, you can't go wrong here.

Cons:

Users have reported that on very large networks the initial network scan can take days to complete. Official support is limited to email or user forums. You can't hire an expert through Spiceworks to help set up or configure Spiceworks Help Desk to meet your needs. It is up to you to figure it out.

Troy
Troy
Network Technician in US
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Great Help Desk Portal

5.0 6 years ago

Comments: When we moved from our prior software provider to Spiceworks, our technicians and users all immediately began to notice a great improvement in usability and functionality. From being able to interact with the software via emails while our technicians are on the go, to updating users when comments are posted and issues are resolved, this software have greatly improved our help desk's day to day productivity.

Pros:

Spiceworks is a free yet versatile help desk portal for users to submit tickets, technicians to track tickets and for administrators to generate reports. With the vast community support behind Spiceworks, its very easy to figure out to to customize the look and feel to meet the needs of your organization.

Cons:

While Spiceworks is great, [I assume] because of the free nature of the software and the companies business model, updates aren't very frequent. Security issues within the software can take a long time to get patched, and new features and few and far in-between.

Peter
Software Project Manager in US
Verified LinkedIn User
Computer Software, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

Spiceworks keeps me always alert and well informed of the workings of my teams at all times.

5.0 5 years ago

Comments: It is an excellent system that gives me the opportunity to visualize the state of my network, which allows me to be always informed, updated and alert to any inconvenience that our equipment may present. We have been able to monitor our servers and switches using any agent that is installed on each one. With Spiceworks I have been able to scan all network devices and desktop computers with windows in a very simple way.

Pros:

This system is very easy to use and configure, even for users who are just starting out in these activities. It has the main property of always keeping us informed of the state in which our servers and switches are located and in case of any problem Spiceworks will alert us even before it occurs. Another feature that has benefited us is that it is not necessary to log on to an individual computer, we just have to open the system and be able to buy everything. It is a fully automatic system and we can use it from any type of device that is integrated into a browser compatible with the system, provided that the data is hosted on the computers of the internal network of our company.

Cons:

Sometimes the system can become a bit slow, especially when we access the system through low-income or old-order ones.

Richard
IT Mgr in US
Health, Wellness & Fitness, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Free, Reliable and Easy to use Helpdesk

5.0 7 years ago

Comments: Easy, Reliable and Free Helpdesk Software

Pros:

We love Spiceworks Helpdesk. It is so easy to use, feature rich, and reliable. It allows our user to submit a helpdesk via e-mail or by using our spiceworks helpdesk portal. We have multiple technicians and departments, so once a ticket comes in it can be assigned to a certain technician or department automatically based on rules we assign. Certain technicians can see all tickets while others can only see their own, which is good for security and privacy issues. You can add notes and attachments to tickets and also add KB article or replies you post frequently so you don't have to retype common replies or solutions over and over again.

Cons:

Sometimes it will run into an issue where the spiceworks page will be down but usually it is easy to resolve or a quick reboot will fix it.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

IT HELP DESK.

5.0 5 years ago

Comments: I highly enjoyed using this product and now with the other clients I manage with large office staffs we are also moving to this system.

Pros:

I used this ticket system when I was apart of a IT team that setup a new casino network, software, servers and etc. I started with this software and a IT Tech user and handling my tickets. This software helped me do my job more effectively. I handled my tickets and assets in one location. It allows you to keep track of which user gets which device and I used the assets by mac address. Which in the end saved me a lot of time and frustration. Other techs didn't use the asset the same way so tracking down your devices after deployment is a nightmare. Even from the end user traning was a lot easier to handle because how easy this software is to use.

Cons:

I'm not sure if this is a software issue or a setup issue. But when a user sends a email it would not auto fill in the info for the level of urgency.

Clint
Desktop Support Analyst in US
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Very good for free

4.0 3 years ago

Comments: I liked it, but my boss didn't like the tracking and reporting end of it

Pros:

It was free and easy to use. Lots of support from other users that also help out with other software.

Cons:

Asset tracking wasn't the best, inaccurate and the reporting isn't the greatest.

Jim
IT Specilaist in US
Real Estate, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Spiceworks Help Desk has made my life easier

5.0 6 years ago

Comments: I am able to track and prioritize work that needs to be done and communicate with the user about the progress of their request.

Pros:

It enables my user base to submit requests easily and allows me to communicate effectively with those users as far as the progress of the request and helps me to track requests. No more losing my "To Do" list. In addition, I can add a ticket for something I want to get taken care of, assign it a priority and follow updates all from one place. I also have the ios app so I can see it anywhere. In addition to all that, it is free!

Cons:

It's hard to say what I don't like because I am not terribly familiar with other Help Desk Software for comparison. The initial setup was a little confusing for me. There was support but it was email and so there was a bit of time delay. Getting users to understand that they don't need to send a new email everytime because it creates a new ticket has been a challenge.

Travis
Travis
It Security Manager in US
Verified LinkedIn User
Automotive, 501–1,000 Employees
Used the Software for: Free Trial
Reviewer Source

Alternatives Considered:

Best Free ITSM you need

4.0 4 years ago

Comments: SO i came from a government contract and our ITSM is all based on lowest bidder, Spiceworks excels far better than those software's I used .

Pros:

The ease of putting in tickets and meeting resolution target without much communication loss is imperative to all IT operations.

Cons:

So i used the free version of the software being in a start up environment, that being said the software has a ton of adds.

Bryan
Manager of IT and Operations in Canada
Accounting Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Spiceworks Just Works

5.0 5 years ago

Comments: Easy to use from all sides. Technicians are able to determine and prioritize all issues and users have a one stop shop for help.

Pros:

Pretty much everything. It is so comprehensive and makes everything I do easier. From manging my inventory to generating reports, to monitoring every system I have down to the postage machine, it's an incredible product, and oh, it's free! Mission critical software I couldn't possibly live without.

Cons:

Splitting hairs, but if I had to say something negative, it would be that getting it to report properly on your inventory take a bit too figure out. But one your do, it's seamless and intuitive.