# Spiceworks Cloud Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Spiceworks Cloud Help Desk the right Help Desk solution for you? Explore 585 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews --- Spiceworks Cloud Help Desk 4.4 (585) [View alternatives](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated June 15th, 2026 # Reviews of Spiceworks Cloud Help Desk Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews Active IT peer community 90% positive reviews out of 71 Most reviewers describe community support as a valuable resource for troubleshooting, advice, and shared IT knowledge. Recurring software glitches 65% negative reviews out of 55 Some reviewers indicate bugs and issues, including crashes, plugin incompatibilities, and occasional configuration problems. Comprehensive network oversight tools 90% positive reviews out of 41 Most reviewers find network monitoring provides straightforward setup, real-time alerts, and broad device visibility. Overwhelming email notifications 54% negative reviews out of 48 Some reviewers find email notifications difficult to manage, often requiring significant adjustment to avoid overload. John S IT System Administrator, 51 - 200 employees. "Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided." Cost-effective for small teams 90% positive reviews out of 31 Most reviewers indicate small business support offers affordable, easy-to-use IT management with minimal setup. Sluggish performance at scale 81% negative reviews out of 27 Most reviewers report performance and speed issues, especially with larger networks or increased device counts. ## Showing most helpful reviews Showing 1-25 of 585 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Joshua O. System Administrator Banking Used the software for: 1-2 years ### "Ever looking for an IT Asset Management App to use ..... Spiceworks has it all" December 20, 2022 5.0 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 Reason for choosing Spiceworks Cloud Help Desk I was introduced to Spicework by my colleague because he had used it in his formal office, I trusted his judgment over app usage and I went to spiceworks, and ever since 2019, spiceworks has being making my work a lot more easier. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Using microsoft excel for documenting my IT Assets is not professional when we have the right tool to use which can be integrated to the active directory. Review Source JP Jason P. Director of IT Non-Profit Organization Management Used the software for: Less than 6 months ### "The Society's review" September 25, 2025 4.0 Pros Super easy to use, straightforward, and simple. Covers everything I need. HIPAA protected and budget friendly. Cons Could use more customization options, end users struggle with getting setup and accessing at times. Almost too simple. Switched from [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Price is better, and ease of use both for user and tech Review Source TC Tom C. IT Technician Non-Profit Organization Management Used the software for: 6-12 months ### "Could do better" March 24, 2025 2.0 Pros The price point compared to other solutions Cons The adverts are sometimes annoying and also the mobile app is very buggy Review Source GT Gancho T. ICT Coordinator Education Management Used the software for: I used a free trial ### "When I use Spiceworks Cloud Help Desk, my life is simple" February 13, 2026 5.0 When I use Spiceworks Cloud Help Desk, my life is simple, I have no worries, and, most importantly, it is free, which we in poorer countries can't afford. Thank you, Spiceworks Pros Everything, no special thoughts, and keep going like this. If you add something analogical, only you can ruin the whole system. Cons Maybe the commercials from the right side, if you are not protected, and they keep coming and coming again, and again Review Source Shayla B. Human Resources Specialist Internet Used the software for: 1-2 years ### "It works well for a small business support desk" March 17, 2023 4.0 The UI is intuitive and easy to use, especially if you're new to helpdesk software. It's easy to use and efficient, making it ideal for a company with a small support staff. It's simple to use; I was able to set up my agents and ticket alerts and begin receiving tickets in a matter of minutes. Pros For internal clients, we rely only on Spiceworks as our ticket-based support system. If a user experiences a problem that can be resolved by IT, they need only visit the site and, in a matter of seconds, create a ticket that includes screenshots and other information that will aid us in fixing the problem as soon as possible. Cons My only gripe is that it is not simple to view all tickets in one place, regardless of their status, using the "my tickets" feature. Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[Splunk Enterprise](https://www.capterra.com/p/94317/Splunk/) It provides a central hub where staff members can report technical difficulties for resolution by our support team. It's better than email, and we've started using it as a learning and development tool. Review Source RS Raul S. Professor Education Management Used the software for: 2+ years ### "SAC Spiceworks Cloud Help Desk" November 22, 2025 5.0 Overall, Spiceworks Cloud Help Desk has been a godsend of a program to teach critical IT help desk skills. Students are able to follow the entire life-cycle of an IT related situation including tickte submission, documentation, progress, reporting and resoltion. Pros I use Spiceworks Cloud Help Desk to teach my CompTIA Tech+ and A+ students IT helpdesk skills through exercises and labs where I demonstrate real-world IT service tickets and situations. And they're tasked with submitting proper ticket documentation and possibly solution steps. And Spiceworks Cloud Help Desk has been the perfect program to give these future IT professionals the invaluable hands-on experience and skills to garner themselves and excellent IT jobs. Cons Only very rarely when creating the Spiceworks Cloud Help Desk user accounts, the account needs to be created more than once. But that could have been a typo on my part or a bad user email. Review Source CP Chad P. Director of Technology Education Management Used the software for: 2+ years ### "Spiceworks really Works for us!" September 30, 2025 5.0 Spiceworks Cloud Help Desk is everything we were looking for in a ticket management system. It helps us to be efficient and support our end-users. Pros Spiceworks helpdesk is vital to our operations daily. We use it to keep us organized and on top of all of our users issues. The learning curve of the system is minimal. I like the fact that the ticketing system helps us to keep a close watch on any security needs our users may have. It is a great value for the money. I have noticed a lot of customization options. I have NOT noticed any bugs or issues. My favorite feature of Spiceworks has to be the ticket management. We looked at alot of systems but Spiceworks was by far the best. Cons I really do not have any cons about Spiceworks. I wish we had found the solution earlier in our District. Review Source NY Naz Y. Technology Integration and Support Specialist Education Management Used the software for: 6-12 months ### "Easy ticket management, I like it!" February 4, 2026 4.0 Overall it makes my life easier, I can easily follow the issues happening in our campus, bugs happen but I don't complain. Pros It is my first ticketing system experience and I can say that it was easy to learn, it took me only a day to figure out everything. I believe they care about security because even sometimes I have to re-login in the middle of the day even if I was just switching the tabs on the browser. We are a small team (2 persons) so I believe we are using the free-tier and it covers everything we need. Cons There is one bug happens sometimes when I try to reply a customer inside the ticket. The system shows that message sent and I can see it on my dashboard but there was few occasions that customer reported that they didn't hear from us even though we replied to their message. When this issue happens we try to remember and reply the customer over email. Review Source JB Jim B. IT Manager Construction Used the software for: 1-2 years ### "Great product " October 15, 2025 5.0 My overall experience has been pretty positive. We are a small IT team that supports a few hundred users. The help desk system is intuitive and efficient. Our users can submit tickets quickly, track progress, and get updates. It keeps us accountable and users well informed about where their ticket is in the system. Not to mention inventory management, a user creatable knowledge base and an active user forum. It's pretty indispensible here now. Highly recommended for anyone looking to simplify IT without sacrificing quality. Pros I think my favourite feature is that users can start tickets themselves by simply sending an email to our helpdesk email address. Cons I think you have to login a bit more than neccessary but hopefully they will fix that. Every 3 weeks or so I'm forced to login again. I get the security concern but it would be nice if they could just remember my browser as a trusted device all the time. Review Source JRJ Jerren Randle J. Payroll Clerk Food & Beverages Used the software for: 2+ years ### "Solid Product" January 26, 2026 5.0 On a day to day basis our team utilizes spiceworks to receive and respond to customer inquiries in a timely fashion Pros Efficient way for our team to receive and respond to customer inquiries. Our team is able to re-access any closed tickets if research is required. Cons The inability to view a sender's email address without having to go to the main cloud log in. There also have been some access issues in the past. Review Source JS Jeffrey S. Dir of IT Wholesale Used the software for: 2+ years ### "Spiceworks helps multiple departments with more efficient reaction time and decisions. " December 9, 2021 5.0 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. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Spiceworks Cloud Help Desk Having experience with Freshdesk which is a good product, the price sold it on us for the Review Source PC Patrick C. System Admin Computer Software Used the software for: 2+ years ### "Best ticketing system" February 10, 2020 5.0 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. Reason for choosing Spiceworks Cloud Help Desk This was more user friendly and the tools that are available were better for what we were looking for. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) We needed a better way to track tickets online for all users to access it in one spot. Review Source WC William C. IT Manager Education Management Used the software for: 1-2 years ### "Great Stuff Cheap" September 19, 2025 5.0 I am a long tim Spiceworks user and you can't beat the price. I don't think I would use another product at this point. Pros I have been using this daily for 3 and Half years with out fail. It is always available when I need it. Cons I haven't seen any yet. If there was anyone thing that gives me a hard time it the 2 factor Authentication. Usually I just close and go back in. Review Source JC Jack C. IT Lead Primary/Secondary Education Used the software for: Less than 6 months ### "Other solutions are better" October 24, 2024 2.0 I started using it when I first joined my current company as this was what they had been using at the time. I hated it so much I proposed other solutions that I had used in the past. We ended up going to Freshdesk and now the rest of the team understands why I wanted us to move. Pros It did the very basics and it was free and relatively easy to use. Cons It was very clunky, glitched frequently. The UI was extremely ugly. Review Source VR Verified Reviewer Manager, Business Systems Wholesale Used the software for: 2+ years ### "SpiceWorks does the job, for free-ninety-nine." October 17, 2019 4.0 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. Review Source Jesica B. CRM Manager Insurance Used the software for: 1-2 years ### "Spiceworks will answer all your questions" March 7, 2019 5.0 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. Review Source VR Verified Reviewer Information Technology Officer Government Administration Used the software for: 2+ years ### "Spiceworks IT Helpdesk offers great value for money. Most outstanding is the support." May 4, 2018 5.0 The software provides a complete inventory even if stretched over multiple locations and networks; a complete ticketing system, knowledge base system and many other tools that are of good quality to manage day to day incidences and requests. The inventory scan provides great detail of networked devices and peripherals e.g. serials, make, model, status, warranty and many more. Customisable views allow you to quickly focus on the details necessary to troubleshoot issues. Pros Community forum. Personally, I consider forums a waste of time since you normally have to look for ages and still never get the answer you need. Communities are based that "someone has experienced this problem before" and is willing to share in all detail what the problem (can be awkward) and share the solution as well. On the Spiceworks community (cheers!), we have always found answers that you usually only find on paid communities (details, scripts etc). The software (FREE!) gives you a great overview, even if you are spread over multiple locations and/or multiple networks. A complete inventory and a ticketing system that are customisable and ready to integration software and scripts. What more do you want for free? Cons This is definitely not the worst but it takes a bit of getting used how Spiceworks operates. Like other platforms there is a learning curve. Some integration with other 3rd party software might not be straight forward but then there is the awesome community. Review Source AT Amber T. IT Project Assistant Consumer Services Used the software for: 6-12 months ### "Very User-Friendly" August 30, 2018 5.0 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. Review Source VR Verified Reviewer Director of IT Higher Education Used the software for: 2+ years ### "Considering the cost, it's a VERY powerful application" August 29, 2018 4.0 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. Review Source GC Guillermo C. IT Director Religious Institutions Used the software for: 2+ years ### "So far one of the best helpdesk system I tried" February 15, 2023 5.0 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. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Spiceworks Cloud Help Desk Cost and Maintenance Review Source VR Verified Reviewer Director of Family Ministries Religious Institutions Used the software for: 1-2 years ### "Confusing, Complicated Help Desk Management" September 12, 2022 3.0 With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to the correct people, the Spiceworks causes more business problems than it solves, and we have moved on to other products that better address our needs and organizational priorities. Pros The ability to respond to tickets via email with particular commands (such as assigning to a particular person, closing a ticket, etc) is very nice, and the web portal for end users to request support is nicely customizable. Cons Two features of Spiceworks stand out as the least polished and most frustrating. First is the way the software deals with custom attributes for tickets. This information is tucked away in a secondary menu, cannot be easily included in email notifications of a new ticket, and is very difficult to export in any format that makes it remotely usable. Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of the software to consistently CC administrators based on the content or attributes of the tickets. I have spend many hours trying to fine-tune the settings to make sure that my fellow admins and IT techs are not bombarded with emails while also getting notifications about tickets that are relevant to their work, but have given up at this point. Review Source JB Jason B. Network Administrator Utilities Used the software for: 2+ years ### "Spiceworks - old but still very useful" December 20, 2022 4.0 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. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Lansweeper](https://www.capterra.com/p/126334/Lansweeper/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Review Source ugwu C. CFa Computer Software Used the software for: 1-2 years ### "Mainstream spicework review " December 24, 2022 4.0 It make network infrastructure and cloud base management effective as an end user. Pros It's extensible and easy monitoring for use Cons It's will be eventually replaced by new cloud developers, because it development phase is slowly shelving momentum. Reason for choosing Spiceworks Cloud Help Desk Logicmonitor Review Source Daniel B. Director of Communications and Information Technology Law Enforcement Used the software for: 2+ years ### "It's great, setup is a pain" April 24, 2019 5.0 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. Pros Extremely easy to use as a user and an administrator. Users simply send an email to a pre-defined email address (help@domain.com) 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. Cons 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. Review Source VR Verified Reviewer System admin Information Technology and Services Used the software for: 1-2 years ### "IT HELP DESK. " March 26, 2020 5.0 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. 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