# Spiceworks Cloud Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Spiceworks Cloud Help Desk the right Help Desk solution for you? Explore 584 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 (584) [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 March 13th, 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 DA Donna A IT Systems ManagerTelecommunications, 11 - 50 employeesUsed the software for: More than 2 years. “I like the ability to customize ticket categories and the the fact that the system is rarely down for bugs and issues.“ November 25, 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 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 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 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 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 584 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 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 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 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 MU Michelle U. Software Engineer Environmental Services Used the software for: 2+ years ### "Customizations and Growth" October 14, 2025 5.0 I've been using Spiceworks for about 4 years and it is great! We are a very small "shop"...we just added our second developer. I started using it to track changes so I could report to management. Now it helps both of us stay on track and fix those little things I never had time to. Pros The ability to add custom fields is my favorite. It allows me to do my job better! We have added a custom "sub status" that allows us to better coordinate what needs to be done by whom. Cons I wish I could add a custom field to a report. I work around it with the PowerBI integration but sometimes it would be nice to have an in app simple report. 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 MB Matthew B. Director of IT Non-Profit Organization Management Used the software for: 2+ years ### "Help Desk Where You Want It" June 6, 2021 5.0 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. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Spiceworks Cloud Help Desk First it was/is free. This proved great for our tight budget. We added Manage Engine and the integration proved invaluable. With the two combined, we now have analytics and desktop management and patching. Review Source MN Madhuri N. Doctor Hospital & Health Care Used the software for: 1-2 years ### "Team friendly Spiceworks" December 1, 2025 5.0 this is good app for team work management . fast working, no lagging, user friendly, easy to use by anyone in team Pros Spiceworks saved alot time by its unique features. It is secure and closed communication, easy to track assets, less issues. It is truly value for money. Cons Due date option should be compulsory . it is at present not mandatory, so anyone can almost forget until mis team reminds. 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 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 Steven C. IT Support Technician Primary/Secondary Education Used the software for: 2+ years ### "Spiceworks Helpdesk Cloud - Small Enterprise" May 10, 2020 4.0 We have been able to improve our response time to user issues by appropriately configuring ticket categories, assignment rules. The number of walk-ups to the help desk has been cut by more than 50%, which has permitted our IT support staff to be able to manage their time more efficiently. Our TTR has improved, as well as the level of customer satisfaction within our organization Pros This application is extremely easy to set up and configure. It can be configured as an on-premise application or in the cloud. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. There are standard data entry fields included and the administrator can add additional fields as needed. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. Data entry fields can be made mandatory if desired. When a ticket is created by a user, the ticket is entered into the system with all of the information provided by the user and the user receives a confirmation email. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. Any replies to that email are automatically added to the ticket with date and time added. Tickets can be easily closed upon completion. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue. The user portal is easily customizable with company name and other options. Users can even attach a screenshot or other file to the ticket to provide useful information beyond the text description of the user problem. Best of all, it can be used for free. Cons Since this is a free IT Help Desk application, it is not nearly as full featured as some other IT Help Desk applications. Reporting is not as robust as some other applications. However, you can easily download information in .csv format and create your own reports if needed. Reason for choosing Spiceworks Cloud Help Desk This product provided a fairly basic, but complete platform for us to be able to change the way that we handle user issues. As a small non-profit organization, it has all of the features that we needed to set up an online portal for our users. The price was also a major factor in our decision Review Source JB Josh B. IT Support Specialist Used the software for: 2+ years ### "Awesome IT Help Desk software, horrible inventory system." November 10, 2017 2.0 Pros Spiceworks is great for managing help desk tickets. Using HTML we've been able to customize our end-user portal. Create multiple ticket templates to capture the details we truly need from end-users. We have found that the mobile application for iOS and Android to be the best on the market. It has a great GUI, very user friendly, informative, and easy to set up. Cons The inventory system is lacking when it comes to producing accurate information. At one point this year we were upgrading our end users to dual monitors. We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. It came back telling us a generic description. I ended up writing a batch file that would obtain them remotely and that was accurate. We've also had issues where it would scan a computer that had 2 monitors but would only show one. We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. It ended up showing us that several computers had 3 iterations of office installed. I understand that these keys are in the registry but other similar scanners would only produce keys for whats actually installed on the workstation by cross-referencing installed applications and registry keys. We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets. We've chosen to use LanSweeper to track assets. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. Spiceworks took 8+ hours, LanSweeper <30 minutes. Review Source Sergey M. Manager, Technology Infrastructure and Compliance Hospitality Used the software for: 2+ years ### "Great HelpDesk / Inventory solution" July 4, 2018 5.0 Cost, up-to-date picture of the hardware inventory, logs, that can be used for internal audit purposes. Pros I used a free version of Spiceworks for several years. Installation of the application only takes few minutes. In just a few clicks you have a full robust system for ticketing and inventory. Another great perk is Spiceworks community, merely priceless resource where all the IT folks share their knowledge and can help you with random IT dramas. Great way to keep an eye on the hardware inventory. Getting it configured and working properly can be a challenge, but the results are well worth it. Not to mention great helpdesk ticketing functionality, that allows to put an order on how your service requests are processed on a daily basis. Cons I've only used a free version of the application. As I mentioned, one of the key reasons why I got it was for inventory purposes. Getting it work was a challenge. A lot of tweaking had to be done on the network to be able to query all of my PC and Mac workstations and servers. Nevertheless, the result was well worth it. Additionally, while the inventory is running, the system would be somewhat slow, but still managable. Great product! I highly recommend it to all IT admins out there. Review Source NT Nathan T. Network Infrastructure Manager Transportation/Trucking/Railroad Used the software for: 2+ years ### "Best bang for Buck IT Ticket System for infrastructure support" July 10, 2023 4.0 Spiceworks filled the void where we relied on email for managing internal IT support cases, it's was a significant improvement for issue tracking and managing workloads. It's completely free you just need the hardware to host / run their solution. For anyone who is using email or teams channels to manage internal support cases just stop and switch to spiceworks. The issues with spiceworks is it's very limited on functionality, there's no round \[sensitive content hidden\] assignments, holidays rotas and multiple dashboards for split teams. It's a very basic ticket system ideal for small teams but don't let that put you off as it's trivial to install & configure and best of all it's completely free. Pros It's very easy to install & configure, their documentation on initial setup is straight forward and overall it's easy to use. It's a very basic ticket solution however it's completely free, if you're without a ticket system and just need something to get you away from emails then you'd be daft not to try it. Cons The lack of advanced functionality you find in paid rival solutions, round \[sensitive content hidden\], holiday rota, multiple teams and advanced reporting / dashboards are none existent. Review Source Dustin S. Superintendent of Information Technology Used the software for: 2+ years ### "Great for a free helpdesk, but the community is where it shines" February 12, 2018 4.0 Pros First off, nobody has ever complained about free. Spiceworks itself does what it is meant to do -- it provides a simple helpdesk for you and your users, with basic features you'd expect from a support system. It's full of little things, like a built-in knowledge base, built-in remote support, integrations with other tools, etc. The real value in Spiceworks though is it's community; it's like Experts Exchange on steroids. Everyone is friendly and helpful, and vendors have direct representation in the forums to help you with both sales and support questions. It rarely feels like anyone is trying to sell you anything in Spiceworks' community, but at the end of the day you end up buying from some vendors \*because\* of how they treat you there. It's incredible. Cons Inventory... inventory is not good. If you don't get it set up perfectly the first time, you might as well turn it off and forget about it. There's still no really good way to handle historical data and devices you no longer control. Review Source VR Verified Reviewer Google Trusted Independent Photographer Information Technology and Services Used the software for: 2+ years ### "Perfect starter IT Help Desk software with additional tools for Small Business sysadmins" February 12, 2019 4.0 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 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.