--- title: "Spiceworks Cloud Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Spiceworks Cloud Help Desk the right Help Desk solution for you? Explore 586 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/" page_type: "reviews" language: "en" --- Spiceworks Cloud Help Desk 4.4 (586) [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 July 23rd, 2026 # Reviews of Spiceworks Cloud Help Desk Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews GM Gannon M IT Infrastructure EngineerLogistics and Supply Chain, 201 - 500 employeesUsed the software for: Less than 6 months. “I also appreciate the feature that lets end users submit their own tickets via a dedicated email address, which streamlines the support process and reduces manual entry on our side.“ October 6, 2025 GM Gannon M IT Infrastructure EngineerLogistics and Supply Chain, 201 - 500 employeesUsed the software for: Less than 6 months. “Additionally, the ticket search functionality could use improvement, it's difficult to locate closed tickets, and there's no easy way to search by the user who submitted the ticket.“ October 6, 2025 MM Michael Uber M IT SpecialistEducation Management, 51 - 200 employeesUsed the software for: 1-2 years. “The Help Desk has been a lifesaver because when I am out on campus I get hit with a lot more requests than I could ever remember, and being able to quickly put a ticket into the system using the mobile app helps keep me from losing track of an item that needs my attention.“ September 15, 2025 mu mariana u HR RecruiterHuman Resources, 201 - 500 employeesUsed the software for: 1-2 years. “One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms.“ February 20, 2026 SS Simon S Director of TechnologyEducation Management, 11 - 50 employeesUsed the software for: More than 2 years. “It helps organize my daily support tickets as well as created a hub of issues that need to be attended to.“ September 15, 2025 JS John S IT System AdministratorConsumer Goods, 51 - 200 employeesUsed the software for: More than 2 years. “Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided.“ February 18, 2026 GM Gannon M IT Infrastructure EngineerLogistics and Supply Chain, 201 - 500 employeesUsed the software for: Less than 6 months. “It delivers great value without compromising core functionality, and it's helped enhance our help desk operations for employees. While there are areas for improvement, it's hard to complain about a tool that offers so much at no cost.“ October 6, 2025 SS Simon S Director of TechnologyEducation Management, 11 - 50 employeesUsed the software for: More than 2 years. “It is sometimes difficult to assign tickets to fellow co-workers as well as access tickets on the mobile device.“ September 15, 2025 ## Showing most helpful reviews Showing 1-25 of 586 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 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 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 JS John S. IT System Administrator Consumer Goods Used the software for: 2+ years ### "FANTASTIC AND FREE! " February 18, 2026 4.0 Fantastic! 9/10 we have loved everything besides what I placed in the Cons. Some people miss the on-prem, but I don't miss maintaining that extra server. Pros Free and easy to use, fits our needs for SMB perfectly! Helps us log cases and prioritize incident response as well as history for issues. Cons Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided. This is definitely not the norm. The other thing is increasingly paywalled. We are safe so far but not within our budget to pay out the nose for a shop with 2-3 techs. Review Source SM Steven M. IT Manager Food & Beverages Used the software for: 2+ years ### "Good Helpdesk sofware that is Easy to Setup and Use" February 24, 2026 4.0 I liked it enough to suggest that we pay for it to continue using its features. Still bitter about the 'Free Forever' initial sales pitch. Pros It's a good ticket system. Easy to setup and use. Helps keep track of issues that I have going and keeps me from getting too discracted. Cons I'm still bitter about the charge for SpiceWorks Cloud Helpdesk. They used the drug dealer's approach... Get us addicted, then jack up the price! 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 LM Logan M. IT Operations Analyst Education Management Used the software for: 2+ years ### "Great FREE Helpdesk Option!" February 24, 2026 5.0 We are very thrilled with the with the cloud help desk! We have looked at other paid solutions but haven't been able to justify going to anything else! Pros Honestly, it is an amazing free product! It is a really straightforward setup, and is easily scalable to your company and IT team! Cons The mobile app and the website need to be logged in and refreshed way more than they should be. The app especially can be glitchy. 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 BZ Bob Z. Account Management Director Telecommunications Used the software for: 1-2 years ### "Spiceworks - You Get What You Pay For" December 12, 2022 3.0 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. Alternatives considered [aPriori](https://www.capterra.com/p/162255/aPriori/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Spiceworks Cloud Help Desk Cost and ease of implementation (or so we thought). Review Source LMM Luis Miguel M. CCO Telecommunications Used the software for: 2+ years ### "This is the one solution to start with Servicedesk solutions " June 28, 2023 4.0 This is a great solution, it was our first service desk platform that give us excellent results. Pros Spiceworks is a high valuable solution with multiple levels, very easy to deploy, it could be setup as a level entry service desk solution but includes great features that you have on hand starting even with the free version. Cons As Spiceworks have several modules some of them remains with an effective use and could be great to have a configuration menu that disable that tabs not configured on the setup Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Because we would to improve our service desk process no just by having the list of the open tickets but also have the entire follow-up and increasing the UX on this process. 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 SS Simon S. Director of Technology Education Management Used the software for: 2+ years ### "Great software!" September 15, 2025 5.0 Always a great experience and very helpful! I use it daily in my job and would not be able to prioritize needs by the teachers. Pros It helps organize my daily support tickets as well as created a hub of issues that need to be attended to. Cons It is sometimes difficult to assign tickets to fellow co-workers as well as access tickets on the mobile device. Review Source GB Guilherme B. IT Specialist Computer & Network Security Used the software for: 1-2 years ### "Best Service Desk tool for the price" October 6, 2023 5.0 Great tool so far to monitor and respond to our IT incidents Pros Great tool and easy to use ticketing system, easy ticket creation, assignments and monitoring. It allows you to create custom reports which can be used for analysis and tracking as well. Cons No complains so far about the tool, I would like to get more time to explore and implement more features in our company. Review Source Zyren Christian D. IT Support Specialist Information Technology and Services Used the software for: 2+ years ### "Spiceworks makes it spice!!! " May 16, 2021 5.0 Pros For us IT helpdesk/Specialist, this product works like a magic. We can easy monitor and keep track of our ticketing management, we can also check the reports very well and it was so organized. Cons Only when I was accessing it with my phone on web, the product seems not be responsive on mobile phone(browser access). Nevertheless, the app is so great and such an important tool to us Review Source VA Victor A. IT Manager Construction Used the software for: 2+ years ### "Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!" June 6, 2018 5.0 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. Pros 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. Cons 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. Review Source VR Verified Reviewer Technology Manager Higher Education Used the software for: 2+ years ### "Free help desk and ticketing system with integrated AD-compatible inventory" April 25, 2019 5.0 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. Review Source MT Marek T. CEO Financial Services Used the software for: I used a free trial ### "Spiceworks Review" May 12, 2023 4.0 Overall, my experience with Spiceworks was highly positive. The vibrant community and wealth of resources made it a valuable tool for IT professionals. It provided a platform to seek advice, troubleshoot problems, and stay connected with industry peers. While there were occasional performance issues and the user interface could have been more intuitive, these minor inconveniences did not significantly impact the overall experience. Spiceworks proved to be a valuable resource for IT professionals, facilitating knowledge sharing and enhancing collaboration within the community. Pros One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience. Cons While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience. Review Source SA Sara A. Engineer Information Technology and Services Used the software for: 6-12 months ### "A good ticketing system!" May 31, 2024 4.0 Spiceworks Cloud Help Desk is a really good choice if you need to manage tickets and need an efficient system. The interface is intuitive and you learn fast how to use. You can customize the alerts and other features to better fit your organization needs. You can also use the interface via mobile/tablet and interact without problems (I mean "it fits well"). Thumbs up! Pros Among the ticketing system for helpdesk purpouses, I think spiceworks is one of the best. The interface is quite simple and you will learn fast how to use and manage the tickets. Obviously there are many other features (for example managing users, creating reports), but I always use it as ticketing systems. Customers may send an email or log to interface with their accounts and open or update a ticket. You will reply to them via web interface and of course you can (and they can) attach files and images, in a fast and easy way. You can assign to others / deassing the tickets in case of need. Cons I preferred the on premise version but it is not available anymore Review Source Michael M. Help Desk Manager Used the software for: 2+ years ### "100% free help desk and ticket resolution solution." December 13, 2017 5.0 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. Pros 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. Cons 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. Review Source AG Alex G. Systems Engineer Higher Education Used the software for: 6-12 months ### "Excellent starting place for Ticketing System and for Full Implementations" June 13, 2023 4.0 An excellent helpdesk ticketing system that if you don't have one in place should be your first stop for getting started. Pros It offers a free service which is very usable, and an excellent place for any business to start if they current do not have a helpdesk ticket/reporting system. Centrally mange all the helpdesk jobs rather than relying on emails, which can be missed. Can be upgraded with a subscription to get even more features and remove advertisements. Cons Only initial downside people might not like is the advertising that is built into the free version, but it is totally understandable for Spiceworks to have this, and it is not intrusive. Some of the features you might want could be only available under a subscription but all worthy ticketing systems are not free. Setup could seem daunting for a novice user but there is plenty of support and guides. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Review Source Troy S. Network Technician Information Technology and Services Used the software for: 2+ years ### "Great Help Desk Portal" November 2, 2018 5.0 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. Review Source VR Verified Reviewer Owner/Creative Director Used the software for: 2+ years ### "Excellent product, free and top notch support" April 5, 2018 4.0 Pros Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins. Cons Though the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively. Review Source VR Verified Reviewer Assistant Vice President Construction Used the software for: 1-2 years ### "Spiceworks Ticket System is the Best!" January 2, 2023 5.0 Pros The ease for an end user to submit a ticket and for me to communicate updates for that ticket are outstanding. I use this for a very basic IT help desk ticket system and am amazed at what you get for free. They can create tickets and communicate via a web page or via email conversations. Even with email it keeps a record of the communications with the ticket. Cons None. I mostly use only the ticketing system which I have detailed above along with some of the support community message boards. I have no complaints about any of it. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.