Spiceworks help desk IT Service Management – Pros and Cons

General features

Spiceworks offers a set of free tools for IT network management and help desk support ticketing. 

Its user portal customization is so easy

 It Keep a tight rein on IT incidents and tasks: easily accept tickets, reply, add private comments, and close them out.

It provides IT Asset Management for tracking and managing hardware/software assets.

Spiceworks help desk makes it easy to incorporate knowledge creation—and on-going improvements—into everyday work. 

It provides Integration with Active Directory to automatically add end users, authenticate in the portal, and tag them to tickets.

It provides a Real time chat system for resolving issues.

Its self-service portal function helps users become more productive and empowered. 

It gives you the opportunity to check your network and find out what devices are connected to it.

It provides an additional feature of integrated emails.

Newer Innovations

Spiceworks inventory management system essentially provides comprehensive device information for asset management. 

The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. 

Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. 

Spiceworks Help desk roles with role-based permissions and notifications allow tasks to be allocated across team members. 

Its inventory section can be super useful in smaller networks. 

It Provides dashboards to easily view the current state of your network 

Spiceworks Help desk automatically inventories all the devices and lets us see at a glance the key metrics and measurements that we need to know. 

It provides a great way to track communication on IT tickets between the owner and the user. 

Why use it?

Spiceworks Help Desk is freely available on the website.

It provides User Self-Service to end users.

 Spiceworks Help desk provides Multi-site Support.

 It is purposefully built for IT professionals.

 Industry’s Positive Comments

I like the options of schedule dates 

For the budding IT Company, it’s a low cost solution

 It is Very easy to setup

 Having Spiceworks self-hosted saves us a lot of our budget each year

  Great tool for ticketing system

 Needs Improvement

It comes with Advertisements

The inventory system is lacking when it comes to producing accurate information. 

It requires improvement in the area Windows systems.

 Similar Products in Industry

Other Service Desk software products available in market are Micro Focus Service Manager, TOPdesk, Zabbix, ManageEngine Service Desk, Zendesk, IBM Maximo, SolarWinds Web Desk etc.