SherpaDesk

A support soution to help track time and manage projects

4,8 /5 (56 reviews) Write a Review!

SherpaDesk Overview

What is SherpaDesk?

SherpaDesk focuses on what matters most to professional services - Time. The complete solution to manage customers, capture billable time and monitor projects' profitability.

SherpaDesk is a cloud-hosted professional service automation (PSA) solution that integrates key elements into one solution.

Organizations are able to track customer service issues, log time for billing, and manage their project's profitability. SherpaDesk's mobile application is the perfect solution for organizations who have techs in the field to log all of their time and expenses to a customer.

Companies that bill customers for services based on multiple rate plans have no alternative but to use separate, non-integrated solutions to fully manage their organization (i.e spreadsheets). Often, due to poor systems, billable time falls through the cracks. This means lost revenue. SherpaDesk allows organizations to capture all billable time and expenses and easily assign these to customer projects, allowing the organization instant access to viewing a project's profitability.

SherpaDesk Overview

Pricing

Starting from
US$39,00/month

Pricing options

Free Trial
Free
Subscription
Value for money

SherpaDesk offers the first tech free for life. With the first license the tech will have unlimited access to the application. As more technicians are added then it will be $39/tech per month. Additional charge of $2/month if remote assistance is turned ON.


SherpaDesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom
Supported Languages
English

Media

SherpaDesk Invoice
SherpaDesk homepage
Time Tracking with SherpaDesk
SherpaDesk ticket worklist
SherpaDesk projects
SherpaDesk for mobile
SherpaDesk video SherpaDesk screenshot: SherpaDesk Invoice SherpaDesk screenshot: SherpaDesk homepage SherpaDesk screenshot: Time Tracking with SherpaDesk SherpaDesk screenshot: SherpaDesk ticket worklist SherpaDesk screenshot: SherpaDesk projects SherpaDesk screenshot: SherpaDesk for mobile

SherpaDesk Reviews

SherpaDesk Reviews

Overall rating
4,8
/
5
Excellent
45

Very good
11

Average
0

Poor
0

Terrible
0

Value for Money
4,9
Features
4,7
Ease of Use
4,7
Customer Support
4,8
100% recommended this app
Doug N.

SherpaDesk is the most economical and effective ticketing solution that we've ever used.

We transitioned from the BigWeb Apps, so it took a little time to learn how to effectively use SherpaDesk.


Verified Reviewer

Finally a decent ticketing system

Overall I really like the software. I've used a number of ticket tools and Sherpadesk doesn't cause me pain to use. Yeah, it's a ticket tool, but at least it's an easy to use one.


Peter W.

Brilliant ticket management system


Verified Reviewer

Very polished product


John D.

Foundation of control for our IT support business.


Doug N.

SherpaDesk is the most economical and effective ticketing solution that we've ever used.

Used Daily for 2+ years
Reviewed on 2017/09/18
Review Source: GetApp

We transitioned from the BigWeb Apps, so it took a little time to learn how to effectively use SherpaDesk.

Pros

SherpaDesk is adaptable for all users and groups of users. It's simple to enter, update, work on and close a ticket, and assets can be attached to a ticket. It's all web-based, so there is no client, so it's very device agnostic. The reports are informative and easy to generate. The process is now simpler to transfer tickets, including a feature to automatically route tickets to a user or queue.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Oil & Energy
Company size: 1 001-5 000 Employees

Finally a decent ticketing system

Used Daily for 6-12 months
Reviewed on 2020/10/09
Review Source: Capterra

Overall I really like the software. I've used a number of ticket tools and Sherpadesk doesn't cause me pain to use. Yeah, it's a ticket tool, but at least it's an easy to use one.

Pros

The interface is clean and simple yet offers everything I need as a technician. It has what I need when I need it and an easy way to interact with it.

Cons

The order of listing communications could be better or at least configurable. I often get confused when I go looking for something I added and yet don't see it.

Response from SherpaDesk

Thank you for the great feedback. We are always looking to our SherpaDesk community for feedback and making sure we are on the right track!

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Peter W.
Industry: Higher Education
Company size: 501-1 000 Employees

Brilliant ticket management system

Used Daily for 1+ year
Reviewed on 2018/11/29
Review Source: GetApp

Pros

SherpaDesk offers functionality we just didn't have with our old call management system. Being able to easily pass tickets across to other groups within the University, providing any relevant documents is in-valuable. Never once have we had a problem with attachments, or any other information, getting lost in the ether like our old provider did. Instead, SherpaDesk has been 100% reliable and secure.
SherpaDesk is updated regularly, ensuring any bugs or security issues are patched out ASAP.

Cons

The main, if only, negative I have for SherpaDesk is getting to grips with the system. It was a rather a big learning curve coming from a much simpler system. The user-interface looks very nice, but navigating it as a newcomer, and even an experienced user, can be troublesome.
Trying to understand weeks, sometimes months, of previous emails and correspondence can be confusing. But this seems to be a problem all ticket management applications suffer.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: Self Employed

Very polished product

Used Daily for Free Trial
Reviewed on 2020/10/04
Review Source: Capterra

Pros

This software was very polished. It has a lot of features almost overwhelming!

Cons

I found the usability of the software slightly challenging. In all honesty I think I need just some more experience with it.

Response from SherpaDesk

SherpaDesk provides free email based support, weekly web sessions with a product specialist and a support portal with help articles and videos. For customers needing more 1 on 1 sessions we offer paid training. We work towards answering all questions in a timely manner. Always feel free to reach out. Our support team us here to help.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

John D.

Foundation of control for our IT support business.

Used Daily for 6-12 months
Reviewed on 2017/07/26
Review Source: GetApp

Pros

- Easy to use.
- Great support.
- Full featured with options to enable only what is needed.
- Continually updated.
- A pleasure to use.
- Easy for end users, engineers and customers.
- Was up and using in 7.6 minutes.

SherpaDesk is great. It has changed the way I do business. I have tried and reviewed many different helpdesk/ticketing solutions and SherpaDesk is the best fit for us by far..

Cons

I struggled to find a sensible con to post. No deal breakers. Some features need improvement (which seems to be continually happening) as they are a little rough around the edges or overly complex. During my use we found one bug and made one suggestion which were both fixed/implemented in a timely manner.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
9,3/10
Based on 56 user ratings
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SherpaDesk Pricing

SherpaDesk Pricing

Starting from
US$39,00/month
Free Trial
Free
Subscription
Value for money

SherpaDesk offers the first tech free for life. With the first license the tech will have unlimited access to the application. As more technicians are added then it will be $39/tech per month. Additional charge of $2/month if remote assistance is turned ON.

SherpaDesk offers the first tech free for life. With the first license the tech will have unlimited access to the application. As more technicians are added then it will be $39/tech per month. Additional charge of $2/month if remote assistance is turned ON.

Value for Money
4,9/5
Based on 56 user ratings
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SherpaDesk Features

SherpaDesk Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4,7/5
Based on 56 user ratings
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Categories

Additional information for SherpaDesk

Additional information for SherpaDesk

Key features of SherpaDesk

  • Capture all billable hours via email, mobile or web app
  • Complete API library
  • Convert billable time to invoices
  • Create custom alerts to notify when issues become neglected
  • Create custom notifications on specific issues
  • Create multiple customer rate plans for customers
  • Create rich text private and public support articles
  • Engage customers using the chat with remote desktop
  • Evaluate performances against the team
  • Integrate into leading accounting and LDAP management tools
  • Manage and report on all customers support issues
  • Receive and update support activity via the email parser
  • Route issues based on type, account, priority and projects
  • Take control of a user's desktop
  • Track and route work orders from users
  • Track billable time to all clients
  • Track billable time to all projects
  • Track incoming calls and manage service level agreements
  • Use Active Directory to manage user authentication

Benefits

Professional service organizations have to manage a separate help desk application and a billing solution while also trying to keep their notes and time data synced. SherpaDesk provides a better solution than email and spreadsheets to help track customer's requests and log time for invoicing.

-Manage Customer Support: Route and report on all customer service request

-Create Custom Rate Plans: Create individualized rate plans for each customer or project including fixed rates and contracts

-Manage Project Profitability: Create an initial estimate for hours and budget and then track performances against this estimate

-Capture All Billable Time: Log billable time that falls through the cracks. By email, mobile or web all time can be logged to an account or project

-Update Activity Anywhere: SherpaDesk's mobile application allows access to respond to requests, log time or send invoices to customers anywhere anytime

SherpaDesk FAQs

SherpaDesk FAQs

Below are some frequently asked questions for SherpaDesk.

Q. What type of pricing plans does SherpaDesk offer?

SherpaDesk offers the following pricing plans:

Starting from: US$39,00/month

Pricing model: Free, Subscription

Free Trial: Available

SherpaDesk offers the first tech free for life. With the first license the tech will have unlimited access to the application. As more technicians are added then it will be $39/tech per month. Additional charge of $2/month if remote assistance is turned ON.

Q. What are the main features of SherpaDesk?

SherpaDesk offers the following features:

  • Capture all billable hours via email, mobile or web app
  • Complete API library
  • Convert billable time to invoices
  • Create custom alerts to notify when issues become neglected
  • Create custom notifications on specific issues
  • Create multiple customer rate plans for customers
  • Create rich text private and public support articles
  • Engage customers using the chat with remote desktop
  • Evaluate performances against the team
  • Integrate into leading accounting and LDAP management tools
  • Manage and report on all customers support issues
  • Receive and update support activity via the email parser
  • Route issues based on type, account, priority and projects
  • Take control of a user's desktop
  • Track and route work orders from users
  • Track billable time to all clients
  • Track billable time to all projects
  • Track incoming calls and manage service level agreements
  • Use Active Directory to manage user authentication

Q. Who are the typical users of SherpaDesk?

SherpaDesk has the following typical customers:

Small Business, Large Enterprises, Non Profit, Freelancers, Mid Size Business

Q. What languages does SherpaDesk support?

SherpaDesk supports the following languages:

English

Q. What type of pricing plans does SherpaDesk offer?

SherpaDesk has the following pricing plans:

Free, Subscription

Q. Does SherpaDesk support mobile devices?

SherpaDesk supports the following devices:

Android, iPhone, iPad

Q. What other apps does SherpaDesk integrate with?

SherpaDesk integrates with the following applications:

FreshBooks, Microsoft 365, NinjaRMM, QuickBooks Online, QuickBooks Online, QuickBooks Online Advanced, QuickBooks Online Advanced, Salesforce Sales Cloud

Q. What level of support does SherpaDesk offer?

SherpaDesk offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials