Spiceworks Cloud Help Desk Pricing

It was a low cost option that provided most of the features and functionality we were looking for in a Help Desk system.

The reporting features were minimal and the ability to create usable ticket flows was limited.

Community forum. Personally, I consider forums a waste of time since you normally have to look for ages and still never get the answer you need. Communities are based that "someone has experienced this problem before" and is willing to share in all detail what the problem (can be awkward) and share the solution as well. On the Spiceworks community (cheers!), we have always found answers that you usually only find on paid communities (details, scripts etc). The software (FREE!) gives you a great overview, even if you are spread over multiple locations and/or multiple networks. A complete inventory and a ticketing system that are customisable and ready to integration software and scripts. What more do you want for free?

This is definitely not the worst but it takes a bit of getting used how Spiceworks operates. Like other platforms there is a learning curve. Some integration with other 3rd party software might not be straight forward but then there is the awesome community.

First off, nobody has ever complained about free. Spiceworks itself does what it is meant to do -- it provides a simple helpdesk for you and your users, with basic features you'd expect from a support system. It's full of little things, like a built-in knowledge base, built-in remote support, integrations with other tools, etc. The real value in Spiceworks though is it's community; it's like Experts Exchange on steroids. Everyone is friendly and helpful, and vendors have direct representation in the forums to help you with both sales and support questions. It rarely feels like anyone is trying to sell you anything in Spiceworks' community, but at the end of the day you end up buying from some vendors *because* of how they treat you there. It's incredible.

Inventory... inventory is not good. If you don't get it set up perfectly the first time, you might as well turn it off and forget about it. There's still no really good way to handle historical data and devices you no longer control.

There is one feature of Spiceworks which I appreciate the most. It gives you the opportunity to check your network and find out what devices are connected to it. This means that it provides a lot of information about those devices such as their IP addresses. Another advantage of this platform is that it is completely free. If we compare the quality of work of Spiceworks with other platforms, it will...

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The first issue I should mention is the app itself. As for the mobile app, it is heavily text-based, it would be nice to see more graphics there. In addition, I would like to see one app which shows the community and the form together. Unfortunately, there is a lot of commercial which can be annoying but on the other hand, it is understandable: the platform is free and it depends on ads to get some income. I wish it could be easier to work with tickets and especially the deleting function.

This is a free product, which in itself is impressive when you consider what you are being offered. In addition to a customizable ticketing system, you are given an inventory system, and a newly added network monitoring function which so far has been nothing short of impressive (Until now I have been using PRTG Monitor, which in itself is a wonderful tool, but not free.) The initial setup is very easy,...

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Plugin compatibility. Some older plugins may no longer work well with newer version of the software, as well as some of the newest plugins requiring the latest update, but these are just minor nitpicks.

Does a great job of managing our help desk ticketing system. Nobody likes making tickets, but with 4 techs watching the que, problems get resolved faster. We have been using the system for years. Very stable. The inventorying is reasonably robust - will let you quickly spot machines that are not up to spec for a planned upgrade.

The polling and reporting on down devices is weak. You find out a device is down long after it actually went down, and then for DAYS it continues to aleret you the device is down (even though you have brought it back up). If you try and close the ticket, spiceworks gleefully creates another one, even though the problem is long gone. That said, we did not install this to be a network monitor, so any monitoring functionality is just icing on the cake.

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

Very easy to use and the initial setup and normal operation is user friendly enough to where even a novice user could get it working for their needs. When it comes to Help Desk software, you can't beat the low price of FREE! There is a large pool of add-ons and user created plugins that will fill in the blanks to add additional functionality. If you get stuck on an issue while using Spiceworks Help Desk, the official email support and user forums are very helpful. Helps you keep track of inventory. Overall if you are looking for a cost effective HelpDesk ticketing solution for a small/medium business, you can't go wrong here.

Users have reported that on very large networks the initial network scan can take days to complete. Official support is limited to email or user forums. You can't hire an expert through Spiceworks to help set up or configure Spiceworks Help Desk to meet your needs. It is up to you to figure it out.

Of course the cost since it is Free. Easy to deploy and users to understand

Does not have all the features and reports that others have, but that is offset by the price

This system is very easy to use and configure, even for users who are just starting out in these activities. It has the main property of always keeping us informed of the state in which our servers and switches are located and in case of any problem Spiceworks will alert us even before it occurs. Another feature that has benefited us is that it is not necessary to log on to an individual computer, we just have to open the system and be able to buy everything. It is a fully automatic system and we can use it from any type of device that is integrated into a browser compatible with the system, provided that the data is hosted on the computers of the internal network of our company.

Sometimes the system can become a bit slow, especially when we access the system through low-income or old-order ones.  

Inventory management is one of the best, with few tweaks on the user end, it is easy to scan all the computers and printers in the network from serial number to installed software in each computer that will come handy in the audit.

Few basics were missing like currency value of different countries will making a purchase invoice for the new bought devices.

Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins.

Though the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively.

It's free. The help desk functionality does exactly what it's supposed to do. Users can submit tickets via email or through a portal, and support staff are notified and can acknowledge the tickets right away. When ticket updates are entered promptly, it provides excellent visibility into the life of a trouble ticket. The Spiceworks community is amazing. It's our first stop when searching for answers to tough problems.

We occasionally have issues with the system not checking email for new support tickets. A restart of the software solves the problem.

I really like that it's free, especially because the team I support is drastically smaller than it used to be, and we don't need near the features we had in the past. The Ticket dashboard is easy to understand, and I like that I can easily create new Ticket Views. I also enjoy the amount of support the community aspect brings to the table. The Knowledge Base allows techs to create articles for their users, and it provides the ability for techs to look at articles of other techs outside of their company in order to draw on their expertise. I also really enjoy that I'm able to restrict what domains I can receive tickets from in order to prevent spam/junk.

It's kind of expected with a free product, but the Reporting feature is pretty bare bones. There doesn't seem to be much in the way of options for configuring custom reports, and the available options are very limited. Every once in a while, the cloud-hosted solution is a bit slow. Other than that, I haven't experienced any issues.

Not many Pros except that its free and once its set up its easy as most others like it to use.

Spiceworks dirty little secret is the productivity drain your organization will see due to your staff reading and posting on the forums that are included on the app's pages. You will really lose productivity if your users get a good complex and start volunteering on company time to be a moderator in one or more of these forums. They incentivize it via a points and ratings system that the more you post the more you look as if you are an IT Guru. It is all just a black hole of time wasting foolery that reduces the value Spiceworks may have been adding to your organization to a net loss for your company.

The inventory and ticketing are very useful in smaller businesses however when i have to research an issue i normally end the search term in google with "Spiceworks" as i know i will be returned with a wealth of expert knowledge

I find the bandwidth usage quite high, other than that it is value for money which was zero for just the helpdesk. There are other applications i have not used

How about a super product, that has everything you need to manage as many companies as you need the right way... and for it to be absolutely free. That is what spiceworks brings to the table, a top product at an unbeateable price... FREE! You have unlimited everything, and you can manage your suport with a ticketing system that is well thought out. Not only that you have access to all the it pros that are also part of spiceworks. This is a must tool for an IT manager

There is nothing not to like. You can't beat the price, you can't beat the software. This is a solid solution for IT professionals of ANY size.

The Spiceworks community is second to none, there is not a day that goes by when some post doesnt help one of the team. The software is also, for SME is brilliand and you are on a budget. After initial setup and agent deployed you can monitor, have tickets and your helpdesk up and runing

Ive personally experienced a few "quirks" so dont know if its me ! Tickets taking a while to arrive, and network monitoring can be hit and miss

This Software is easy to use, customization to whatever you need, and you can't beat the price! Even though this software could do even more than it is for us now, it is exactly what we need and keeps our support requests, hardware/software inventory, and vendor information all in one great place! My absolute favorite feature is email setup for support requests, all the details that go along with that feature!

I can't think of anything negative about the software, I only wish I had more time to customize and look into the many endless additional features we could probably use in addition to what we use now.

Spiceworks was simple to setup and very simple to use. Simple enough for the least technologically adept individuals to use while also powerful enough for the IT department to maintain, diagnose and fix any device within the company.

On rare occasions we have had to deal with software crashes requiring a reboot of the services or server.

The biggest Pro for me is the price -- FREE -- and the fact that this tool will do what other software companies charge thousands of dollars to do. It detects when a new computer has been added to the network, or if a change has been made (software added or uninstalled). As a side bonus, it is possible to use along side PDQdeploy.

The only issue that I have with Spiceworks is that it takes a very long time to do a scan, and I mean SEVERAL hours.

Its a feature rich and functional product for an amazing price. They keep adding more too.

Setup can be a bit of a bear depending on how much you want to customize it.

This is an extremely full featured monitoring software with great helpdesk and inventory support. Technical support is extremely responsive and the community is amazing

Hard to create a concentrated help desk, wanted to pull several reporting sessions together but would have lost history and much funcationality

You can't beat the price. It is free, easy to configure, and easy to use. It is cloud based so no internal setup. It does allow attachments so pictures and document guides can be sent back and forth with users asking for help as well.

You are limited in setup options and design. You can change some colors, text, and add some fields, but it is a basic free help-desk tool.