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BOSSDesk a FrontRunner in Help Desk Software

(5)

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BOSSDesk Features

Features Summary

Functionality

4.5

/5

119

Total features

103

10 categories

BOSSDesk features

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Approval Process Control

Common features of Service Desk software

API
Activity Dashboard
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Analytics
Asset Lifecycle Management
Benchmarking

Price starts from

19

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.5

/5

119

Price starts from

19

/user

Per month

Total Features

103

Unique features

  • Compliance Management

  • Data Visualization

  • Asset Lifecycle Management

  • Task Progress Tracking

Functionality

4.4

/5

3.9K

Price starts from

55

/user

Per month

Total Features

182

Features in Common

73

Unique features

  • File Sharing

  • Call Reporting

  • Decision Support

  • Multi-Channel Management

Functionality

4.5

/5

2.1K

Price starts from

14

/user

Per month

Total Features

158

Features in Common

63

Unique features

  • For Insurance Industry

  • Call Scripting

  • Email Alerts

  • Online Forums

Common BOSSDesk comparisons

Reviewers who mentioned features said:

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John G.

Electrical/Electronic Manufacturing, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great Customer Service

Reviewed 6 years ago

Overall I have been very satisfied with BOSS and would recommend it to other small to mid sized companies.

Pros

BOSS has great customer service. Every time I have had an issue they resolve it quickly. Our account engineer also stays on top of informing us of updates and helps us implement them in very helpful and prompt ways.

Cons

Their latest product has a few issues to still work through. AD integrated login wasn't included in the first several releases and that prevented us from updating. Although AD integrated login is now a part of the product, the lack of that feature made it feel like they pushed this version before it was really ready.

KW
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Kurt W.

Government Administration, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Best Help Desk software we've ever used

Reviewed 4 years ago

Overall experience has been very good. We've been able to customize and implement custom ticketing queues in several different areas of our organization, including Fleet Services, Building Maintenance, and Communications with more to come. A very positive experience.

Pros

The installation experience was easy, set up was intuitive, and they continue to make improvements with every iteration.

Cons

Reporting is a bit more limited than I'd like, but their support has been fantastic in assisting with generating custom one-off reports to fit our needs.

GK
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Ganesh K.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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BOSSDesk ITSM Solution

Reviewed 3 years ago

Overall, BOSSDesk is good tool to manage tickets and multiple customers. SLA customisation is really handy.

Pros

Ease of use and configuration. It is easy to manage tickets, users and agents in the solution.

Cons

Support provided by the vendor is not up to the mark and requires improvement. Moreover certain features are missing/needs improvement. Reporting needs to be improved a lot as the reports are broken

AM
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Adam M.

Medical Devices, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great Solution for your business!

Reviewed 5 years ago
Pros

Was extremely easy to implement and set up. Training and the migration process was simple and took no time to adapt. Boss support responds very fast and handles your problem(s) professionally and quickly. From an administrative standpoint, ticket tracking and handling cannot get any easier.

Cons

Would like the ability for the end user to have the option to close out the ticket themselves once the problem is solved/fixed.

NJ
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Nathaniel J.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Support Needs

Reviewed 4 years ago
Pros

This application is very intuitive and very customizable.

Cons

The Role options, but those are currently being worked on to increase the flexibility in that feature.

KH
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Kyle H.

Construction, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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HOC IT review

Reviewed 7 months ago

It has been great. We have really tuned it well and it works great for our current environment. We use more and more features everyday as we get things setup and settled.

Pros

It's ticket management system. It has worked wonders for us. Both with helping us internally and externally with other vendors

Cons

Its not always the best when reporting a PCs activity. Sometimes it won't catch that a computer is online and display current info

AT
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Anthony T.

Construction, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Customizable to Fit Your Needs

Reviewed 7 months ago
Pros

The BOSS Support team has always listened to our feedback and implemented changes that we suggest, or found an existing feature that met our needs.

Cons

The settings screen is a bit busy and it can be difficult to find certain configuration items.

TA
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Travis A.

Government Administration, 1,001-5,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Help desk support

Reviewed 6 months ago
Pros

Easy to use ticket management system for Help Desk.

Cons

Some of the ticket features like adding time are not in the close function.

YD
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Yadira D.

Banking, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great ticketimg system and easy freindly!!

Reviewed 5 years ago

We are upgrading our system to v4.0 web based an is awesome, I like it because is more easy friendly and better to manage. I had less trouble implementing some settings and creating the service catalogs. I think that this is great ticketing system. I never have issues with support, they always help me, especially [SENSITIVE CONTENT HIDDEN], he is very knowledgeable and vey kind. Kudos for [SENSITIVE CONTENT HIDDEN]!

Pros

That now they have the web based version, which we are in the process of upgrading. Also, the service catalogs, routing rules, reports, and the way to mage all the settings, is way easier than before.

Cons

I didn't like the reporting system. I had to contact support, if I wouldn't be able to create my SQL queries.

DK
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Debbi K.

Government Administration, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Latest Version Soars!

Reviewed 3 years ago

BOSS is essential to helping our department work with customers and keep track of inventory and issues. With the latest update, a necessary but not efficient experience has become very speedy and we can flip through tickets and searches with ease

Pros

Helpdesk ticket management allows us to assign and track individual and project tickets with ease Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes The latest version speeds the whole thing up so much more

Cons

Older version was slow and flipping between pages took a long time

MO
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Maria O.

Construction, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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BOSSDesk Review

Reviewed 3 years ago

We have had nothing but a very good experience with BOSSDesk. Easy to navigate, easy to manage, and if need help from BOSS they have a very fast responsive team who are very friendly and knowledgeable.

Pros

BOSSDESK is easy to utilize not just for administrators for our end users as well. It also provides reports to identify areas of improvement throughout our company.

Cons

Providing more reports automatically after we set them up would be a time saver but depends on the product your company has. We are in the process of updating.

JM
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Jessie M.

Government Administration, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Boss Desk

Reviewed 2 years ago

From the time we started till now the company has been great to work with. I have even had the [SENSITIVE CONTENT] of the company reach out to me and ask how they were doing. They are very open to hearing from the customer and treat you like family.

Pros

Bossdesk has helped us keep better track of our ticket system and other items. They are always evolving and are open to end user input.

Cons

The only thing I can say that I don't like is that it is not free. But really the product is great.

RY
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Rick Y.

Government Administration, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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BOSS Solutions has been our partner for 10 years

Reviewed 7 years ago

We have been partnering with BOSS Solutions since 2007 when they introduced DiagWin. It's been one of the most successful decisions we've made. Our positive experiences have encouraged us to extend this application into other county departments, and we've never regretted that decision. BOSS Solutions has offered their knowledge and experience to discuss options and to guide us on how to use their applications most effectively.

Pros

Superior customer service along with a solid, well-supported application

Cons

They need to improve their communication of new features and functions.

JP
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John P.

Government Administration, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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BOSSDesk fills our needs

Reviewed 7 months ago
Pros

Love the ticket structure. Tracking and archiving.

Cons

Tracking of assets could be improved upon.

AB
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Ahsan B.

Government Administration, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Best ITSM Platform for the pricing

Reviewed 2 years ago
Pros

Ease of use, reporting, tickets routing, and escalation

Cons

None of the features are irrelevant to me

JP
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Joshua P.

Government Administration, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

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Beta Ticketing System

Reviewed 3 years ago

Support is sub par. I've worked with one of their high tier support agents to fix an issue with site agent. They ended up suggesting we upgrade the site agent to 2.0. I asked specifically if we need to back up any configurations before we do that and was told no that it should carry over. After the upgrade, none of the syncing configurations carried over. The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase. I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI." I told them I have an n/a option as a CI item and want my techs to have to fill that in. This went no where.

Pros

The asset management portion is the best part of this ticketing system. The integration with AD and use of the Remote Agent make it easy to maintain inventory. The UI is better than some of the other ticketing systems I've used.

Cons

This ticketing system seems like it's still beta software. Many features available in other standard ticketing systems are not available in this. Only recently have they added time sheets, routing rules, and triggers. The reporting is poor as well with little options for custom reports.

Vendor response

Customer satisfaction is our priority and ensuring every customer is happy with our solution is of utmost importance to us. We thank the reviewer for posting his comments and have since discussed the issues in detail with the customer and come up with an action plan to resolve the issues raised. We should note that the features mentioned by the reviewer who is relatively a new user have been available...

GK
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Gary K.

Government Administration, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Awesome product and support team for automating and streamlining your service desk.

Reviewed 4 years ago

We migrated from a legacy on-prem solution to a BoSS on-prem solution which we easily migrated to the BoSS SaaS solution. All of our information was easily migrated forward as we needed to make organizational changes. The BoSS solution suite is capable, flexible, adaptable, and easy to use, which has resulted in significant process improvements for our organization.

Pros

The integration and automation of service requests, and the ability to create a service request from multiple avenues. Being a SaaS solution enables access to tickets and inventory from any location and from any device. We are able to update our field techs with ticket assignments or ticket updates while they are in the field, and the techs are able to update the service ticket from the field with the latest information. This makes reporting close to real-time.

Cons

There's nothing that I can point to that I would regards as liking least about the solution, other than the solution won't actually perform the physical work itself :-)

dg
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david g.

Utilities, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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BOSSDesk pro and cons

Reviewed 7 months ago

Overall, a good product and I will recommend to others to try the free trial and see what you think.

Pros

The ease of use and tracking capabilities of assets

Cons

We had some issues with most of the updates that caused hiccups

GK
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Gary K.

Government Administration, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Alachua County BoCC Views

Reviewed 7 months ago

Great software for the price. We are paying the same amount we did several years ago.

Pros

This is a good application for help desk support, & IT asset tracking.

Cons

After a couple of upgrades, I am no longer able to assign "Primary User" to a computer. Also, when entering assets, I can only enter one, then back out to main CMDB to enter another. I used to be able to enter in a device & then click 'save & add another'. This function has been lost.

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William ".

Utilities, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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BOSS Support Central - A Remote Support Must Have!

Reviewed 4 years ago

We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime that we have identified an issue, [SENSITIVE CONTENT HIDDEN] has been available to troubleshoot and report bugs to have it fixed in their next software release. They appreciate feedback and work to keep their product up to date.

Pros

The ability to login to Support Central from anywhere at anytime and process tickets is something that we cannot live without in the new COVID19 world. We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it. The Dashboard area allows for the creation of widgets to monitor ticket assignments, counts and more on the fly. We utilize routing, templates and automatic responses to make sure support issues are addressed as quick as possible.

Cons

We are very pleased with the product. The only recommendation that I have is for them to invest in a training and tutorial area for technicians to easily reference to learn of new features or to learn about how to get the most out of the product.

BS
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Ben S.

Education Management, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Always can find new ways to leverage BossDesk to do more.

Reviewed 5 years ago

BossDesk is providing us with a solid ticketing system. The additional features like being able to turn emails into tickets makes this product very useful.

Pros

The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful. There are a lot of features associated with BossDesk that allow you to feed into the application with email or Google, and this has proven to be a game changer for us. We can create a "comment" in a Google doc and use the Boss postbox feature to create a ticket off of this comment. We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.

Cons

BossDesk has a dashboard with widgets that display ticket counts and allows you to open a view of those tickets - I wish it could use "custom" fields from the service requests to create dashboard items. Also, management would like to see more reporting features. All in all, still not too much downside to BossDesk.

CR
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Chris R.

Education Management, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great Product!

Reviewed 2 months ago
Pros

BOSSDesk is very user friendly. From an administrative aspect it is very easy to user and configure for multiple differing roles and functions within an organization.

Cons

Initially reporting was not as robust but they have steadily worked to improve this within the product and are offering other alternatives for reporting and dashboard creation.

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Ryan M.

Construction, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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No programming knowledge No problem

Reviewed 4 years ago

My overall experience has been really good. I've always gotten the support I need when I've needed it in a very timely fashion.

Pros

Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.

Cons

With the ease of use comes some restrictions. You're limited to just the options they give you. Since it's web based they can't really customize anything directly for you because it will impact all of their customers. I think reporting and some notification options could be improved as well.

BF
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Brad F.

Government Administration, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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BOSS Desk is an essential daily tool

Reviewed 7 months ago
Pros

As a help desk tool, BOSS is essential for my daily workflow. Without BOSS to capture and organize incoming help desk requests, my job would be more challenging. BOSS also makes it easy to search and recall previous tickets for a great knowledge base resource.

Cons

As an inventory tracking tool, BOSS falls short. However, if BOSS captures assets, the information it gathers is definitely helpful.

RM
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Russ M.

Government Administration, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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BOSS is on point

Reviewed 6 years ago

Working with BOSS is great. The product is solid and support is fantastic. I appreciate how responsive they are to customer suggestions and that they engage with us personally to make sure we understand new features and functionality as it is added.

Pros

The software does exactly what we need. Great ticketing system, combined with very good inventory control tools. Very robust reporting. My favorite aspect of working with BOSS is the fact that they remain flexible in adding features and functionality based in customer feedback and do so relatively quickly.

Cons

Have no concerns - it meets our needs perfectly.