SherpaDesk

SherpaDesk

A support soution to help track time and manage projects

4.8/5 (53 reviews)

SherpaDesk Overview

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.

Pricing

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

Devices

Business size

S
M
L

Markets

Canada, Europe, United Kingdom, United States

Supported Languages

English

SherpaDesk Reviews

Overall rating
4.8/5
100% positive reviews
42
Excellent
11
Very good
0
Average
0
Poor
0
Terrible
Peter W.

Brilliant ticket management system

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

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
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

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

Decent ticketing system with a lot of functionality

Used Daily for 6-12 months
Reviewed on 2018/03/16
Review Source

Pros

Several ways to sort and access tickets, modern interface, and overall very functional. There is also a phone app, which is a plus. Have not had a need to contact support, so I can't answer to the support quality.

Cons

As other users here, I also transitioned from BigWeb Apps (about 6 months ago), so there has been a bit of a learning curve to this one, and I'm actually still trying to learn all of it's functions. Though I like the overall modern look of SherpaDesk, I feel that BigWeb Apps was much easier to navigate. You have to click a lot more places in SherpaDesk in order to get where you're trying to go (as opposed to the simplistic interface of BigWeb Apps). This is the reason I couldn't give it a full 5 start.

Rating breakdown

Ease of Use

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

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
Mary C.

Robust Software

Used Daily for 1-5 months
Reviewed on 2019/04/30
Review Source: Capterra

I really want to like this software and I think I'm going to be very pleased with it once I stick with it. However, the lack of clear "this is what you do to get started" leaves the user feeling a little overwhelmed.

Pros

I like the slate of features as well as the pricing. It looks like a great solution to incorporating a help desk as well as time tracking/invoice and will replace two different software solutions.

Cons

It is not intuitive to setup and the help guides could use improvement. I am going to have to dig in to fully use the software, and having only "setup videos" hampers those with limited internet options such as rural customers.

Response from SherpaDesk

Thanks for checking us out Mary! We are working on getting more self help articles out along with some more setup videos. The system has changed a lot over the last few months and some articles have already been dates. We know this is an issue for new users :( HOWEVER! Please feel free to send us questions at anytime to [email protected] We are quick to get back with you. You can also sign up for our weekly demo and talk directly with a product specialist on any questions you may have https://www.sherpadesk.com/book-a-demo

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

SherpaDesk 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

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Email Integration

  • Activity Tracking
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Contact Database
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Mobile Integration
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

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

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:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Small 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, Office 365, QuickBooks, QuickBooks, QuickBooks Online, QuickBooks Online, 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