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 us...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

56 Reviews of SherpaDesk

Average User Ratings

Overall

4.80 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(45)

45

4 stars

(11)

11

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 56 results

September 2017

Doug

Verified Reviewer

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

October 2020

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

October 2020

Finally a decent ticketing system

Overall I really like the software. I've used a number of ticket tools and Sherpadesk doesn't cause me pain to use. Yeah, it's a ticket tool, but at least it's an easy to use one.

Pros

The interface is clean and simple yet offers everything I need as a technician. It has what I need when I need it and an easy way to interact with it.

Cons

The order of listing communications could be better or at least configurable. I often get confused when I go looking for something I added and yet don't see it.

Response from SherpaDesk

Replied October 2020

Thank you for the great feedback. We are always looking to our SherpaDesk community for feedback and making sure we are on the right track!

November 2018

Peter from University of St Andrews

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Higher Education

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

3.0

Functionality

5.0

November 2018

Brilliant ticket management system

Pros

SherpaDesk offers functionality we just didn't have with our old call management system. Being able to easily pass tickets across to other groups within the University, providing any relevant documents is in-valuable. Never once have we had a problem with attachments, or any other information, getting lost in the ether like our old provider did. Instead, SherpaDesk has been 100% reliable and secure. SherpaDesk is updated regularly, ensuring any bugs or security issues are patched out ASAP.

Cons

The main, if only, negative I have for SherpaDesk is getting to grips with the system. It was a rather a big learning curve coming from a much simpler system. The user-interface looks very nice, but navigating it as a newcomer, and even an experienced user, can be troublesome. Trying to understand weeks, sometimes months, of previous emails and correspondence can be confusing. But this seems to be a problem all ticket management applications suffer.

October 2020

Anonymous

Verified Reviewer

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

3.0

Functionality

4.0

October 2020

Very polished product

Pros

This software was very polished. It has a lot of features almost overwhelming!

Cons

I found the usability of the software slightly challenging. In all honesty I think I need just some more experience with it.

Reasons for Choosing SherpaDesk

Cost and features

Response from SherpaDesk

Replied October 2020

SherpaDesk provides free email based support, weekly web sessions with a product specialist and a support portal with help articles and videos. For customers needing more 1 on 1 sessions we offer paid training. We work towards answering all questions in a timely manner. Always feel free to reach out. Our support team us here to help.

July 2017

John from consulting and information technology

Verified Reviewer

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

July 2017

Foundation of control for our IT support business.

Pros

- 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..

Cons

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.