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

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.

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.

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.

The installation experience was easy, set up was intuitive, and they continue to make improvements with every iteration.

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.

It's a great product for inventory and work orders. I'm not really impressed about the reports or how the work orders print. I really like how it works with AD to pull in MS equipment.

The BOSS Support team has always listened to our feedback and implemented changes that we suggest, or found an existing feature that met our needs.

The settings screen is a bit busy and it can be difficult to find certain configuration items.

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.

Would like the ability for the end user to have the option to close out the ticket themselves once the problem is solved/fixed.

This application is very intuitive and very customizable.

The Role options, but those are currently being worked on to increase the flexibility in that feature.

The product has been in our portfolio for approximately 10 years and I would not change it out for another solution.

The portability and mobility of the platform are outstanding. The tools are integrated seamlessly. Each module is highly functional and makes service ticket resolution simple. Seasoned staff and new staff rarely struggle with the software. We have integrated the tool with many unconventional software applications and we allow outside vendors to interact with the platform as well.

We have very few issues with the product. It works as intended and the solution and they adds functionality often.

It has been great. We have really tuned it well and it works great for our current environment. We use more and more features everyday as we get things setup and settled.

It's ticket management system. It has worked wonders for us. Both with helping us internally and externally with other vendors

Its not always the best when reporting a PCs activity. Sometimes it won't catch that a computer is online and display current info

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.

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.

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.

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

We have had nothing but a very good experience with BOSSDesk. Easy to navigate, easy to manage, and if need help from BOSS they have a very fast responsive team who are very friendly and knowledgeable.

BOSSDESK is easy to utilize not just for administrators for our end users as well. It also provides reports to identify areas of improvement throughout our company.

Providing more reports automatically after we set them up would be a time saver but depends on the product your company has. We are in the process of updating.

From the time we started till now the company has been great to work with. I have even had the [SENSITIVE CONTENT] of the company reach out to me and ask how they were doing. They are very open to hearing from the customer and treat you like family.

Bossdesk has helped us keep better track of our ticket system and other items. They are always evolving and are open to end user input.

The only thing I can say that I don't like is that it is not free. But really the product is great.

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.

Superior customer service along with a solid, well-supported application

They need to improve their communication of new features and functions.

Great team that is easy to contact.

Ticketing system helps keep our chaos under control.

Nothing. Any issues were quickly addressed and resolved.

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.

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

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

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

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.

Not keeping customer update up coming features.

I enjoy working in BOSS as an end user and as an admin. I use BOSS to keep up with my school's inventory and with our technical trouble tickets. BOSS helps keep us organized and efficient. I do wish the BOSS conferences weren't so expensive.

The ease of use and the helpdesk support people are always willing to help.

I am not a fan of the mobile app. It could be because I don't use it as often.

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

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.

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 on each service request. Our Communications department uses Support Central to service the projectors in our meeting rooms. Our Sheriff's Office uses Support Central for all of their internal service requests for equipment, radios and department-specific software issues. Our Parks & Rec department is considering using Support Central for internal service requests as well as integrating this into a web-based service for our citizens to report service requests for park facilities. We've been a BOSS Solutions customer since 2007. Our positive experience with the application, the customer service and the company as a whole gives us the confidence to roll Support Central out to other departments as an integral part of their plan to provide effective and efficient services to the organization.

The product is very user-friendly and creates the tickets and accountability we need. We love the email to ticket functionality.

Mobility, but you are in the process of upgrading the specs we need. Assets scanning bar codes will be better too.

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.

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.

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.

very good features out of the box for the price

a little bit of a learning curve at first figuring out where things are to customize

When used correctly trends can be tracked.

Not sure at this time. Maybe more user friendly

Reporting wise it's best, more notification getting's.

The android app should need to more user-friendly and file selection.

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.

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

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