About SherpaDesk

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 She...

SherpaDesk Pricing

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.

Starting price: 

$39.00 per month

Free trial: 

Available

Free version: 

Available

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SherpaDesk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 58 reviews

Randal

Montreal Technicians

Verified reviewer

Company size: 2-10 employees

Industry: Computer & Network Security

Time used: Less than 12 months

Review Source: GetApp

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed February 2021

Solid Product we use as the backbone to our Help Desk

Because our call volume increased dramatically with new business, we did not want any issue to slip through the cracks. Forgetting to invoice even 15 minutes a day is hundreds a month, and easily covers the costs and then some. I would say Sherpa MAKES us money by ensuring everything is logged.

Pros

Very simple to use compared with some of the competing name brands in this space. It syncs beautifully with Freshbooks, so billing works very well. Because we used Tasks and Projects for Freshbooks Timesheets, it was simple to sync and get going right away. Sherpa help desk is INSANE! They are so quick to answer, and the answer works...because they actually read the problem. If I was climbing Everest...I want them on my team!

Cons

Because we use Projects to sync with Freshbooks, when I approve time entries, I can't see the project if an entry is assigned to a ticket, it will show the ticket. This causes wasted time. Not a deal breaker, but it does add a good hour monthly when I do billing...just making sure my techs assigned the task to the right project. I'm sure we don't even use it to the fullest, so I really can't complain about anything else except this minor issue.

Reasons for choosing SherpaDesk

Ease of use and price.

Reasons for switching to SherpaDesk

Freshdesk was too complicated for our needs and the path to sync with Freshdesk was not clear.

Doug

Verified reviewer

Time used: More than 2 years

Review Source: GetApp

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed September 2017

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.

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.

Ian

iHeartMedia

Verified reviewer

Company size: 10,000+ employees

Industry: Media Production

Time used: Less than 6 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

2

Functionality

2

Reviewed January 2021

There are better CRMs out there

Pros

The tool allows us to track accounts and outreach relatively well

Cons

We no longer use Sherpa as a CRM tool because of the many problems. The search function is horrible, it feels like an outdated tool for CRM and our teams are extremely slow when logging information into the program.

Micah

The Chattanooga Times Free Press

Verified reviewer

Company size: 201-500 employees

Industry: Newspapers

Time used: Less than 2 years

Review Source: GetApp

Value for money

5

Reviewed May 2016

Simple, powerful ticketing

If you're looking for a good web-based ticketing solution SherpaDesk deserves a look. It is straightforward and simple, and has been a great solution for us. If you use it for it's intended purpose, it is robust enough to do an excellent job and yet simple enough to have a very short learning curve.

Pros

Easy to understand for techs; good presentation of information in dashboards; It does what it is supposed to do effectively and for a good price. You can get very good reporting and offers very credible tools to help a manager manage workflow.

Cons

End users still have to understand the emails. Since the bulk of IT ticket work is generated by the lower end of the user base, easier to understand discussion chains would be nice. I haven't seen anyone really do it better - the time/date stamps make it easy for me, but I'm not at the low end of the user base (at least I like to think I'm not).

Brent

Cavern Technologies

Verified reviewer

Company size: 11-50 employees

Industry: Information Technology and Services

Time used: Less than 2 years

Review Source: GetApp

Ease-of-use

5

Value for money

5

Customer support

5

Reviewed February 2016

These Guys are Awesome

Cavern is the largest underground Co-location Facility in the world. A few years ago our customer satisfaction survey revealed that traditional Ticketing System was an process with room to improve. Since migrating to SherpaDesk we have received A+ on our customer satisfaction results including our ticketing system. In fact, a few of our 120+ clients have decided to use it along with other Sherpa Products and each one has told me personally that they love it! Note, recommendations from me are hard to come by but the Sherpa Team has earned this one. Feel free to reach out directly with any questions. Brent Jeffries- Cavern Technologies

Pros

Ease of use for clients. Reporting and tracking are simple with a very small learning curve. If there is a report you are looking for, they will gladly help as they realize others may be looking for the same thing. This is a well refined SaaS solution.

Cons

N/A, I don't have any complaints or areas I wish were improved.

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