# 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 between users** in Spiceworks Cloud Help Desk, enhancing teamwork and support efficiency. (1 reviews) - Users value the **communication efficiency** of Spiceworks Cloud Help Desk, enhancing collaboration and ticket management seamlessly. (1 reviews) - Users appreciate the **efficient ticket submission and tracking** capabilities of Spiceworks Cloud Help Desk, enhancing collaboration and insights. (1 reviews) - Users praise the **efficient ticket submission and tracking** in Spiceworks Cloud Help Desk, enhancing collaboration and insights. (1 reviews) - Users value the **effective team collaboration** in Spiceworks Cloud Help Desk, enhancing productivity through seamless interactions. (1 reviews) - Tracking Ease (1 reviews) **What users dislike:** - Users experience **connectivity issues** with Spiceworks Cloud Help Desk, including delayed notifications and challenging integrations. (1 reviews) - Users face **integration issues** with Spiceworks Cloud Help Desk, affecting connectivity with other systems and overall responsiveness. (1 reviews) - Users find the **limited functionality** of Spiceworks Cloud Help Desk frustrating due to missing features and integration challenges. (1 reviews) - Users note the **missing features** in the mobile app and face challenges with notifications and integrations. (1 reviews) - Users experience **notification issues** with delayed emails and limited mobile app features, impacting overall effectiveness. (1 reviews) - Time Delays (1 reviews) ## Spiceworks Cloud Help Desk Reviews ### 1. A terrific technical resource with nice free tools **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It is a very polished site with an active community. There are a lot of knowledgeable people whose expertise can be tapped easily. **What do you dislike about Spiceworks Cloud Help Desk?** The community can get a little "spammy" at times. There is a lot of noise mixed in with valuable information. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you are a small shop on a budget, see if their free tools can make the grade before making a large investment elsewhere. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** For a non-profit, this site is simply amazing given the lack of cost. ### 2. Spiceworks **Rating:** 4.5/5.0 stars **Reviewed by:** Raymond S. | Classroom Technology Administrator, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The number of features in the application are pretty impressive. Our main use is for creation and tracking of support tickets to our help desk. We have also used it some of inventory of what devices are connected to our network. **What do you dislike about Spiceworks Cloud Help Desk?** The most annoying thing is the ads on the screen. I guess this is the price you pay for the free version. **Recommendations to others considering Spiceworks Cloud Help Desk:** Give Spiceworks a try. The flexibility of this product and the amount of features it has is pretty amazing. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks has given us a shared and centralized support ticketing system. It is easy for users to create new tickets, and for our staff to assign and track tickets to completion, and even jump in and help each other out. ### 3. Great for a free platform. Works for multiple departments. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Great for a free app. Keeps us accountable to common tasks. Works well through email notifications or online. **What do you dislike about Spiceworks Cloud Help Desk?** Ads and lack of features. But that's all understandable with free service. **Recommendations to others considering Spiceworks Cloud Help Desk:** Great if you need a basic help desk solution and don't want to spend money. Email notifications are great. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Keeps tasks across multiple departments accountable in a ticket system. ### 4. Can't Beat Free **Rating:** 5.0/5.0 stars **Reviewed by:** Nick R. | IT Manager, Retail, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2017 **What do you like best about Spiceworks Cloud Help Desk?** We tried 2 other helpdesk suites (one pay and one free) and Spiceworks, by far, is the most comprehensive and easiest to use. **What do you dislike about Spiceworks Cloud Help Desk?** We have an issue with the Spiceworks Server Service stopping periodically. When this happens we have no warning and stop receiving tickets. It is usually several hours before this is noticed and has caused issues with problems not being addressed. **Recommendations to others considering Spiceworks Cloud Help Desk:** Since it is free there is no downside to trying it. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Issues that would normally slip through the cracks are now being addressed in a timely manner. ### 5. Overall good experience **Rating:** 3.0/5.0 stars **Reviewed by:** Venelina V. | Technical Support Analyst, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2017 **What do you like best about Spiceworks Cloud Help Desk?** You can assign users easily and forward tickets to other users. Good interface. Creating new tickets is easy and the various options for detailed description is very helpful. **What do you dislike about Spiceworks Cloud Help Desk?** You cannot attach more than one file when closing a ticket. The website crashes often and is sometimes slow. Ads are very distracting.Would like to have an option to send all solved and closed tickets via email to an assigned administrator. **Recommendations to others considering Spiceworks Cloud Help Desk:** A little mundane and ads are very, very distracting, but overall good ticketing platform. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** IT-related problems. Everything that needs to be taken care of is organized and can be assigned to the appropriate members of the team very easily. ### 6. Comprehensive help desk solution - and for free! **Rating:** 4.5/5.0 stars **Reviewed by:** Michael P. | IT Systems Administrator, EMEA, Food & Beverages, Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2017 **What do you like best about Spiceworks Cloud Help Desk?** - Full asset management feature - Free - Great reporting for helpdesk **What do you dislike about Spiceworks Cloud Help Desk?** Gives me everything I need from help desk to asset management **Recommendations to others considering Spiceworks Cloud Help Desk:** If there is no DC server for network - some manual setup required **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Record of issues, most frequent issues. Solutions for future IS budget spend ### 7. Flexible software seeks adventurous users **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It's got so much potential, if you are able to write your own plug ins for it or even just take code from the ones available on the marketplace. Even without that though, it's very flexible and friendly to baseline users/help desk personnel. **What do you dislike about Spiceworks Cloud Help Desk?** Unfortunately, we don't have IT personnel capable of programming plug ins for it yet. But we are using it as a starting point to train our employees. We are also having problems with the leaderboard not showing scores correctly, dropping techs entirely. And our paid-for ad-replacement isn't showing our logo. But we haven't addressed the latter with Spiceworks yet, so no need to blame them when we haven't yet sought a solution. **Recommendations to others considering Spiceworks Cloud Help Desk:** Do it. Have a programmer make it even better. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Our end users like Spiceworks much better than Kace. We can more easily control what they do/do not have access to or are obligated to fill in on the new ticket form, so it's a much faster and easier creation of new tickets. Because they like it better, we receive more new tickets instead of phone calls, which improves solution time and honestly, means we actually hear about problems instead of users just dealing with them and not telling us. ### 8. Easy, well integrated to asset managemet but slugish interface **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Program Development | Small-Business (50 or fewer emp.) **Reviewed Date:** December 27, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Good integration with automatic software/hardware asset management and network monitoring **What do you dislike about Spiceworks Cloud Help Desk?** Slow and sluggish interface which doesn't work well on low-bandwidth connection **Recommendations to others considering Spiceworks Cloud Help Desk:** Nothing in particular **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Ticketing. We like how it's integrated with system monitoring. ### 9. Resourcefull Helpdesk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Riaz G. | Team Leader, IT Support, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It's web driven and and integrates with AD **What do you dislike about Spiceworks Cloud Help Desk?** There are a lot of ads around the border that might confuse users. **Recommendations to others considering Spiceworks Cloud Help Desk:** They should seriously consider it and don't just bypass it because it's free. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Created a central location to work as a team to resolve issues for users. It makes it easier to organize the team and ensure nothing it missed. ### 10. A great out of the box help desk. **Rating:** 4.0/5.0 stars **Reviewed by:** Brian C. | Software Developer / President, Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Spiceworks setup to a local server is quick and easy. Before long you are keeping track of your tickets. **What do you dislike about Spiceworks Cloud Help Desk?** While the basic setup is easy, I would have liked an easier user management integration into active directory or AAD **Recommendations to others considering Spiceworks Cloud Help Desk:** It will take some time to get all the features the way you want, but that is the trade-off for free software. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks allows an IT department to keep track of all trouble tickets and requests in one location. ### 11. SpiceWorks Help Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Supermarkets | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I love the simplistic design of this software. I also love that it works so well and that it is free. **What do you dislike about Spiceworks Cloud Help Desk?** using free software in a business setting isn't always ideal but there seems to be a huge community for support **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** this is a very useful ticketing system. works very well assign task and managing open items ### 12. Great Free Helpdesk Software! **Rating:** 5.0/5.0 stars **Reviewed by:** Josh H. | IT Administrator, Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The absolute best thing about this is the price, free! It is customizable and works well for our SMB. My user's love being able to see their open tickets in the portal and being able submit one with an email is a breeze. **What do you dislike about Spiceworks Cloud Help Desk?** The cloud version is not as robust as the on prem server, wish that it had all the same features. Would much prefer it to be in the cloud instead of on a local VM. **Recommendations to others considering Spiceworks Cloud Help Desk:** Its a great product and well worth the price! **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Helps us with IT problem solving workflow and enables us to keep our SLA. It also helps with tracking and prioritizing our IT help requests so that we can stay on top of important customers and large scale outages. ### 13. Spiceworks Helpdesk Review **Rating:** 5.0/5.0 stars **Reviewed by:** Dustin K. | Salesforce Administrator, Renewables & Environment, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Ease of use. Easy to add time, assign tickets, categories, customizability, lots of addons, plugins and extensions available these days. There is an entire marketplace for extensions at https://community.spiceworks.com/appcenter/browse/plugins I definitely recommend getting the PowerPack, Help Desk Customizations and Help Desk Responses plugins right off the bat. The AppCenter is a relatively new part of the platform. Another awesome feature is building reports from SQL queries. Very easy to put together the information you want if the built in options won't let you. And the best part: It's free to get started and use. You can buy it (it's about $500/yr and is called Spiceworks MyWay https://www.spiceworks.com/myway) **What do you dislike about Spiceworks Cloud Help Desk?** No way to add time. Don't mess with the SQLite database at all in any way! Hosed an install we had, luckily had a backup from a few hours before. Always backup your Spiceworks DB folks! Only other things to dislike is the sidebar on the right with ads. Yes you can use an ablocker to get rid of them but that is how they fund the program to keep it free. Although even the paid for version still has ads. **Recommendations to others considering Spiceworks Cloud Help Desk:** Definitely go with Spiceworks, beats a few other apps I've had the displeasure of using **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Growing an IT team from 1 to 2 to 3 to 5 people, Spiceworks had no problems at all. There was never an issue with maintenance, updates/upgrades, too many tickets, etc. ### 14. Fantastic Help Desk Soultion - Hard to belive its free **Rating:** 5.0/5.0 stars **Reviewed by:** Jon G. | Network Engineer/ Professor/ Technology Consultant, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2017 **What do you like best about Spiceworks Cloud Help Desk?** We have been using Spiceworks for the last 5 years as our Help Desk Ticket software. It has never let us down. We recently switched over to their cloud version (Also Free) and still have 0 issues with the software. This software delivers all the functionality we need out of a Help Desk Solution. Still running strong after over 3000 tickets! **What do you dislike about Spiceworks Cloud Help Desk?** The report features of the could version could be enhanced. As of right now, there isn't a whole lot of options there, but that is only a small gripe. **Recommendations to others considering Spiceworks Cloud Help Desk:** Highly recommend looking into their cloud services. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** This software has allowed us to stay better organized when we have all type of work requests coming in. We able to more efficiently use our time in each school building. Soon as we walk in a building we can look up all the orders for that location which has reduced the need for return trips in the same day. We also have massive documentation to prove what work has been done in the district, should we ever need to provide that. ### 15. SW Help **Rating:** 2.5/5.0 stars **Reviewed by:** Tim C. | Network admin, Wholesale, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Set up is easy and takes very little time to deploy. **What do you dislike about Spiceworks Cloud Help Desk?** Not all desktops are detected and that makes it difficult to use. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Trying to head off problems before they become major issues. Benefit is better visibility of what's going on in my network. ### 16. On premisis spiceworks desktop **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff B. | IT Officer, Computer Hardware, Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Free and quick and easy to setup with most options needed for small business. The ability to link separate installations in a federated manner so you can have several running at once that all go to a single instance for complete management of a diverse platform. There is a community around the platform and in general it is a place for great information, problem solving and collaboration. They are constantly adding new features. They have an extensive api and plugin infrastructure in place for extending the platform to other third party products. They have the best search of any helpdesk application I have used. **What do you dislike about Spiceworks Cloud Help Desk?** Network scanning that is integrated into the product can be spotty. Sporadic update schedule can make it hard to keep all instances updated. One month there will be no updates and the next month there could be 5. It is ad supported in the free version which can be annoying but it is FREE they do have a yearly paid option for no ads. Ultimately we opted to keep the ads. They have a lot of other products but not all of them are fully integrated yet. They really cater to more small to medium sized business and interests and so are missing some enterprise features. **Recommendations to others considering Spiceworks Cloud Help Desk:** As with any helpdesk implementation planning before go live is critical. Know your requirements and how you want it to behave. Making major changes after implementation can be difficult. Get involved in the community they are always willing to help and answer questions. Most metro areas have a local user group that meets regularly and is good for networking and info sharing. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Federating our helpdesk so that each country and project office has its own installation but they all report back to our central server so we can have oversight in our corporate headquarters for all issues globally. ### 17. Great product, even at the free level **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Spiceworks Cloud Help Desk?** This was a great solution as a new IT head with out a previous tech presence in a department with limited funds. **What do you dislike about Spiceworks Cloud Help Desk?** I wish the app was a bit more stable but it definitely gets the job done. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** I was able to have a functional help desk system in a short time. ### 18. Spiceworks **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Great way of keeping track of issues and solutions. Merging similar tickets. **What do you dislike about Spiceworks Cloud Help Desk?** I wish there was an option to send notices from the ticketing systems to users. Updates, status reports, etc... **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** None ### 19. Cloud Helpdesk Coming Along Great **Rating:** 5.0/5.0 stars **Reviewed by:** Benjamin B. | BTS Support Manager, Individual & Family Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Spiceworks is a free helpdesk in house or cloud. We currently use the cloud base and the enhancements they keep making makes it hard to look at another paid product. **What do you dislike about Spiceworks Cloud Help Desk?** No SLA management. Being able to have SLA would be great for my team not having to manage timeframes on tickets manually. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Managing Helpdesk tickets ### 20. Excellent Help Desk solution - and for free! **Rating:** 4.5/5.0 stars **Reviewed by:** Mark T. | Director of MIS, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The ease of use on the setup and configuration. We are running our 5 member help desk on the free version with an average of 400+ tickets opened monthly. **What do you dislike about Spiceworks Cloud Help Desk?** Nothing! It covers all aspects of a help function including reporting, custom categories/fields and even an internal use knowledge base. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Tracking of employee issues Assignment of work from the help desk Communication of a resolution Reporting Identifying areas of improvement towards a reduction of issues/tickets ### 21. Great and easy helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel V. | Technicien informatique classe principale, Education Management, Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Simple to setup, easy access for users, can be used from the internet so a user can creat a ticket from home, hotel, etc. Mobile app for apple android for easier access for the support team. Lots of customizing options. Reports are great to figure out what is causing tickets to recur. Knowledge base is great tool for frequently asked questions to simple, user solvable problems **What do you dislike about Spiceworks Cloud Help Desk?** No language option ( we would use it in French ) always have a chat pop up for sales and support **Recommendations to others considering Spiceworks Cloud Help Desk:** Just use it, it's easy to setup and easy for users. It's a must have utility for all buisiness with an in-house IT team **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Centralized management of all IT problems and tasks.. Easier access to support for end users with mobile notifications. Simple problems solved with the knowledge base and we can also keep track of team activity ( who is productive / closing tickets) ### 22. Excellent tool. Gives you every possible resource. **Rating:** 5.0/5.0 stars **Reviewed by:** Michael G. | Technical Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Allows remote access to all machines and allows us to keep a detailed inventory as well as a library of resources. **What do you dislike about Spiceworks Cloud Help Desk?** So far, I haven't discovered anything that I don't like. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It allows me to not have to travel to other sites to work on machines. It allows me to keep a detailed inventory of our firm's devices. It allows me to keep a vast library of resources for all of our employees to access to help answer questions and teach them about our available technology. ### 23. Good way to get organized **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Design | Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2017 **What do you like best about Spiceworks Cloud Help Desk?** As help ticketing solutions go, I like it! **What do you dislike about Spiceworks Cloud Help Desk?** No complaints here. I think it’s easy to use from a request standpoint. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It eliminates [some] email requests that turn into long threads in order to get required information, and helps our team prioritize tasks. ### 24. Awesome (for free software) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It has a lot of great features: It's free! Integrates with Active Directory email notifications and ticket creation Large online community that is very knowledgeable **What do you dislike about Spiceworks Cloud Help Desk?** There quite a few ads but they are off to the side and don't really get in the way. **Recommendations to others considering Spiceworks Cloud Help Desk:** This product is FREE and it works great. We run it on a dedicated server with 4 Processor cores and 4GB of RAM. It is not resource intensive. The online community is very helpful. Spiceworks also has a knowledge base which can be private or public. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Before we had Spicworks, issues were communicated via email. Spice works has made it easier to track progress and keep a record of previous issues ### 25. Great Free Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Leland W. | Computer Systems and Network Manager, Electrical/Electronic Manufacturing, Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2017 **What do you like best about Spiceworks Cloud Help Desk?** I love that it is free but I find so many things about it from mapping out my network devices to keeping track of devices and where they are and if they are online or not. **What do you dislike about Spiceworks Cloud Help Desk?** The ads are there which I dislike but I can work with that considering the price. Plus the community of administrators who come together and help each other overcomes any negatives. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you don't have something in place and you are a small business you can't go wrong with this free solution. They also have paid service available if you need better support than the community forums. However I find the forums can helps you find solutions quite easily most of the time. The forums are also great for interacting with other administrators to find solutions to various bugs in software. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It has helped better track equipment and know if anything ever disappears. ### 26. Great All in One IT App **Rating:** 5.0/5.0 stars **Reviewed by:** Nathaniel H. | Jr. Systems Administrator, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The free ticketing systems and free inventory management. **What do you dislike about Spiceworks Cloud Help Desk?** Sometimes crashes more often that it should. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Every IT problem the company has is logged through it. ### 27. Spiceworks **Rating:** 2.5/5.0 stars **Reviewed by:** Ryen B. | System Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The simplicity of Spiceworks is the best part of it. It is easy to setup, easy to access. **What do you dislike about Spiceworks Cloud Help Desk?** It can be very slow to respond to simple tasks. The "Help Desk Ticket" search is painfully slow and takes a good 5 minutes to display results. **Recommendations to others considering Spiceworks Cloud Help Desk:** Check out the many apps that are also available to add-on to Spiceworks. There are many with built in workflows that cut out the process of doing it all by hand. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Ticketing software. ### 28. The best product on the market for the price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Keeps track of our inventory and our service and sales tickets. **What do you dislike about Spiceworks Cloud Help Desk?** Would like to configure it more to suit our customer database. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Mainly using it for our service desk and help desk. ### 29. GET help and communicate asap **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civic & Social Organization | Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Send in tickets to my IT department and solve the problem quickly without them having to come to the office. **What do you dislike about Spiceworks Cloud Help Desk?** Unable to use if the problem is internet related. Can’t get problem solved. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Misty IT requests for email, phone, printer, other software. ### 30. Good Small to Mid Sized Company Network/Helpdesk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Mike B. | Technical Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2016 **What do you like best about Spiceworks Cloud Help Desk?** It does so much, Hardware and Software Inventory, Emails your of changes or problems on your network even lets you know if a printer is low on Toner. Have used it through 2 Microsoft audits. The helpdesk function is VERY helpful for smaller companies to keep track on users computer needs. **What do you dislike about Spiceworks Cloud Help Desk?** The Software inventory is a bit overwhelming but once you figure out how to get reports of your software your good. **Recommendations to others considering Spiceworks Cloud Help Desk:** I does a lot and its FREE. Great for Hardware monitoring and to see what each workstation has in it and who last logged into it. Even gives you recommended upgrades to it based on its model or motherboard type. Shows what all software is installed and you can set up to to notify you if anything gets installed you don't like or is questionably. Can be setup to give daily, weekly, Monthly reports like if a server has reported an issues or how many computer reported a virus. So much it can do!! **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Hardware inventory and monitoring. Software inventory and see any changes. Once setup it will Email you of any issues or changes, kind of like a digital office assistant. ### 31. Great for small business with little to no budget **Rating:** 4.0/5.0 stars **Reviewed by:** Stacey W. | Senior Systems Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Spiceworks is free and easy to get started with. You can host it on prem or use the cloud. **What do you dislike about Spiceworks Cloud Help Desk?** Advertisements, which is an additional cost to remove. There are some quirky features and I wish there were additional features available for management purposes. **Recommendations to others considering Spiceworks Cloud Help Desk:** It's recommended you read the forums and see what information is out there. There are some additional features one can use if you are able to locate the information. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Our helpdesk was missing tickets and dropping the ball. SpiceWorks resolved this and allows us to monitor what is still outstanding ### 32. Spiceworks Helpdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Todd T. | IT Admin, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It's free and does the job! We implemented it about 2 years ago and haven't had any issues. Staff did not need training in order to use it. **What do you dislike about Spiceworks Cloud Help Desk?** Sometimes we get duplicate tickets and don't know what is causing it. May just be user error when submitting tickets. **Recommendations to others considering Spiceworks Cloud Help Desk:** Try it! You will like the ease of use and the price. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Day to day workstation and software problems. Easy to track what we are spending our time on. ### 33. Gets the job done **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It has all the basic functions you need to operate tickets **What do you dislike about Spiceworks Cloud Help Desk?** The asset management portion needs improvement. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Asset management and Ticketing system. Ticketing system does the job that is required of it. ### 34. Spice works help desk - great free helpdesk and more **Rating:** 4.5/5.0 stars **Reviewed by:** Everett H. | Technology Director, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Ease of use once setup. Keeps users informed of progress via email. **What do you dislike about Spiceworks Cloud Help Desk?** The reporting is fairly basic even though the capturing of the data seems straight forward. Would be nice to have easier time creating custom reports. **Recommendations to others considering Spiceworks Cloud Help Desk:** Great free inhouse hosted helpdesk solution. There are other features that we do not use for asset tracking, inventory, etc **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Help desk ticketing system for users to report their computer technical issues. We also setup for our maintenance department to take care of job tracking and more. Wouldn't know what to do without our daily list of things to do. ### 35. Spiceworks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2017 **What do you like best about Spiceworks Cloud Help Desk?** It is completely free and we manage it locally on our server. I have macros set up within outlook to populate tickets and it keeps our tickets well organized. **What do you dislike about Spiceworks Cloud Help Desk?** Not very end-user friendly. I have them send emails that forward to spiceworks and create tickets that way instead. **Recommendations to others considering Spiceworks Cloud Help Desk:** Want something free? Try Spiceworks. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It enables us to have accurate inventory, and a good subset of information regarding to work tickets done on client's computers, tasks, and how long nay given project has taken. ### 36. Spiceworks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Spiceworks is free and it works great. Very easy to use, but also has advanced features. **What do you dislike about Spiceworks Cloud Help Desk?** Their security isn't really outlined very well, and they also send some information back to their headquarters. This isn't always ideal, especially if the consumer's information is confidential. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks offers a help desk ticketing system for us, as well as network inventory. ### 37. SImple, Free, and Very Effective **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2017 **What do you like best about Spiceworks Cloud Help Desk?** For the price you won't find a better Help Desk platform. Simple easy to use Admin UI and end users have their choice of how they may choose to submit their Help Desk requests. **What do you dislike about Spiceworks Cloud Help Desk?** Obviously with freeware you lose some of the advanced filtering options and rules based response packages but again, you get what you pay for. Eventually we outgrew the Spiceworks platform but during the time in which this was utilized we definitely took advantage of the many features and the efficiency it provided our Department. **Recommendations to others considering Spiceworks Cloud Help Desk:** We stayed on Spiceworks for at least 6 years before moving to more premium Help Desk solutions. During that time we were very happy with the service provided, with the understanding of what the system can and cannot do as freeware. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Easy way for end-users to submit help requests and for IT admins to manage their incoming workflow. Users were able to submit their tickets either through our Help Desk portal or submit through email. ### 38. Excellent ticket software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2017 **What do you like best about Spiceworks Cloud Help Desk?** One email that we can share to receive tickets **What do you dislike about Spiceworks Cloud Help Desk?** Can’t think of anything it’s great software I’d recommend it. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Helps us to have quick response with our clients. ### 39. Spiceworks Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Barry C. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2016 **What do you like best about Spiceworks Cloud Help Desk?** Ease of use for end users and ability to log Helpdesks request via email. Spiceworks will scan inbound helpdesk emails for keywords and assign the ticket to the appropriate support rep based on the keyword content which works effectively. Screenshot attachments are also supported vi email which is another great feature. **What do you dislike about Spiceworks Cloud Help Desk?** The application is supported by ads however this is no great issue given that the helpdesk software is provided free of charge. It also provides asset management requiring a client install on all PC's on the network. Asset management covers both hardware and software so a great way of keeping track of licensing across the network. **Recommendations to others considering Spiceworks Cloud Help Desk:** Give it a go. Its free to use and is a great help when running a support function. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Ability to respond fast and priorities user support requests. ### 40. Tracking abilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2017 **What do you like best about Spiceworks Cloud Help Desk?** I like how it can connect to active directory and I can manage all my help desk tickets. I also like that it is easy to track statistics and what was what. Easy to figure out after a few uses. **What do you dislike about Spiceworks Cloud Help Desk?** At first it was a bit complicated, it doesn't always tell you who sent the ticket it. Other than that I truly enjoy my experience with this software. **Recommendations to others considering Spiceworks Cloud Help Desk:** I recommend it fully, its easy to use and extremely convenient. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** I use it for I.T. Desktop support within a larger small buisiness. ### 41. Easy to use support ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** Cody K. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 13, 2017 **What do you like best about Spiceworks Cloud Help Desk?** -There is a free version -Easy to communicate between team -Allows for apps for customization -Ticket rules apps allows for automation based on keywords or categories -Built-in inventory tracking **What do you dislike about Spiceworks Cloud Help Desk?** Occasionally buggy, support was unable to resolve issues where emails are not sent. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We are able to track where tickets are coming by department and office, also the type of tickets to decide where training could be improved. Also able to track performance of help desk employees. ### 42. A complete product for everything IT **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Ease of setup and use and the fact that i get meaningful information about my environment from this every single day. **What do you dislike about Spiceworks Cloud Help Desk?** Nothing specific that i can think of as a feature i dislike about it, it does the job and to our satisfaction. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Day to day inventory management, resource utilization reports, custom reports about all services in use etc. integration with the ticketing system helps focus on a single tool. ### 43. Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Alicia M. | Network Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** September 28, 2017 **What do you like best about Spiceworks Cloud Help Desk?** The system was easy to use, able to view network computers instantly and troubleshoot **What do you dislike about Spiceworks Cloud Help Desk?** Occasionally froze or locked up on me. Took a lot of system space **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Managing computers ### 44. IT Inventory **Rating:** 4.0/5.0 stars **Reviewed by:** Victor P. | .Net Developer, Consumer Goods, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Installing this software is simple and it works. Getting all computer inventory is simple. **What do you dislike about Spiceworks Cloud Help Desk?** Sometimes it has issues getting apple product details. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Track computer and other network devices. ### 45. Easy to use and best part - its free! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2017 **What do you like best about Spiceworks Cloud Help Desk?** I liked how easy it was to use and the amount of features for a free product. Also the product support is amazing **What do you dislike about Spiceworks Cloud Help Desk?** The server resources are very high and also seems to use quite a bit of bandwidth. **Recommendations to others considering Spiceworks Cloud Help Desk:** This is a product that can be used right out of the box. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** I used Spiceworks to provide a help desk for a 250 person company with multiple offices. ### 46. Good Software for service desk **Rating:** 3.0/5.0 stars **Reviewed by:** Angel Tomás G. | Administration and Finances Manager / IT Manager / Operational Excellence, Wholesale, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2017 **What do you like best about Spiceworks Cloud Help Desk?** SpiceWorks is a platform for IT professionals which knowledge can be shared. Also, it helps to define an IT service desk for users at the company, it is a software where users can open a ticket and this is attended for your IT department. Notifications are sent by email, and it has a console to manage open,closed and in progress tickets. **What do you dislike about Spiceworks Cloud Help Desk?** It is limited about customizing the way the tickets are assigned, for example, you can not escalate them to a higher level. Another inconvenient is that, the creation-ticket template can not be customized at all, only colors and logo are modifiable. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you want to have a platform for your IT personnel, SpiceWorkd it is a good option, because it has a knowledge base where you can document solutions and also a big database of How-to's. If you want to have a software where you can customize the workflow of the entire process, this software will not help on that. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** SpiceWorkds, helped me to introduce in my company the concept of having a service desk software to report any IT issue. Also, it helped me to put discipline and order at IT department. The IT personnel, started to be driven by open tickets instead of receiving requests by email, now they had to estimate a time for ticket completion and document the solution. ### 47. Spiceworks in a 501(c)(3). **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Spiceworks is easy to implement, maintain, and it remains very reliable. **What do you dislike about Spiceworks Cloud Help Desk?** Advanced specialized reports are not easy to create. Specialized reports are easy to create as long as you stay within the criteria available in the GUI. **Recommendations to others considering Spiceworks Cloud Help Desk:** I highly recommend you try the software if you're not sure you should try it. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We use Spiceworks to manage both hardware and software asset management, tracking/solving computer issues, maintaining a record of all issues a computer has over its lifetime. ### 48. Great system for Small business **Rating:** 4.0/5.0 stars **Reviewed by:** Jean G. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2017 **What do you like best about Spiceworks Cloud Help Desk?** How easy it is to use the ticketing system. **What do you dislike about Spiceworks Cloud Help Desk?** The fact that the network monitoring piece does not record past events is a pretty big downside to Spiceworks. It currently only shows you a live feed. **Recommendations to others considering Spiceworks Cloud Help Desk:** N/A **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** A helpdesk all in one for low to no cost. ### 49. Not bad for free! Great starting point when evaluating various help desk / ticketing systems **Rating:** 3.5/5.0 stars **Reviewed by:** Rob H. | Chief Technology Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2017 **What do you like best about Spiceworks Cloud Help Desk?** Easy installation and device discovery. Great community of users which definitely helps when you have questions around rules and notification policies. They probably have a local users group in your area which is another great way to gain knowledge on others are using/leveraging their systems. Small advertising distractions help pay for this freeware system but they are well worth the value. The warranty reminders that come from mfg's discovered is amazing! Pre-warns you of systems coming off warranty, etc. Needs a better inventory reporting/fixed asset based system. **What do you dislike about Spiceworks Cloud Help Desk?** Doesn't always correctly identify equipment vendors / systems. Can be a little frustrating when credentials don't work during discovery process. Alerting could be stronger. What's up Gold probably has the best I've seen and is totally customizable from that perspective. They also need a better way to automatically update their version. Seems I always have to dig around the interface to find this. **Recommendations to others considering Spiceworks Cloud Help Desk:** FreshDesk is another strong competitor. They have free and paid versions. Microsoft also is dabbling with Help Desk through their Office 365 offering **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Organization of tickets and progress updates ### 50. Spiceworks has changed our helpdesk for the better **Rating:** 5.0/5.0 stars **Reviewed by:** Jody G. | Network Specialist II, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2016 **What do you like best about Spiceworks Cloud Help Desk?** The ease at which our users can open helpdesk calls and track the progress of their issues, makes this software invaluable to us. The inventory reports, are so much better than the reports we get from out other inventory software, and run 10x faster. **What do you dislike about Spiceworks Cloud Help Desk?** I have to say, that i dont see any problems, using this software. We havent run into any yet. **Recommendations to others considering Spiceworks Cloud Help Desk:** try it you'll like it. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** As the IT support person for my organization, and because we are a small shop, people used to leave me phone messages, if i were out, my staff wouldn't be able to address them, now they can. The staff here is very pleased with the faster turnaround time, and i can leave them notes, if i'm researching an issue. ## 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?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-05-28+21%3A09%3A41+-0500&secure%5Bsession_id%5D=df29e882-40c5-4956-be22-721af42956d2&secure%5Btoken%5D=7e0270e0876033749407755f41be9668ee030f004bdf4491c1570d906848655c&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 (1,289 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (951 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) - 4.5/5.0 (712 reviews)