SherpaDesk Pricing, Features, Reviews & Comparison of Alternatives

SherpaDesk

A support soution to help track time and manage projects

4.8/5 (56 reviews)

SherpaDesk overview

What is SherpaDesk?

SherpaDesk focuses on what matters most to professional services - Time. The complete solution to manage customers, capture billable time and monitor projects' profitability.

SherpaDesk is a cloud-hosted professional service automation (PSA) solution that integrates key elements into one solution.

Organizations are able to track customer service issues, log time for billing, and manage their project's profitability. SherpaDesk's mobile application is the perfect solution for organizations who have techs in the field to log all of their time and expenses to a customer.

Companies that bill customers for services based on multiple rate plans have no alternative but to use separate, non-integrated solutions to fully manage their organization (i.e spreadsheets). Often, due to poor systems, billable time falls through the cracks. This means lost revenue. SherpaDesk allows organizations to capture all billable time and expenses and easily assign these to customer projects, allowing the organization instant access to viewing a project's profitability.
sherpadesk.com

Pricing

Starting from
$39/month
Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom

Supported languages

English
SherpaDesk screenshot: SherpaDesk InvoiceSherpaDeskSherpaDesk screenshot: SherpaDesk homepageSherpaDesk screenshot: Time Tracking with SherpaDeskSherpaDesk screenshot: SherpaDesk ticket worklistSherpaDesk screenshot: SherpaDesk projectsSherpaDesk screenshot: SherpaDesk for mobileSherpaDesk Now With Freshbooks Integration

SherpaDesk user reviews

Excellent
45

Very good
11

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.9
  4.7
  4.7
  4.8
Doug Noell

SherpaDesk is the most economical and effective ticketing solution that we've ever used.

Used daily for 2+ years
Reviewed 2017-09-18
Review Source: GetApp

We transitioned from the BigWeb Apps, so it took a little time to learn how to effectively use SherpaDesk.

Pros
SherpaDesk is adaptable for all users and groups of users. It's simple to enter, update, work on and close a ticket, and assets can be attached to a ticket. It's all web-based, so there is no client, so it's very device agnostic. The reports are informative and easy to generate. The process is now simpler to transfer tickets, including a feature to automatically route tickets to a user or queue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Finally a decent ticketing system

Used daily for 6-12 months
Reviewed 2020-10-09
Review Source: Capterra

Overall I really like the software. I've used a number of ticket tools and Sherpadesk doesn't cause me pain to use. Yeah, it's a ticket tool, but at least it's an easy to use one.

Pros
The interface is clean and simple yet offers everything I need as a technician. It has what I need when I need it and an easy way to interact with it.

Cons
The order of listing communications could be better or at least configurable. I often get confused when I go looking for something I added and yet don't see it.

Response from SherpaDesk


Thank you for the great feedback. We are always looking to our SherpaDesk community for feedback and making sure we are on the right track!

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Peter Woodbridge

Brilliant ticket management system

Used daily for 1-2 years
Reviewed 2018-11-29
Review Source: GetApp

Pros
SherpaDesk offers functionality we just didn't have with our old call management system. Being able to easily pass tickets across to other groups within the University, providing any relevant documents is in-valuable. Never once have we had a problem with attachments, or any other information, getting lost in the ether like our old provider did. Instead, SherpaDesk has been 100% reliable and secure. SherpaDesk is updated regularly, ensuring any bugs or security issues are patched out ASAP.

Cons
The main, if only, negative I have for SherpaDesk is getting to grips with the system. It was a rather a big learning curve coming from a much simpler system. The user-interface looks very nice, but navigating it as a newcomer, and even an experienced user, can be troublesome. Trying to understand weeks, sometimes months, of previous emails and correspondence can be confusing. But this seems to be a problem all ticket management applications suffer.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Anonymous

Very polished product

Used daily for free trial
Reviewed 2020-10-04
Review Source: Capterra

Pros
This software was very polished. It has a lot of features almost overwhelming!

Cons
I found the usability of the software slightly challenging. In all honesty I think I need just some more experience with it.

Response from SherpaDesk


SherpaDesk provides free email based support, weekly web sessions with a product specialist and a support portal with help articles and videos. For customers needing more 1 on 1 sessions we offer paid training. We work towards answering all questions in a timely manner. Always feel free to reach out. Our support team us here to help.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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John Dubinsky

Foundation of control for our IT support business.

Used daily for 6-12 months
Reviewed 2017-07-26
Review Source: GetApp

Pros
- Easy to use. - Great support. - Full featured with options to enable only what is needed. - Continually updated. - A pleasure to use. - Easy for end users, engineers and customers. - Was up and using in 7.6 minutes. SherpaDesk is great. It has changed the way I do business. I have tried and reviewed many different helpdesk/ticketing solutions and SherpaDesk is the best fit for us by far..

Cons
I struggled to find a sensible con to post. No deal breakers. Some features need improvement (which seems to be continually happening) as they are a little rough around the edges or overly complex. During my use we found one bug and made one suggestion which were both fixed/implemented in a timely manner.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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SherpaDesk pricing

Starting from
$39/month
Pricing options
Free
Subscription
Free trial
View Pricing Plans

SherpaDesk offers the first tech free for life. With the first license the tech will have unlimited access to the application. As more technicians are added then it will be $39/tech per month. Additional charge of $2/month if remote assistance is turned ON.

SherpaDesk features

API
Activity Dashboard
Automatic Notifications
Email Integration

Activity Tracking (203 other apps)
Calendar Management (208 other apps)
Contact Management (167 other apps)
Custom Fields (165 other apps)
Customer Database (202 other apps)
Customizable Branding (252 other apps)
Customizable Reporting (188 other apps)
Customizable Templates (212 other apps)
Data Import/Export (228 other apps)
Electronic Payments (172 other apps)
Real Time Data (157 other apps)
Reminders (209 other apps)
Reporting & Statistics (318 other apps)
Social Media Integration (202 other apps)
Surveys & Feedback (183 other apps)
Third Party Integration (300 other apps)

Videos and tutorials

Additional information for SherpaDesk

Key features of SherpaDesk

  • Use Active Directory to manage user authentication
  • Integrate into leading accounting and LDAP management tools
  • Create custom notifications on specific issues
  • Receive and update support activity via the email parser
  • Manage and report on all customers support issues
  • Create multiple customer rate plans for customers
  • Track billable time to all projects
  • Take control of a user's desktop
  • Route issues based on type, account, priority and projects
  • Track billable time to all clients
  • Track and route work orders from users
  • Evaluate performances against the team
  • Track incoming calls and manage service level agreements
  • Create custom alerts to notify when issues become neglected
  • Convert billable time to invoices
  • Complete API library
  • Engage customers using the chat with remote desktop
  • Create rich text private and public support articles
  • Capture all billable hours via email, mobile or web app
View All Features

Benefits

Professional service organizations have to manage a separate help desk application and a billing solution while also trying to keep their notes and time data synced. SherpaDesk provides a better solution than email and spreadsheets to help track customer's requests and log time for invoicing.

-Manage Customer Support: Route and report on all customer service request

-Create Custom Rate Plans: Create individualized rate plans for each customer or project including fixed rates and contracts

-Manage Project Profitability: Create an initial estimate for hours and budget and then track performances against this estimate

-Capture All Billable Time: Log billable time that falls through the cracks. By email, mobile or web all time can be logged to an account or project

-Update Activity Anywhere: SherpaDesk's mobile application allows access to respond to requests, log time or send invoices to customers anywhere anytime