SherpaDesk Features

SherpaDesk

A support soution to help track time and manage projects

4.83/5 (48 reviews)

SherpaDesk Feature Summary

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

Customer Management Feature Comparison

Most popular features of all Customer Management apps

API (289 other apps)
Activity Dashboard (154 other apps)
Activity Tracking (106 other apps)
Automatic Notifications (142 other apps)
Automatic Reminders (140 other apps)
CRM Integration (101 other apps)
Calendar Management (134 other apps)
Contact Database (101 other apps)
Custom Fields (113 other apps)
Customer Database (107 other apps)
Customizable Branding (135 other apps)
Customizable Reporting (118 other apps)
Customizable Templates (115 other apps)
Data Import/Export (133 other apps)
Electronic Payments (106 other apps)
Email Integration (131 other apps)
Mobile Integration (108 other apps)
Reporting & Statistics (138 other apps)
Social Media Integration (118 other apps)
Third Party Integration (146 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


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Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


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SherpaDesk Feature Reviews

25 reviewers had the following to say about SherpaDesk's features:

Anonymous
Founder, CEO (Information Technology and Services company, 11-50 employees)
Verified Reviewer

Support + Time Tracking = Better Communications

2016-02-05

On-boarding new employees and new customers are a breeze due to the clean interface and seamless email integration.

Pros

Ease of use, Customer Support, Feature rich, and Price

Cons

More integrations would be nice.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
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Anonymous
CIO and Owner (Information Technology and Services company, 1-10 employees)
Verified Reviewer

Great for small IT service provider.

2016-02-13

Ticketing, comments and time logging works seamlessly and our customer happiness has grown after we started to use SherpaDesk.

Pros

UI, Comments include time logging, email parsing.

Cons

Reporting needs improvement - customer portal could include reporting.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
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Christian Peretto

Verified Reviewer

End of a long search

2016-05-20

I need to take care of my customers, I need to track whenever they call me or send me email requests, track time spent for assistance, and so on.

Pros

Ease of use; no limited functions or super priced options; very fast; pretty flexible for customization; white-labeled; affordable price

Cons

Some redundant unremovable fields in ticket classification; I really miss not being able to translate customer's GUI; Email reports customization shoud be improved to be more flexible.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
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Anonymous
A verified reviewer
Verified Reviewer

Perfect for our needs

2017-09-18

Pros

SherpaDesk enables all of this on both desktop and mobile versions.

Cons

It would be nice to have the non-technical names for each field. That said, once you figure it out, it works.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Elayna Hebert

Verified Reviewer

Super Helpful

2016-02-04

SherpaDesk is incredibly easy to use and just customizable enough to get the most out of the app.

Pros

Easy to use - customizable - simple initial setup - helpful and speedy customer service - low price

Time used: Free Trial

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Anonymous
Senior IT Specialist (Transportation/Trucking/Railroad company, 51-200 employees)
Verified Reviewer

Good Value for the money

2016-02-04

For a smaller IT department, Sherpadesk has worked out great for us. The cost is very competitive and so far the features have worked out fine. Have been using this service for 4+ years now.

Pros

Cloud Based Customizable features Cost

Cons

Takes time to setup initially

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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David Yates

Verified Reviewer

Very Sharp Product with Many Easy-to-Use Features

2018-02-26

Pros

This product is fully-hosted, and with a very intuitive interface implementation is easy.

Cons

More flexibility in reporting would be great - a pre-bill report so you can check invoices for accuracy before creating them, for example, along with the ability to customize the invoice layout.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
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Robert Harrington

Verified Reviewer

Great option for keeping track of Service tickets

2016-02-04

We use SherpaDesk to keep track of open service calls, pull reports on how long it takes our employees to address the calls, how much time we're spending on the solving the problem, and billing our customers for that time.

Pros

Easy to pull reports, excellent customer service when we have a problem.

Cons

Like all cloud based apps, we're dependent on the health of the cloud. When there's an issue with the cloud architecture, we have no service. This has only happened on a few occasions.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Jeremy Poisson

Verified Reviewer

Phenomenal Product

2017-08-17

Pros

Affordable Reliable Intuitive Plays well with other needs (credit card processing, accounting software) ***Customer Care - SECOND TO NONE*** They actually care, seriously.

Cons

Would like more features from full website integrated into the mobile application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Micah Young

Verified Reviewer

Simple, powerful ticketing

2016-05-02

If you're looking for a good web-based ticketing solution SherpaDesk deserves a look. It is straightforward and simple, and has been a great solution for us. If you use it for it's intended purpose, it is robust enough to do an excellent job and yet simple enough to have a very short learning curve.

Pros

Easy to understand for techs; good presentation of information in dashboards; It does what it is supposed to do effectively and for a good price.

Cons

End users still have to understand the emails. Since the bulk of IT ticket work is generated by the lower end of the user base, easier to understand discussion chains would be nice.

Rating breakdown

Value for money

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
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Anonymous
Technical Assistant (Higher Education company, 201-500 employees)
Verified Reviewer

Intuitive and Effective

2016-02-08

It is easily customized and we have it set up to effectively meet our needs.

Pros

Clear interface, plenty of customization, effective at task management

Cons

Load time for viewing tickets can be slower than it should be

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
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Brent Jeffries

Verified Reviewer

These Guys are Awesome

2016-02-04

A few years ago our customer satisfaction survey revealed that traditional Ticketing System was an process with room to improve.

Pros

Ease of use for clients. Reporting and tracking are simple with a very small learning curve.

Cons

N/A, I don't have any complaints or areas I wish were improved.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Doug Noell

Verified Reviewer

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

2017-09-18

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

Pros

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Kendall Stewart

Verified Reviewer

Ticketing done right!

2016-02-04

Almost everything is customizable and is super simple!

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Darryl Zelenski

Verified Reviewer

SherpaDesk has proven to be a solid decision for our District

2017-04-24

Pros

Easy implementation, will all the support features we needed, with an easy to use interface. The solution comes with multiple avenues you can interact with your tickets, and provide updates a crossed any platform with an internet connection.

Cons

They are making some enhancements to their reporting, which will be nice once it's made available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No

Response from SherpaDesk


Thanks for the feedback Darryl! On the next release we will have a new visualization creator and Dashboards! Stay tuned for the next release

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John Gallimore

Verified Reviewer

SherpaDesk has greatly improved our user support

2016-02-04

Configuration was simple and the interface is intuitive.

Pros

ease of use; ability to customize/fit our organization; simple/clean interface; cost; customer service and support; responsiveness; uptime

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Anonymous
IT Technician (Hospitality company, 201-500 employees)
Verified Reviewer

Great Help desk system

2016-02-04

Never had any problems with it, simple and easy and keeps track of all my tickets, has everything I need to do my job.

Pros

Easy to use, keeps track of everything for you, notifications

Cons

none, I can't find any cons with it

Rating breakdown

Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Greg McDonnell

Verified Reviewer

Solid App

2016-06-14

Great app, so far it works well for our organization. It is easy to use and i haven't experienced any issues.

Pros

Easy to use and create tickets

Cons

If using the web version on mobile the ticket system doesn't fit the screen correctly.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
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Leslie Bennett

Verified Reviewer

great for keeping up with chrome depot repairs log

2016-10-24

I use this daily to keep track of tickets on what repairs are needed for our Chrome Depot.

Pros

easy to use, nice user interface.

Cons

nothing, i haven't run across any yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering SherpaDesk

works great for a small operation, not sure how it would work for something bigger. We have around 3500 Chromebooks deployed in the system.

Source: GetApp
Helpful?   Yes   No
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Jessie Williams

Verified Reviewer

Great Service!

2016-02-04

The company holds its self to a high standard that they continuously achieve. The customer interface is easy to use and teach to our employees and easy to use on the technician side.

Pros

The user interface on the technical side is clean and uncluttered.

Cons

It is even easy to use on other platforms

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Anonymous
Technology Specialist (Information Technology and Services company, 51-200 employees)
Verified Reviewer

Decent ticketing system with a lot of functionality

2018-03-16

Pros

Have not had a need to contact support, so I can't answer to the support quality.

Cons

You have to click a lot more places in SherpaDesk in order to get where you're trying to go (as opposed to the simplistic interface of BigWeb Apps).

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
A verified reviewer
Verified Reviewer

Effortless, user friendly and feature rich

2017-09-26

Pros

Our team has caught on quickly and we have migrated a lot of data into this puppy successfully.

Cons

It's not that difficult to incorporate so I have to assume that it is considered a "security feature." If that is true, then allow us to click a checkbox to allow/deny the function.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Ray Williams

A simple work order system that helps keep the organization on track

2018-07-02

Pros

The app is a convenient way to input and keep track of work orders for the multiple buildings under our management.

Cons

There are minimal drawbacks but none of them are insurmountable.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Chris Porosky

Verified Reviewer

A Hidden Gem in a Sea of PSAs

2018-03-01

Pros

Also, it's email parser is 2nd to none, allowing us full control in creating tickets (even on the user's behalf), updating, closing, adding billable time, and more all from email - which is one less interface we need to login to!

Cons

It's only been out for 3 years, still has a few rough edges, but they come out with product updates every two weeks and we doing all the right things to mature while keeping it simple.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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John Dubinsky

Verified Reviewer

Foundation of control for our IT support business.

2017-07-26

Pros

- Full featured with options to enable only what is needed

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more