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.

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.

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 The search function is horrible, it feels like an outdated tool for CRM and our teams are extremely slow when logging information into the program.

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.

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.