SherpaDesk is a cloud-based customer relationship management (CRM) solution that integrates core business processes into a single suite. It is most suitable for the small and midsize business markets of professional service firms.
SherpaDesk offers ticket management, time tracking, invoicing, email parsing, asset management, project management, customer engagement and reporting.
The platform’s time tracking module allows users to track time from anywhere within the solution, meaning time can be logged for active projects, account management work or support issues.
Invoices can be automatically generated and rate plans can be customized to accommodate unique payment arrangements. Third-party integrations are also available, which allow users to connect SherpaDesk with applications like FreshBooks, Office 365, QuickBooks and Google Marketplace.
SherpaDesk enables organizations to track customer service issues, capture billable time and manage a project’s profitability. It can be purchased per user per month.
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.
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.
Great product that goes from ticket to invoice to money in my pocket. Added value I can do all this on site from the app on my phone.
It's simplicity, speed, and responsive support. Also, it's email parser is 2nd to none, allowing us full control in creating tickets (even on the user's behalf), updating, closing, adding billable time, and more all from email - which is one less interface we need to login to! We've tried other PSA solutions and were pleasantly surprised what Sherpadesk offers.
It's only been out for 3 years, still has a few rough edges, but they come out with product updates every two weeks and we doing all the right things to mature while keeping it simple.
David from Information Technology
This product is fully-hosted, and with a very intuitive interface implementation is easy. We started with some features "turned off" so we could grow into them as we gained experience with the product and was surprised at how well it handled us using additional features on existing tickets, etc.
More flexibility in reporting would be great - a pre-bill report so you can check invoices for accuracy before creating them, for example, along with the ability to customize the invoice layout. A big item for us as a weak point is more granularity and control over what emails go out to clients. We have a number of "just get it done" clients who don't want to see progress report, awaiting response, and other interim emails that we sometimes see slipping out of the system.
Quick learning curve. Matter of minutes to get comfortable where everything you need to access is. Highy recommended for anyone needing a ticketing system.
Eric from Scott County School District 2
I love how configurable Sherpadesk is. There are dozens of functions that are available within the system that can either be turned on or turned off per instance. Our organization has 2 instances (one for IT and one for Maintenance) and we are able to configure them both to include the options that make sense for that part of the organization. The ability to create tickets from an email and communicate with users via email are my favorite features within the system.
I have not found any true "cons" to this system. We did encounter a couple of issues during our initial setup but Sherpadesk support (which is hands down the quickest and most professional support team I've ever worked with) was able to help us get through any of those initial hang ups.
Dallas from Software
Flexibility and complexities; allows multi-client, multi-organization, multi-contractor tracking with accounting.
Didn't allow multiple taxes for invoicing.
Didn't allow knowledge base to organization relationships; I want to assign specific knowledge articles to specific organizations; one or many.
dale from School
The software is very easy to manage and navigate around in. I like being able to close multiple tickets at once. It is simple to set up and assign new accounts.I'm currently an administrator and use the software mon-fri and deal mostly with end users and working tickets submitted to me.
This software is very user friendly. It was easy to setup and continues to be easy to maintain. Our team has caught on quickly and we have migrated a lot of data into this puppy successfully.
I hate that the tickets don't recognize urls in the body as clickable links. It's not that difficult to incorporate so I have to assume that it is considered a "security feature." If that is true, then allow us to click a checkbox to allow/deny the function.
There are a lot of options we haven't used yet. I don't make the final decisions but can see on your site there are many options to choose from
Very user friendly, Will have to use it more for a more educated review. There are always flaws that can be fixed but to early for me to know what they are.
We transitioned from the BigWeb Apps, so it took a little time to learn how to effectively use SherpaDesk.
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.
Great to know someone knows...eases the anxiety of others :) I like sherpadesk. I believe that there is more to learn and know to really make it work for a school district. It is good to know that a request has been made and is shifted (hopefully) to the appropriate party to get the ball rolling to complete a request.
Need to know if I'm suppose to select where to send request.. but most cons have to be with user/admin side...
Yes, give it a try!
As a facilities department in a school district, we have many needs from transferring work order tickets, internally and externally, responding with notes and pictures and custom reporting. SherpaDesk enables all of this on both desktop and mobile versions. The customer support is amazing.
While the reporting is robust, it is not always intuitive. It would be nice to have the non-technical names for each field. That said, once you figure it out, it works.
Jeremy from Herman Pro AV
Employees number: 51-200 employees
Plays well with other needs (credit card processing, accounting software)
***Customer Care - SECOND TO NONE***
They actually care, seriously.
Would like more features from full website integrated into the mobile application. The paradigm shift from desktop or laptop to mobile management of virtually everything, is nearing maturity.
John from consulting and information technology
- 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..
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.
Darryl from Highlands School District
Easy implementation, will all the support features we needed, with an easy to use interface. The solution comes with multiple avenues you can interact with your tickets, and provide updates a crossed any platform with an internet connection.
A completely cloud hosted solution, based on a subscription model. This makes it easy to manage from the IT administrative end.
The support we've received thus far has been great.
So far, nothing major to note. They are making some enhancements to their reporting, which will be nice once it's made available.
Response: SherpaDesk, SherpaDesk
Date: April 2017
Thanks for the feedback Darryl! On the next release we will have a new visualization creator and Dashboards! Stay tuned for the next release
Great organizational tool. Makes putting work tickets in much easier. Response time from the people responsible has been much more prompt. I no longer have to put in tickets for those around me. They are able to do it easily themselves.
K-12 public school system in Oklahoma. I use this daily to keep track of tickets on what repairs are needed for our Chrome Depot. Also easy to keep track of what parts are needed for repairs. Pretty user friendly once you figure out where everything is.
easy to use, nice user interface.
nothing, i haven't run across any yet.
works great for a small operation, not sure how it would work for something bigger. We have around 3500 Chromebooks deployed in the system.
Helpful tool, so far pretty easy to use. I have only been using SherpaDesk for about 2 1/2 weeks but it has been pretty easy to pickup and helpful with keeping track of things.
Easy, helpful, informative
None that I can think of.
Give it a try and see what you think.
User friendly, easy to process.
No problems with software, always easy to use and process requests.
Program used for IT requests. reliable system never fails.
Quick and easy to use
Have not experienced any Cons