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Avaliações do Spiceworks Cloud Help Desk

Sobre Spiceworks Cloud Help Desk

Baixe gratuitamente o software de helpdesk para profissionais de TI e administradores de sistemas em todo o mundo em todas as empresas. Suporte e aplicativos móveis também são gratuitos.

Saiba mais sobre o Spiceworks Cloud Help Desk

Vantagens:

Integrated decently with Exchange. Very low cost and a good KB.

Desvantagens:

The biggest con is that if you have a "team" in your Spiceworks, it's a bit of a pain to get the inventory cross-team.

Notas do Spiceworks Cloud Help Desk

Pontuação média

Praticidade
4,3
Atendimento ao cliente
4,2
Recursos
4,2
Relação qualidade/preço
4,6

Probabilidade de recomendação

8,5/10

O Spiceworks Cloud Help Desk tem uma classificação geral de 4,4 em 5 estrelas com base em 559 avaliações de usuários no Capterra.

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Carlos
Analista de TI, Brasil
Serviços financeiros, 201 - 500 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Spiceworks

5,0 há 2 anos

Vantagens:

Gerenciamento de ativos e rastreabilidade dos ativos são de alto valor e proporciona um ótimo gerenciamento e visibilidade.

Desvantagens:

Possui muitas propagandas durante a troca de páginas em visibilidade dos recursos.

Joshua
Joshua
System Administrator, GB
Usuário do LinkedIn Verificado
Bancos, 51 - 200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Ever looking for an IT Asset Management App to use ..... Spiceworks has it all

5,0 ano passado

Comentários: 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.

Vantagens:

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.

Desvantagens:

I haven't find any fault using the app, so there is non for me to write

Matthew
Director of IT, EUA
Gestão de organizações sem fins lucrativos, 11 - 50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Help Desk Where You Want It

5,0 há 3 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Assi
Application Developer, EUA
Serviços e tecnologia da informação, 51 - 200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

My Experience With Spiceworks

4,0 há 2 meses Novo

Vantagens:

It is a great tool as service desk and hep desk solution It makes management of IT assets easy and also doubles up as an IT management solution

Desvantagens:

Spiceworks has always been very helpful. No pitfalls.

Josh
IT Support Specialist, EUA
Usou o software para: Mais de dois anos
Fonte da avaliação

Awesome IT Help Desk software, horrible inventory system.

2,0 há 6 anos

Vantagens:

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.

Desvantagens:

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.

Patrick
System Admin, EUA
Software, 11 - 50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Best ticketing system

5,0 há 4 anos

Comentários: This tool has been great for us. It’s very user friendly which was better then other ticketing systems we looked at. It’s been very beneficial to be able to keep track of our tickets. One huge benefit is the use of the mobile tool to be able to access and our modify the ticket when our users are on call

Vantagens:

Great tool for ticketing system. Being a small company we used excel to track calls and troubleshooting with customers and we needed a better solution to keep track of all the calls and tickets created. It’s been great that we can access this in office and on our mobile device to refer to past notes in a ticket when we are on call. One benefit that we love is adding and modifying fields in the ticketing system to keep track of certain information of the customer

Desvantagens:

Having gone from tracking our own calls manually this has been a huge benefit and we haven’t noticed any downsides to using this.

Luis Miguel
CCO, México
Telecomunicações, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

This is the one solution to start with Servicedesk solutions

4,0 há 10 meses

Comentários: This is a great solution, it was our first service desk platform that give us excellent results.

Vantagens:

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.

Desvantagens:

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

Shayla
Shayla
Human Resources Specialist, EUA
Usuário do LinkedIn Verificado
Internet, 1 001 - 5 000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

It works well for a small business support desk

4,0 ano passado

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Paul
IT Manager, EUA
Construção naval, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Spiceworks - Ticket management

5,0 há 2 anos

Comentários: It is actually hosted by Spiceworks, so nothing local. Setup was very simple. It is used everyday. I can create tickets, there is a page for users to create tickets and they can be created via email. Once a ticket is created, you are notified by email. Very useful and simple.

Vantagens:

It is free. It works better than some of the others that I have tried. It is completely configurable for whatever category you need. Always works. Perfect for a simple ticketing system.

Desvantagens:

Since it is free, there are ads that show on website. Not really an issue. Not as granular as some of the others.

Robert
Robert
Systems Administrator, Canadá
Usuário do LinkedIn Verificado
Alimentação e bebidas, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Ideal free helpdesk for small to medium businesses

5,0 há 3 anos

Comentários: Overall I have been very happy with Spiceworks, especially the community of users.

Vantagens:

It's impossible to beat the cost of free. The product is well designed and functions extremely well for the job it is designed for.

Desvantagens:

Larger IT departments won't be able to route tickets to specific teams. It would be very nice if spiceworks could expand its offering to include sub service desks etc.

Donald
Technology Director, EUA
Gestão da educação, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Spiceworks Help Desk

5,0 há 2 anos

Comentários: Spiceworks has been very good for us as a Help Desk software. My admins and users had an easy time in implementing this software

Vantagens:

Of course the cost since it is Free. Easy to deploy and users to understand

Desvantagens:

Does not have all the features and reports that others have, but that is offset by the price

Amber
IT Project Assistant, EUA
Serviços ao consumidor, 501 - 1 000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Very User-Friendly

5,0 há 6 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Victor
IT Manager, Venezuela
Construção, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação
Fonte: SoftwareAdvice

Spiceworks a great Help Desk suite with AiO preset that'll transform IT units into Rockstars!

5,0 há 6 anos

Comentários: I would recommend Spiceworks since can give you details that some other apps might be skipping out just like agent-less scanning that provides complete system details, including things like license keys for Microsoft software and toner levels on printers, the ability to manage Active Directory users and policies.
For sure the Purchasing tracking system will give you a hand to develop the IT Budget and track down your top ten assets requirements.

Vantagens:

The ticketing system works great you can set categories and customize the SLA's at your convenience and with the reporting tool you can build your own Ticket time tracking charts and accomplishment report of tickets assigned and complete that works great for newly IT departments that want to leverage their support standards. It includes a user portal so people can keep track of their tickets but also allows tickets creation/update via email which makes things so simple for the end user you can customize this portal with the company logo and preset the auto response message using HTML code. We have been using the inventory feature which is really robust gives plenty details about the IT assets and their warranties. You can set networks scans and Spiceworks will give you very detailed information about everything on your network.

Desvantagens:

Spiceworks software network management needs a lot of the time it is discovering items that you have no interest in managing remotely and yet it keeps finding stuff and bringing it to your attention. The ability to manually add inventory items gets overlapped for the constant network scanning. Spiceworks could open up their code a bit more. Since some specific needs that wouldn't be difficult to integrate/allow but that aren't done with the OpenSource collaboration to add more features and solve the lack of some specific UX desirable features.

Avaliador Verificado
Usuário do LinkedIn Verificado
Educação superior, 1 001 - 5 000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Free help desk and ticketing system with integrated AD-compatible inventory

5,0 há 5 anos

Comentários: We have used the Spiceworks ticketing system for a few years and have been very pleased by the customization options, support, and overall performance of it. It has helped to streamline the efforts of our tech team and help us to effectively organize and delegate. From the ticket overview, you can see what tickets are new, outstanding, and who their owners are (if any). The customer portal side and automated responses are very customization as well, which helps to get your tech communications effectively branded for your organization.

Vantagens:

The fact that it is a free product helps it to stand out. Beside that, when we did have an issue, the support was fantastic in helping us to track down and remedy the source of the problem. We really like the amount of detail you can see at a glance when using the help desk because it can aggregate the data from inventory which can include hardware devices and users. There are also many very handy plugins for Spiceworks that can help in countless ways.

Desvantagens:

Since our users had a habit of submitting tickets with numerous large attachments, the ticket database became kind of unwieldy and there wasn't a clear way to actually delete tickets or their attachments from the database. This is good and bad, in that there's no accidental deletion of ticket history, but it can be frustration if space on the hosting server is very limited.

Dustin
Field Technician, EUA
Usuário do LinkedIn Verificado
Hardware, 201 - 500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Simply essential to every day I.T. Life!

5,0 há 6 anos

Comentários: There is really nothing to say but this software is excellent. I use it daily for ticketing, tracking, research and even I.T. related news clips. It's an essential one stop HUB for everything I.T. and best of all it's free.

Vantagens:

Spiceworks is the software that my company uses for ticketing and a secondary asset tracking system. Since I've been using it I've found that it's infinitely more helpful than at first it seemed. The ticketing system is very simple to set up and tracks and assigns tickets very well. Besides the ticketing and asset tracking I love all the plug-ins that are available as well as the Spiceworks community. There are very few resources where you will find a more helpful bunch of users who have real world experience and can answer anything you might need to ask. I always find someone who has broken down extremely technical knowledge that makes it easier for me to learn and expand.

Desvantagens:

The software can sometimes be a bit slow to respond. There will at times be an odd lag in the software even though there is nothing taxing happening on the server and resources look fine. This is a minor occurrence and can be fixed by restarting the service on the server.

Dustin
Dustin
Superintendent of Information Technology, EUA
Usuário do LinkedIn Verificado
Usou o software para: Mais de dois anos
Fonte da avaliação

Great for a free helpdesk, but the community is where it shines

4,0 há 6 anos

Vantagens:

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.

Desvantagens:

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.

Jason
Network Administrator, EUA
Manutenção predial, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Spiceworks - old but still very useful

4,0 ano passado

Comentários: Spiceworks has been a huge part of our work flow for the past 10 years. Both the community forums and the software package. I've tried a few other similar applications over the years. I've stopped using most of them but I'm still using Spiceworks.

Vantagens:

I mainly use this for service tickets but it's still useful for keeping track of inventory. I really like how it tracks toner levels in printers.

Desvantagens:

The gui is a bit outdated and can run a bit sluggish. The lack of future support and updates is disappointing.

Becky Jewell
Becky Jewell
Director of Customer Success, EUA
Usuário do LinkedIn Verificado
Internet, 11 - 50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Best for IT

4,0 há 6 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Robert
Director of Operations, EUA
Serviços a indivíduos e famílias, 201 - 500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

IT Support at its finest!

5,0 há 5 anos

Vantagens:

Where to begin - there are so many features and services that we have come to rely on in regard to Spiceworks such as: -Remote data collection on all devices: you can see when a hard drive is out of space before it becomes a problem -Remote data collection on logs: you can see when someone had some log errors and they don't know about it and you catch a system-wide upgrade issue before it affects everyone -Software reports: see who has what installed and if it fits in the companies guidelines -Seamless integration between ticket creation and purchasing. Also, Vendor participation that allows vendors to directly communicate with the whole community and help out, without all the trouble of phone calling and long wait times.

Desvantagens:

The only thing we have identified that Spiceworks doesn't do is patch management but word is they are working on that.

William
Assistant Technology Coordinator, EUA
Gestão da educação, 201 - 500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Spiceworks - The Ultimate Help Desk?

5,0 há 5 anos

Comentários: Spiceworks is an excellent (and FREE!) option for an IT help desk. I guarantee you won't regret at least giving Spiceworks a quick test drive to see if it is a good fit for your team.

Vantagens:

We have been using Spiceworks for 3-4 years and I absolutely love it. It allows our team to stay on task, easily communicate through notes on tickets, and most importantly get work completed efficiently. We obviously chose this software because it was free, but kept using it because it was easy to use, easy to configure, and had a large community of support behind it.

Desvantagens:

Some features of Spiceworks simply don't work well. Such as the inventory component of the software. It attempts to gather all the computers in your domain and place them in an inventory so you can track and monitor them, but at least half of our PCs just don't report in no matter how much troubleshooting we try.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 51 - 200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

IT HELP DESK.

5,0 há 4 anos

Comentários: I highly enjoyed using this product and now with the other clients I manage with large office staffs we are also moving to this system.

Vantagens:

I used this ticket system when I was apart of a IT team that setup a new casino network, software, servers and etc. I started with this software and a IT Tech user and handling my tickets. This software helped me do my job more effectively. I handled my tickets and assets in one location. It allows you to keep track of which user gets which device and I used the assets by mac address. Which in the end saved me a lot of time and frustration. Other techs didn't use the asset the same way so tracking down your devices after deployment is a nightmare. Even from the end user traning was a lot easier to handle because how easy this software is to use.

Desvantagens:

I'm not sure if this is a software issue or a setup issue. But when a user sends a email it would not auto fill in the info for the level of urgency.

Avaliador Verificado
Usuário do LinkedIn Verificado
Usou o software para: Mais de dois anos
Fonte da avaliação

Excellent product, free and top notch support

4,0 há 6 anos

Vantagens:

Can't beat the price. You have the flexibility to operate your helpdesk "in-house" or use their hosted platform. Either way you will have a full featured, customizable helpdesk with a user portal. At its minimal setup, you can be up and running in under an hour. If you have more work to do, you can easily build it to suit your needs. If you need additional functionality, you can always install one of many plugins.

Desvantagens:

Though the community is awesome, many of the useful plugins over the years have been abandoned by their creators. Since these are built and maintained by the users of the community, these are often made to address a specific issue, and not many are kept up with "fixes". It would be great if Spiceworks worked a bit more on incorporating the most used ones into their software natively.

Andrej
Eslovénia
Usou o software para: Não especificado
Fonte da avaliação

Probably easiest to use HelpDesk, but lacks some features

3,0 há 8 anos

Comentários: This is definitely one of the easiest to use HelpDesk/Ticketing software. Having WEB and Android APP client. It is actually HYBRID app, where you install part of it on-premise on your server, and another part is running on SpiceWorks cloud. PROS:
Customer simply sends request via e-mail, SpiceWorks HelpDesk responds and creates ticket in system. Any technician responds directly into text box and when clicking SAVE ticket is automatically ACCEPTED and ASSIGNED to this technician. No annoying gozillion of buttons, boxes, dropdowns... YES, you can add extended properties, categories, assets, purchases...but that's all hidden under tabs and is not required for quick and simple operation.
Interface is quite clear, not bloated with too many options and every beginner can use it in seconds. CONS:
The REPORTING feature is very simple to use, you can generate reports easily, customize what to display...but is also VERY LIMITED. You can generate report ONLY in table format. Even SQL-based reports accept only 1 single SQL query, which is displayed in 2-dimensional table.
There is absolutely NO options for custom designed reports, there's no option to change title, subtitle or add custom text with placeholders on report. There is NO option to do any MATH operations, like display a sum of spent time, calculate average response time, count number of support tickets and so on.
Reporting is just simple displaying tickets in plain table, filtered by some criteria, like by date, by category etc. Nothing else.
Also translations are pain. There is translation module, but some translations appear immediately, some require service restart, and some you simply cannot find, as they are packed inside app source code. Finally, the MOST ANNOYING feature is that your users are NOT YOURS. Instead, all users become SpiceWorks users and by default they are set to receive Spiceworks announcements and mails from SpiceWorks partners.
That's becasue SpiceWorks app is hybrid - a part you can install on-premise on your server, while another part runs on SpiceWorks portal and is integrated without a chance to disjoin.

Jim
IT Specilaist, EUA
Imobiliárias, 11 - 50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Spiceworks Help Desk has made my life easier

5,0 há 6 anos

Comentários: I am able to track and prioritize work that needs to be done and communicate with the user about the progress of their request.

Vantagens:

It enables my user base to submit requests easily and allows me to communicate effectively with those users as far as the progress of the request and helps me to track requests. No more losing my "To Do" list. In addition, I can add a ticket for something I want to get taken care of, assign it a priority and follow updates all from one place. I also have the ios app so I can see it anywhere. In addition to all that, it is free!

Desvantagens:

It's hard to say what I don't like because I am not terribly familiar with other Help Desk Software for comparison. The initial setup was a little confusing for me. There was support but it was email and so there was a bit of time delay. Getting users to understand that they don't need to send a new email everytime because it creates a new ticket has been a challenge.

Gilbert
computer specialist, EUA
Administração pública, 501 - 1 000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Above average Trouble Ticket System

4,0 há 4 anos

Comentários: I work in Government Agency and we use Spicework as our IT Ticket System. We instruct our users to open Tickets and the Tickets send emails to the IT Team Members who then comment and or update the Ticket.

Vantagens:

The Website Portal is very intuitively laid out. Creating Tickets and then Commenting on them makes it easier to work as a Team and tackle a wide variety of IT problems. The Website Portal also makes it easy to merge similar Tickets together.

Desvantagens:

The software to setup your own Spiceworks Ticket Server is practically free, the only draw back is the ads. Not a very big deal the ads are not in you face or play annoying music like some websites are starting to do. To clarify Spiceworks ads do not play any music and are at least IT related.