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Spiceworks Cloud Help Desk

By Ziff Davis

4.3 out of 5 stars

How would you rate your experience with Spiceworks Cloud Help Desk?

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Spiceworks Cloud Help Desk Reviews & Product Details

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Pricing

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Spiceworks Cloud Help Desk Media

Spiceworks Cloud Help Desk Demo - Help Desk Tickets and Tasks
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Spiceworks Cloud Help Desk Demo - Help Desk Tickets Dashboard
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Spiceworks Cloud Help Desk Demo - Help Desk Settings
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Spiceworks Cloud Help Desk Demo - Help Users Help Themselves
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Spiceworks Cloud Help Desk Demo - Help Desk Graph
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Spiceworks Cloud Help Desk Reviews (310)

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Reviews

Spiceworks Cloud Help Desk Reviews (310)

View 1 Video Reviews
4.3
311 reviews

Pros & Cons

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Graham C.
GC
Manager IT
Education Management
Enterprise (> 1000 emp.)
"Excellent and Free"
What do you like best about Spiceworks Cloud Help Desk?

I enjoy the flexibility of the software. Spiceworks is a full featured solution that comes with a bonus... it’s amazing community. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

Not much to dislike. I guess the only thing that I would add more customization to is their ticketing portal. Review collected by and hosted on G2.com.

Michael M.
MM
Help Desk Manager
Small-Business (50 or fewer emp.)
"Superb help desk software"
What do you like best about Spiceworks Cloud Help Desk?

The ease of use and the broad range of functionality in the mobile app compared to the web app really make creating and updating tickets on-the-go a breeze. Most of our support for clients is remote but occasionally a tech must be dispatched onsite and being able to update or close a ticket in real time makes our job much easier. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

Occasionally, the mobile app behaves in unexpected ways or won't let me launch it at all. That problem hasn't occurred in the last several iterations of the software but about a year ago, whatever version I was using (on a Samsung Galaxy S5) made accessing the help desk a nightmare. Thankfully that's been resolved! Review collected by and hosted on G2.com.

Allison T.
AT
IT Specialist
Information Technology and Services
Mid-Market (51-1000 emp.)
"Need a helpdesk? Want it to be free and backed by a bunch of people?"
What do you like best about Spiceworks Cloud Help Desk?

Did I mention free? Yes, sometimes you get what you don't pay for but not in this case. Spiceworks Help Desk is free and an incredible product. Also with the install of this tool, jump on their network analyzer it complements the desk tool very nicely. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

When it comes to the user side of submitting tickets I do wish the UI was more watered down. But, even with that, it is still good. Just takes some instruction. If you are not using to port forwarding or any network setup getting it internet and not just intranet can be difficult. Review collected by and hosted on G2.com.

Verified User in Civil Engineering
UC
Mid-Market (51-1000 emp.)
"Brilliant alternative for smaller IT teams"
What do you like best about Spiceworks Cloud Help Desk?

Spiceworks is quite similar to a lot of web based help desk suites, but what I like best about it is the community. Spiceworks also has a massive online community of techies all willing to give advice and support, share news and info, or just talk to each other which really keeps the whole thing alive. If your a small support team that’s a big help as maybe someone online will have the answer if your team doesn’t. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

It does appear cluttered at times and it would be better if you could open multiple tickets in tabs on the site instead of having to right click and open a new tab in the browser. Review collected by and hosted on G2.com.

Verified User in Design
AD
Mid-Market (51-1000 emp.)
"Can't beat free"
What do you like best about Spiceworks Cloud Help Desk?

Spiceworks is very easy to manage, intuitive, and best of all, it is completely free. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

Not enough customization or options for dashboards and categorization, not very polished. Review collected by and hosted on G2.com.

Verified User in Hospitality
UH
Mid-Market (51-1000 emp.)
"Very basic but gets the job done."
What do you like best about Spiceworks Cloud Help Desk?

Simple navigation, and that you can return to a past ticket easily to review all notes for easy troubleshooting in the future. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

I cannot access when not on my office network. Sometimes I want to review notes from a previous issue but I cannot when not at my desk. Luckily I remedied that by storing all emails from the comments/closing of a ticket in a folder and could reference that instead of returning to the web platform. Review collected by and hosted on G2.com.

Michelle D.
MD
Data Manager
Information Technology and Services
Mid-Market (51-1000 emp.)
"Great solution! Meets our needs!"
What do you like best about Spiceworks Cloud Help Desk?

Spiceworks has been a great addition to our school district. The price tag is hard to beat! (Free!) We primarily use the Help Desk/ticket portion of Spiceworks. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

No major dislikes to report. We have not fully utilized the network monitoring, which seems like it could be useful as well. Review collected by and hosted on G2.com.

Ginger A.
GA
Director, Information Technology
Mid-Market (51-1000 emp.)
"Great Help Desk Platform"
What do you like best about Spiceworks Cloud Help Desk?

I like the ease of use and basic functionality. It is dependable and provides a fast and easy platform for our IT staff to manage office IT support requests. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

I wish it had better sorting of submitted tickets, improved search capabilities, and the easier reporting functionality. . Review collected by and hosted on G2.com.

Verified User in Information Technology and Services
II
Small-Business (50 or fewer emp.)
"Great product for no cost!"
What do you like best about Spiceworks Cloud Help Desk?

I primarily use it for analytics on my work network. It is a great reporting tool. Being part of the community I do get notices for upcoming webinars and trial opportunities. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

There is honestly nothing I do not like about the product. It works very well. Review collected by and hosted on G2.com.

Justin L.
JL
Network Administrator
Biotechnology
Mid-Market (51-1000 emp.)
"Great multi use tool with excellent customization options"
What do you like best about Spiceworks Cloud Help Desk?

The plug-ins make it easy to manage and filter tickets automatically, as long as your users cooperate and apply the correct tags to their email. Review collected by and hosted on G2.com.

What do you dislike about Spiceworks Cloud Help Desk?

Creating a shared help desk between sites turned out to be a bit of a pain as you can't link 2 servers together, so we ended up having to make the main server available over the internet and also setting up a local server strictly for device inventory needs.

The lowest default completion time of 15 minutes is too high for many issues but I'm unable to enter anything lower. Will have to see if this can be changed. Review collected by and hosted on G2.com.

Pricing Options

Pricing provided by Spiceworks Cloud Help Desk.

Spiceworks Hosts It

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YOU HOST IT

Free
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Spiceworks Cloud Help Desk Features
Ticket Creation User Experience
Ticket Response User Experience
Workflow
Customer Portal
Email to Case
Ticket Prioritization
Ticket Notifications
Knowledge Base
Dashboards
Time Tracking