SherpaDesk Reviews

Pros

It worked really well for us up until this latest version. The biggest change has been not getting notifications anymore which has been frustrating. The updated interface also feels a bit too cluttered compared to before although we'll probably get used to it over time.

Cons

Notifications are missing in the latest version.

Pros

Getting started with it was pretty simple. One of my employees went through the setup with me and he also mentioned that the pricing was appealing enough that he started considering it for his own company.

Cons

I do wish there were more flexibility to rework some of the customizations because it would be a lot more functional with better customization options.

Pros

It's a very good product and customer service is handled in a professional way. I'd definitely recommend it.

Cons

I'd recommend it.

Pros

Very simple for both end users and technicians to work with and it also gives management solid metrics to track performance and activity.

Cons

The reporting side still needs improvement. It can be difficult at times to generate the exact report I need.

Pros

We were looking for something simple that would work well with Ninja, IT Glue and QuickBooks and this checked every box. The monthly price is very reasonable, there's no contract and that alone was a huge plus for us. The support has been absolutely outstanding. They even added a feature that would really help our team within about two months which is something I almost never see from other companies. They actually pay attention to feedback and follow through.

Cons

Ninja alerts integration still has room for improvement.

Pros

It does a fairly decent job of helping us keep track of accounts and outreach activity.

Cons

We've stopped using it as our CRM because there were just too many issues. The search feature is awful, the whole system feels outdated for CRM work and our team is incredibly slow whenever they have to log information into it.

Pros

Right from the start the interface feels clean and simple but it still includes everything I need as a technician. The tools I rely on are there when I need them and interacting with the system feels simple and user-friendly.

Cons

Something that could be improved is the way communications are ordered or at least giving users the option to configure that order. It can be confusing when I'm trying to find something I added and it doesn't appear where I expect it to.

Pros

The software felt very polished. It comes with a huge range of features, almost to the point of being overwhelming.

Cons

Getting around the software felt a little challenging at first. Honestly, I think I just need a bit more time and experience with it.

Pros

the first technician is free. The email parsing features are also very useful since you can open a ticket, log time, add notes, categorize it and even close the ticket all from a single email.

Cons

It does feel a little complex at times. Compared with other ticketing systems, it is not the most polished-looking option but it still handles the job well.

Pros

Between the wide range of features and the pricing, this feels like a really solid option. It seems like a strong way to bring together a help desk with time tracking and invoicing and it should let us replace two separate software tools with one system.

Cons

Set up process isn't very user-friendly and the help documentation definitely needs work. It looks like I'll need to spend time digging into it to use the software fully and relying mostly on setup videos makes things harder for people with limited internet access like rural customers.

Pros

Compared with our previous call management system, it gives us capabilities we simply didn't have before. We can pass tickets to other groups across the University without hassle and include all the relevant documents which has been incredibly valuable. We've never had issues with attachments or other details disappearing into the void the way they used to with our old provider. it has been completely reliable and secure for us and the regular updates are reassuring because bugs and security concerns get patched quickly.

Cons

If there's one downside to it, it's the time it takes to really learn the system. Moving over from a much simpler platform meant dealing with a fairly steep learning curve. The interface itself looks polished but actually finding your way around it can be tricky for both new users and even people who have been using it for a while. Looking back through weeks or even months of past emails and correspondence can also get confusing. That said, this feels like an issue shared by most ticket management tools.

Pros

The pricing model is very simple. It's far more competitive than the bigger names in the market. The software covers everything we need especially time tracking and it also includes plenty of other features we haven't even started using yet. On top of that, the support team is helpful, responds quickly and is willing to make changes when needed.

Cons

It may not be as flexible as some other platforms but it's also much more affordable and a lot simpler to set up and manage.

Pros

Everything is in one place, with ticketing, time tracking, invoicing and customer notifications all built in.

Cons

There are plenty of fields I can customize which helps when using it in languages other than English but the main fields in emails still can't be changed. It's not a deal breaker though it is a bit frustrating.