BOSSDesk Reviews

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Pros

Thheir support team is always quick to respond when needed.

Cons

No negative feedback about the software.

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.

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.