BOSSDesk

4.7 (126)
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BOSSDesk a FrontRunner in Help Desk Software

Overall rating

4.7 /5
(126)
Value for Money
4.7/5
Features
4.4/5
Ease of Use
4.5/5
Customer Support
4.8/5

98%
recommended this app
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126 Reviews

Ryan
Ryan
Overall rating
  • Industry: Construction
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

No programming knowledge No problem

Reviewed on 2020/06/17

My overall experience has been really good. I've always gotten the support I need when I've needed...

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.

Alternatives Considered

ServiceNow

Reasons for Choosing BOSSDesk

Was going to expire, was an onsite appliance to manage, very hard to configure and maintain.

Reasons for Switching to BOSSDesk

Cost and ease of deployment.
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A Great Product

Reviewed on 2024/05/10

Pros

The Ease of use and the responsiveness of the support team.

Cons

I really don't have anything bad to say about the software.

Will
Overall rating
  • Industry: Government Relations
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

BOSSDESK II

Reviewed on 2024/05/09

Pros

A lot of the features have change from the older version. Makes it more user friendly.

Cons

Creating a ticket for the customer to use and to help with there IT needs, still seem a little difficult.

Syed
Overall rating
  • Industry: Public Safety
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

BOSS Review

Reviewed on 2024/11/19

Pros

Easy to use features. Easy to create tickets and select options needed.

Cons

There is scope to improve report section. Should have option to quickly add your customized reports.

Gary
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2020/06/26

We migrated from a legacy on-prem solution to a BoSS on-prem solution which we easily migrated to...

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 :-)

Joedy
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

BossDesk

Reviewed on 2022/11/15

We use BossDesk for our helpdesk solution as well as Asset Management as well as Self help point...

We use BossDesk for our helpdesk solution as well as Asset Management as well as Self help point for our customers. The support staff is exceptional and makes setup and troubleshooting super easy.

Pros

The ease of use is extraordinary. Asset management is definitely a breeze once everything is setup. Ticket management and history of issues is easy to track based on both the customer involved and the asset. So problem management can be tracked down to the customer or device.

Cons

There really is not anything I can think of I would point out as being a negative

Garrison
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great software!

Reviewed on 2024/05/10

Wonderful! Great product, amazing staff. We have had nothing but good experiences.

Wonderful! Great product, amazing staff. We have had nothing but good experiences.

Pros

The speed and fluidity. That was a big thing for us moving from our last system - it was slow and clunky when trying to manage the smallest bits of information. BossDesk performance has never dropped or slowed throughout our integration process.

Cons

Not much, but sometimes, it does feel a little lightweight. However, every week, more and more features are being added, so I do not think that that will be an issue three years from now.

Jess
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

BOSSDesk Review

Reviewed on 2024/05/09

Pros

I like the customization options and flexibility the product gives. There are almost infinite ways to set it up and utilize the features. I like that customer comments go into the design and the workflows which enable customers to automate a lot of functions.

Cons

Easily accessible video tutorials or webinars would be helpful for beginner admins for setting up catalogs and workflows.

Andrew
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great product for the price

Reviewed on 2024/11/19

Overall experience with the product and support team has been great.

Overall experience with the product and support team has been great.

Pros

Easy and very customizable ticketing management options.

Cons

It doesn't have direct integrations with a lot of windows management tools like ninja RMM.

Chris
Overall rating
  • Industry: Education Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great Product!

Reviewed on 2024/05/10

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.

Jordan
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

BossDesk Ticketing system

Reviewed on 2023/11/29

Pros

I like it's simple to use interface, it does not have clunky features that are difficult to use and makes the use easy for those putting in tickets.

Cons

Some features are missing, but not much of a con because they open a ticket with development to create it.

Travis
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Help desk support

Reviewed on 2024/01/19

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.

Michael
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great software and outstanding customer support

Reviewed on 2023/03/03

The support team made our initial implementation a breeze. They're amazingly fast to get back to us...

The support team made our initial implementation a breeze. They're amazingly fast to get back to us if we encounter any issues. They're very professional and they always help us figure out solutions to anything we may throw at them.

Pros

It's very easy to use and we can customize it to meed our daily needs

Cons

Documentation could be a little better but they're working on it. They've also been releasing some helpful videos.

Randy
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

BOSSDesk is an intuitive and reliable Help Desk Ticketing tool.

Reviewed on 2021/11/17

Pros

Some of the most impactful features are the Incident Management tools and Email Settings.

Cons

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our users.

John
John
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great Customer Service

Reviewed on 2018/12/31

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

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.

Aaron
Overall rating
  • Industry: Government Administration
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

BOSSDesk

Reviewed on 2022/11/15

BOSS is a fantastic company that cares about their customers. The are fast to respond and...

BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests. One of the easiest relationships we have with a vendor.

Pros

The Company behind it. We have had this product for over 15 years. Any time we have a product need or suggestion we only have to reach out and they listen to our requests. Within a short period of time we find our request available in the product

Cons

None so far, I have nothing to report in this field, but it is mandatory :/

Kurt
Overall rating
  • Industry: Government Administration
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best Help Desk software we've ever used

Reviewed on 2020/06/17

Overall experience has been very good. We've been able to customize and implement custom ticketing...

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.

Yadira
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great ticketimg system and easy freindly!!

Reviewed on 2020/01/08

We are upgrading our system to v4.0 web based an is awesome, I like it because is more easy...

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.

Adam
Overall rating
  • Industry: Medical Devices
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great Solution for your business!

Reviewed on 2019/12/17

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.

Alternatives Considered

ManageEngine Mobile Device Manager Plus
Andrea
Overall rating
  • Industry: Utilities
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent Software

Reviewed on 2021/03/31

Pros

I like how easy this software is to use. Not only for the administrators, but the end users as well.

Cons

I am currently satisfied with how the software is working, it has met our needs allowing the IT department to provide services to the other departments.

Junior
Overall rating
  • Industry: Government Relations
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Products Capabilities

Reviewed on 2019/05/16

Make it easy for users to report their issues and no excuses from Helpdesk Support team because...

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.

Phil
Overall rating
  • Industry: Government Administration
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Decent Ticketing and Asset management system

Reviewed on 2020/06/17

Pros

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

I wish that it's speed was a little better, that might be partially due to the VM that it's on and I plan on bumping it up when I have resources available.

Ahsan
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best ITSM Platform for the pricing

Reviewed on 2022/11/15

Pros

Ease of use, reporting, tickets routing, and escalation

Cons

None of the features are irrelevant to me

Jeff
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

BOSS Support Central

Reviewed on 2017/03/14

We began evaluating service desk solutions early in 2015. We reviewed options that were both...

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.

Kathy
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great!!!

Reviewed on 2018/03/08

Inventory Management

Inventory Management

Pros

The software is customer and user friendly and love the fact that custom fields can be added.
I would recommend BOSS software to any business or local government that need to gain control of managing tickets and managing their inventory.

Cons

Routing rules for groups and teams take time to learn. The need to fully understand BOSS and how to utilize the software for reports etc. need to be more hands on.