# Spiceworks Cloud Help Desk Reviews **Vendor:** Ziff Davis **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 311 ## About Spiceworks Cloud Help Desk Spiceworks Cloud Help Desk (CHD) is a purpose-built IT help desk software designed for internal IT teams. Whether you’re a solo admin or a full help desk staff, CHD provides a fast, easy ticketing system with automation, workflows, and reporting that reduce manual work and improve response times. CHD includes a free Core plan for up to five seats, and a Premium plan that includes features that include tasklists, bulk actions, and live chat support (24/5), all with an ad-free experience and flexible monthly or annual subscription options. Learn more about both plan types at https://www.spiceworks.com/free-cloud-help-desk-software/ ## Spiceworks Cloud Help Desk Pros & Cons **What users like:** - Users value the **collaboration features** in Spiceworks Cloud Help Desk, enhancing teamwork and ticket management efficiency. (1 reviews) - Users value the **communication efficiency** of Spiceworks Cloud Help Desk, enhancing collaboration and ticket management significantly. (1 reviews) - Users value the **efficiency** of Spiceworks Cloud Help Desk for ticket submission, tracking, and insightful reporting. (1 reviews) - Users value the **efficient ticket submission and tracking** , enhancing collaboration and providing useful reporting insights. (1 reviews) - Users value the **collaboration features** of Spiceworks Cloud Help Desk, enhancing teamwork and communication effectively. (1 reviews) - Tracking Ease (1 reviews) **What users dislike:** - Users experience **connectivity issues** with Spiceworks Cloud Help Desk, including poor notifications and integration challenges. (1 reviews) - Users face **integration issues** with Spiceworks Cloud Help Desk, making it challenging to connect with other systems effectively. (1 reviews) - Users note the **limited functionality** of Spiceworks Cloud Help Desk, especially with the mobile app and delayed notifications. (1 reviews) - Users find the **missing features** in the mobile app frustrating, along with email delays and integration challenges. (1 reviews) - Users report **notification issues** with delays in email alerts and challenges integrating with other systems. (1 reviews) - Time Delays (1 reviews) ## Spiceworks Cloud Help Desk Reviews ### 1. My smooth sailing journey with Spiceworks Helpdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Spiceworks Cloud Help Desk?** Its efficient ticket submission and tracking, alerts, collaboration between users,various ticketing categories. The reporting feature is very useful to gain insight **What do you dislike about Spiceworks Cloud Help Desk?** mobile app lacks some features which are on desktop, often email notifications are delayed, integrating with other systems is quite challenging. sometimes response delays are there **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** A customised and robust solution to handle IT, Admin and HR related issues and requests and since the departments are connected directly problems are resolved more quickly. ### 2. Free Solution for IT Help Desk: Spiceworks Cloud Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Serkan Y. | Sistem Uzmanı, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Spiceworks Cloud Help Desk?** I'm managing my support tickets with Spiceworks Cloud Help Desk. It is very good for my company. Spiceworks community always helpful about issues. We are using all of our support tickets. Integration and implementation is very easy with Spiceworks Cloud Help Desk. We are using this system daily. **What do you dislike about Spiceworks Cloud Help Desk?** I don't see any issue about Spiceworks Cloud Help Desk. Community admins always helps. All features works. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks Cloud Help Desk helps me business monitoring and control. Spiceworks Cloud Help Desk gives me report about my team and i'm checking employee performance. ### 3. Functional but clunky **Rating:** 3.0/5.0 stars **Reviewed by:** Severian B. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about Spiceworks Cloud Help Desk?** It is simple, streamlined and perfect for a small business help desk. I can set up my agents, ticket notifications and start receiving tickets in minutes, and it is easy to use. **What do you dislike about Spiceworks Cloud Help Desk?** Not too much functionality, which is fine considering the price point. As more updates come out for it that, it gets clunkier. Adding a comment to a ticket or updating a ticket sometimes does not work, and I have to refresh the website to be able to edit the ticket. Otherwise, it just hangs or never adds to the ticket. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It allows for one place where all employees can submit technical issues for our support staff to solve. It beats email and is something we adopted to learn and grow from. ### 4. Spiceworks is a great way to handle helpdesk tickets and collaborate with fellow IT folks **Rating:** 4.0/5.0 stars **Reviewed by:** Philip W. | IT Technician/System Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The UI is very intuitive and is very easy to pick up and start using, even if you dont have alot of experience with helpdesk apps **What do you dislike about Spiceworks Cloud Help Desk?** The one thing that I didnt like is the mytickets functionality did not make it easy to look at all tickets at once regardless of status **Recommendations to others considering Spiceworks Cloud Help Desk:** Make sure that you really review requirements so that you dont have alot of rework to do with implementation, but the app is customizable and works great! **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We use Spiceworks as our sole ticket based support system for our internal customers. Anytime a relevant issue comes up, the user just goes to the site and in a few seconds can build a ticket complete with screeshots and detail that helps us in IT to resolve issues quickly ### 5. Always has been a great free product with a great community! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Spiceworks Cloud Help Desk?** I love the community boards this is a good place to talk with other professionals about issues you have. **What do you dislike about Spiceworks Cloud Help Desk?** I don't love the ads but I know thats what keeps their product free. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It is a good place to manage tickets and inventory. ### 6. SpiceWorks Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2019 **What do you like best about Spiceworks Cloud Help Desk?** Easy to set up and use. It also ties into Spiceworks Inventory **What do you dislike about Spiceworks Cloud Help Desk?** I would like to have more reports and the ability to customize them. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you are looking for a no cost solution for a basic Help Desk this is the software. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Better Help desk response due to reminders. We have realized more solved and closed tickets along with cost savings ### 7. Cloud Helpdesk with really good features **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2023 **What do you like best about Spiceworks Cloud Help Desk?** We were searching for a cloud help desk that would let the administrators for multiple entities see in one platform. This allowed us to accomplish this by setting up two helpdesks for our entities, but allowing the helpdesks to be different. **What do you dislike about Spiceworks Cloud Help Desk?** The cloud helpdesk requires the user to enter their email, then click on a link on their email every time they submit a new ticket. The only way to connect it is through an active directory. So there is no SSO or LDAP capabilities for login. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We have been able to timely resolve tickets for both of our entities. It helped because we are no longer scanning multiple help desk sites. Staff is happier on the tech repairs because they are resolved quicker. ### 8. Help Desk for school use **Rating:** 5.0/5.0 stars **Reviewed by:** Nebojsa P. | Network Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 31, 2020 **What do you like best about Spiceworks Cloud Help Desk?** It integrates with SSO's and the users can instantly start sending tickets. The control and management of tickets are easy and intuitive. Central admin users can create graphs and ticket logs. It included remote control support, making it easy to manage the user's computer if demanded. This software is handy when you have many users in your company. It helps a lot when attendance is needed as soon as possible. **What do you dislike about Spiceworks Cloud Help Desk?** The search engine can be hard to set the filters. The initial configuration is time-consuming. Even If you decide to host your server yourself, starting from scratch can take more time. **Recommendations to others considering Spiceworks Cloud Help Desk:** This cloud-based web service can help you administer your tickets promptly and remote users control for support, making it a powerful tool and a time saver. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It controls practically all of your company's tickets and makes it easy to handle the issues promptly. It saves time as being a centralized information system for attendance. ### 9. Awesome Cloud Based Help Desk Application And It Is Free **Rating:** 5.0/5.0 stars **Reviewed by:** Frank L. | Technology Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Spiceworks Cloud Help Desk?** End Users are able to open up a help desk ticket by simply sending an email to our specific portal. The ticket gets routed to the Admin Console Portal and can be accepted, assigned fully worked updated, closed, and reopened. Simple and very effective. **What do you dislike about Spiceworks Cloud Help Desk?** I'm not sure if it's the browser that I am using or not, but I find that if you leave the portal open for over 10 minutes and you type in the comments field you cannot save it and it just hangs. Then you need to copy your text refresh the web page and then paste the comment back in and it works perfectly until it times out again without warning. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Hardware issues. Software issues. End-user account issues. New hardware requests. Updating Group email lists. Attending to new hires and cancelling staff who have resigned. It is a robust IT helpdesk application. ### 10. Feature rich, needs better compatibility with modern browsers **Rating:** 3.5/5.0 stars **Reviewed by:** Aaron D. | Computer Support Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2021 **What do you like best about Spiceworks Cloud Help Desk?** Great enterprise features like LDAP connection. Powerful rules to sort and organize tickets. Also has good asset management that can be linked to both users and tickets. **What do you dislike about Spiceworks Cloud Help Desk?** It seems to lack sufficient testing before being launched. It doesn't work well in some modern browsers and while not quite often, far too often for a premium product, it doesn't save changes you make causing a loss of data entered and work must repeated. **Recommendations to others considering Spiceworks Cloud Help Desk:** Full featured product worth considering especially if you're in a large organization. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Customer management is easy with custom fields for what we need to track. Time is saved if everyone appropriately enters relevant information so others who weren't previously involved in a particular request can find it. ## Spiceworks Cloud Help Desk Discussions - [I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?](https://www.g2.com/discussions/remote-management) - 4 comments, 1 upvote - [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) - 1 comment - [View Spiceworks Cloud Help Desk pricing details and edition comparison](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews/spiceworks-cloud-help-desk-review-1644679?section=pricing&secure%5Bexpires_at%5D=2026-05-17+01%3A35%3A24+-0500&secure%5Bsession_id%5D=8837e0e4-7bd8-4bd8-bcc5-0941c65eb57c&secure%5Btoken%5D=500ea2419d306c1801c02396049e282f5d76633e9fe67685781c66f38eff35ad&format=llm_user) ## Spiceworks Cloud Help Desk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Incident Management** - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Spiceworks Cloud Help Desk Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,285 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) - 4.5/5.0 (709 reviews)