# Page 3 | Spiceworks Cloud Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 # Page 3 - Reviews of Spiceworks Cloud Help Desk ## Showing most helpful reviews Showing 51-75 of 584 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 AM Angelo M. Advisor Architecture & Planning Used the software for: 2+ years ### "Spiceworks: Una solución todo en uno para la gestión de tecnología empresarial" February 20, 2023 5.0 En general, Spiceworks es una excelente herramienta para la gestión de TI, especialmente para pequeñas y medianas empresas que buscan una solución de bajo costo y fácil de usar. Pros Un sistema de inventario de equipos es una herramienta esencial para cualquier empresa o organización que necesite un control detallado de su infraestructura tecnológica. En este sentido, Spiceworks ofrece una solución completa y gratuita que permite administrar eficientemente el inventario de equipos, software y licencias.En los últimos 2 años, no nos ha fallado. Y se integra perfectamente en nuestras redes locales y remotasCon Spiceworks, es posible obtener información detallada sobre los equipos de la organización, incluyendo su hardware, software, licencias, garantías, ubicación y estado. Además, se pueden programar alertas para notificar sobre cambios en la configuración de los equipos, fechas de vencimiento de licencias y garantías, entre otros aspectos. Cons Algunas de sus características avanzadas, como la automatización de la gestión de tickets, solo están disponibles en la versión de pago. Además, para algunas empresas, la interfaz y la funcionalidad pueden no ser lo suficientemente avanzadas o personalizables para satisfacer sus necesidades específicas. 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 VR Verified Reviewer Responsable de Sistemas Machinery Used the software for: 2+ years ### "Todo en uno para helpdesk e inventarios " January 7, 2023 4.0 La gestión de carga de trabajo por operadores de IT e informes de carga de trabajo y costes Pros La facilidad de despliegue, poca necesidad de configuración facilita la gestión de los activos y la transparencia para el reporte de incidencias por parte de los usuarios lo hace muy ágil Cons La necesidad que la plataforma cloud siga añadiendo viejas funciones de la versión onpremise Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[GLPI](https://www.capterra.com/p/126254/GLPi/)[PRTG](https://www.capterra.com/p/21581/PRTG-Network-Monitor/) 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 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 VR Verified Reviewer CIO Information Technology and Services Used the software for: 2+ years ### "Spiceworks is good for small companies" September 14, 2022 3.0 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. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Spiceworks Cloud Help Desk Because of the price. Switched from [GLPI](https://www.capterra.com/p/126254/GLPi/)[OTRS](https://www.capterra.com/p/127284/OTRS/) Because it was very difficult to configure and to manage. 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 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 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 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 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 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 Tim M. IT Manager/Systems Administrator Real Estate Used the software for: 2+ years ### "A System Administrators best friend" July 24, 2018 5.0 Pros Spiceworks is a totally free piece of software if you choose to self-host. Getting things up and running is pretty easy, and it doesn't involve a huge amount of upkeep to keep the inventory data up to date. It also comes with access to the Spiceworks online community. This is a gathering place for a large array of computer savvy folks who help each other out with questions, answers, and access to pieces of software that make life easier. I have reached out to the community many times, and gotten some great feedback on issues I have had, and suggestions on hardware and software purchases. I also like the ability to build my own help desk portal where end users can submit tickets for easier tracking and resolution. Cons I have had some issues with the self-hosted software crashing from time to time. I have not been able to figure out why it needs a random reboot to keep it happy, but it only happens every couple of months, so it really isn't a huge issue to me. 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 Armando I. Network Manager Computer Networking Used the software for: 2+ years ### "Complete suite of administrative tools for your Network" September 29, 2021 5.0 Thanks to Spiceworks I was able to control each asset and foresee any problem, be it licensing or errors. The continuous monitoring of my services gives you peace of mind Pros With spiceworks CM version I was able to register all the devices on my network, monitor their performance and record all my assets. My users can open tickets oriented to our services. Cons It can be a bit lengthy to configure all the tools since it has a high number of variables. Ads hide good design. The translation is not entirely good. 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 Becky Jewell L. Director of Customer Success Internet Used the software for: 1-2 years ### "Best for IT" May 20, 2018 4.0 Spiceworks IT makes it easy for my team and I to manage difficult IT tickets as well as track our own internal projects. The in-app emailing notification system helps keep clients up to date on ticket progress, so that we don't have to update tickets and email clients separately. Pros Spiceworks IT Help Desk is great to help manage ticket times and IT tasks. I like that it is made specifically for IT tickets or level 2 software support scenarios, it's definitely more for IT than for software development or software feature tracking. The modules are a little easier to look at than Fogbugz. The admin portal is also easy to use and manage teammates and team workloads - managing inbound tickets and creating brand new tickets (as a manager) to send out tasks is easy. Cons For me it took a while to ramp up and get trained on Spiceworks IT - it was a little bit less intuitive than Fogbugz and JIRA, but, once you learn how it works, it's much better. If anything goes wrong customer support is pretty good. For software development projects where repositories are being merged/ features are being tracked ect it isn't the best fit. 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 IH Ian H. IT Support Specialist Hospital & Health Care Used the software for: 2+ years ### "Spicy goodness" December 22, 2022 5.0 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 Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Just overall better product for what was needed 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 Frederic M. Responsable Informatique Primary/Secondary Education Used the software for: 2+ years ### "La gestion de parc Info facile" February 7, 2024 5.0 Pros Le déploiement sur le parc informatique est facile, le retour d'info sur la gestion du parc est très pratique et intelligent. Cons Aucun inconvénient n'a été insurmontable. Review Source Doriann M. Analista de Sistemas Used the software for: 2+ years ### "An excellent trip to the organization, control and monitoring of my company LAN." June 25, 2018 5.0 I get control of the company's computer park and with software's functionalities I was able to get all the information about their life time. It also allowed me to carry the statistics of activities and faults in LAN allowing me to study their numbers and attack the problems with greater precision. Pros It is a Swiss Army knife for network administrators allowing inventory, equipment monitoring and failure tracking and activities within the same package. It is great to be able to have everything you need within reach of an IP address, in addition to being able to receive as many notifications as you want and of what you want within the operation of the network. Cons The hardware requirements are many, leaving out all those equipment with few features. Although software as such does not merit investment, it concentrates on the necessary hardware. 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.