About BOSSDesk

BOSSDesk is a fully integrated ITIL based Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise. It incorporates an award winning user-friendly interface and a powerful Service Catalog. BOSSDesk has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support. Our solutions have helped organizations to improve overall efficiency and user satisfaction.
Major capabilities include advanced Incident, Problem & Change Management that provides Help/Service Desk functionality, complete Asset Management capability, and a Service Catalog that provides full flexibility in creating customs forms that make it extremely easy for users to enter, monitor and if appropriate approve service requests. Reporting capabilities include a comprehensive array of standard reports and charts. Customizable widgets allow Dashboards to be modified to meet the needs of all technicians using the system. Mobile apps for iOS and Android allow for remote access for all capabilities.

Pricing starting from:

US$19,00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of BOSSDesk

• Improve response times to address user problems - Through the use of Self Service Portal and Knowledge Base, technicians can spend less time with the user to understand their requirements and therefore improve response times.

• Ensure the right people are assigned to the request- The routing engine can be configured to ensure that the most appropriate available resource is assigned to address each request, and “watchers” can be included to stay informed

• Service Catalogs dramatically improve service delivery and user satisfaction - Providing an online Service Catalog is the easiest and most effective of way of reducing the time and cost of delivering services while improving the user experience.

• Easy to create custom forms to address all needs - Administrators have the ability to customize the service catalog by creating forms using a drag and drop interface that are both very easy to use and provide limitless options to satisfy all user needs.

• Dashboard and Reports configurable for individual needs - Flexibility in configuration of reporting capabilities provide management with the necessary tools and metrics to meet objectives and business needs

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Pricing starting from:

US$19,00/month

  • Free Version
  • Free Trial
  • Subscription

Images

BOSSDesk Software - BOSSDesk customizable dashboard screenshot
BOSSDesk Software - BOSSDesk incident management screenshot
BOSSDesk Software - BOSSDesk tickets & routing screenshot
BOSSDesk Software - BOSSDesk configuration management screenshot
BOSSDesk Software - BOSSDesk user settings screenshot
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BOSSDesk Software - BOSSDesk customizable dashboard screenshot
BOSSDesk Software - BOSSDesk incident management screenshot
BOSSDesk Software - BOSSDesk tickets & routing screenshot
BOSSDesk Software - BOSSDesk configuration management screenshot
BOSSDesk Software - BOSSDesk user settings screenshot

Features

Total features of BOSSDesk: 109

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

Alternatives

ServiceNow

4,5
#1 Alternative to BOSSDesk
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to ...

Zendesk

4,4
#2 Alternative to BOSSDesk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

ManageEngine Mobile Device Manager Plus

4,6
#3 Alternative to BOSSDesk
ManageEngine Mobile Device Manager Plus is easy to deploy and secures thousands of mobile devices within your organizati...

EcholoN

4,7
#4 Alternative to BOSSDesk
EcholoN is a customer service management software designed to help businesses handle quality control processes,...

Reviews

Overall rating

4,6 /5
(102)
Value for Money
4,6/5
Features
4,4/5
Ease of Use
4,5/5
Customer Support
4,8/5

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Showing 5 reviews of 102
William ".
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 9.0 /10

BOSS Support Central - A Remote Support Must Have!

Reviewed on 2020/06/17

We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime...

We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime that we have identified an issue, [SENSITIVE CONTENT HIDDEN] has been available to troubleshoot and report bugs to have it fixed in their next software release. They appreciate feedback and work to keep their product up to date.

Pros

The ability to login to Support Central from anywhere at anytime and process tickets is something that we cannot live without in the new COVID19 world. We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it. The Dashboard area allows for the creation of widgets to monitor ticket assignments, counts and more on the fly. We utilize routing, templates and automatic responses to make sure support issues are addressed as quick as possible.

Cons

We are very pleased with the product. The only recommendation that I have is for them to invest in a training and tutorial area for technicians to easily reference to learn of new features or to learn about how to get the most out of the product.

Gary K.
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 :-)

Joshua P.
Overall rating
  • Industry: Government Administration
  • 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 2.0 /10

Beta Ticketing System

Reviewed on 2021/05/25

Support is sub par. I've worked with one of their high tier support agents to fix an issue with...

Support is sub par. I've worked with one of their high tier support agents to fix an issue with site agent. They ended up suggesting we upgrade the site agent to 2.0. I asked specifically if we need to back up any configurations before we do that and was told no that it should carry over. After the upgrade, none of the syncing configurations carried over. The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase. I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI." I told them I have an n/a option as a CI item and want my techs to have to fill that in. This went no where.

Pros

The asset management portion is the best part of this ticketing system. The integration with AD and use of the Remote Agent make it easy to maintain inventory. The UI is better than some of the other ticketing systems I've used.

Cons

This ticketing system seems like it's still beta software. Many features available in other standard ticketing systems are not available in this. Only recently have they added time sheets, routing rules, and triggers. The reporting is poor as well with little options for custom reports.

Response from BOSS Solutions

Customer satisfaction is our priority and ensuring every customer is happy with our solution is of utmost importance to us. We thank the reviewer for posting his comments and have since discussed the issues in detail with the customer and come up with an action plan to resolve the issues raised.
We should note that the features mentioned by the reviewer who is relatively a new user have been available in our solution for several years and our solutions have been performing as expected for our customers. Our solution has advanced capabilities to match most of the competing systems in this market space.
We pride ourselves on providing excellent customer support and will work with the reviewer to take corrective action to address any outstanding support issues. We are committed to ensuring that our solutions bring value to our customers and every single user is satisfied.

Ronald B.
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

Excellent platform for Service Desk

Reviewed on 2020/01/16

We use BOSS service desk to manage the service desk requests, 811 (Call before you DIG) requests,...

We use BOSS service desk to manage the service desk requests, 811 (Call before you DIG) requests, inventory management and reporting of all these key metrics.

Pros

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.

Cons

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

Alternatives Considered

Zendesk

Reasons for Switching to BOSSDesk

The price of BOSS was very modest compared with the alternatives and the flexibility of the BOSS product was outstanding.
Debbi K.
Overall rating
  • Industry: Government Administration
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Latest Version Soars!

Reviewed on 2021/11/17

BOSS is essential to helping our department work with customers and keep track of inventory and...

BOSS is essential to helping our department work with customers and keep track of inventory and issues. With the latest update, a necessary but not efficient experience has become very speedy and we can flip through tickets and searches with ease

Pros

Helpdesk ticket management allows us to assign and track individual and project tickets with ease
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes
The latest version speeds the whole thing up so much more

Cons

Older version was slow and flipping between pages took a long time

Showing 5 reviews of 102 Read all reviews

BOSSDesk FAQs

Below are some frequently asked questions for BOSSDesk.

BOSSDesk offers the following pricing plans:

  • Starting from: US$19,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Essential version costs $ 19 per agent / per month / billed yearly Professional version costs $ 39 per agent / per month / billed yearly Enterprise version costs $ 69 per agent / per month / billed yearly

BOSSDesk has the following typical customers:

11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

BOSSDesk supports the following languages:

English

BOSSDesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

BOSSDesk integrates with the following applications:

TeamViewer

BOSSDesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for BOSSDesk.