--- title: Spiceworks Cloud Help Desk Reviews meta_title: 'Spiceworks Cloud Help Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 311 reviews by the users' company size, role or industry to find out how Spiceworks Cloud Help Desk works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 311 scale: '5' date_modified: '2026-07-07' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # 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** , enhancing teamwork and improving efficiency in managing tickets effectively. (1 reviews) - Users value the **communication efficiency** of Spiceworks Cloud Help Desk, enhancing collaboration and streamlining ticket management. (1 reviews) - Users praise the **efficiency** of Spiceworks Cloud Help Desk for its streamlined ticket submission and tracking capabilities. (1 reviews) - Users value the **efficient ticket submission and tracking** in Spiceworks Cloud Help Desk, enhancing collaboration and insights. (1 reviews) - Users value the **team collaboration features** that enhance communication and streamline the help desk process. (1 reviews) - Tracking Ease (1 reviews) **What users dislike:** - Users experience **connectivity issues** with Spiceworks Cloud Help Desk, including delayed notifications and challenges in integration. (1 reviews) - Users face **integration issues** with Spiceworks Cloud Help Desk, struggling with feature gaps and responsiveness delays. (1 reviews) - Users criticize the **limited functionality** of Spiceworks Cloud Help Desk, noting missing mobile features and integration challenges. (1 reviews) - Users note the **missing features** in the mobile app compared to desktop, affecting overall usability and notifications. (1 reviews) - Users face **notification issues** with delayed emails and limited mobile app features, impacting overall efficiency. (1 reviews) - Time Delays (1 reviews) ## Spiceworks Cloud Help Desk Reviews ### 1. A whole lot of value for very little money. **Rating:** 4.0/5.0 stars **Reviewed by:** Timothy G. | Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2019 **What do you like best about Spiceworks Cloud Help Desk?** Spiceworks is impressive in both its software offering and community all while maintaining a free-to-low cost model. **What do you dislike about Spiceworks Cloud Help Desk?** Spiceworks does not seem to be designed with billable hours in mind which serves as a stark contrast to other ticketing software. **Recommendations to others considering Spiceworks Cloud Help Desk:** Users looking to output their time entered into Spiceworks into billing software may want to look elsewhere, but for internal IT Spiceworks has it all. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks has allowed for consistent project tracking and ticketing in an easy to maintain package. ### 2. Great Help Desk Application **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about Spiceworks Cloud Help Desk?** Ease of use, full customization and great customer support! **What do you dislike about Spiceworks Cloud Help Desk?** I haven't been able to find anything I dislike about this product. **Recommendations to others considering Spiceworks Cloud Help Desk:** None at the moment **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Help desk ticketing and tracking trouble tickets ### 3. Easy to use and does the job! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2019 **What do you like best about Spiceworks Cloud Help Desk?** The framework is super easy to use! It’s such an easy way to streamline the process of someone experiencing a problem to having that problem resolved. **What do you dislike about Spiceworks Cloud Help Desk?** Occasionally, the program glitches and resends responses and emails. I wish there was an easier way to merge tickets as well. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Microsoft suite issues like with outlook and word. Also, computer issues such as crashes and learning tutorials. ### 4. Good free platform **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I like that this platform is free, and has allowed us to compile a ticketing system, inventory, and a user list. **What do you dislike about Spiceworks Cloud Help Desk?** The program sometimes is laggy, as it will not let me add items to inventory or people to the list. It will just keep the loading screen up forever. They also phased out their archives **Recommendations to others considering Spiceworks Cloud Help Desk:** I definitely would use this program if a purchasable program was not an option **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** we use it to minimize inventory mishaps and to track our work. We have needed it greatly, it helps us show the work we do, the inventory we run, and prior issues for look up on how to fix them (if previously ticketed) ### 5. Spiceworks Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2018 **What do you like best about Spiceworks Cloud Help Desk?** We have been using Spiceworks in our school district for over four years. It is easy for teachers to create tickets and receive updates from us as we work on the issues. There is also a mobile app that we can be alerted to tickets when we're on the road. **What do you dislike about Spiceworks Cloud Help Desk?** Occasionally need to reboot the services. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Allows us to meet our SLA for TTR (time to respond). ### 6. Spiceworks is a great free HelpDesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** January 16, 2019 **What do you like best about Spiceworks Cloud Help Desk?** I like that spiceworks is a free to use software with minimal ads and all the functions I need from a HelpDesk system **What do you dislike about Spiceworks Cloud Help Desk?** I’ve had multiple crashes in the year and a half I have used it. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Having an easy to use helpdesk system that helps organize clients issues has been extremely beneficial ### 7. You get a little more than what you paid for. **Rating:** 3.5/5.0 stars **Reviewed by:** Tim V. | Owner, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Ease of setup and migration to Spiceworks. Cost, of course. Add-ons help extend some functionality. Highly suggest the following Add-Ons; Helpdesk Powerpack, Helpdesk Queue, Helpdesk Responses, and Subcategories for 7.3+. Uses SQLite, so custom reports are able to be designed with references to multiple tables. **What do you dislike about Spiceworks Cloud Help Desk?** Built-in portal is difficult to customize without a developer to assist. SLAs and Priorities are very simple without an add-on or a developer. Dashboard isn't as customizable as it would lead you to believe. Only three out-of-the-box statuses; Open, Waiting, Closed. The answer to extend that is to ignore the built-in status field and create a custom attribute which breaks inherent functionality. **Recommendations to others considering Spiceworks Cloud Help Desk:** Great, simple Ticket Tracking for small business with limited infrastructure. Larger businesses with larger infrastructure but smaller IT teams will find it limiting and should consider spending some money on more feature rich products. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** A fresh interface with some expanded capability over our previous software (OpenSource BugTracker). We were hoping to stand up a customer-facing portal but we were not able to customize it to our liking so that was shelved. ### 8. Great, Free HelpDesk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2019 **What do you like best about Spiceworks Cloud Help Desk?** I love the ease of use Spiceworks provides in addition to its competitive pricing (free!). **What do you dislike about Spiceworks Cloud Help Desk?** I have experienced a few slowdowns in my year of using **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Having a well organized ticketing system with data analytics to prove productivity is helpful in year-end reviews ### 9. Easy to use Help Desk system **Rating:** 4.0/5.0 stars **Reviewed by:** John S. | Assistant Manager, Network/IT, Pharmaceuticals, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2018 **What do you like best about Spiceworks Cloud Help Desk?** The Spiceworks Help Desk is very user friendly and can be customized to meet a variety of specific requirements. The Spiceworks support team is very helpful in the event that issues arise. The Spiceworks Community is also very useful for sharing knowledge with other IT professionals. The Help Desk is available for either an in-house or cloud-based installation. Both work equally well. **What do you dislike about Spiceworks Cloud Help Desk?** The Spiceworks Help Desk has a feature that can scan your network and create an inventory of all devices. Although this is a nice feature, the inventory is usually not very accurate and at times is inconsistent. This usually requires an admin to clean up the inventory list, which can be cumbersome when a large number of devices are added. **Recommendations to others considering Spiceworks Cloud Help Desk:** Setup integration with Active Directory and customize the Help Desk user portal. Give the users an option to submit tickets by sending an email to a particular address. This will save the users time by not requiring them to access the portal each time. You can also install the Spiceworks mobile app and manage tickets from your mobile device. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We were able to create an IT change management system for our systems. Whenever a change is required, an admin would create a change ticket, and then assign the ticket to the IT Manager for his review and approval. We are able to create reports of all changes made to IT systems. We are also able to keep track of all IT issues and requests from the users. ### 10. Simple to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Brett D. | Chief Technology Officer, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Spiceworks Cloud Help Desk?** We use this software across all five of our locations. It helps us collaborate and tackle problems more efficiently since we are on different continents and time zones. **What do you dislike about Spiceworks Cloud Help Desk?** There really isn't much that we do not like, the only thing we wish it had was more accurate reporting. **Recommendations to others considering Spiceworks Cloud Help Desk:** Use the free version first, make sure it suits your needs **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We have over 2000 users that our the IT dept has to support and we use Spiceworks for ticket submission and tracking. ### 11. Awesome resource for your help desk needs! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2019 **What do you like best about Spiceworks Cloud Help Desk?** Ease of use and ease of administration. **What do you dislike about Spiceworks Cloud Help Desk?** Ads, but i understand that they need to make money somehow. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Centralized Help desk ticketing system ### 12. Great, simple help desk for small teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2018 **What do you like best about Spiceworks Cloud Help Desk?** You have the option of local or hosted help desk software, both free. You can bring tickets in from email or use a portal (but let’s be honest, you’re way more likely to get people to use email). Custom categories and attributes are great for custom reporting. **What do you dislike about Spiceworks Cloud Help Desk?** As your team gets more complex you may not have the options you need to divide who sees incoming tickets **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Enables staff to submit problem reports, equipment requests, etc. so that the IT team can assign tasks based on availability. ### 13. Spiceworks Review **Rating:** 3.5/5.0 stars **Reviewed by:** Seth B. | Applications Administrator, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2018 **What do you like best about Spiceworks Cloud Help Desk?** It's free. we like the ability to create tickets within Spiceworks, email, user portal (even though we currently do not use the portal). The community where you can go and ask questions. then there's the addins to customize HD to your needs. **What do you dislike about Spiceworks Cloud Help Desk?** It's free. email is the only support, but they are good at responding within a day, but sometimes that is not good enough. Recently we had to delete old tickets to speed up performance because it was crashing and we couldn't have that two days before classes started back up. Multiple departments cannot use it with a separate database. they will share everything. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you are just getting started with a ticketing system or don't currently have the budget to buy one, then look at Spiceworks. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Before spiceworks, we were using a ticketing system that integrated with Outlook, and as needs grew, that needed to be replaced with a full blown HD ticketing system. We are now able to track not only open tickets, but closed, and can combine tickets if multiple people are working on a similar issue. ### 14. SpiceWorks Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Very simple to use and easy set-up, the knowledge base is full of various technics and procedures, great source of knowledge for me team **What do you dislike about Spiceworks Cloud Help Desk?** There are some weaknesses in the reporting tools, it does not support a multi-tenant environment and does not allow outside users to access app **Recommendations to others considering Spiceworks Cloud Help Desk:** great tool for smaller compainies to spin up a help desk qucikly **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** quick and fast help desk set up ### 15. I have used Spiceworks on and off for many years and it has never let me down. **Rating:** 5.0/5.0 stars **Reviewed by:** Michael T. | IT and Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2018 **What do you like best about Spiceworks Cloud Help Desk?** The price is the first thing that most people would agree is excellent. For the VERY low price of FREE, you get a full service help desk software system, and network monitor rolled into one. Since Spiceworks is free, that probably means that it isn't very good, right? Dead wrong, this software is as good or better than many paid softwares that I have used including Vivantio and ServiceNow. The reports that it is capable of producing are second to none. If you are looking to implement a low cost Help Desk solution that also works, then look no further, Spiceworks is the software that you need. **What do you dislike about Spiceworks Cloud Help Desk?** The only drawback at all that I can name about Spiceworks is the length of time that it takes to complete a scan. I have see a scan with 4-500 devices on a network take >3 days. This is of course including multiple vlans, but still that is a very long time to wait on a scan to finish. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you want a Help Desk software that works, is easy to maintain, and costs zero, Spiceworks is for you. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks gives you a free, easy to use help desk solution that includes a ticketing system, inventory system, and a network monitor. Every tool included works well, it perfectly integrates with ManageEngine, and the support it Tier 1. I highly recommend this software. ### 16. Simple to Use, but Not A Lot of Frills **Rating:** 3.5/5.0 stars **Reviewed by:** Brandi L. | Office Manager, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Ease of Use is the ultimate selling point. We have a some employees with limited IT knowledge, so this helps cater to them as well as those who are accustomed to dealing with more complex software. It's also user friendly on the administrative end. **What do you dislike about Spiceworks Cloud Help Desk?** The email process for updates could be better. It tends to send out too many emails as updates are made, however, this does help maintain good communication with staff as updates are made. I would prefer if it the administrator could choose to bypass email updates for minor issues that only need notification once the issue is resolved. **Recommendations to others considering Spiceworks Cloud Help Desk:** I recommend this system for companies who have a team of employees that does not exceed 250 people. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We have two large campuses, so this software allows us to have an efficient way to communicate our IT issues in such a way to solve problems and keep a track of their progress as issues are being handled. ### 17. Needed something fast free and out of the box .. Spiceworks fit the bill. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Installed it and had it up and running in no time, immediately connected it to an office365 exchange mailbox and my users are able to send an email, have a ticket returned to them, and they are notified of the ticket completion. **What do you dislike about Spiceworks Cloud Help Desk?** There are ads in the free version and the network scanning is a bit cumbersome, overall its pretty great. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** So easy to manage my "Actionable" requests, rather than combing through my email inbox looking for tasks that need to be completed, I forward the email to support, spiceworks picks it up and creates a ticket. It is my go to "To Do" list with searchable history. ### 18. Great network for Network and System adminss **Rating:** 4.0/5.0 stars **Reviewed by:** Sarah G. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I liked that I could sort tickets by author, date, completion, etc. I also liked how intuitive it was to use. **What do you dislike about Spiceworks Cloud Help Desk?** I wish it were easier to upload files to individual tickets, and I wish they sent me fewer email updates. I also cannot figure out how to delete tickets. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We use it at the school where I work to keep track of IT issues. We have three campuses, with at least 5 servers and 60+ workstations at each, and without Spiceworks to keep us organized, we'd be overwhelmed with all the issues. We also use it with our student interns to get them more comfortable with documentation. ### 19. Look Ma, No Hands! Solid Ticketing Software for free! **Rating:** 3.0/5.0 stars **Reviewed by:** Antoine F. | Telecommunications Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2018 **What do you like best about Spiceworks Cloud Help Desk?** We were able to setup a solid help desk ticketing system for free and helped us to be notified of fires quickly to minimize down time and company loses. **What do you dislike about Spiceworks Cloud Help Desk?** Although software was very solid for ticketing system, does have a bit of a learning curve for features. **Recommendations to others considering Spiceworks Cloud Help Desk:** Great software for a great price. We we're a company of less than 100 people and it worked great for us. It kept things running smoothly and also help us to avoid a lot of fires. This was a couple years ago, so probably have great improvements and features now! **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We were able to remotely help agents without leaving seat, which would allow us to be more efficient and resolve multiple tickets at the same time. ### 20. Great Free Product With Tons Of Community Involvment **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2018 **What do you like best about Spiceworks Cloud Help Desk?** The price! Aside from that, the amount of community support is amazing. If you have a problem and Google it, most likely you'll get directed to Spiceworks (Community Page). **What do you dislike about Spiceworks Cloud Help Desk?** I wish there was a way to pay to remove all ads and make it look like more of a professional product. It's a pain to print out tickets when they include ads. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you are looking for great, free ticket creation, management and asset management, Spiceworks is it! **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Keeping track of projects and issues, more easily taking in customer issues. ### 21. Good for a free tool, searching is a pain. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I like that Spiceworks is free and that you are able to customize the fields. The setup is pretty painless, setup a server and install, upgrades are the same way. You can use keyboard shortcuts to create tickets, which can make the task of entering tickets pretty fast. They also provide views that allow you to switch between open tickets and my closed tickets, I use that feature a lot. **What do you dislike about Spiceworks Cloud Help Desk?** Searching for a past ticket is near impossible. We haven't found a way to search that doesn't bring up either no results or way too many. We've also experienced where Spiceworks stops working, but we don't realize it and it ends up being a major issue. **Recommendations to others considering Spiceworks Cloud Help Desk:** This is a great tool if you need a simple help desk and don't want to spend the money. There are ads, but you get used to them. Upgrading the software is easy. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks allows us to track tickets for our users. Yearly we run reports to see how many tickets our help desk technicians receive, this allows us to justify the number of IT members. ### 22. Works and great for the price and even Brain Dead users need no training. Using for at least 8 years **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff M. | Director of Information Technology, Supermarkets, Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Very simple to use and setup. Best quality is that even brain dead end-users can adapt and onboard without issues. **What do you dislike about Spiceworks Cloud Help Desk?** Lack of a class or ability to hire an expert to help us configure it to utilize all the many many features we do not use. Easy to settle into complacency as it does it's main job without much effort or maintenance. **Recommendations to others considering Spiceworks Cloud Help Desk:** Can not hurt to try and certainly worthy. The price cannot be beat. Full disclosure we do pay the small amount so there is no ad-ware. I think it's like $150 annually. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Help desk logging and dispatch tool. Works for many other things, but we barely take advantage of those things. We should take more time as it could replace several tools we pay for as well as tools that do not do as good a job or processes we do manually. When it is down (almost NEVER) we are in a world of hurt. ### 23. best software there is for free **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I would need to do it on a list: 1) its free 2) the support is amazing 3) It has a lot of flexibility when it comes to permissions, and level of access 4) It allows reporting on basically everything on the network, including tickets **What do you dislike about Spiceworks Cloud Help Desk?** I really can not think on anything I do not like. I see the software could have more features but its heading in the right direction **Recommendations to others considering Spiceworks Cloud Help Desk:** Its free, easy to use, and it has a lot of flexibility when it comes to permissions, level of access, reporting and visibility **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Ticketing system ### 24. Spiceworks makes submitting tickets easy **Rating:** 5.0/5.0 stars **Reviewed by:** Justin B. | Computer Technician & YouTube Content Creator, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2018 **What do you like best about Spiceworks Cloud Help Desk?** You get your own helpdesk portal so it makes it easy for clients or coworkers to submit a ticket. You get a very professional email address, Along with getting to participate in a large community of professionals. Not to mention the spiceworks tools that are available. **What do you dislike about Spiceworks Cloud Help Desk?** The network scanning tool is very very slow. I think the overall GUI could use a slight uplift. **Recommendations to others considering Spiceworks Cloud Help Desk:** It really is very easy to setup and use. And has been very stable. The interface is clean but could use a slight update. The response time is great. ALmost zero lag between time of ticket submitted and it being received. You can even automatically link a ticket to a user if you wanted. . **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** It gives a professional platform for clients to contact me. Being able to distribute the spiceworks email and direct them to the custom portal. Helps to keep everything organized. ### 25. Used to be freemium and then went all vendor sponsored. Just an FYI if you want to deploy internal **Rating:** 3.5/5.0 stars **Reviewed by:** Brent Q. | Networking & Infrastructure Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** January 12, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Great tool for capturing systems, applications, and identifying issues in advance. The helpdesk is the natural extension of this since it allows an admin to see details about a users PC without asking them "what do you install recently" since SpiceWorks will have captured it. No room to claim nothing but have done something. **What do you dislike about Spiceworks Cloud Help Desk?** The amount of vendor content can be too much. It is why it is free so it is always a fine line between too much and how much value you receive. **Recommendations to others considering Spiceworks Cloud Help Desk:** Help Desk is one of many different offerings so make sure you get what you need and be aware whitelabel option is not possible (as far as I can tell) anymore or really the focus. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Proactive alerts about issues and problems, easy documentation of changes that occur, and access to details that you would not have about a system and what has changed. ### 26. Decent Program **Rating:** 3.5/5.0 stars **Reviewed by:** Steven W. | Desktop Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I enjoyed the ease of use with the program **What do you dislike about Spiceworks Cloud Help Desk?** I disliked that when a user wanted to update the ticket by email they couldn't. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Keeping up with tickets and who they are assigned to. ### 27. Spiceworks Helpdesk is great for small businesses **Rating:** 4.5/5.0 stars **Reviewed by:** Andrew S. | Senior System Administrator, Publishing, Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Super easy and fast setup and easy for users to submit help tickets. **What do you dislike about Spiceworks Cloud Help Desk?** Customizing the help ticket form can be a little difficult for non-web programmers. **Recommendations to others considering Spiceworks Cloud Help Desk:** A great simple product you can use for internal trouble ticket management or you can post the help desk ticket submission page to your public website and help outside customers with it as well. It is customizable but you need to know a little bit of coding to make changes to the default ticket. support for the product by the company is pretty thin but they do offer a support forum where other users can help you and its pretty active. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Trouble ticket management is solved by spiceworks helpdesk and also going back and finding your solution to previous instance of a repeat problem is much easier now. ### 28. Spiceworks is compatible for our students and staff to navigate through. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Being able to choose from several different labels for creating tickets to make it specific and easy for staff/students to read. Searching for tickets by ticket # makes it easy. Being able to search in search bar for the ticket number makes it easy to find the tickets, especially if they're from a date from a while back. **What do you dislike about Spiceworks Cloud Help Desk?** Getting emails regarding new, updated, and closed tickets. Other than that, it is a good system. **Recommendations to others considering Spiceworks Cloud Help Desk:** Ask detailed questions before purchasing. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Related computer or printer problems to help students and staff provide best care for patients and creating usernames and accounts for new staff. We assign our notes to the appropriate staff member to handle the issue. That staff member will then comment on the ticket to communicate to other staff members if he resolved the issue or needed to recruit another staff member to complete the job. ### 29. Great Free Software for Tracking Tickets or Jobs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I like the fact that it is free and you are able to maintain and control what you need to see. I also like the reporting aspect of the software. **What do you dislike about Spiceworks Cloud Help Desk?** Its kinda a resource hog and the customization isn't fully. Their are some things i would like to change like the ticket form and how its laid out but i can not. **Recommendations to others considering Spiceworks Cloud Help Desk:** Make sure the server you put it on is either dedicated or is one that uses low resources. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Tracking of tickets is the main reason we got this software and started using it. The biggest thing now is time tracking of how much time we spend on certain issues. ### 30. Spiceworks Helpdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I like that it's Free, fairly easy to setup and administer. **What do you dislike about Spiceworks Cloud Help Desk?** I dieslike the fact the user portal wasn't already translated : I had to translate to french **Recommendations to others considering Spiceworks Cloud Help Desk:** Well it's free, so there no risk other than the time involvement **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We track issues and pull statistics based on that data ### 31. Extremely useful software that offers many features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Useful software that offers many features for IT departments in businesses of any size. Categories make it easy to find and sort tickets based on company needs. **What do you dislike about Spiceworks Cloud Help Desk?** UI/UX could be a bit more appealing/user friendly. Everything seems dated but then again it is a free software so theres not much to complain about. **Recommendations to others considering Spiceworks Cloud Help Desk:** Simple and free help desk software that is easy to implement **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Easy way to keep track of inventory and search for previous tickets. ### 32. Spiceworks could use some improvements **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Religious Institutions | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I like the spice forum. Spiceworks has some excellent features but the forum give you a place to collaborate without hidden fees. **What do you dislike about Spiceworks Cloud Help Desk?** The dependability of the software. It keeps freezing and crashing. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Ticket system. ### 33. Great free app for service and asset management **Rating:** 5.0/5.0 stars **Reviewed by:** Mark F. | Freelance Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2018 **What do you like best about Spiceworks Cloud Help Desk?** I've configured Spiceworks for multiple companies. It has everything one needs for service and asset management. On the service management side, customized ticketing templates, business rules, ticket escalation, integrated LogMeIn Rescue component for RDS. On the asset tracking side, a network scanner continually scans for devices to let you know when something's on or off. Spiceworks keeps track of all Meta data for each device and alerts you when something is reaching the end of service or shelf life. Custom alerts let you get alerts for just about anything you want. **What do you dislike about Spiceworks Cloud Help Desk?** While Spiceworks is a completely viable Help Desk solution, it's not an out-of-the-box app. There are some limitations to ticket customization, and the knowledgebase is part of the entire Spiceworks online user community. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks allows you to easily track service requests and assets for your organization. It's cost-effective and provides a good baseline for managing IT assets. ### 34. Spiceworks, great value for my team **Rating:** 4.5/5.0 stars **Reviewed by:** Gary E. | IT Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Great development of product features allowing for helpdesk and collaboration of a wide range community **What do you dislike about Spiceworks Cloud Help Desk?** Hard to criticize for the Cost of the product. **Recommendations to others considering Spiceworks Cloud Help Desk:** Huge benefit for very little investment **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Helpdesk ### 35. Spiceworks very useful for Helpdesk coordination and organizing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Ability to categorize the calls, search for whatever you'd like easily, and organization of the tickets **What do you dislike about Spiceworks Cloud Help Desk?** Every afternoon starting at 1pm CST, it becomes increasingly slow. I have to refresh the page several times an afternoon. I reboot every night as well. **Recommendations to others considering Spiceworks Cloud Help Desk:** The free version is adequate but I believe it would be even better if we purchased an actual data amount. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Helpdesk organization, assignments, and tracking ### 36. Spiceworks Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Efficient Help Desk software. Great for monitoring issues, finding trends in common problems, and helping us with our end user training **What do you dislike about Spiceworks Cloud Help Desk?** Wish the modules would be a little more separated, we dont need the Network Scanning feature, so it would be nice to just have a Help Desk version where that is all it does. **Recommendations to others considering Spiceworks Cloud Help Desk:** Great for ticketing system, Have not used the "Inventory" module. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Ticketing system is great, we did not have a formal IT Help Desk before. Made life much easier ### 37. Good Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2018 **What do you like best about Spiceworks Cloud Help Desk?** So easy to use. very user friendly. Easy to manage and assign tickets **What do you dislike about Spiceworks Cloud Help Desk?** Too many ads in the page. Sometimes makes it look less professional **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Support system ### 38. I'm sure it works great if configured correctly and maintained **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 22, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Users within the company are easily able to open trouble tickets for IT issues. I am able to assign the tickets to and IT staff member to handle the ticket. **What do you dislike about Spiceworks Cloud Help Desk?** There is an ongoing issue (mainly with Chrome, but have experienced it in IE) where tickets are not going through when users are submitting them. This has been going on for several months. Users are often having to submit the same ticket multiple times before it finally goes through. Also, issues with it not saving when adding notes or when someone tries to accept or close a ticket. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you're going to implement this, make sure you've got someone who will stay on top of maintaining and configuring the tool. The person we have handling ours does a terrible job. It's not really something you can just "set and forget". The server we have it set up on needs to be periodically rebooted (Spiceworks starts acting a bit wonky when it needs to be rebooted), certain fields that should be set as required aren't set as such. These are all things that fall on our person maintaining Spiceworks, not Spiceworks itself. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We use this for our IT department. Users are able to open tickets when they are having trouble with systems we support. It helps us to keep track of things we're working on, as well as track where there are issues. ### 39. Good support desk tool that is easy to learn **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Law Enforcement | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2018 **What do you like best about Spiceworks Cloud Help Desk?** It does not over complicate things with flashy UI and needless bells and whistles, but it does give you everything you do need in a Helpdesk system. **What do you dislike about Spiceworks Cloud Help Desk?** It can take some time to do a search through old tickets. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** I work as onsite Helpdesk in a 911 center. This gives me the tools I need to help my users while maintaining a log of work done. The simple interface was easy to learn and flexible enough to meet the needs of a fast paced environment such as a 911 call center. ### 40. The Spice of Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about Spiceworks Cloud Help Desk?** Tickets are easily tracked and shared among those in need. **What do you dislike about Spiceworks Cloud Help Desk?** The back end took time to create, but otherwise it is an all around good product. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Facilitating communication with our staff about issues has increased our productivity. ### 41. Excellent and Free **Rating:** 5.0/5.0 stars **Reviewed by:** Graham C. | Manager IT, Education Management, Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2018 **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. **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. **Recommendations to others considering Spiceworks Cloud Help Desk:** If you need a solution for a smaller enterprise, this is an excellent solution. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We are solving a number of issue. Asset management. User assignment of assists and tickets. Ticket management. Network maps! ### 42. Superb help desk software **Rating:** 3.5/5.0 stars **Reviewed by:** Michael M. | Help Desk Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2017 **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. **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! **Recommendations to others considering Spiceworks Cloud Help Desk:** Absolutely give it a try unless you're already using a different solution. Changing horses midstream is difficult enough for other solutions, you don't need users struggling to adapt to a new ticket filing system as well. That invites the inevitable creation of in-house tickets about creating tickets and no one wants to wade through that bog. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** A help desk solution is as useful as the problems you try to solve with it. We create tickets for pretty much everything relating to service for a client and have it set up so that tickets are auto-generated for us whenever we receive messages in our support inbox. ### 43. Need a helpdesk? Want it to be free and backed by a bunch of people? **Rating:** 4.0/5.0 stars **Reviewed by:** Allison T. | IT Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2017 **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. **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. **Recommendations to others considering Spiceworks Cloud Help Desk:** With Freshdesk dropping free use and most other desk tools doing seat limitations. Jumping in on a robust, large community user base that is free. Yes, its not perfect but no desk tool is and they cost. Give Spiceworks Help Desk a try and you will stick around. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Needing a Help Desk program that integrates with other network monitoring and inventorying program right off the bat solves many small to middle ground IT needs. As we all know these size IT dept are understaffed or thrown together and they need a combo of these tools at this price...FREE! ### 44. Brilliant alternative for smaller IT teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2017 **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. **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. **Recommendations to others considering Spiceworks Cloud Help Desk:** Couldn’t comment on the use of Spiceworks for big companies, but for smaller companies with smaller IT departments it is a great, free alternative to other solutions. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** I am new to the business and they only recently started using spiceworks to keep a log of help desk calls, before that it was apparently very chaotic. ### 45. Can't beat free **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Design | Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2018 **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. **What do you dislike about Spiceworks Cloud Help Desk?** Not enough customization or options for dashboards and categorization, not very polished. **Recommendations to others considering Spiceworks Cloud Help Desk:** Great for small businesses **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Responding & tracking tickets & issues ### 46. Very basic but gets the job done. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2018 **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. **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. **Recommendations to others considering Spiceworks Cloud Help Desk:** Simple enough - no frills help desk. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Spiceworks makes it very simple to submit a ticket, especially considering many of our employees are not software savvy. There will always be those that use direct mail to solve their IT issues, but most use this tool because of it's ease of navigation. ### 47. Great solution! Meets our needs! **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle D. | Data Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2017 **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. **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. **Recommendations to others considering Spiceworks Cloud Help Desk:** Take advantage of the free add-ons (apps) for the product. There are some great ones that really make Spiceworks easier to use and help increase efficiency. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We have been able to easily track the status of employee and student needs in our district. We can also pull reports with a wide variety of ticket information to present statistics to district administrators, etc. ### 48. Great Help Desk Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Ginger A. | Director, Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2017 **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. **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. . **Recommendations to others considering Spiceworks Cloud Help Desk:** I think it is a great tool. It really provides our staff and easy and effective tool to submit support tickets for our IT staff. It also allows our IT staff to stay on top of user issues, and identify any treads in issues. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** We use Spiceworks for our support ticket submission for our three offices. As for benefits, it has improved our IT response rate and time for support ticket needs. It also helps us better support our international offices who do not have IT staff on site. ### 49. Great product for no cost! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2018 **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. **What do you dislike about Spiceworks Cloud Help Desk?** There is honestly nothing I do not like about the product. It works very well. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Reporting on assets and awareness of patching needs. ### 50. Great multi use tool with excellent customization options **Rating:** 5.0/5.0 stars **Reviewed by:** Justin L. | Network Administrator, Biotechnology, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2017 **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. **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. **What problems is Spiceworks Cloud Help Desk solving and how is that benefiting you?** Tracking of user issues has been much improved since our helpdesk system went live. We can now ensure no issues fall to the side and can also track the time these issues take to complete. ## 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=2&variant=default§ion=pricing&secure%5Bexpires_at%5D=2026-07-09+15%3A21%3A09+-0500&secure%5Bsession_id%5D=76436126-b50b-4e4f-950c-8db9bbf9b93c&secure%5Btoken%5D=7df51656df744f478b5836fd4c48536e6c92787c0edaf72febc3985bcc2936af&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 (1,290 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) - 4.5/5.0 (715 reviews)