SherpaDesk Features

SherpaDesk

A support soution to help track time and manage projects

4.76/5 (58 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Approval Process Control
Assignment Management
Attendance Tracking
Audit Trail
Auto-Responders
Automated Quoting
Automated Routing
Automated Scheduling
Batch Processing
Billable & Non-Billable Hours
Billable Items Tracking
Billing & Invoicing
Business Process Control
CRM
Calendar Management
Calendar/Reminder System
Call Center Management
Campaign Analytics
Campaign Management
Capacity Management
Cataloging/Categorization
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Communication Management
Configurable Workflow
Contact Database
Contact Management
Contractor Management
Create Subtasks
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customer Support
Customizable Branding
Customizable Dashboard
Customizable Fields
Customizable Invoices
Customizable Templates
Dashboard
Data Extraction
Data Import/Export
Data Synchronization
Discount Management
Document Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Marketing
Email Response Control
Email Templates
Employee Database
Employee Management
Estimating
Event Triggered Actions
Expense Tracking
File Sharing
Forms Management
Full Text Search
Gantt/Timeline View
Graphical Workflow Editor
HR Management
Help Desk Management
Hourly Billing
IT Asset Management
Idea Management
Interaction Tracking
Internal Chat Integration
Invoice History
Invoice Management
Issue Management
Issue Scheduling
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Distribution
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Leave Tracking
List Management
Live Chat
Marketing Automation
Milestone Tracking
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Currency
Online Invoicing
Online Payments
Online Time Clock
Opportunity Management
Payment Processing
Performance Metrics
Pipeline Management
Pre-built Templates
Pricing Management
Prioritization
Process Change Tracking
Process Modeling & Designing
Product Catalog
Product Configurator
Progress Tracking
Project Management
Project Planning
Project Planning/Scheduling
Project Time Tracking
Project Tracking
Projections
Proposal Generation
Prospecting Tools
Queue Management
Quotes/Estimates
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Tasks
Recurring/Subscription Billing
Relationship Tracking
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Resource Management
Resource Scheduling
Routing
Sales Pipeline Management
Scheduling
Segmentation
Self Service Portal
Service Level Agreement (SLA) Management
Shared Contacts
Social Media Integration
Source Tracking
Status Tracking
Support Ticket Management
Support Ticket Tracking
Supports Agile
Supports Scrum
Surveys & Feedback
Task Board View
Task Editing/Updating
Task Management
Task Progress Tracking
Task Scheduling
Task Tagging
Team Assignments
Templates
Third Party Integrations
Time & Expense Tracking
Time Tracking
Time Tracking by Client
Time Tracking by Project
Timesheet Management
To-Do List
Utilization Reporting
Version Control
Visual Workflow Management
Work Order Management
Workflow Configuration
Workflow Management
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API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Approval Process Control
Assignment Management
Attendance Tracking
Audit Trail
Auto-Responders
Automated Quoting
Automated Routing
Automated Scheduling
Batch Processing
Billable & Non-Billable Hours
Billable Items Tracking
Billing & Invoicing
Business Process Control
CRM
Calendar Management
Calendar/Reminder System
Call Center Management
Campaign Analytics
Campaign Management
Capacity Management
Cataloging/Categorization
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Communication Management
Configurable Workflow
Contact Database
Contact Management
Contractor Management
Create Subtasks
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customer Support
Customizable Branding
Customizable Dashboard
Customizable Fields
Customizable Invoices
Customizable Templates
Dashboard
Data Extraction
Data Import/Export
Data Synchronization
Discount Management
Document Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Marketing
Email Response Control
Email Templates
Employee Database
Employee Management
Estimating
Event Triggered Actions
Expense Tracking
File Sharing
Forms Management
Full Text Search
Gantt/Timeline View
Graphical Workflow Editor
HR Management
Help Desk Management
Hourly Billing
IT Asset Management
Idea Management
Interaction Tracking
Internal Chat Integration
Invoice History
Invoice Management
Issue Management
Issue Scheduling
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Distribution
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Leave Tracking
List Management
Live Chat
Marketing Automation
Milestone Tracking
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Currency
Online Invoicing
Online Payments
Online Time Clock
Opportunity Management
Payment Processing
Performance Metrics
Pipeline Management
Pre-built Templates
Pricing Management
Prioritization
Process Change Tracking
Process Modeling & Designing
Product Catalog
Product Configurator
Progress Tracking
Project Management
Project Planning
Project Planning/Scheduling
Project Time Tracking
Project Tracking
Projections
Proposal Generation
Prospecting Tools
Queue Management
Quotes/Estimates
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Tasks
Recurring/Subscription Billing
Relationship Tracking
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Resource Management
Resource Scheduling
Routing
Sales Pipeline Management
Scheduling
Segmentation
Self Service Portal
Service Level Agreement (SLA) Management
Shared Contacts
Social Media Integration
Source Tracking
Status Tracking
Support Ticket Management
Support Ticket Tracking
Supports Agile
Supports Scrum
Surveys & Feedback
Task Board View
Task Editing/Updating
Task Management
Task Progress Tracking
Task Scheduling
Task Tagging
Team Assignments
Templates
Third Party Integrations
Time & Expense Tracking
Time Tracking
Time Tracking by Client
Time Tracking by Project
Timesheet Management
To-Do List
Utilization Reporting
Version Control
Visual Workflow Management
Work Order Management
Workflow Configuration
Workflow Management
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API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Approval Process Control
Assignment Management
Attendance Tracking
Audit Trail
Auto-Responders
Automated Quoting
Automated Routing
Automated Scheduling
Batch Processing
Billable & Non-Billable Hours
Billable Items Tracking
Billing & Invoicing
Business Process Control
CRM
Calendar Management
Calendar/Reminder System
Call Center Management
Campaign Analytics
Campaign Management
Capacity Management
Cataloging/Categorization
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Communication Management
Configurable Workflow
Contact Database
Contact Management
Contractor Management
Create Subtasks
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customer Support
Customizable Branding
Customizable Dashboard
Customizable Fields
Customizable Invoices
Customizable Templates
Dashboard
Data Extraction
Data Import/Export
Data Synchronization
Discount Management
Document Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Marketing
Email Response Control
Email Templates
Employee Database
Employee Management
Estimating
Event Triggered Actions
Expense Tracking
File Sharing
Forms Management
Full Text Search
Gantt/Timeline View
Graphical Workflow Editor
HR Management
Help Desk Management
Hourly Billing
IT Asset Management
Idea Management
Interaction Tracking
Internal Chat Integration
Invoice History
Invoice Management
Issue Management
Issue Scheduling
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Distribution
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Leave Tracking
List Management
Live Chat
Marketing Automation
Milestone Tracking
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Currency
Online Invoicing
Online Payments
Online Time Clock
Opportunity Management
Payment Processing
Performance Metrics
Pipeline Management
Pre-built Templates
Pricing Management
Prioritization
Process Change Tracking
Process Modeling & Designing
Product Catalog
Product Configurator
Progress Tracking
Project Management
Project Planning
Project Planning/Scheduling
Project Time Tracking
Project Tracking
Projections
Proposal Generation
Prospecting Tools
Queue Management
Quotes/Estimates
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Tasks
Recurring/Subscription Billing
Relationship Tracking
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Resource Management
Resource Scheduling
Routing
Sales Pipeline Management
Scheduling
Segmentation
Self Service Portal
Service Level Agreement (SLA) Management
Shared Contacts
Social Media Integration
Source Tracking
Status Tracking
Support Ticket Management
Support Ticket Tracking
Supports Agile
Supports Scrum
Surveys & Feedback
Task Board View
Task Editing/Updating
Task Management
Task Progress Tracking
Task Scheduling
Task Tagging
Team Assignments
Templates
Third Party Integrations
Time & Expense Tracking
Time Tracking
Time Tracking by Client
Time Tracking by Project
Timesheet Management
To-Do List
Utilization Reporting
Version Control
Visual Workflow Management
Work Order Management
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


11 reviews

Requires iOS 9.3 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


19 reviews

SherpaDesk Feature Reviews

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

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
Read more
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
Read more
Jeremy P.

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
Read more
David Y.

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

A big item for us as a weak point is more granularity and control over what emails go out to clients.

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
Read more
Anonymous
Technical Assistant (Higher Education company, 201-500 employees)
Verified Reviewer

Intuitive and Effective

2016-02-08

It is far easier to keep track of individual tickets and assignments as well as easily denote who is responsible for what.

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
Read more
Micah Y.

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
Read more
Christian P.

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
Read more
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

While the reporting is robust, it is not always intuitive.

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
Read more
Raul S.

Great product

2018-10-12

Pros

All in one with ticketing, time tracking, invoicing and customer notifications

Cons

As many fields can be customized so that I can use it in other laguages then EN the main fields on emails I can't.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Elayna H.

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
Helpful?   Yes   No
Read more
Robert H.

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
Helpful?   Yes   No
Read more
Brent J.

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
Helpful?   Yes   No
Read more
Peter W.

Verified Reviewer

Brilliant ticket management system

2018-11-29

Pros

SherpaDesk offers functionality we just didn't have with our old call management system.

Cons

But this seems to be a problem all ticket management applications suffer.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
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
Read more
Darryl Z.

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

Read more
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
Helpful?   Yes   No
Read more
Kendall S.

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
Helpful?   Yes   No
Read more
Chris P.

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
Read more
Ray W.

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
Read more
Greg M.

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
Read more
Ian N.

There are better CRMs out there

2021-01-13

Pros

The tool allows us to track accounts and outreach relatively well

Cons

We no longer use Sherpa as a CRM tool because of the many problems.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessie W.

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
Helpful?   Yes   No
Read more
Doug N.

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
Read more
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
Helpful?   Yes   No
Read more
Michael G.

The right ticketing system for sma businesses

2019-08-09

Satisfied with the product. Only wish they had phone support.

Pros

The software has some really neat email parsing functions that allow you to open a ticket, put time against it, notes, categorize and close a ticket all in one email.

Cons

The software feels a bit clunky. Coming from other ticketing systems it's not the prettiest, but it gets the job done.

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: Capterra
Helpful?   Yes   No
Read more