Spiceworks Reviews

The customization of the service desk. We set it up for use by different departments that had specific tracking needs and were able to meet those needs.

The issue that we had, that caused us to stop using Spiceworks, was that it didn’t seem designed for a help desk of our scale, and we're a company with over 2500 employees.

It was used for about a year or a year and a half, I think.

We had no deployment issues.

I don’t know the technical details, but I know that stability became a huge issue after about eight months especially as we began to become more sophisticated in how we used the system.

We had issues with scaling it for our company of over 2500 people.

Customer Service:

I never really interacted with them.

Technical Support:

I never really interacted with them.

I can’t speak about the technical side of the set-up, but the initial customizations were fairly straightforward.

We didn't use it in-house.

The major “selling” point for Spiceworks was that it was free.

It worked for what we needed it to do (short term at least) and had good customization, but in the end it wasn't the right fit for our organization. Perform a lot of testing.

Network inventory

Spiceworks has allowed a free option of scanning our networks to provide an inventory. Though it’s not the absolute best product for this, for something that is free it produces pretty positive results.

It would be great to see them improve on the ticketing aspect. It still lacks some basic features that other systems have such as limiting the view of queues to certain techs. It could also use a better end-user interface.

We've used it for over six months.

No issues encountered.

No issues encountered.

No issues encountered.

Customer Service:

8/10

Technical Support:

8/10

Set-up was very easy to complete.

In-house implementation.

We currently use OTRS as well for ticketing though we are considering other options.

We currently use OTRS as well for ticketing though we are considering other options.

This product is definitely a great start for a ticketing system at an organization, particular for small to medium size teams. I would not consider Spiceworks as enterprise level yet though as a ticketing solution

The feature we use the most is the help desk portal. Mostly this is a cost effective way to have a ticketing system for us. The inventory pulls are not entirely accurate all the time depending on what time it was pulled, so we use Dell Kace for that.

Our CIO can run reports on our human utilization on the help desk and what types of calls come in. Very good for reporting.

I would not recommend running Spiceworks on a desktop machine for long, I have had to reboot the services more often than I would like. The inventory information could be more frequently updated. The modules available to incorporate tasks to an asset would could also stand to grow, they could also make it easier to incorporate them into the interface; examples (Dameware, Wake on Lan needs work, etc).

Utilize the community heavily because that is where your support will come from.

This is kind of an open source solution.

Spiceworks is very easy to install and configure generally. I would advise giving it space on a server to do its thing. Running the service as local system on the server is also better than giving it its own dedicated account.

Helpdesk & network scanning

We have set-up our clients via the help desk system and installed the Spiceworks administration tool on all clients servers to keep track of server activity and to log calls.

I would like to see the help desk product be more stable.

I've used it for two years.

Regarding the network scanning you might find it will slow down network performance but with correct schedules this was resolved.

The Spicework Community forums are fantastic, regards to technical support from Spiceworks for their product cannot say for never required it.

This was a solution I implemented to improve customer relations and to meet SLA’s. Previously, this was done via email.

The initial set-up on the clients server takes a while to set-up but once configured it runs without any errors.

This application was setup by colleagues who work at the company.

I’m only a technical consultant and don’t know this information, this system is good to use because it’s free.

It’s fantastic because its free to use and easy to set-up in house, but it’s quite sluggish on the administrator end, but considering its free you cannot complain.

• Ticketing system
• Freeware
• Network scanning

We use it as a basic ticketing system, which has helped us organize issues and prioritize. Also, it has helped in assigning tickets and tracing accountability.

The ticketing system could be more robust, more like a service desk.

I've used it for two to three years.

No issues encountered.

No issues encountered. It runs in minimal resources.

There are slight issues, but it scales well for the most part.

I've not needed to contact customer service, but the community is amazing in assisting with issues and questions.

No previous solution was used.

The setup is simple and straightforward.

We did it in-house.

The ROI is high as we only divert one small VM server that needs little maintenance and is worry free.

Try the free version and do a test run.

We previously used Zendesk.

Try installing it in a small virtual environment or on a virtual box. It has a ton of useful features and keeps getting better.

The ticketing system.

Keeps our tickets and workflow in order.

Can’t think of any off the top of my head. Product works well as is.

I've used it for five years.

No issues yet.

No issues yet.

No issues yet.

I haven’t needed any customer service.

This was the first product we used.

I wasn't involved in the setup.

It was implemented in house.

I can tell you it works well and its stable. No issues to report.

This is a great service desk product for SMB's. It's free and easy to get going so it is perfect for companies that haven't got anything in place to handle inventory and helpdesk. It is supported by a strong community of users that give you a built-in expert network and IT knowledgebase.

I think its monitoring tools could use some improvement. Clearly it wasn't designed as a monitoring application from the start and it still seems a bit weak compared to other, more fully featured, monitoring products.