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SolarWinds Service Desk vs BOSSDesk Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

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

No videos yet

Pricing

Starting from

19

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

4.6

570

5

4

3

2

1

361

189

18

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.6

110

5

4

3

2

1

70

38

2

0

0

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

Pros

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

Pros

BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
There also has been lots of testing. Also some of the updates have broken our work flows.

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 review2 months ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features95
  • 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
  • Autoresponders
  • Availability Management
  • Barcode/Ticket Scanning
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Categorization/Grouping
  • Change Management
  • Change Planning
  • Change Tracking
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer Segmentation
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Inventory
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Data
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Notifications
  • Real-Time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requisition Management
  • Risk Assessment
  • Risk Reporting
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled/Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • 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
  • Autoresponders
  • Availability Management
  • Barcode/Ticket Scanning
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Categorization/Grouping
  • Change Management
  • Change Planning
  • Change Tracking
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer Segmentation
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Inventory
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Data
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Notifications
  • Real-Time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requisition Management
  • Risk Assessment
  • Risk Reporting
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled/Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Third-Party Integrations
  • User Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations42
  • 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

TA
AvatarImg

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

Share this review:

BOSSDesk logo

BOSSDesk

Help desk support

Reviewed 3 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.

GK
AvatarImg

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

Share this review:

BOSSDesk logo

BOSSDesk

Alachua County BoCC Views

Reviewed 5 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.

BF
AvatarImg

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

Share this review:

BOSSDesk logo

BOSSDesk

BOSS Desk is an essential daily tool

Reviewed 5 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.

ns
AvatarImg

nicholas s.

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 recommend10/10

Share this review:

BOSSDesk logo

BOSSDesk

I love BOSS Desk!

Reviewed 5 months ago

Overall I am very happy, and think it's a great way to manage a help desk ticketing system.

Pros

Fast, easy and intuitive! I really enjoy using this product for managing my tickets.

Cons

The knowledge base functions aren't as robust as I would like, but still very functional.

AR
AvatarImg

Verified reviewer

Used weekly for less than 6 months

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

Best Value Asset management application

Reviewed 6 years ago

Cost friendly and efficient application for helpdesk and asset management

Pros

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

Cons

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.

JA
AvatarImg

Junior A.

Government Administration, 501-1,000 employees

Used weekly for 6-12 months

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

I like the features and the functionality that are provided.

Reviewed 7 years ago

It is very easy for staff members to send IT help desk request and they can keep track on the progress of their request.

Pros

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.

Cons

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.

JB
AvatarImg

Jeff B.

Government Administration, 1,001-5,000 employees

Used daily for 6-12 months

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

BOSS Support Central

Reviewed 7 years ago

We began evaluating service desk solutions early in 2015. We reviewed options that were both on-premise and cloud-based, systems designed for large organizations and small ones, web-based vs. Windows, different levels of automation and reporting, and much more. In the end, BOSS Solutions was the clear winner for us. As we progressed with our testing, their development team worked very closely with our staff to further customize the product for us and our unique needs. Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price. We have been using Support Central for almost 1 year and are very pleased. I can highly recommend them as a top-notch service desk solution provider.

Pros

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

Cons

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

BA
AvatarImg

Beth A.

Government Administration, 1,001-5,000 employees

Used daily for 6-12 months

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

Boss Desk is the Boss for our shop

Reviewed 5 years ago

Boss Desk forces us to revisit our processes and policies to ensure they follow ITIL and make us do a better job of process flows and efficiency identification.

Pros

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

Cons

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

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.

TS
AvatarImg

Tamara S.

Information Services, 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

Share this review:

BOSSDesk logo

BOSSDesk

Excellent product, Customer Support and adaptability!

Reviewed 7 years ago

Customer service and technical support are top notch. We love the flexibility to interface with Active Directory and MS Access. We use the reports to manage all of our helpdesk functions. BOSS reports provide management valuable information on trends and technical support resource utilization.

Pros

Customer Service and Flexibility

Cons

No cons were added to this review

LC
AvatarImg

Long C.

Construction, 1-10 employees

Used daily for 2+ years

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

Great Product

Reviewed 5 years ago

Great reliable service

Pros

Ticketing System, Hardware Tracking, department Interaction

Cons

At the moment can think of any cons or setbacks.

RY
AvatarImg

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

Share this review:

BOSSDesk logo

BOSSDesk

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.

SA
AvatarImg

Scott A.

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

Share this review:

BOSSDesk logo

BOSSDesk

Great ticketing and asset management solution

Reviewed 7 years ago

BOSS allows us to keep accurate inventory of our technology infrastructure. The ticketing/help desk functionality and reporting allows us to ensure that our end users issues are addressed appropriately and in a timely manner. You would be hard pressed to find a solution that offers everything that BOSS does at a price point that fits the budget.

Pros

Helpdesk ticketing, inventory, reporting

Cons

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

KF
AvatarImg

Kim F.

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 recommend9/10

Share this review:

BOSSDesk logo

BOSSDesk

My most useful tools providing service to my customers. Support Central, Web and Mobile Helpdesk.

Reviewed 7 years ago

Implements our service response and keeps history.

Pros

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.

Cons

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.

JD
AvatarImg

Jordan D.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

BOSSDesk logo

BOSSDesk

Amazing product

Reviewed 9 years ago

Compared a few different products and for generous amount of everything that is offered in this product at such a great cost we couldn't go wrong. Yes some of the other products were a little cheaper but they didn't include the whole package. With this solution we got everything we needed including service desk, asset management, inventory, computer management, mobile apps and more. The staff at BOSS were always friendly and were great at helping us set up the product and training my staff on using it. I've used many other products but can say that this one is the best I have ever used and will be using this for a longtime to come

Pros

No pros were added to this review

Cons

No cons were added to this review

Vendor response

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.

GK
AvatarImg

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

Share this review:

BOSSDesk logo

BOSSDesk

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 :-)

RY
AvatarImg

Rick Y.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

BOSSDesk logo

BOSSDesk

It's the backbone for many of our service departments

Reviewed 9 years ago

BOSS Solutions Support Central has proven to be a flexible and reliable asset for many of our service departments throughout Forsyth County. It's the primary means for all county employees to request assistance with computer and communications related issues. Our GIS department uses Support Central for every service request it receives and it's employees use the timesheet feature to track their time...

Pros

No pros were added to this review

Cons

No cons were added to this review

Vendor response

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.

IV
AvatarImg

Ian V.

Government Administration, 1,001-5,000 employees

Used weekly for 6-12 months

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

Easy to get started

Reviewed 5 years ago
Pros

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

Cons

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

KM
AvatarImg

Kathy M.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

BOSSDesk logo

BOSSDesk

I am enjoying using the software. "Wonderful Product"!!!

Reviewed 8 years ago

Pros: The software works very well for our tickets, assets, inventory and warehouse management system. Cons: None from BOSS Customer Service: EXCELLENT!!! (A++)

Pros

No pros were added to this review

Cons

No cons were added to this review

Vendor response

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.

JS
AvatarImg

Joseph S.

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

Share this review:

BOSSDesk logo

BOSSDesk

Great Ticketing System

Reviewed a year ago

We have been using BOSS for over 10 years and love the consist improvements the BOSS team is always making. They provide great customer service!

Pros

Love the ease of use and easy to understand interface.

Cons

There is nothing we are not happy with, if we are unhappy with anything the BOSS teams helps us fix the issue or helps us with custom work.

JP
AvatarImg

John P.

Hospital & Health Care, 501-1,000 employees

Used daily for less than 6 months

Review source

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

Share this review:

BOSSDesk logo

BOSSDesk

BOSSDesk continues to amaze

Reviewed 7 years ago

The BOSSDesk offering has been great. My staff made the change quickly and easily to the solution. BOSS Solutions has been excellent to work with regarding issues we ran across as well as listened regarding feature requests or other questions we had. I am very excited about where this product will go as it matures.

Pros

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.

Cons

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.

AvatarImg
AvatarImg

Katherine V.

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 recommend7/10

Share this review:

BOSSDesk logo

BOSSDesk

BossDesk is a good software for companies needing to manage their tickets

Reviewed a year ago
Pros

Really enjoy the ease of use and creation of service items and workflow routing. You can build workflows from a lot of different ticket attributes which allows for lots of customization in specific ticket routing.

Cons

During our business processes moving more towards ITIL guidelines, there wasn't a lot of ways for us to move our processes into more ITIL frameworks.

YD
AvatarImg

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

Share this review:

BOSSDesk logo

BOSSDesk

Great ticketimg system and easy freindly!!

Reviewed 4 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.

JA
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Junior A.

Government Relations, 501-1,000 employees

Used daily for 2+ years

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

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BOSSDesk

Products Capabilities

Reviewed 5 years ago

Make it easy for users to report their issues and no excuses from Helpdesk Support team because ticket can update anytime, anywhere .

Pros

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.

Cons

Not keeping customer update up coming features.

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John G.

Electrical/Electronic Manufacturing, 201-500 employees

Used daily for 2+ years

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

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Great Customer Service

Reviewed 5 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.