# Page 6 | Spiceworks Cloud Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of Spiceworks Cloud Help Desk ## Showing most helpful reviews Showing 126-150 of 584 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Paul N. IT Director Government Administration Used the software for: 2+ years ### "Best Help Desk Software for the money!" August 21, 2018 5.0 LOVE Spiceworks. Been using it for about 9 years and have looked at several other systems and we have decided this is the best fit for us. Pros Feature Set is amazing - there are plugins to do things if you want to do more than is built in but the built in is plent for us. Price is right (free) and it works amazingly well! Cons Inventory module is confusing and there is no way to keep it as updated as I would like. It has lots of old data that is hard to get out of the way. Review Source Sean D. IT Litigation Support Analyst Law Practice Used the software for: 2+ years ### "Spiceworks Cloud Help Desk" October 5, 2018 5.0 Law firm help desk. We've been using Spiceworks since 2009. We moved from an on prem install to the cloud around 2015. This is constantly open on a browser and use this nonstop. Our users send an email and we are easily able to track open tickets so nothing falls through the cracks. Pros We love Spiceworks! Speed of site is great (from email to ticket creation). Good reporting, Activity tab is great to see what has been happening. Cons Searching through tickets can be painful using the Cloud Helpdesk. Review Source CC Chris C. Executive Shareholder Computer Software Used the software for: 2+ years ### "Very handy free IT tool but UI could do with improvements" November 8, 2022 4.0 Pros Automatic updates and notifications through email are great for us to keep on top of requirements and notify customers of progress. Cons Customers do not get regular updates summarising their open tickets and monthly closed tickets. Also the UI could be improved to make it easier to view tickets and update them in order. Review Source Travis B. It Security Manager Automotive Used the software for: I used a free trial ### "Best Free ITSM you need" December 9, 2020 4.0 SO i came from a government contract and our ITSM is all based on lowest bidder, Spiceworks excels far better than those software's I used . Pros The ease of putting in tickets and meeting resolution target without much communication loss is imperative to all IT operations. Cons So i used the free version of the software being in a start up environment, that being said the software has a ton of adds. Alternatives considered [ServiceNow Problem Management](https://www.capterra.com/p/152872/ServiceNow-Problem-Management/) Reason for choosing Spiceworks Cloud Help Desk Spiceworks is far more advanced Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Operational requirements. Review Source AP Andrej P. Used the software for: ### "Probably easiest to use HelpDesk, but lacks some features" February 9, 2016 3.0 This is definitely one of the easiest to use HelpDesk/Ticketing software. Having WEB and Android APP client. It is actually HYBRID app, where you install part of it on-premise on your server, and another part is running on SpiceWorks cloud. PROS: Customer simply sends request via e-mail, SpiceWorks HelpDesk responds and creates ticket in system. Any technician responds directly into text box and when clicking SAVE ticket is automatically ACCEPTED and ASSIGNED to this technician. No annoying gozillion of buttons, boxes, dropdowns... YES, you can add extended properties, categories, assets, purchases...but that's all hidden under tabs and is not required for quick and simple operation. Interface is quite clear, not bloated with too many options and every beginner can use it in seconds. CONS: The REPORTING feature is very simple to use, you can generate reports easily, customize what to display...but is also VERY LIMITED. You can generate report ONLY in table format. Even SQL-based reports accept only 1 single SQL query, which is displayed in 2-dimensional table. There is absolutely NO options for custom designed reports, there's no option to change title, subtitle or add custom text with placeholders on report. There is NO option to do any MATH operations, like display a sum of spent time, calculate average response time, count number of support tickets and so on. Reporting is just simple displaying tickets in plain table, filtered by some criteria, like by date, by category etc. Nothing else. Also translations are pain. There is translation module, but some translations appear immediately, some require service restart, and some you simply cannot find, as they are packed inside app source code. Finally, the MOST ANNOYING feature is that your users are NOT YOURS. Instead, all users become SpiceWorks users and by default they are set to receive Spiceworks announcements and mails from SpiceWorks partners. That's becasue SpiceWorks app is hybrid - a part you can install on-premise on your server, while another part runs on SpiceWorks portal and is integrated without a chance to disjoin. Review Source David S. IT Director Machinery Used the software for: 1-2 years ### "Excellent Resource On A Budget!" April 6, 2019 4.0 The IT Help Desk has certainly saved us time and given us peace of mind as to what devices we have on our network and what they're up to. Pros It offered an excellent IT resource for tracking devices and getting a general overview and sense of control regarding the devices on our network/domain. Before we used to store inventory data in an Excel spreadsheet and rely on someone to update that accordingly. Now, thanks to the network scan and server level service running, we can easily stay up to date on what PC needs updates, user changes to the system, and security warnings. Cons I wouldn't recommend installing the service on a heavily used machine (a personal one or IT staff PC) because it can hog memory when it's doing it scans. Plus the PC has to be on the network to run the scan so even if you schedule the scan to run overnight if you have a laptop it would be pointless if you take it home with you. Install it on a service terminal or server Review Source JK Jim K. IT Machinery Used the software for: 1-2 years ### "Works well for Help desk tickets" May 25, 2021 5.0 It works well. Tickets are opened automatically when someone sends in a request. when a help desk person takes the ticket, the user knows who is assigned. Pros I like the fact that replies to the user that sent in the ticket are automatic and show who is assigned to the ticket. Cons Ticketing system could use the ability to not open new tickets when an auto reply is sent back. When an auto reply is sent back, the system will open another ticket causing a massive amount of new tickets till you figure out how to correct the issue. Review Source VR Verified Reviewer IT Manager Oil & Energy Used the software for: 2+ years ### "Awesome Help Desk Solution with an amazing support community" December 21, 2018 5.0 Helped manage the entire cycle of ticketing very smooth. The documentation and support from the community helped us tremendously. Pros Has almost every feature a help desk solution should have - beside basic ticketing tracking, has features for tracking inventory. Provides access to great documentation, and solutions to so many technical issues. Cons The interface on the admin and client side seem a bit cluttered, little simplification could help. Review Source VR Verified Reviewer Manager of Content and Online Services Financial Services Used the software for: 2+ years ### "Handling Multiple Priorities" December 19, 2018 5.0 Pros Spiceworks functions as my to-do list, and allows me to reprioritize throughout my day as tickets come in to the system. The reporting is helpful and allows me to identify trends. It's easy to communicate with ticket creators, ask questions, and organize any supporting documentation. Cons Currently have an issue with due dates not populating, but this is something the administrator should be able to fix. Review Source Dennis W. Director of Technology Education Management Used the software for: 2+ years ### "Great Helpdesk Software - No Frills" November 6, 2018 5.0 Pros The price is what gets you to download the software, the features are what keep you from looking for an alternative. It will find all of the nodes on your network and associate them based off of their MAC address. Cons While not really a "Con", the free version does have ads but they are typically "techie" in nature and sometimes they are relevant to what you may be working on at the time. Review Source VR Verified Reviewer Director of Information Technology Individual & Family Services Used the software for: 2+ years ### "Spiceworks is awesome!" July 12, 2018 4.0 It's amazing that the software is free. We were able to implement a proper help desk system with all the features we needed at no cost. The Spiceworks online community is amazing. The knowledge available there is as good as any other source on the Internet. Pros It's free. The help desk functionality does exactly what it's supposed to do. Users can submit tickets via email or through a portal, and support staff are notified and can acknowledge the tickets right away. When ticket updates are entered promptly, it provides excellent visibility into the life of a trouble ticket. The Spiceworks community is amazing. It's our first stop when searching for answers to tough problems. Cons We occasionally have issues with the system not checking email for new support tickets. A restart of the software solves the problem. Review Source VP Valerio P. Director Computer Software Used the software for: 2+ years ### "Everything you need to just open and close tickets" September 18, 2017 4.0 Our company provides IT support to several customers. Specifically we have installed Spicework to handle the tickets of one of our customers. The organization of our client has approximately 50 users. Spicework has worked without any problems so far. We went from receiving requests via phone or email to having a system to organize the tickets, status and expiration dates. Pros This is a simple software that will allow you to manage the opening and closing of tickets for your organization. You can keep track of open tickets, assign them and make comments. All changes in a ticket automatically generate an email to those involved in them. It also detects on the network new computers, software changes, even can send alerts when there is little tonner in some printer or when there is little disk space on some computer in the network. This can be of great help to an organization's IT teams Cons It can be difficult to install and configure and help is not always immediate. Apart from this it can be a simple tool for the end user. Review Source VR Verified Reviewer IT Project Manager Used the software for: 2+ years ### "The IT community built around Spiceworks make it worth it just for that alone" June 19, 2018 4.0 Pros FREE! Yes, it doesn't cost a thing other than ads, but we find they really they are not all that obtrusive. This is not just bare bones free either, its literally the entire enterprise level suite. Cons Network scanning is quite slow and we find that sometimes device outages are not found right away. When scans do finally complete, often some manual edits are necessary. Review Source RH Rachel H. IT Administrative Assistant Medical Practice Used the software for: 1-2 years ### "Ticketing System for Medical Practice" April 12, 2023 4.0 There haven't been any major concerns brought up. Pros Typically, it is easy to identify who is responsible for which tickets and what priority they are put at. Cons I can't open all the attachments easily in a ticket. I have to go back to the original response to see what attachments are included. Review Source Ian A. Head of Computer Services Education Management Used the software for: 2+ years ### "Superb product" April 5, 2019 4.0 If you are looking for an all-round software package with a decent helpdesk system, inventory management, numerous IT tools and a great community on a limited budget, Spiceworks should be your first stop. While there may be other packages that work better on individual sections, you are unlikely to find another complete solution for so little. Pros Excellent set of features Amazing community Cons Can sometimes be a little slow Ad-supported Review Source ML Mitchell L. Manager, Information Technology Wholesale Used the software for: 1-2 years ### "Spiceworks Help Desk is a great tool" November 20, 2023 5.0 Overall Spiceworks Help Desk is a great tool to get your company Help Desk up and running with little effort. Highly recommend it. Pros Spiceworks Help Desk is a great tool. It is free, easy to setup, easy to configure, easy to use, It creates a ticket number if setup to do so with an auto reply. Inviting team members is simple and all the history is logged. Very Nice!!! Cons Spiceworks Help Desk is a great tool. However the Knowledge Base usually comes up with zero search results. Review Source Randy Q. Software Engineer Internet Used the software for: 2+ years ### "The most informative, outstanding product and unique way of monitoring your network" January 16, 2019 5.0 If I talk about my overall experience I would say, Spiceworks Network Monitor is considered to be the best ever ticketing software. Pros I like almost each and everything about Spiceworks Network Monitor. It is super easy to use and set up. It can be used perfectly in monitoring software installations as well as checking license expiry. It helps us a lot in solving our several problems. Its' easy to use and simple interface is highly appreciable. It keeps me alert about the significant issues prevailing. Cons It is no doubt the most useful software. One of the drawbacks is that this seems to be quite complicated to the new beginners due to which user needs to have bit training of it in order to have complete command on it. Other than that it is an amazing product. Review Source VR Verified Reviewer IT Support Specialist Real Estate Used the software for: 2+ years ### "Best free Help Desk Software Available" September 5, 2019 5.0 It helps with tracking issues and communicating with the end users on what step of the process the issue is in. Pros It is free, you can choose either cloud or on-premise install, and it has all the basic features you need to run a helpdesk. Cons There isn't a lot of features, and while the plug-ins work very well and there are many of them, there aren't any being made recently. Review Source NT Nikki T. Digital Operator Printing Used the software for: 2+ years ### "Lots of features for a help desk ticket system" April 13, 2019 4.0 I use Spiceworks IT Help Desk at work as a ticket system. It creates an individual ticket for each customer when they have an issue, and organises all the communications with this user with this individual ticket system number. It has really made us more efficient as rather than having to reply individually and try to keep track of emails with a customer, it is all stored within one system. Pros I like that Spiceworks IT Help Desk lets me work with customers through a ticket system, so I can stay organised versus answering and tracking individual emails. It also gives a notification when there is a new ticket or a message that has been waiting over 24 hours. Cons It is a little difficult to use and figure out the menus of the helpdesk system, and also every page seems to have to reload and does not work very quickly. Review Source Andrew C. Assistant Vice President - Information Technology Systems Financial Services Used the software for: 2+ years ### "Fairly easy and best price point!" December 18, 2018 4.0 Pros We are a SMB that needed to streamline some IT processes including help desk tracking. Spiceworks also gave us inventory insight into our network, and is an open community that features lots of new plug ins. Cons If something doesn't work the way you think it should, it can be tricky to work through and determine what needs to be done instead. Review Source Chad S. Owner / Designer Religious Institutions Used the software for: 2+ years ### "I don't know what I'd do without spiceworks" December 14, 2018 5.0 Pros It's ticketing program is really easy to use - and easy to ask for help from other IT people. It's easy to track time, and stay organized in a field that's really easy to be disorganized. Cons The only thing I can think of bad is that if somebody replies to an email after closing the ticket, it reopens, and you have to close it again. Review Source BJ Brent J. CIO Used the software for: 2+ years ### "Time Waster for admins" February 12, 2018 1.0 none Pros Not many Pros except that its free and once its set up its easy as most others like it to use. Cons Spiceworks dirty little secret is the productivity drain your organization will see due to your staff reading and posting on the forums that are included on the app's pages. You will really lose productivity if your users get a good complex and start volunteering on company time to be a moderator in one or more of these forums. They incentivize it via a points and ratings system that the more you post the more you look as if you are an IT Guru. It is all just a black hole of time wasting foolery that reduces the value Spiceworks may have been adding to your organization to a net loss for your company. Review Source Andrew H. Technical Director Non-Profit Organization Management Used the software for: 2+ years ### "It's simple and it works" January 8, 2019 5.0 We have been using Spiceworks IT Help Desk in our organization of around 49 staff for several years now and it works well for what we need it to do. We would suggest it to any organizations our size that are doing IT Help Desk work in house. Pros Spiceworks is an easy way to manage IT help desk requests within your organization. It's easy to use and automates emails and updates along the way as problems are being solved by your team. It's also easy to setup when you are managing all of your help desk problems in-house and not hiring that out. Cons The automated emails are the most attractive but they are efficient. The system also only works well to the extent to which your team is willing to keep the tickets up to date. Review Source JA Jean A. CIO Chemicals Used the software for: 2+ years ### "IT operations in one simple Software!" February 15, 2022 5.0 Pros I like a lot, the inventory agent very detailing! Cons In summary works great but can improve to patch all software like av, secure, third software. Review Source VR Verified Reviewer Software Engineer Aviation & Aerospace Used the software for: 1-2 years ### "BROAD AND VERY HELPFUL" September 8, 2018 5.0 Pros I use Spiceworks to monitor my networks, email, servers, and routers. It has full security measures great for safeguarding your work. It has management features as well, for an asset, application performance and others. It is amazing. It completes a developer’s necessity. Cons Integration with other software is a problem since it allows little 3rd party software to integrate with. Besides that, there is not many disadvantages or negative sides of using this product. Review Source Similar Products Featured