SherpaDesk Software

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.

Pros

very straight forward pricing model, much more competitive than the big players in the market
the software has all the features we need (mostly time tracking) and can do a lot more that we don't even utilize
support is very helpful and quick to respond and implement changes

Cons

maybe not as flexible as some other platforms, but it also is way cheaper and so much simpler to setup and administer

Pros

All in one with ticketing, time tracking, invoicing and customer notifications

Cons

As many fields can be customized so that I can use it in other laguages then EN the main fields on emails I can't.
Not a deal breaker but then....

Pros

Full functionality without spending hours to onboard and set up, basic needs to get an MSP off the ground and running, ability to customize as business grows, logical and functional work flow

Cons

Pricing plan adjusted without admin realizing but it was minimal and came with added functionality so all in all not a huge deal

Pros

For the past few years I used several apps, but by far SherpaDesk is the best, not only is affordable but has all the features that my business needs. I Highly recommend

Cons

I haven't found any issues, it takes a little time to learn and take advantaged of all the features but no problems at all.

Pros

Ease of the SherpDesk tool is appreciated. Keeping it Simple! I appreciate simplicity and not a lot of bells and whistles. I am still very new to SherpaDesk and need more time to truly assess the tool. However, I am well versed in ticketing software and simplicity is key. I appreciate that the online application has not once failed on me.

Cons

Being relatively new to SherpaDesk, I cannot state there are many cons. There are features I do not use but I expect to incorporate some features into our workload soon.

Pros

The app is a convenient way to input and keep track of work orders for the multiple buildings under our management.

Cons

There are minimal drawbacks but none of them are insurmountable.

Pros

Several ways to sort and access tickets, modern interface, and overall very functional. There is also a phone app, which is a plus. Have not had a need to contact support, so I can't answer to the support quality.

Cons

As other users here, I also transitioned from BigWeb Apps (about 6 months ago), so there has been a bit of a learning curve to this one, and I'm actually still trying to learn all of it's functions. Though I like the overall modern look of SherpaDesk, I feel that BigWeb Apps was much easier to navigate. You have to click a lot more places in SherpaDesk in order to get where you're trying to go (as opposed to the simplistic interface of BigWeb Apps). This is the reason I couldn't give it a full 5 start.

Pros

Great product that goes from ticket to invoice to money in my pocket. Added value I can do all this on site from the app on my phone.

Pros

It's simplicity, speed, and responsive support. Also, it's email parser is 2nd to none, allowing us full control in creating tickets (even on the user's behalf), updating, closing, adding billable time, and more all from email - which is one less interface we need to login to! We've tried other PSA solutions and were pleasantly surprised what Sherpadesk offers.

Cons

It's only been out for 3 years, still has a few rough edges, but they come out with product updates every two weeks and we doing all the right things to mature while keeping it simple.

Pros

This product is fully-hosted, and with a very intuitive interface implementation is easy. We started with some features "turned off" so we could grow into them as we gained experience with the product and was surprised at how well it handled us using additional features on existing tickets, etc.

Cons

More flexibility in reporting would be great - a pre-bill report so you can check invoices for accuracy before creating them, for example, along with the ability to customize the invoice layout. A big item for us as a weak point is more granularity and control over what emails go out to clients. We have a number of "just get it done" clients who don't want to see progress report, awaiting response, and other interim emails that we sometimes see slipping out of the system.

Pros

Quick learning curve. Matter of minutes to get comfortable where everything you need to access is. Highy recommended for anyone needing a ticketing system.

Pros

I love how configurable Sherpadesk is. There are dozens of functions that are available within the system that can either be turned on or turned off per instance. Our organization has 2 instances (one for IT and one for Maintenance) and we are able to configure them both to include the options that make sense for that part of the organization. The ability to create tickets from an email and communicate with users via email are my favorite features within the system.

Cons

I have not found any true "cons" to this system. We did encounter a couple of issues during our initial setup but Sherpadesk support (which is hands down the quickest and most professional support team I've ever worked with) was able to help us get through any of those initial hang ups.

Pros

Flexibility and complexities; allows multi-client, multi-organization, multi-contractor tracking with accounting.

Cons

Didn't allow multiple taxes for invoicing.
Didn't allow knowledge base to organization relationships; I want to assign specific knowledge articles to specific organizations; one or many.

Pros

The software is very easy to manage and navigate around in. I like being able to close multiple tickets at once. It is simple to set up and assign new accounts.I'm currently an administrator and use the software mon-fri and deal mostly with end users and working tickets submitted to me.

Pros

This software is very user friendly. It was easy to setup and continues to be easy to maintain. Our team has caught on quickly and we have migrated a lot of data into this puppy successfully.

Cons

I hate that the tickets don't recognize urls in the body as clickable links. It's not that difficult to incorporate so I have to assume that it is considered a "security feature." If that is true, then allow us to click a checkbox to allow/deny the function.

Pros

There are a lot of options we haven't used yet. I don't make the final decisions but can see on your site there are many options to choose from

Cons

Very user friendly, Will have to use it more for a more educated review. There are always flaws that can be fixed but to early for me to know what they are.

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.

Pros

Great to know someone knows...eases the anxiety of others :) I like sherpadesk. I believe that there is more to learn and know to really make it work for a school district. It is good to know that a request has been made and is shifted (hopefully) to the appropriate party to get the ball rolling to complete a request.

Cons

Need to know if I'm suppose to select where to send request.. but most cons have to be with user/admin side...

Advice to Others

Yes, give it a try!

Pros

As a facilities department in a school district, we have many needs from transferring work order tickets, internally and externally, responding with notes and pictures and custom reporting. SherpaDesk enables all of this on both desktop and mobile versions. The customer support is amazing.

Cons

While the reporting is robust, it is not always intuitive. It would be nice to have the non-technical names for each field. That said, once you figure it out, it works.