Who is this service for?

IT pros! There's nothing better than making our IT profesional's lives easier. No matter if you're a CTO, IT manager, IT support specialist, or sysadmin - Spiceworks has something for you.

About Spiceworks

The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today!

Average rating 4.4/5

Total score
4.4
“Ease of use
4.5
User support
4.5
Features
4.3

Product details

Starting price:

1usd / per month
more about prices

Free version:

Yes

Free trial:

Yes, get demo

Desktop & Mobile Platforms:

Mac

Windows

App - Android

App - IOS

Cloud, SaaS, Internet

Training:

Documentation

Online

Support:

Working hours

Online

Software Developer

Spiceworks Ziff Davis
https://swzd.com
Set up in 2006
United States

Features

Access Controls/Permissions
Activity Monitoring
Alerts / Escalation
Alerts/Notifications
Application Management
Assignment Management
Automated Routing
Bandwidth Monitoring
Bandwidth Troubleshooting
Baseline Manager
Call Center Management
Capacity Management
Change Management
CMDB
Compliance Management

Configuration Management
Connectivity Management
Contract/License Management
Customizable Branding
Dashboard
Data Visualization
Diagnostic Tools
Document Storage
Email Management
Event Logs
Firewalls
Full Transaction Diagnostics
Historical Audit
Incident Management
Internet Usage Monitoring
Intrusion Detection System
Inventory Management
IP Address Monitoring
Issue Auditing
Issue Scheduling
IT Asset Management
Knowledge Base Management
Knowledge Management
License Management
Macros/Templated Responses
Maintenance Scheduling
Mobile Access
Mobile Network Troubleshooting
Multi-Channel Communication
Network Analysis
Network Monitoring
Network Resource Management
Patch Management
Performance Metrics
Procurement Management
Project Management
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting/Analytics
Resource Management
Root Cause Analysis
Self Service Portal
Server Monitoring
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Social Media Integration
Task Management
Threat Response
Ticket Management
Uptime Reporting
VPN
Vulnerability Scanning
Web Traffic Reporting
Workflow Configuration

Alternatives Spiceworks


P
Pauline K.

«Useful but Decided Not to Keep Using it (used cloud version)»

Usability

Support

Features

4

Overall rating

Benefits:

Easy to use. Reporting feature is cool to see what response time is, can export a report to CSV. Nice for supervisors to see what is being worked on. It splits up the responsibility of the tasks and we know who is responsible.

Drawbacks:

Any yahoo.com emails would not get the creator labeled properly so if we were to respond to that ticket, it wouldn't go to the actual creator. Staff found it cumbersome and difficult to read the small font and to follow the thread.

In sum:

I used the cloud-based version of Spiceworks for our tech support team as our ticketing system. It was a way to keep track of all the inquiries, a way to divide tasks, keep track of how quickly these tasks were getting done and what topics are being worked on the most. Spiceworks is very easy to get off the ground, very easy to use. I liked the categories, having its own portal, & email address. I used it with my google group so anyone who emailed our specific email would then get forwarded to Spiceworks and from there it would automatically generate a ticket. I found it great to take a quick look to see productivity and efficiency of the team. It's a centralized location and prevents topics/emails from being forgotten.

September 23, 2021
Feedback source: the Internet
R
Richard W.

«Free, Reliable and Easy to use Helpdesk»

Usability

Support

Features

5

Overall rating

Benefits:

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.

Drawbacks:

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.

In sum:

Easy, Reliable and Free Helpdesk Software

September 18, 2021
Feedback source: the Internet
O
Omar G.

«Excellent Help Desk, Easy To Implement»

Usability

Support

Features

5

Overall rating

Benefits:

It is a very complete help desk allows you to have a great visibility of what is happening with the statistics of category breakdown, work by engineer, attention time, etc.. In addition you can create an internal knowledge base, allows you to have your inventory of equipment, reports, purchase records associated with a ticket, etc.. It is very easy to use for the end user because he only has to send a mail to a specific email address and his ticket is registered in the system. It is very stable and reliable.

Drawbacks:

It takes time to adjust it to your needs, but it has a great forum where everyone helps you.

In sum:

We needed a help desk that was not only to record computer problems, but we also wanted to help us have greater visibility of the IT environment, computers that fail more, more common failures in the equipment and take advantage of that information to improve. Is very easy to implement, has integration with active directory and the visibility it gives you of the IT environment. The web site has a very complete guide for its installation and deployment. The tool goes beyond a simple help desk as you can have there Your inventory of equipment (hardware and software) and for example uninstall applications from the help desk.

September 10, 2021
Feedback source: the Internet
M
Matthew B.

«Help Desk Where You Want It»

Usability

Support

Features

5

Overall rating

Benefits:

I started using Spiceworks in the cloud and then copied the database and importing it to our VM and lost nothing. It is an efficient and easy to use platform. Adding techs and break-fix categories to track what needs to be improved proved to be successful. This allows IT to focus on root cause and then to deploy solutions to prevent the same.

Drawbacks:

The reports need to be streamlined to remove redundancy. Quantity is not always a good thing and by compressing and focusing on key areas the reporting could be a lot better and less fractured.

In sum:

Starting a new role in the organization that had no Help Desk and no history or structure; Spiceworks proved to be the single biggest one thing that could be done right that would yeild improved IT services to the organization. User responsibility shifted to reporting IT issues using email and overall satisfaction improved and service impacting issues due to weaknesses in infrastructure, bad procedures or mislaid processes were identified by the ticketing system and corrected.

September 6, 2021
Feedback source: the Internet
V
Verified Reviewer

«IT HELP DESK. »

Usability

Support

Features

5

Overall rating

Benefits:

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.

Drawbacks:

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.

In sum:

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.

September 5, 2021
Feedback source: the Internet
W
William B.

«Spiceworks - The Ultimate Help Desk?»

Usability

Support

Features

4

Overall rating

Benefits:

We have been using Spiceworks for 3-4 years and I absolutely love it. It allows our team to stay on task, easily communicate through notes on tickets, and most importantly get work completed efficiently. We obviously chose this software because it was free, but kept using it because it was easy to use, easy to configure, and had a large community of support behind it.

Drawbacks:

Some features of Spiceworks simply don't work well. Such as the inventory component of the software. It attempts to gather all the computers in your domain and place them in an inventory so you can track and monitor them, but at least half of our PCs just don't report in no matter how much troubleshooting we try.

In sum:

Spiceworks is an excellent (and FREE!) option for an IT help desk. I guarantee you won't regret at least giving Spiceworks a quick test drive to see if it is a good fit for your team.

September 3, 2021
Feedback source: the Internet
V
Verified Reviewer

«Considering the cost, it's a VERY powerful application»

Usability

Support

Features

3

Overall rating

Benefits:

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.

Drawbacks:

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.

In sum:

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

September 1, 2021
Feedback source: the Internet
Michael M.

«100% free help desk and ticket resolution solution.»

Usability

Support

Features

5

Overall rating

Benefits:

As I said above, it's FREE. For lower volume IT houses it's pretty great. We have a basic setup where emails sent to a support address automatically open a ticket. I operate almost exclusively from my phone and we've never had an issue creating, working on or closing tickets in the field or in the office.

Drawbacks:

Nothing more serious than the occasional hiccup when an update is released for the mobile app and features are either shuffled around or changed so much they aren't easily uncovered again. Also, if it did more to auto-populate the fields for the name of the person who submitted it, what it pertains to, which software or hardware they're looking for help with, that would be great.

In sum:

As I mentioned previously, a majority of our users are primarily mobile and being able to stay in touch with each other and with the client (who we can set up to receive notifications of their own when a ticket they created is edited) is essential. Further, there's no reason not to try it out because there is no financial commitment to worry about.

September 1, 2021
Feedback source: the Internet
V
Victor A.

«Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!»

Usability

Support

Features

5

Overall rating

Benefits:

The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code. We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network.

Drawbacks:

Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning. Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features.

In sum:

I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies. For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements.

August 25, 2021
Feedback source: the Internet
Daniel B.

«It's great, setup is a pain»

Usability

Support

Features

4

Overall rating

Benefits:

Extremely easy to use as a user and an administrator. Users simply send an email to a pre-defined email address ([email protected]) and a e-ticket is automatically generated. My IT staff receives notifications via email as well as the mobile app. IT Staff is able to assign tickets, respond to users, set categories, etc. very easily. Best of all, it's FREE.

Drawbacks:

Set up was very difficult. It took us a few attempts to get it working. But once it was up and running, it keeps on going.

In sum:

We used to rely on word of mouth or emails that would generally get lost. I am now able to keep track of all user submitted tickets to see where my staff is and ensure that things get completed. It also makes it much easier for users to report an issue. Previously users were discouraged from reporting technical issues because there was no guarantee the issue would ever be addressed. We now have accountability.

August 24, 2021
Feedback source: the Internet