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

58 Reviews of SherpaDesk

Average User Ratings

Overall

4.76 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(46)

46

4 stars

(11)

11

3 stars

(0)

0

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 58 results

February 2021

Randal from Montreal Technicians

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer & Network Security

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

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.

Reasons for Switching to SherpaDesk

I changed jobs.

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!

January 2021

Ian from iHeartMedia

Company Size: 10,000+ employees

Industry: Media Production

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

2.0

Functionality

2.0

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.

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

Reasons for Switching to SherpaDesk

Cost, quality of product

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.

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.