SolarWinds Service Desk vs BOSSDesk Comparison

Our agency likes the flexibility within the platform. We use it to collaborate with our internal users as well as some of our external vendors. The platform allows our employees to keep all service tickets in one solution.

At this time we do not have any issues with the platform.

The customization and support has really improved since the previous version. The service desk makes ticket creation a breeze and saves huge amounts of time

Nothing there isnt anything i can think of that hasnt been addressed

Excellent tool for managing help desk tickets and assets.

Navigation around the product can be slow.

Boss has help desk, Inventory Management, Asset management functionalities... all rolled into one platform! Best value for organizations looking to streamline their operations

Integration and work flow set up during the initial stages can be complicated. customization can also be tricky though they have an efficient support team.

One of the feature I like is the ability to create rules so that tickets can directly to a specific teck person. For example if someone is doing just Cisco, all VPN request will go directly to that person.

User friendly part need to be addressed because most of the features are not easy to manage, someone need to be an IT person in order to create a template and some of the features are not easy to locate on the portal.

Very flexible. Easy to use interface. Scalable. BOSS worked with us to customize it for our needs.

We had to create a few reports on our own, but that will be true with any system.

It is an easy way to implement ITIL principles. The agency is open to making adjustments to the product based on feedback from customers.

I don't always know what the status of adjustments from feedback may be and when something may be implemented.

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

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.

Customer Service and Flexibility

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Ticketing System, Hardware Tracking, department Interaction

At the moment can think of any cons or setbacks.

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

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

Helpdesk ticketing, inventory, reporting

SQL process does get pretty intensive and can tend to eat up a lot of resources.

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Thank you Jordan for your review and wonderful feedback of the BOSS Asset Management product. Your feedback assists us in the ongoing improvement of the product for all.

Quickly write a ticket and assign it. Distributes with ease on 3 platforms. Support is very responsive and they've always helped me. Looking forward to the new web version. I hope to set it up with an ITIL theme. Very reasonably priced. Lots of webinars.

Someone in my organization designed the hierarchy before I got here and I would have done it differently. Will correct it when mapping to the new version. Had to learn SQL to get the kind of reports that I wanted.

I enjoy the user interface and find it very easy to use on both the agent view and requester view. In my job I'm not only responding and dealing with tickets but putting in tickets for other issues and experience little to no issues! Very easy to see where I need to do.

There's only one thing I truly have to complain about and it's the weird refresh error I get. If I have bossdesk open for maybe an hour or so with no activity the moment I go to use it it'll freeze, refresh, and then give me an error screen. Then I just follow my bookmarked link and it all works again. I've become pretty used to it so it hasn't been too much of a pain if I'm honest!

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.

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 :-)

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Thank you Rick for your positive review and feedback of the BOSS Support Central product. We are glad that the product continues to bring such great benefit to Forsyth County and your feedback helps us to continue to improve the product for all of our customers.

BOSS Support Central has all the features you could want to manage your devices and service requests. Adding users, rolls, or importing devices was super simple with LDAP or csv upload

The reporting needs to be fleshed out along with the software maintenance features.

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Thank you Kathy for your positive review and wonderful feedback of the BOSS Asset Management product. Your feedback helps us to continually improve the product for all of our customers.

The ease of use for technicians. Very flexible in creating workflow like processes. Additional functionality continues to be added. The integration with service requests with standard tickets and the ability to define your own forms.

reporting is still very basic and limiting and needs some serious work. 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. Integration with AD is nice, but needs to be expanded to use more of the attributes vs. having to manually enter when the data is already available to pull.

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.

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

There are few features that I like, taking the possibility where I can customize most of the input in Service Catalogue by adding or removing and also the assets management tool which is very helpful for pulling reports.

Not keeping customer update up coming features.

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.

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.

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Thank you Rick for positive review, feedback and ongoing support of the BOSS suite of products. We appreciate your feedback which helps us to continue to improve the products for all of our customers.

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Thank you Rick for positive review, feedback and ongoing support of the BOSS suite of products. We appreciate your feedback which helps us to continue to improve the products for all of our customers.