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ManageEngine ServiceDesk Plus vs BOSSDesk Comparison

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Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

Category Leaders

BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise....

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

16

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

19

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

207

5

4

3

2

1

116

67

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.6

119

5

4

3

2

1

77

40

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Pros

The portability and mobility of the platform are outstanding. The tools are integrated seamlessly.
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
BOSS Solutions has proven an extremely stable and feature rich product. Having used both Kaseya and Labtech as comparisons I have been quite pleased with BOSS.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

Cons

The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features79
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • CMDB
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Change Management
  • Change Planning
  • Change Tracking
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Device Auto Discovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Real-Time Chat
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Third-Party Integrations
  • User Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features103
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • CMDB
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Change Management
  • Change Planning
  • Change Tracking
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Device Auto Discovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Real-Time Chat
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Third-Party Integrations
  • User Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations1
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

GR
AvatarImg

Gus R.

Hospitality, 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

Share this review:

BOSSDesk logo

BOSSDesk

BOSS has been a great addition to our Help-Desk team, we love this application.

Reviewed 7 years ago

Keeping track and record of all my help-desk tickets, it helps the team go back and search the database for resolved issues, the team works fater and better organized.

Pros

The application is super easy to use, easy to customize and they are always available to assist with any issues.

Cons

The reporting needs improvement, it can be a little confusing creating your reports, a better mobile app would be a plus and also workflow approval process.

AT
AvatarImg

Allan T.

Automotive, 51-200 employees

Used daily for 1-2 years

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

Good Product!

Reviewed 6 years ago
Pros

User interface is very friendly and easy to navigate. Able to use single sign-on which is a plus.

Cons

Unable to use logic for their forms which I would like to see further down the road

MF
AvatarImg

Mario F.

Supermarkets, 10,001+ employees

Used daily for 2+ years

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

BOSS Solutions Review

Reviewed 7 years ago

The BOSS Support Central Solution is great for supporting our 225 plus grocery stores, 2 distribution centers, 3 corporate offices, and multiple satellite offices. We work in an ever changing world so having the great customer support from BOSS make it easier for my team to support our customers.

Pros

Simple integration and get data/reports from.

Cons

Would like to get more date from the notes in reports, meaning the ability to pull time from an individual agent in multiple tickets though out a day/week.