Spiceworks Reviews

Ideal free helpdesk for small to medium businesses

Comments: Overall I have been very happy with Spiceworks, especially the community of users.

Pros:

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Cons:

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

Help Desk Where You Want It

Comments: 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.

Pros:

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.

Cons:

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.

So far one of the best helpdesk system I tried

Comments: So far, it very helpful, I easy can track problems and present reports base on the number of tickets. Very helpful

Pros:

It is not that complicated to track your time and the money you could earn, I can add categories and users with a click, alerts and more

Cons:

The mobile app needs some improvements, also no iPad size yet, currently I am using a Samsung tab S8 ultra, the ads are taking mostly of the screen.

Spiceworks is good for small companies

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.

Ever looking for an IT Asset Management App to use ..... Spiceworks has it all

Comments: My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation.

Pros:

The beauty of updating IT Assets all in one place from Mobile device to Laptops to Printers and the ability to save credentials for assessing those devices in a shot note for easy of continuity.

Cons:

I haven't find any fault using the app, so there is non for me to write

Best ticketing system

Comments: This tool has been great for us. It’s very user friendly which was better then other ticketing systems we looked at. It’s been very beneficial to be able to keep track of our tickets. One huge benefit is the use of the mobile tool to be able to access and our modify the ticket when our users are on call

Pros:

Great tool for ticketing system. Being a small company we used excel to track calls and troubleshooting with customers and we needed a better solution to keep track of all the calls and tickets created. It’s been great that we can access this in office and on our mobile device to refer to past notes in a ticket when we are on call. One benefit that we love is adding and modifying fields in the ticketing system to keep track of certain information of the customer

Cons:

Having gone from tracking our own calls manually this has been a huge benefit and we haven’t noticed any downsides to using this.

Spiceworks Help Desk

Comments: Spiceworks has been very good for us as a Help Desk software. My admins and users had an easy time in implementing this software

Pros:

Of course the cost since it is Free. Easy to deploy and users to understand

Cons:

Does not have all the features and reports that others have, but that is offset by the price

Spicy goodness

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

Great community, basic features and many integrations

Comments: Spiceworks was great to begin with but as the company grew, the features and requirements we needed also grew so we needed to move away. For a small company, this would be a great starting point.

Pros:

The helpdesk is the main feature of Spiceworks and works well, the community as well are very knowledgeable and welcoming which is great when you have any issues or queries, you don't need to directly contact Spiceworks Support but rather you can discuss it with the general community. The software being free is also a big positive because unless you're a big company, it's another expense which you can avoid and still get a great service desk.

Cons:

The UI was the most disliked feature of this software, it felt very outdated and the theme customisation was very minimal as well.

Spiceworks - You Get What You Pay For

Comments: We were not happy with the outcome as it was more limited in it's reporting capabilities and it's ability to properly track metrics. We made it work but eventually had to replace it in our organization due to the limitations previously mentioned.

Pros:

It was a low cost option that provided most of the features and functionality we were looking for in a Help Desk system.

Cons:

The reporting features were minimal and the ability to create usable ticket flows was limited.

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

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.

Very User-Friendly

Comments: It's been great. Since we've started using this (about a year ago) it has definitely improved our productivity, communication, and efficiency as an entire IT dept.

Pros:

Oh, where to start! I love that anyone in our company can email a specific address that we have set up to forward from Spiceworks and it will automatically forward it to everyone on the IT team so we don't have to continue checking the actual software every 5 minutes. Also, when someone responds, it goes directly to the ticket assignee's email and we can respond from either the platform or our emails. It's also nice that it sends reminders of open tickets or things that have been untouched for a while. I like the dashboard to see the frequency of opened/closed tickets, as well as see which issues are the most prominent. The actual tickets have areas to specify the category of the issue as well as a 3rd party ticket# so it's easy to find. There is also a knowledge base that we can refer to people who have had similar problems as others in the past. And everything is in the cloud so we don't have to host anything to ensure that it's saved :) They just added a remote session option too which could come in super handy when troubleshooting an issue. Oh, and I like that it has internal as well as public notes and it saves a history of everything so can go back and revisit a closed ticket that was taken care of months ago.

Cons:

The attachments are a little finicky. As in, it doesn't allow "inline" attachments (for when I want to show a screenshot in the middle of my explanation). And if I want to download a screenshot from a ticket, I have to right-click it and save (not a big deal) rather than just click on the print icon that's usually present in other attachment previews on different sites (like Gmail, per say). But honestly, I haven't really dealt with many other IT ticket help desk platforms so I don't really have anything to compare it to. The only other things I don't like are things that are user-error based. Like how if we don't update the category or the ticket type in the actual ticket, the proper stats won't show in the dashboard.

Essential to my daily function

Pros:

This is a free product, which in itself is impressive when you consider what you are being offered. In addition to a customizable ticketing system, you are given an inventory system, and a newly added network monitoring function which so far has been nothing short of impressive (Until now I have been using PRTG Monitor, which in itself is a wonderful tool, but not free.) The initial setup is very easy, and and Spiceworks as a service has very low hardware requirements, meaning you can run it on an older laptop fairly well. The reporting function is a massive lifesaver, as it can help you generate a flexible list of everything from tickets (very flexible in what you want displayed, and how you want it sorted,) to your IT inventory (sorted by office location, purchase date, etc.) The ability to send these reports to our company's upper management to show hours spent on particular projects per month, or what assets need to be replaced due to original purchase date, is a very big plus. The community portal itself is full of helpful people who are always willing to share their knowledge. On multiple occasions where I had to find a solution to a technical problem, I found people who were quickly able to pull more details from each instance, and provide a brief list of solutions in a fairly short amount of time. When you are backed against a wall, this can be a massive lifesaver.

Cons:

Plugin compatibility. Some older plugins may no longer work well with newer version of the software, as well as some of the newest plugins requiring the latest update, but these are just minor nitpicks.

Excellent Help Desk, Easy To Implement

Comments: 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.

Pros:

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.

Cons:

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

Perfect starter IT Help Desk software with additional tools for Small Business sysadmins

Comments: Our small 3-person IT team needed a basic and easy-to-use helpdesk software for our technicians and end-users. Spiceworks was easy to install and meets all of our requirements, with a little bit of feature bloat (but it's free!). While I am sure we could pay money for a more customizable, modular, ad-free system, its simplicity and reliability is incredibly valuable in our IT department.

Pros:

-Offers basic helpdesk features - email to ticket, email notifications, simple reports/metrics - and a simple interface for L1+ technicians. No training is required -Knowledge Base is a great place for documentation, and to refer users for duplicate tickets -No frills, easy to setup, requires virtually no maintenance when hosted on a Windows server (we do not use the cloud version)

Cons:

-Inventory and Network Monitor just seem to add bloat for the minimal usefulness that they are - we can do a better job with other free tools like The Dude -Paying to remove ads still won't reclaim any screen space that they take up, just a replacement with your own graphic - I don't believe this is worth it

Everything you need to just open and close tickets

Comments: Our company provides IT support to several customers. Specifically we have installed Spicework to handle the tickets of one of our customers. The organization of our client has approximately 50 users. Spicework has worked without any problems so far. We went from receiving requests via phone or email to having a system to organize the tickets, status and expiration dates.

Pros:

This is a simple software that will allow you to manage the opening and closing of tickets for your organization. You can keep track of open tickets, assign them and make comments. All changes in a ticket automatically generate an email to those involved in them. It also detects on the network new computers, software changes, even can send alerts when there is little tonner in some printer or when there is little disk space on some computer in the network. This can be of great help to an organization's IT teams

Cons:

It can be difficult to install and configure and help is not always immediate. Apart from this it can be a simple tool for the end user.

IT Support at its finest!

Pros:

Where to begin - there are so many features and services that we have come to rely on in regard to Spiceworks such as: -Remote data collection on all devices: you can see when a hard drive is out of space before it becomes a problem -Remote data collection on logs: you can see when someone had some log errors and they don't know about it and you catch a system-wide upgrade issue before it affects everyone -Software reports: see who has what installed and if it fits in the companies guidelines -Seamless integration between ticket creation and purchasing. Also, Vendor participation that allows vendors to directly communicate with the whole community and help out, without all the trouble of phone calling and long wait times.

Cons:

The only thing we have identified that Spiceworks doesn't do is patch management but word is they are working on that.

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

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.

Free, Reliable and Easy to use Helpdesk

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.

Very good for free

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.

Spiceworks is awesome!

Comments: It's amazing that the software is free. We were able to implement a proper help desk system with all the features we needed at no cost. The Spiceworks online community is amazing. The knowledge available there is as good as any other source on the Internet.

Pros:

It's free. The help desk functionality does exactly what it's supposed to do. Users can submit tickets via email or through a portal, and support staff are notified and can acknowledge the tickets right away. When ticket updates are entered promptly, it provides excellent visibility into the life of a trouble ticket. The Spiceworks community is amazing. It's our first stop when searching for answers to tough problems.

Cons:

We occasionally have issues with the system not checking email for new support tickets. A restart of the software solves the problem.

Great Helpdesk product and it's FREE!!!!

Comments: I have had an overall great experience with this product. I have used it at two different jobs over the last 10+ years and it has always stayed free and always gotten better.

Pros:

The fact that it is 100% free is amazing. Secondly, it is very easy to setup, maintain and to use. It solves all of our needs for documenting our work via a ticketing system. Its reliable and also the Spicework Community is a great resource for answering technical questions. We actually use two installations of this: one for the IT team to document their work and also one for our Maintenance department to document maintenance requests and tickets and it works great.

Cons:

The software is not perfect and sometimes locks up or stops working and must be restarted. Other than that, I have no complaints.

Above average Trouble Ticket System

Comments: I work in Government Agency and we use Spicework as our IT Ticket System. We instruct our users to open Tickets and the Tickets send emails to the IT Team Members who then comment and or update the Ticket.

Pros:

The Website Portal is very intuitively laid out. Creating Tickets and then Commenting on them makes it easier to work as a Team and tackle a wide variety of IT problems. The Website Portal also makes it easy to merge similar Tickets together.

Cons:

The software to setup your own Spiceworks Ticket Server is practically free, the only draw back is the ads. Not a very big deal the ads are not in you face or play annoying music like some websites are starting to do. To clarify Spiceworks ads do not play any music and are at least IT related.

SpiceWORKS

Comments: It is free, there is a ton of content in the forums and nice little giveaways. (I have gotten many pairs of socks and Gift Cards though this.)

Pros:

I love SpiceWorks. There are so many features when using SpiceWorks. There is a Forum that you can use to get help or chat with other users. There are giveaways and discounts for products. The ticket system is fantastic. When submitting tickets you can run reports and schedule them to pull a specific type of ticket and run a report at a specific time. It is super user friendly. There is too much content to name here.

Cons:

The inventory Scan feature is not always accurate. The periodic upgrades are annoying, and some upgrades makes a drastic change. The mobile app is quirky. Does not support MAC OS

Talk about professional IT software, this one is the top

Comments: Manage the IT support department with ease.

Pros:

How about a super product, that has everything you need to manage as many companies as you need the right way... and for it to be absolutely free. That is what spiceworks brings to the table, a top product at an unbeateable price... FREE! You have unlimited everything, and you can manage your suport with a ticketing system that is well thought out. Not only that you have access to all the it pros that are also part of spiceworks. This is a must tool for an IT manager

Cons:

There is nothing not to like. You can't beat the price, you can't beat the software. This is a solid solution for IT professionals of ANY size.