Spiceworks Reviews & Pricing

by Spiceworks | Founded 2006, Austin, TX

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Overview Benefits Reviews Features

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What is Spiceworks?

Industry Specialties: Serves all industries

Designed for IT professionals, Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. It offers omnichannel customer support while monitoring IT incidents and tracking updates. Other significant attributes include a customizable user portal and seamless integration with Active Directory for automated ticket management.

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User Sentiment

Based on 883 reviews:

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Spiceworks Benefits and Insights

Why use Spiceworks?

Key differentiators & advantages of Spiceworks

Speed Up Resolutions: Let customers access customizable portals, submit tickets and check progress. Equip them with DIY tools such as a knowledge base, FAQs, articles, webinars and guides so they can solve problems themselves.
Improve Team Efficiency: Respond to tickets quickly by working with peers and solve even the most complex issues with ticket collaboration.
Customize: Stay ahead of competitors by customizing the network inventory app with full-featured plug-ins.

Industry Expertise

Caters to all size businesses offering help desk support.

Spiceworks Reviews

Average customer reviews & user sentiment summary for Spiceworks:

883 reviews

87%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Spiceworks reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Implementation: According to 100% of users, the software is relatively easy to set up and configure.
Ease of Use: Approximately 89% of customers said that it is a simple ticketing system with basic and easy-to-use features.
Features: The helpdesk feature allows seamless issue tracking and updates to users while saving significant time, according to 100% of users.
Value for Money: According to 100% of users, it is free and works better than many other products.

Cons

User Interface: According to 50% of users, the user interface is a little bit clunky.
Customization: Few customization options are available, which makes tasks lengthy, according to 60% of customers.
Automation: Approximately 95% of users said that there's almost no automation available, so agents cannot manage different queues to route tickets.

Researcher's Summary:

Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. Users said it is easy to navigate and integrates well with active directories. Many customers also liked its network monitor feature that carries out tasks like CPU utilization and reports on hardware and memory.

However, some users also said that the UI could undergo some redesign for a better user experience and more usability. Because it lacks customization and automation options available, tasks can take a lot of time. In all, it’s a functional, affordable and feature-rich product that could be an ideal choice for new companies.

Key Features

Tickets and Tasks: Check IT tasks and incidents regularly, accept and reply to tickets and close them quickly with private comments. Use custom fields to manage millions of tickets, track workflow processes and see response times.
Directory Integration: Merge with the Active Directory to add end-users automatically. Tag them to tickets and authenticate them in the portal.
Team Management: Assign tickets automatically to appropriate agents and check team performance metrics with the dashboard.
Multisite Support: Serve clients from various locations by setting up user portals and individual sites that all roll up to a single master help desk.
Asset Management: Scan subnets with an IP address for all types of hardware, including Mac and Windows, along with switches, routers, printers and more. Gather information regarding the manufacturer, open ports, MAC address, UPS devices, antivirus programs storage and software and hardware details with the on-premises tool.
Software Tracking: Detect any troublesome and unwanted software on Mac and Windows servers and workstations with a downloadable element to optimize system workflows.
Custom Reporting: Generate custom reports on all network assets to get easy-to-export data in the cloud or self-hosted version.
Scheduled Scans: Set inventory scans at a pre-defined time and frequency with automated scanners to ensure everything is up to date and not slowing down the network.
Dashboards: Monitor the connectivity between IT infrastructure and remote sites in real time to identify any issue with the ISP, web application and internal network quickly.
Contract Tracking: Track vendor contract info in a single platform and get automatic alerts of upcoming expiration dates.
Networking Tools: Trace any foreign IP address or troubleshoot a slow network with IP Lookup. Calculate network range, create a new subnet and convert CIDR notation easily to an IP range through Subnet Calculator. Check if a site is unavailable for all users or just ones from the specific network with a website down checker.

Limitations

At the time of this review, these are the limitations according to user feedback:

There are a few limitations in the cloud version, especially while sending emails via applications.
Ticket collision.
No automation available.
Limited customization.

Suite Support

Email: [email protected].

Phone: Not mentioned on the website.

Training: Get answers from the support forums where users can ask questions and navigate through existing discussions related to the issues. Explore FAQs and “my feed” mentioned on the website to know more about the product and its capabilities.

Tickets: Not available.