--- title: "Spiceworks Cloud Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Spiceworks Cloud Help Desk the right Help Desk solution for you? Explore 586 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/" page_type: "reviews" language: "en" --- Spiceworks Cloud Help Desk 4.4 (586) [View alternatives](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 3rd, 2026 # Reviews of Spiceworks Cloud Help Desk Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews GM Gannon M IT Infrastructure EngineerLogistics and Supply Chain, 201 - 500 employeesUsed the software for: Less than 6 months. “I also appreciate the feature that lets end users submit their own tickets via a dedicated email address, which streamlines the support process and reduces manual entry on our side.“ October 6, 2025 GM Gannon M IT Infrastructure EngineerLogistics and Supply Chain, 201 - 500 employeesUsed the software for: Less than 6 months. “Additionally, the ticket search functionality could use improvement, it's difficult to locate closed tickets, and there's no easy way to search by the user who submitted the ticket.“ October 6, 2025 MM Michael Uber M IT SpecialistEducation Management, 51 - 200 employeesUsed the software for: 1-2 years. “The Help Desk has been a lifesaver because when I am out on campus I get hit with a lot more requests than I could ever remember, and being able to quickly put a ticket into the system using the mobile app helps keep me from losing track of an item that needs my attention.“ September 15, 2025 mu mariana u HR RecruiterHuman Resources, 201 - 500 employeesUsed the software for: 1-2 years. “One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms.“ February 20, 2026 SS Simon S Director of TechnologyEducation Management, 11 - 50 employeesUsed the software for: More than 2 years. “It helps organize my daily support tickets as well as created a hub of issues that need to be attended to.“ September 15, 2025 JS John S IT System AdministratorConsumer Goods, 51 - 200 employeesUsed the software for: More than 2 years. “Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided.“ February 18, 2026 GM Gannon M IT Infrastructure EngineerLogistics and Supply Chain, 201 - 500 employeesUsed the software for: Less than 6 months. “It delivers great value without compromising core functionality, and it's helped enhance our help desk operations for employees. While there are areas for improvement, it's hard to complain about a tool that offers so much at no cost.“ October 6, 2025 SS Simon S Director of TechnologyEducation Management, 11 - 50 employeesUsed the software for: More than 2 years. “It is sometimes difficult to assign tickets to fellow co-workers as well as access tickets on the mobile device.“ September 15, 2025 ## Showing most helpful reviews Showing 1-25 of 586 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Joshua O. System Administrator Banking Used the software for: 1-2 years ### "Ever looking for an IT Asset Management App to use ..... Spiceworks has it all" December 20, 2022 5.0 My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation. Pros The beauty of updating IT Assets all in one place from Mobile device to Laptops to Printers and the ability to save credentials for assessing those devices in a shot note for easy of continuity. Cons I haven't find any fault using the app, so there is non for me to write Reason for choosing Spiceworks Cloud Help Desk I was introduced to Spicework by my colleague because he had used it in his formal office, I trusted his judgment over app usage and I went to spiceworks, and ever since 2019, spiceworks has being making my work a lot more easier. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Using microsoft excel for documenting my IT Assets is not professional when we have the right tool to use which can be integrated to the active directory. Review Source JP Jason P. Director of IT Non-Profit Organization Management Used the software for: Less than 6 months ### "The Society's review" September 25, 2025 4.0 Pros Super easy to use, straightforward, and simple. Covers everything I need. HIPAA protected and budget friendly. Cons Could use more customization options, end users struggle with getting setup and accessing at times. Almost too simple. Switched from [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Price is better, and ease of use both for user and tech Review Source TC Tom C. IT Technician Non-Profit Organization Management Used the software for: 6-12 months ### "Could do better" March 24, 2025 2.0 Pros The price point compared to other solutions Cons The adverts are sometimes annoying and also the mobile app is very buggy Review Source Shayla B. Human Resources Specialist Internet Used the software for: 1-2 years ### "It works well for a small business support desk" March 17, 2023 4.0 The UI is intuitive and easy to use, especially if you're new to helpdesk software. It's easy to use and efficient, making it ideal for a company with a small support staff. It's simple to use; I was able to set up my agents and ticket alerts and begin receiving tickets in a matter of minutes. Pros For internal clients, we rely only on Spiceworks as our ticket-based support system. If a user experiences a problem that can be resolved by IT, they need only visit the site and, in a matter of seconds, create a ticket that includes screenshots and other information that will aid us in fixing the problem as soon as possible. Cons My only gripe is that it is not simple to view all tickets in one place, regardless of their status, using the "my tickets" feature. Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[Splunk Enterprise](https://www.capterra.com/p/94317/Splunk/) It provides a central hub where staff members can report technical difficulties for resolution by our support team. It's better than email, and we've started using it as a learning and development tool. Review Source NY Naz Y. Technology Integration and Support Specialist Education Management Used the software for: 6-12 months ### "Easy ticket management, I like it!" February 4, 2026 4.0 Overall it makes my life easier, I can easily follow the issues happening in our campus, bugs happen but I don't complain. Pros It is my first ticketing system experience and I can say that it was easy to learn, it took me only a day to figure out everything. I believe they care about security because even sometimes I have to re-login in the middle of the day even if I was just switching the tabs on the browser. We are a small team (2 persons) so I believe we are using the free-tier and it covers everything we need. Cons There is one bug happens sometimes when I try to reply a customer inside the ticket. The system shows that message sent and I can see it on my dashboard but there was few occasions that customer reported that they didn't hear from us even though we replied to their message. When this issue happens we try to remember and reply the customer over email. Review Source CP Chad P. Director of Technology Education Management Used the software for: 2+ years ### "Spiceworks really Works for us!" September 30, 2025 5.0 Spiceworks Cloud Help Desk is everything we were looking for in a ticket management system. It helps us to be efficient and support our end-users. Pros Spiceworks helpdesk is vital to our operations daily. We use it to keep us organized and on top of all of our users issues. The learning curve of the system is minimal. I like the fact that the ticketing system helps us to keep a close watch on any security needs our users may have. It is a great value for the money. I have noticed a lot of customization options. I have NOT noticed any bugs or issues. My favorite feature of Spiceworks has to be the ticket management. We looked at alot of systems but Spiceworks was by far the best. Cons I really do not have any cons about Spiceworks. I wish we had found the solution earlier in our District. Review Source JS John S. IT System Administrator Consumer Goods Used the software for: 2+ years ### "FANTASTIC AND FREE! " February 18, 2026 4.0 Fantastic! 9/10 we have loved everything besides what I placed in the Cons. Some people miss the on-prem, but I don't miss maintaining that extra server. Pros Free and easy to use, fits our needs for SMB perfectly! Helps us log cases and prioritize incident response as well as history for issues. Cons Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided. This is definitely not the norm. The other thing is increasingly paywalled. We are safe so far but not within our budget to pay out the nose for a shop with 2-3 techs. Review Source SM Steven M. IT Manager Food & Beverages Used the software for: 2+ years ### "Good Helpdesk sofware that is Easy to Setup and Use" February 24, 2026 4.0 I liked it enough to suggest that we pay for it to continue using its features. Still bitter about the 'Free Forever' initial sales pitch. Pros It's a good ticket system. Easy to setup and use. Helps keep track of issues that I have going and keeps me from getting too discracted. Cons I'm still bitter about the charge for SpiceWorks Cloud Helpdesk. They used the drug dealer's approach... Get us addicted, then jack up the price! Review Source JB Jim B. IT Manager Construction Used the software for: 1-2 years ### "Great product " October 15, 2025 5.0 My overall experience has been pretty positive. We are a small IT team that supports a few hundred users. The help desk system is intuitive and efficient. Our users can submit tickets quickly, track progress, and get updates. It keeps us accountable and users well informed about where their ticket is in the system. Not to mention inventory management, a user creatable knowledge base and an active user forum. It's pretty indispensible here now. Highly recommended for anyone looking to simplify IT without sacrificing quality. Pros I think my favourite feature is that users can start tickets themselves by simply sending an email to our helpdesk email address. Cons I think you have to login a bit more than neccessary but hopefully they will fix that. Every 3 weeks or so I'm forced to login again. I get the security concern but it would be nice if they could just remember my browser as a trusted device all the time. Review Source LM Logan M. IT Operations Analyst Education Management Used the software for: 2+ years ### "Great FREE Helpdesk Option!" February 24, 2026 5.0 We are very thrilled with the with the cloud help desk! We have looked at other paid solutions but haven't been able to justify going to anything else! Pros Honestly, it is an amazing free product! It is a really straightforward setup, and is easily scalable to your company and IT team! Cons The mobile app and the website need to be logged in and refreshed way more than they should be. The app especially can be glitchy. Review Source MB Matthew B. Director of IT Non-Profit Organization Management Used the software for: 2+ years ### "Help Desk Where You Want It" June 6, 2021 5.0 Starting a new role in the organization that had no Help Desk and no history or structure; Spiceworks proved to be the single biggest one thing that could be done right that would yeild improved IT services to the organization. User responsibility shifted to reporting IT issues using email and overall satisfaction improved and service impacting issues due to weaknesses in infrastructure, bad procedures or mislaid processes were identified by the ticketing system and corrected. Pros I started using Spiceworks in the cloud and then copied the database and importing it to our VM and lost nothing. It is an efficient and easy to use platform. Adding techs and break-fix categories to track what needs to be improved proved to be successful. This allows IT to focus on root cause and then to deploy solutions to prevent the same. Cons The reports need to be streamlined to remove redundancy. Quantity is not always a good thing and by compressing and focusing on key areas the reporting could be a lot better and less fractured. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Spiceworks Cloud Help Desk First it was/is free. This proved great for our tight budget. We added Manage Engine and the integration proved invaluable. With the two combined, we now have analytics and desktop management and patching. Review Source IH Ian H. IT Support Specialist Hospital & Health Care Used the software for: 2+ years ### "Spicy goodness" December 22, 2022 5.0 Spiceworks was great when i worked at a small non profit for my needs Pros 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 Cons 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 Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Just overall better product for what was needed Review Source MU Michelle U. Software Engineer Environmental Services Used the software for: 2+ years ### "Customizations and Growth" October 14, 2025 5.0 I've been using Spiceworks for about 4 years and it is great! We are a very small "shop"...we just added our second developer. I started using it to track changes so I could report to management. Now it helps both of us stay on track and fix those little things I never had time to. Pros The ability to add custom fields is my favorite. It allows me to do my job better! We have added a custom "sub status" that allows us to better coordinate what needs to be done by whom. Cons I wish I could add a custom field to a report. I work around it with the PowerBI integration but sometimes it would be nice to have an in app simple report. Review Source GT Gancho T. ICT Coordinator Education Management Used the software for: I used a free trial ### "When I use Spiceworks Cloud Help Desk, my life is simple" February 13, 2026 5.0 When I use Spiceworks Cloud Help Desk, my life is simple, I have no worries, and, most importantly, it is free, which we in poorer countries can't afford. Thank you, Spiceworks Pros Everything, no special thoughts, and keep going like this. If you add something analogical, only you can ruin the whole system. Cons Maybe the commercials from the right side, if you are not protected, and they keep coming and coming again, and again Review Source BS Bryan S. Mgr Hospital & Health Care Used the software for: 1-2 years ### "Spiceworks for the Win" September 7, 2024 4.0 Great product, easy to use. Straight forward Pros It gave a good base level ticketing and inventory control Cons It was difficult to manage the e amount of endpoints we had Review Source Steven C. IT Support Technician Primary/Secondary Education Used the software for: 2+ years ### "Spiceworks Helpdesk Cloud - Small Enterprise" May 10, 2020 4.0 We have been able to improve our response time to user issues by appropriately configuring ticket categories, assignment rules. The number of walk-ups to the help desk has been cut by more than 50%, which has permitted our IT support staff to be able to manage their time more efficiently. Our TTR has improved, as well as the level of customer satisfaction within our organization Pros This application is extremely easy to set up and configure. It can be configured as an on-premise application or in the cloud. Administration is managed through a dashboard which permits administrators to manage roles for support personnel to whom tickets will be assigned. Tickets can be automatically assigned to individuals or teams based on configurable categories and ticket rules. There are standard data entry fields included and the administrator can add additional fields as needed. For example, during the Coronavirus pandemic, with everyone working from home, we added a mandatory phone number data entry field to our ticket layout. Data entry fields can be made mandatory if desired. When a ticket is created by a user, the ticket is entered into the system with all of the information provided by the user and the user receives a confirmation email. The ticket will be assigned to the proper support agent or team based on the rules configured within the application. Any replies to that email are automatically added to the ticket with date and time added. Tickets can be easily closed upon completion. Duplicate tickets can be merged into one ticket which helps with management of the ticket queue. The user portal is easily customizable with company name and other options. Users can even attach a screenshot or other file to the ticket to provide useful information beyond the text description of the user problem. Best of all, it can be used for free. Cons Since this is a free IT Help Desk application, it is not nearly as full featured as some other IT Help Desk applications. Reporting is not as robust as some other applications. However, you can easily download information in .csv format and create your own reports if needed. Reason for choosing Spiceworks Cloud Help Desk This product provided a fairly basic, but complete platform for us to be able to change the way that we handle user issues. As a small non-profit organization, it has all of the features that we needed to set up an online portal for our users. The price was also a major factor in our decision Review Source JB Josh B. IT Support Specialist Used the software for: 2+ years ### "Awesome IT Help Desk software, horrible inventory system." November 10, 2017 2.0 Pros Spiceworks is great for managing help desk tickets. Using HTML we've been able to customize our end-user portal. Create multiple ticket templates to capture the details we truly need from end-users. We have found that the mobile application for iOS and Android to be the best on the market. It has a great GUI, very user friendly, informative, and easy to set up. Cons The inventory system is lacking when it comes to producing accurate information. At one point this year we were upgrading our end users to dual monitors. We attempted to use Spiceworks to produce the make and model of the current monitor the end users were using. It came back telling us a generic description. I ended up writing a batch file that would obtain them remotely and that was accurate. We've also had issues where it would scan a computer that had 2 monitors but would only show one. We also went through a license key audit and thought we could rely on Spiceworks to produce accurate results. It ended up showing us that several computers had 3 iterations of office installed. I understand that these keys are in the registry but other similar scanners would only produce keys for whats actually installed on the workstation by cross-referencing installed applications and registry keys. We recently have been experiencing issues where Spiceworks would attempt to scan 180 assets and it would fail to complete the scan without errors. We found this out by using WSUS to determine how many computers we had and Spiceworks was off by 30 assets of the 180. At least twice a week it also locks up and our end users can't access the help desk portal to submit tickets. We've chosen to use LanSweeper to track assets. LanSweeper produced accurate results in a fraction of the time Spiceworks produced incomplete results. Spiceworks took 8+ hours, LanSweeper <30 minutes. Review Source Sergey M. Manager, Technology Infrastructure and Compliance Hospitality Used the software for: 2+ years ### "Great HelpDesk / Inventory solution" July 4, 2018 5.0 Cost, up-to-date picture of the hardware inventory, logs, that can be used for internal audit purposes. Pros I used a free version of Spiceworks for several years. Installation of the application only takes few minutes. In just a few clicks you have a full robust system for ticketing and inventory. Another great perk is Spiceworks community, merely priceless resource where all the IT folks share their knowledge and can help you with random IT dramas. Great way to keep an eye on the hardware inventory. Getting it configured and working properly can be a challenge, but the results are well worth it. Not to mention great helpdesk ticketing functionality, that allows to put an order on how your service requests are processed on a daily basis. Cons I've only used a free version of the application. As I mentioned, one of the key reasons why I got it was for inventory purposes. Getting it work was a challenge. A lot of tweaking had to be done on the network to be able to query all of my PC and Mac workstations and servers. Nevertheless, the result was well worth it. Additionally, while the inventory is running, the system would be somewhat slow, but still managable. Great product! I highly recommend it to all IT admins out there. Review Source NT Nathan T. Network Infrastructure Manager Transportation/Trucking/Railroad Used the software for: 2+ years ### "Best bang for Buck IT Ticket System for infrastructure support" July 10, 2023 4.0 Spiceworks filled the void where we relied on email for managing internal IT support cases, it's was a significant improvement for issue tracking and managing workloads. It's completely free you just need the hardware to host / run their solution. For anyone who is using email or teams channels to manage internal support cases just stop and switch to spiceworks. The issues with spiceworks is it's very limited on functionality, there's no round \[sensitive content hidden\] assignments, holidays rotas and multiple dashboards for split teams. It's a very basic ticket system ideal for small teams but don't let that put you off as it's trivial to install & configure and best of all it's completely free. Pros It's very easy to install & configure, their documentation on initial setup is straight forward and overall it's easy to use. It's a very basic ticket solution however it's completely free, if you're without a ticket system and just need something to get you away from emails then you'd be daft not to try it. Cons The lack of advanced functionality you find in paid rival solutions, round \[sensitive content hidden\], holiday rota, multiple teams and advanced reporting / dashboards are none existent. Review Source Dustin S. Superintendent of Information Technology Used the software for: 2+ years ### "Great for a free helpdesk, but the community is where it shines" February 12, 2018 4.0 Pros 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. Cons 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. Review Source VR Verified Reviewer Google Trusted Independent Photographer Information Technology and Services Used the software for: 2+ years ### "Perfect starter IT Help Desk software with additional tools for Small Business sysadmins" February 12, 2019 4.0 Our small 3-person IT team needed a basic and easy-to-use helpdesk software for our technicians and end-users. Spiceworks was easy to install and meets all of our requirements, with a little bit of feature bloat (but it's free!). While I am sure we could pay money for a more customizable, modular, ad-free system, its simplicity and reliability is incredibly valuable in our IT department. Pros \-Offers basic helpdesk features - email to ticket, email notifications, simple reports/metrics - and a simple interface for L1+ technicians. No training is required -Knowledge Base is a great place for documentation, and to refer users for duplicate tickets -No frills, easy to setup, requires virtually no maintenance when hosted on a Windows server (we do not use the cloud version) Cons \-Inventory and Network Monitor just seem to add bloat for the minimal usefulness that they are - we can do a better job with other free tools like The Dude -Paying to remove ads still won't reclaim any screen space that they take up, just a replacement with your own graphic - I don't believe this is worth it Review Source Tim M. IT Manager/Systems Administrator Real Estate Used the software for: 2+ years ### "A System Administrators best friend" July 24, 2018 5.0 Pros Spiceworks is a totally free piece of software if you choose to self-host. Getting things up and running is pretty easy, and it doesn't involve a huge amount of upkeep to keep the inventory data up to date. It also comes with access to the Spiceworks online community. This is a gathering place for a large array of computer savvy folks who help each other out with questions, answers, and access to pieces of software that make life easier. I have reached out to the community many times, and gotten some great feedback on issues I have had, and suggestions on hardware and software purchases. I also like the ability to build my own help desk portal where end users can submit tickets for easier tracking and resolution. Cons I have had some issues with the self-hosted software crashing from time to time. I have not been able to figure out why it needs a random reboot to keep it happy, but it only happens every couple of months, so it really isn't a huge issue to me. Review Source Armando I. Network Manager Computer Networking Used the software for: 2+ years ### "Complete suite of administrative tools for your Network" September 29, 2021 5.0 Thanks to Spiceworks I was able to control each asset and foresee any problem, be it licensing or errors. The continuous monitoring of my services gives you peace of mind Pros With spiceworks CM version I was able to register all the devices on my network, monitor their performance and record all my assets. My users can open tickets oriented to our services. Cons It can be a bit lengthy to configure all the tools since it has a high number of variables. Ads hide good design. The translation is not entirely good. Review Source Becky Jewell L. Director of Customer Success Internet Used the software for: 1-2 years ### "Best for IT" May 20, 2018 4.0 Spiceworks IT makes it easy for my team and I to manage difficult IT tickets as well as track our own internal projects. The in-app emailing notification system helps keep clients up to date on ticket progress, so that we don't have to update tickets and email clients separately. Pros Spiceworks IT Help Desk is great to help manage ticket times and IT tasks. I like that it is made specifically for IT tickets or level 2 software support scenarios, it's definitely more for IT than for software development or software feature tracking. The modules are a little easier to look at than Fogbugz. The admin portal is also easy to use and manage teammates and team workloads - managing inbound tickets and creating brand new tickets (as a manager) to send out tasks is easy. Cons For me it took a while to ramp up and get trained on Spiceworks IT - it was a little bit less intuitive than Fogbugz and JIRA, but, once you learn how it works, it's much better. If anything goes wrong customer support is pretty good. For software development projects where repositories are being merged/ features are being tracked ect it isn't the best fit. Review Source Doriann M. Analista de Sistemas Used the software for: 2+ years ### "An excellent trip to the organization, control and monitoring of my company LAN." June 25, 2018 5.0 I get control of the company's computer park and with software's functionalities I was able to get all the information about their life time. It also allowed me to carry the statistics of activities and faults in LAN allowing me to study their numbers and attack the problems with greater precision. Pros It is a Swiss Army knife for network administrators allowing inventory, equipment monitoring and failure tracking and activities within the same package. It is great to be able to have everything you need within reach of an IP address, in addition to being able to receive as many notifications as you want and of what you want within the operation of the network. Cons The hardware requirements are many, leaving out all those equipment with few features. Although software as such does not merit investment, it concentrates on the necessary hardware. 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