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The interface feels somewhat outdated and the advanced features take time to fully configure and the reporting is fairly limited.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

“Convenient ticketing at a fair price

Pros

Ticketing and computer inventory monitoring are both handled really well by this product and the pricing has been very reasonable. We've been using it since 2017 and the first price increase didn't happen until last year and even then it was only a small one.

Cons

Since the on-prem and cloud versions were merged, a couple of small features I used are no longer there. It hasn't caused any major problems but it is a slight inconvenience.

“Responsive team

Pros

The tool itself is polished and is ITSM-focused that handles the job well. The support team responds quickly and knows their stuff. They genuinely listen to customer feedback and make a real effort to deliver what users need.

Cons

It's still missing a few capabilities you'd typically see in larger enterprise service desk products. The documentation isn't as detailed as I'd prefer. Some modules, like software assets, contracts and ticketing, could be connected better. Reporting also has room to improve especially when it comes to depth and customization.

“Tailored onboarding works well

Pros

They are pretty responsive to customer feedback. They also provide personalized sessions that help both new and existing customers adapt the application to fit their specific needs.

Cons

The only thing I'd really like to see is a BOSSDesk Admin certification that validates someone's knowledge and skills in designing and managing the application. It would be even better if long-time customers and DBAs could get it for free.

“impressivee ticket handling

Pros

Ticket entries are problem free with it. Creating, tracking, resolving, closing and overall managing tickets all work in a clear and organized way.

Cons

The graphical user interface can be improved. The report generator could also be better especially when it comes to creating simple custom reports.

“Quick support response helps

Pros

Keeping up with tickets is much simpler now and the platform can be customized to match the way my team works.

Cons

No real complaints here. Anytime something comes up, the support team replies fast and gets it taken care of.

“excellent support partnership

Pros

From the support side, this platform has been outstanding so far. The team takes the time to understand the needs and goals of both your organization and your department, then works closely with you to help bring your support vision to life.

Cons

Some improvement and updates to the Knowledge Base section of the application can be added!

“satisfied with it!!

Pros

Its scalability, affordable pricing and the quick responses from the support team have been the biggest positives for me

Cons

I can't think of anything I dislike about the tool.

“Ticket entry and task tracking is easy

Pros

It's gotten easier to submit tickets and the TASK ticket option is really useful when I need to create requests on behalf of someone else.

Cons

A limitation is that if I add a private comment to a ticket, any watcher attached to it isn't able to view that comment.

“good interface

Pros

The hosted version of BossDesk is good. We can sign in from anywhere and having a mobile app available makes it even more convenient. The interface offers a good amount of customization with only a few limits and reporting is solid so far.. The inventory management tools that we've only recently started using is working well too specially with the Dell and Lenovo APIs. The ticketing system is really the core of the product and it handles that job well with useful workflow options.

Cons

I want a bit more flexibility in the customer-facing UI so we can add extra information and adjust sizing more freely but it's not a deal breaker for us.

“Fast access stands out

Pros

Biggest benefit for me is how quickly I can locate exactly what I need right when I need it. That has really made a big difference.

Cons

Nothing really.. Items I couldn't find in the software before have since appeared through updates.

“User-friendly overall!!

Pros

The system and interface is easy to understand.. and its simplicity makes it really pleasant to work with.

Cons

I don't have any complaints especially since the BOSS team actually listens to user suggestions and recommendations.

“feature-packed help desk

Pros

This platform covers just about everything you'd want in a help desk platform. It comes with a wide range of features and tools that keep our requests and tickets well organized, properly tracked and stored. Moving to the OnPrem version also gave us noticeably faster performance that has been a big plus.

Cons

Bit of a learning curve at the start but I guess it happens everywhere. After moving to OnPrem, we had to deal with a lot more settings and filters that needed to be configured correctly for everything to display properly. Once we got all of that sorted out though things were running normally again.

“impressive ITIL tool

Pros

Using it day to day is super convenient. The ITIL-based structure is well laid out, there are multiple modules to work with and the customer service has been excellent.

Cons

It should have a deeper use of AI or bots especially for providing voice responses when tickets are submitted.

“A good ticket tracking system

Pros

Our Service Desk has been able to stay on top of end-user issues much better with this software. It has the reporting tools needed to track recurring problems from one cycle to the next and also serves as a solid record-keeping system. So when a user says we didn't help them, the ticket history clearly shows the steps we took to provide support. I would absolutely recommend this software to any company.

Cons

I didn't have any complaints about this software. I just wasn't there long enough to work with the upgraded version.

“Very adaptable

Pros

The ticketing system is easy to handle and offers a lot of customization options that makes it very adaptable.

Cons

It doesnt have direct integrations with many Windows management tools, such as Ninja RMM.

“change management done right

Pros

What stands out most is how well it handles change management processes.

Cons

No real complaints about the software itself. On our side, we still need to make some internal changes to take full advantage of everything it offers.

“Good speed!

Pros

Coming from our previous system, the difference in speed and responsiveness has been huge. Even simple tasks used to feel slow and awkward when we were trying to manage small pieces of information but this tool is fast. Its performance has stayed consistent and hasn't dropped off or slowed down at any point during our integration process.

Cons

There is not much to complain about, although at times it can feel a bit lightweight. That said new features keep getting added every week so I really do not see that being a problem a few years down the road.

“simplified our workflow overall

Pros

Thheir support team is always quick to respond when needed.

Cons

No negative feedback about the software.

“ticketing that covers it all

Pros

This ticket management system supports users with their technical needs smoothly and its been a big advantage for us!!

Cons

Haven't run into any issues. It seems to include everything needed to support both me and my organization.

“Impressed with automations

Pros

Customization and flexibility are a big plus. There are nearly endless ways to configure the product and make use of its features. It's also nice to see customer feedback reflected in the design and workflows that helps teams automate a lot of tasks.

Cons

More readily available video tutorials or webinars would be useful for new admins especially when setting up catalogs and workflows.

“Responsive support

Pros

Once the initial setup is done, it can be kept very simple or built out into something much more complex depending on what you need it for. Their team also puts in a real effort to make sure you get everything you need.

Cons

There are some occasional software or hardware issue but their support responds quickly and usually fixes things faster than any other software vendor I've worked with.

“more user-friendly features

Pros

Compared with the older version, a lot of the features have been updated and it feels much more user-friendly now.

Cons

Ticket creation for a customer to use for their IT support still feels difficult.