BOSSDesk Software

BOSSDesk Software

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9

Recommendations

FrontRunners 2022

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About BOSSDesk

BOSSDesk ITSM Help Desk on the Cloud and On Premise Turning ticket management into an exceptional customer experience! With rapidly increasing service requests, is your company maximizing its investment in your service management solution? Are your customers and employees able to use the system easily... or do they get frustrated and give up? BOSSDesk is an enterprise service management solution available on premise or in the cloud enabling your team to process service requests efficiently and expeditiously. The result? You provide an exceptional employee and customer experience. WHY CHOOSE US Expandable to serve multiple departments Service delivery enables the ability to create relevant forms, workflows, and more US-based support team Intuitive user interface iOS a...

BOSSDesk Pricing

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

Starting price: 

$19.00 per month

Free trial: 

Available

Free version: 

Not Available

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BOSSDesk Dashboard

BOSSDesk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 101 reviews

User Profile

William

Verified reviewer

Company size: 201-500 employees

Industry: Utilities

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

June 2020

BOSS Support Central - A Remote Support Must Have!

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.

Reasons for switching to BOSSDesk

Outdated software, and BOSS offered a more robust product.

Gary

Company size: 1,001-5,000 employees

Industry: Government Administration

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2020

Awesome product and support team for automating and streamlining your service desk.

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 :-)

Reasons for choosing BOSSDesk

Better value and the BEST support team!!! I can't say enough good things about the Support team and how they continually strive to meet our organization's requirements.

Reasons for switching to BOSSDesk

We needed a more robust solution that would operate as a SaaS solution to meet our organizational goal of any time, any device, any location access.

Joshua

Company size: 1,001-5,000 employees

Industry: Government Administration

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
2

Ease-of-use

out of 5
2

Value for money

out of 5
1

Customer support

out of 5
2

Functionality

out of 5

May 2021

Beta Ticketing System

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.

Reasons for choosing BOSSDesk

I did not get to choose this.

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.

Replied June 2021

Ronald

Company size: 501-1,000 employees

Industry: Government Administration

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

January 2020

Excellent platform for Service Desk

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.

Reasons for choosing BOSSDesk

The price of BOSS was very modest compared with the alternatives and the flexibility of the BOSS product was outstanding.

User Profile

Ryan

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Construction

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

June 2020

No programming knowledge No problem

My overall experience has been really good. I've always gotten the support I need when I've needed it in a very timely fashion.

Pros

Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.

Cons

With the ease of use comes some restrictions. You're limited to just the options they give you. Since it's web based they can't really customize anything directly for you because it will impact all of their customers. I think reporting and some notification options could be improved as well.

Reasons for choosing BOSSDesk

Cost and ease of deployment.

Reasons for switching to BOSSDesk

Was going to expire, was an onsite appliance to manage, very hard to configure and maintain.

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