BOSSDesk Reviews

“ticketing solution that actually works”

Pros

My experience has been great. The ticketing system is clear and simple, without feeling overly complicated like some other ITSM tools I've worked with. It's simple to keep track of requests and assign tickets and stay on top of response times. One of the biggest advantages is the workflow customization... we were able to tailor categories, priorities and SLAs so they actually fit the way our team operates. Training also went better than expected. The sessions were practical and based on real-life scenarios instead of just listing features. It didn't take long before most of the team felt confident getting around the system. The learning curve for everyday tasks is quite manageable although some of the more advanced automation tools did take a little longer to fully figure out. If there's one downside, it's that the interface looks a bit dated compared to newer platforms even though it still does the job well.

Cons

The interface feels somewhat outdated and the advanced features take time to fully configure and the reporting is fairly limited.

“LDAP access makes work easy”

Pros

It is great that we can set up the menus and forms the way we need. LDAP integration also makes logging in much simpler for end users and it helps create tickets and check status without hassle too.

Cons

Tracking down the exact section that needs editing is frustrating. There are a lot of menus to click through so it can take a while to find the right one.

“Ticket tracking is convenient”

Pros

Keeping ticket details organized by category and managing time is really easy with this tool. It's also convenient to be able to search older or closed tickets using keywords.

Cons

Theres a learning curve for setting up groups and templates . I just wish there were more documentation around configuring groups and templates.

“amazing ticketing hub”

Pros

This tool keeps our tasks and tickets well organized and communication with employees has improved a lot because of it. It also handles some of the basic recurring tickets automatically that saves time. The security has been excellent and the SSO feature is something I really appreciate.

Cons

The search function could really use improvement! We sometimes run into trouble when trying to locate a specific ticket. It would also help to have a search field for the employee who submitted the ticket, with the option to simply choose that person from a list.

“Good value”

Pros

There's definitely good value here if you're ready to spend the time setting it up properly. Out of the box, its already a solid product but it does need some customization before it really fits an organization's specific needs. On the plus side, the help desk team is consistently responsive and willing to make improvements that help things run more efficiently.

Cons

I feel reporting has been the biggest downside. It's not that the feature is missing but it just doesn't have enough power or flexibility. Since our organization relies on that information for budgeting and downtime tracking, pulling useful data out of the software is more difficult than it should be.

“responsive support”

Pros

It does the job well and we hardly ever need to contact support. On the occasions we do reach out or need to talk something through, the team is responsive and ready to help.

Cons

Since it's a less well-known ticketing system, a lot of RMM tools don't offer native API support. The asset management side could also use some improvement.

“Impressive toolset for ticketing”

Pros

Initial set up was easy and this platform comes packed with tools we actually use, like asset management. Even though we probably only tap into about 40% of everything it offers, the feature set still feels very comprehensive.

Cons

The pricing felt a bit on the expensive side and a few updates seemed to need additional fixes afterward that caused some downtime or lag at times.

“user-friendly platform for our practice”

Pros

Its implementation and setup process was very simple for us. It gave us the flexibility to configure the ticketing system around the specific needs of our radiology practice.

Cons

Truthfully the only downside that comes to mind is that some of the support documentation could use an update. That said whenever I have questions, their support team responds very quickly so we're never left without help.

“Versatile workflows and good asset tracking”

Pros

This platform does a really good job of handling different workflows. The process is easy to follow and it makes it simple for customers to send requests to agents while also supporting asset tracking.

Cons

One limitation I observed was that the assets section is focused only on IT-related assets right now. If it were expanded to cover and manage all business assets, it could replace the need for a lot of other software tools.

“effective workflows make things easy”

Pros

Everything's been good so far. On the admin side, it offers a rich set of features that support more advanced workflows and functionality.

Cons

When we first began using this tool, the reporting options were pretty limited. Since then, they've expanded some of the built-in reports which seems promising.

“Organized workorders”

Pros

The software keeps my work organized and current throughout the day. I use it to manage work orders for each daily task and it also maintains an ongoing record of every device I repair for the users and clients across our school system.

Cons

There really is not much I dislike. One thing that would help, though, is better spreadsheet importing so the content wraps properly instead of showing characters in a long vertical format. A horizontal display would make it much more useful.

“comprehensive IT management wins”

Pros

Everything we need is covered here. It handles ticket management, IT asset management, change management, integration with Entra ID/Azure, tasks and more exactly the way we need it to.

Cons

Nothing to call out here. The platform keeps getting new features and existing ones are regularly improved and refined. The reference and documentation materials are solid as well.

“A vast knowledge base”

Pros

You can tailor the ticket dashboard views and that is a big plus for me. The feature set keeps evolving that is nice to see too. The built-in knowledge base is also really helpful for both our internal staff and the customers we support.

Cons

what I'd like improved is the mobile app. The iOS version can feel a bit weird and sometimes awkward to navigate.

“good value for money”

Pros

Right from deployment, BOSSDesk made ticket management feel effortless. The security is strong and the platform can be adjusted and customized to fit specific needs that makes it very practical for different workflows. It also offers excellent value for the amount of work you can handle with it and it helps build new skills while giving both administrators and users a positive learning curve.

Cons

It needs some improvements, like in how accurately it notifies you when a ticket is getting close to falling outside the SLA. The option to set up more personalized alerts would make that much more useful.

“Workflow upgrades pay off”

Pros

This software sure is improving and the team is always introducing new ideas that make workflows and efficiency feel more achievable. The AD and Azure/Intune integration works really well in practice and with a bit of fine-tuning, it comes together properly.

Cons

Some of the newer features come with a pretty steep learning curve and most of the trainings or overviews move so quickly that rewatching the recording afterward is almost necessary just to keep up. As much as I appreciate the constant innovation and new functionality, there are still times when it feels like some smaller quality-of-life features or capabilities are being overlooked.

“clean dashboard”

Pros

the interface felt user-friendly for me.. it has clean dashboards and navigation that makes sense without much effort. It also does a solid job supporting incident, problem and change management in a way that lines up well with ITIL best practices.

Cons

so far i didn't come across any mentionable issues here

“accessible setup for all kinds of teams”

Pros

Right from the start, the platform has been very user-friendly and flexible enough to match our organization's specific needs. It also allows customization at the department level that has made it work well for different teams.

Cons

At this point I honestly don't have any complaints. Everything has gone really well, from the build process with our rep to the overall user experience.

“good AI customizations”

Pros

Tthe best part of using this software is its AI feature and I also really appreciate the broad range of customization options it offers.

Cons

A downside is that it doesn't provide much integration with the tools we already use, such as Asana.

“ticketing workflow is good”

Pros

Their ticketing system is really solid and they've expanded the options for creating tickets and managing the overall workflow quite a bit.

Cons

The Dell and Lenovo warranty integrations are somewhat inconsistent, although they still come in handy from time to time.

“clean UI overall!”

Pros

interface is clean overall so it's usually simple to locate what I need. The BOSSDesk documentation is also very helpful and well done.

Cons

what i feel its missing is better app integrations with call software. It would be useful if tickets could be created automatically when an agent receives a call.