# 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 Similar Products Featured