--- 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" publication_date: "2026-11-07" --- Spiceworks Cloud Help Desk 4.4 (583) [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 November 7th, 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 DA Donna A IT Systems ManagerTelecommunications, 11 - 50 employeesUsed the software for: More than 2 years. “I like the ability to customize ticket categories and the the fact that the system is rarely down for bugs and issues.“ November 25, 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 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 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 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 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 583 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CS Cerris S. Project Manager Used the software for: 1-3 years ### "Spiceworks Cloud Help Desk is a Friendly Tool that Gives Us Value for Money" July 20, 2026 5.0 When using Spiceworks Cloud Help Desk, I always have incredible experiences. Spiceworks Cloud Help Desk is a resourceful platform. Pros I like the friendly interface of Spiceworks Cloud Help Desk. Spiceworks Cloud Help Desk gives us value for money because it enhances team collaboration and provides accurate features. Cons I do not experience problems when using Spiceworks Cloud Help Desk. Spiceworks Cloud Help Desk has been a flawless tool. Review Source Information Systems Security and Technology Specialist Used the software for: 3-5 years ### "Spiceworks Free Cloud Helpdesk Software" June 15, 2026 3.0 A good basic SaaS Helpdesk option for most day to day IT incident management. Easy to use and implement. Would like to see additional features added to better track projects, maintenance and non-break fix tasks. Pros Availability from any remote location to a distributed tech department. Also very easy to implement and use. Cons Some formerly free options available with the free on prem version were removed from the cloud version and now require a subscription to access. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reasons for choosing Spiceworks Cloud Help Desk Ease of implementation and importing existing tickets from the on-premises version we already had installed. Review Source HR Recruiter Used the software for: 1-3 years ### "Great Tool for Streamlined Ticket Management" March 3, 2026 5.0 Overall, my experience with Spiceworks Cloud Help Desk has been positive. It’s a user-friendly platform that makes ticket management straightforward and efficient. I found it easy to track requests, assign tasks, and maintain visibility over support operations. While it may not have the advanced customization and reporting capabilities of more complex systems Pros I liked how user-friendly and intuitive Spiceworks Cloud Help Desk is. The interface is clean and easy to navigate, which makes managing tickets and tracking requests very efficient. I also appreciated the ability to organize, prioritize, and assign tickets quickly Cons One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms. Some reporting features felt basic, and deeper analytics required additional manual tracking Review Source IT Manager Used the software for: 3-5 years ### "Good Helpdesk sofware that is Easy to Setup and Use" February 25, 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 Logan M. IT Operations Analyst Used the software for: 3-5 years ### "Great FREE Helpdesk Option!" February 25, 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 JS John S. IT System Administrator Used the software for: 3-5 years ### "FANTASTIC AND FREE! " February 20, 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 Gancho T. ICT Coordinator Used the software for: I used a free trial ### "When I use Spiceworks Cloud Help Desk, my life is simple" February 16, 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 System Engineer Used the software for: 3-5 years ### "Low value tool" February 11, 2026 1.0 Very poor. The Cloud Help Desk was a fine free tool. It did the basics with only a few hiccups. Now that it is paid it is a very expensive least value tool. Looking to switch away to a less expensive more feature rich tool when possible. Pros Spiceworks Cloud helpdesk is a simple to use cloud interface. Not a lot of bells and whistles. Simple setup and start creating tickets. Cons Very minimal set of features at a very high price point. Only able to upload 1 photo at a time. No rich text. No linking to other tickets. Limited customization of portal for users. Limited field customization. Review Source Technology Integration and Support Specialist Used the software for: Less than 1 year ### "Easy ticket management, I like it!" February 9, 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 JR Jerren R. Payroll Clerk Used the software for: 3-5 years ### "Solid Product" February 4, 2026 5.0 On a day to day basis our team utilizes spiceworks to receive and respond to customer inquiries in a timely fashion Pros Efficient way for our team to receive and respond to customer inquiries. Our team is able to re-access any closed tickets if research is required. Cons The inability to view a sender's email address without having to go to the main cloud log in. There also have been some access issues in the past. Review Source Joshua O. System Administrator Used the software for: 1-3 years ### "Ever looking for an IT Asset Management App to use ..... Spiceworks has it all" December 21, 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 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. Reasons 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. Review Source john K. IT Consultant Used the software for: 3-5 years ### "SpiceWorks Cloud IT helpdesk for free!" October 24, 2019 4.0 Spiceworks IT Helpdesk Cloud version does everything I want from a cloud based Ticketing system so even though its lacking some features which I hope will get added soon as ive mentioned earlier it does do everything you would expect from a basic IT Support helpdesk ticketing system. So if your looking for a free IT helpdesk solution I would really try out Spiceworks offering and also take a look at there cloud hosted version which I use myself. Pros Spiceworks ive used the community for years now so when I found there IT Helpdesk I started to use it but I then stopped for a while until there cloud IT Helpdesk came out which for me works best as I dont need to worry about hosting anywhere. So now I have a great IT helpdesk for my clients to log tickets with all for free! Cons The only Con to Spiceworks IT Helpdesk was that I was initially released as a windows installer which didnt really work for my business as I dont have my own servers, it wasnt until the Cloud IT helpdesk version came out that I then started to use Spiceworks IT helpdesk again as my client IT helpdesk solution. Its also lacking some features you would see in premium solutions but it does the basics and works for my IT Consultancy business. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I switched back to Spiceworks IT Helpdesk when the cloud version came out which meant I was able to switch back to Spiceworks offering as I also use several of Spiceworks other tools which are accessible via the helpdesk system which was a big plus for me. Reasons for choosing Spiceworks Cloud Help Desk I originally tried the installable Spiceworks IT Helpdesk so I knew what it was capable of but I moved away from it to Freshdesk as it was cloud based. So as soon as the Spiceworks IT Helpdesk cloud version came out I moved straight back to Spiceworks as it works well with Spiceworks other tools and has lots of plugins available which does expand what the helpdesk can do. Review Source IT Technician Used the software for: Less than 1 year ### "Could do better" March 26, 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 Used the software for: 1-3 years ### "It works well for a small business support desk" March 20, 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 Professor Used the software for: 3-5 years ### "SAC Spiceworks Cloud Help Desk" November 27, 2025 5.0 Overall, Spiceworks Cloud Help Desk has been a godsend of a program to teach critical IT help desk skills. Students are able to follow the entire life-cycle of an IT related situation including tickte submission, documentation, progress, reporting and resoltion. Pros I use Spiceworks Cloud Help Desk to teach my CompTIA Tech+ and A+ students IT helpdesk skills through exercises and labs where I demonstrate real-world IT service tickets and situations. And they're tasked with submitting proper ticket documentation and possibly solution steps. And Spiceworks Cloud Help Desk has been the perfect program to give these future IT professionals the invaluable hands-on experience and skills to garner themselves and excellent IT jobs. Cons Only very rarely when creating the Spiceworks Cloud Help Desk user accounts, the account needs to be created more than once. But that could have been a typo on my part or a bad user email. Review Source Chad P. Director of Technology Used the software for: 3-5 years ### "Spiceworks really Works for us!" October 1, 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 IT Manager Used the software for: 1-3 years ### "Great product " October 16, 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 CCO Used the software for: 3-5 years ### "This is the one solution to start with Servicedesk solutions " June 29, 2023 4.0 This is a great solution, it was our first service desk platform that give us excellent results. Pros Spiceworks is a high valuable solution with multiple levels, very easy to deploy, it could be setup as a level entry service desk solution but includes great features that you have on hand starting even with the free version. Cons As Spiceworks have several modules some of them remains with an effective use and could be great to have a configuration menu that disable that tabs not configured on the setup Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Because we would to improve our service desk process no just by having the list of the open tickets but also have the entire follow-up and increasing the UX on this process. Review Source Software Engineer Used the software for: 3-5 years ### "Customizations and Growth" October 15, 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 Manager, Business Systems Used the software for: 3-5 years ### "SpiceWorks does the job, for free-ninety-nine." October 18, 2019 4.0 Prior to SpiceWorks we relied on emails from users with issues, and each IT person might manage those emails in their own way - flagging for followup, marking as unread, subfolders of their inbox, reminders, etc. Issues often were forgotten before being resolved as they moved further down in the IT inbox. We would often work on issues that another IT person already knew the answer to, thus wasting time. Spiceworks has made it so much easier to keep track of issues and their resolutions. IT supervisors can see at a glance if any of their people are struggling, and how quickly issues are resolved. Each ticket is categorized (Phone System, PC Hardware, Network, etc.) so its easy to see if things are getting better or worse. You can reply to a ticket with a suggested solution, categorize it, and close it, all using the "Tickets Anywhere" keywords. Pros It allows us to prioritize tickets, identify recurring problems, and prevent requests from "falling through the cracks". It provides our employees a single email address for getting help without them having to know who in IT does what. It is fairly configurable to meet different needs - we use it for warehouse and logistics issues as well as IT Help Desk. Tickets can be assigned, categorized, closed, etc. using "Tickets Anywhere" keywords when replying to the email so you don't even have to open the site to work tickets. Cons Emails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost. Due to this we sometimes have to ask the user to forward the email directly to us in order to see the original. There is a delay of between 1 and 5 minutes after an email is sent to Spiceworks before the Spiceworks email is received by team members, so we occasionally have more than one person starting to work on a ticket at the same time - especially if the ticket can be resolved simply by replying to the email. Review Source Jesica B. CRM Manager Used the software for: 1-3 years ### "Spiceworks will answer all your questions" March 12, 2019 5.0 Spiceworks suggests free solutions so, it would be stupidмн not to recommend you this amazing software. It is an easy platform and, believe me, you won’t have any problem to use it. I should also mention that it well suits to small companies but larger companies should probably search for another solution. Pros 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 become obvious that this help desk can do freely more than other expensive platforms. I think it is hard to find a person who knows everything about his profession or field of work. From time to time everyone needs to look for some help or extra information. In these cases you should at least know where you can find the required information. People engaged with information technologies already know that Spiceworks is their best solution. You can find the answers to your questions in the forums or you can type your question and get feedback. Cons 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. Review Source Information Technology Officer Used the software for: 3-5 years ### "Spiceworks IT Helpdesk offers great value for money. Most outstanding is the support." May 8, 2018 5.0 The software provides a complete inventory even if stretched over multiple locations and networks; a complete ticketing system, knowledge base system and many other tools that are of good quality to manage day to day incidences and requests. The inventory scan provides great detail of networked devices and peripherals e.g. serials, make, model, status, warranty and many more. Customisable views allow you to quickly focus on the details necessary to troubleshoot issues. Pros 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? Cons 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. Review Source AT Amber T. IT Project Assistant Used the software for: Less than 1 year ### "Very User-Friendly" September 3, 2018 5.0 It's been great. Since we've started using this (about a year ago) it has definitely improved our productivity, communication, and efficiency as an entire IT dept. Pros Oh, where to start! I love that anyone in our company can email a specific address that we have set up to forward from Spiceworks and it will automatically forward it to everyone on the IT team so we don't have to continue checking the actual software every 5 minutes. Also, when someone responds, it goes directly to the ticket assignee's email and we can respond from either the platform or our emails. It's also nice that it sends reminders of open tickets or things that have been untouched for a while. I like the dashboard to see the frequency of opened/closed tickets, as well as see which issues are the most prominent. The actual tickets have areas to specify the category of the issue as well as a 3rd party ticket# so it's easy to find. There is also a knowledge base that we can refer to people who have had similar problems as others in the past. And everything is in the cloud so we don't have to host anything to ensure that it's saved :) They just added a remote session option too which could come in super handy when troubleshooting an issue. Oh, and I like that it has internal as well as public notes and it saves a history of everything so can go back and revisit a closed ticket that was taken care of months ago. Cons The attachments are a little finicky. As in, it doesn't allow "inline" attachments (for when I want to show a screenshot in the middle of my explanation). And if I want to download a screenshot from a ticket, I have to right-click it and save (not a big deal) rather than just click on the print icon that's usually present in other attachment previews on different sites (like Gmail, per say). But honestly, I haven't really dealt with many other IT ticket help desk platforms so I don't really have anything to compare it to. The only other things I don't like are things that are user-error based. Like how if we don't update the category or the ticket type in the actual ticket, the proper stats won't show in the dashboard. Review Source Jack C. IT Lead Used the software for: Less than 1 year ### "Other solutions are better" November 4, 2024 2.0 I started using it when I first joined my current company as this was what they had been using at the time. I hated it so much I proposed other solutions that I had used in the past. We ended up going to Freshdesk and now the rest of the team understands why I wanted us to move. Pros It did the very basics and it was free and relatively easy to use. Cons It was very clunky, glitched frequently. The UI was extremely ugly. Review Source Marek T. CEO Used the software for: I used a free trial ### "Spiceworks Review" May 22, 2023 4.0 Overall, my experience with Spiceworks was highly positive. The vibrant community and wealth of resources made it a valuable tool for IT professionals. It provided a platform to seek advice, troubleshoot problems, and stay connected with industry peers. While there were occasional performance issues and the user interface could have been more intuitive, these minor inconveniences did not significantly impact the overall experience. Spiceworks proved to be a valuable resource for IT professionals, facilitating knowledge sharing and enhancing collaboration within the community. Pros One of the things I liked most about Spiceworks was its vibrant and supportive community. The Spiceworks community provided a wealth of knowledge and resources, allowing me to connect with IT professionals and exchange valuable insights. It was a great platform for seeking advice, troubleshooting issues, and staying updated with the latest industry trends. The community's active participation and willingness to help made problem-solving and learning a collaborative and enjoyable experience. Cons While Spiceworks had many positive aspects, one thing I liked least was occasional performance issues. At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks. Additionally, the user interface, although functional, could have been more intuitive and streamlined. Navigating through certain sections or finding specific features required some exploration, which could have been improved for a smoother user experience. 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