SherpaDesk Software

4.79 / 5 (53)

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 users to connect SherpaDesk with applications like FreshBooks, Office 365, QuickBooks and Google Marketplace.

SherpaDesk enables organizations to track customer service issues, capture billable time and manage a project’s profitability. It can be purchased per user per month.



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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

53 Reviews of SherpaDesk

Average User Ratings

Overall

4.79 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(42)

4 stars

(11)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 53 reviews

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November 2018

Peter from University of St Andrews

Company Size: 501-1,000 employees

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.

September 2017

Doug

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.

March 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

4.0

Functionality

4.0

March 2018

Decent ticketing system with a lot of functionality

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.

July 2017

John from consulting and information technology

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.

April 2019

Mary from My Author Home/Charmed Chicken

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2019

Robust Software

I really want to like this software and I think I'm going to be very pleased with it once I stick with it. However, the lack of clear "this is what you do to get started" leaves the user feeling a little overwhelmed.

Pros

I like the slate of features as well as the pricing. It looks like a great solution to incorporating a help desk as well as time tracking/invoice and will replace two different software solutions.

Cons

It is not intuitive to setup and the help guides could use improvement. I am going to have to dig in to fully use the software, and having only "setup videos" hampers those with limited internet options such as rural customers.

Response from SherpaDesk of

Replied May 2019

Thanks for checking us out Mary! We are working on getting more self help articles out along with some more setup videos. The system has changed a lot over the last few months and some articles have already been dates. We know this is an issue for new users :( HOWEVER! Please feel free to send us questions at anytime to support@sherpadesk.com. We are quick to get back with you. You can also sign up for our weekly demo and talk directly with a product specialist on any questions you may have https://www.sherpadesk.com/book-a-demo

May 2016

Micah from The Chattanooga Times Free Press

Company Size: 201-500 employees

Review Source: GetApp


Value for money

5.0

May 2016

Simple, powerful ticketing

If you're looking for a good web-based ticketing solution SherpaDesk deserves a look. It is straightforward and simple, and has been a great solution for us. If you use it for it's intended purpose, it is robust enough to do an excellent job and yet simple enough to have a very short learning curve.

Pros

Easy to understand for techs; good presentation of information in dashboards; It does what it is supposed to do effectively and for a good price. You can get very good reporting and offers very credible tools to help a manager manage workflow.

Cons

End users still have to understand the emails. Since the bulk of IT ticket work is generated by the lower end of the user base, easier to understand discussion chains would be nice. I haven't seen anyone really do it better - the time/date stamps make it easy for me, but I'm not at the low end of the user base (at least I like to think I'm not).

February 2016

Brent from Cavern Technologies

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

February 2016

These Guys are Awesome

Cavern is the largest underground Co-location Facility in the world. A few years ago our customer satisfaction survey revealed that traditional Ticketing System was an process with room to improve. Since migrating to SherpaDesk we have received A+ on our customer satisfaction results including our ticketing system. In fact, a few of our 120+ clients have decided to use it along with other Sherpa Products and each one has told me personally that they love it! Note, recommendations from me are hard to come by but the Sherpa Team has earned this one. Feel free to reach out directly with any questions. Brent Jeffries- Cavern Technologies

Pros

Ease of use for clients.
Reporting and tracking are simple with a very small learning curve. If there is a report you are looking for, they will gladly help as they realize others may be looking for the same thing.
This is a well refined SaaS solution.

Cons

N/A, I don't have any complaints or areas I wish were improved.

November 2018

Bjoern from Complete Connection Consulting LLC

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2018

Great ticketing platform without the big price tag

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

July 2018

Ray from Erie Insurance Arena

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

July 2018

A simple work order system that helps keep the organization on track

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.

January 2018

Eric from Scott County School District 2

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2018

The best helpdesk system for education enterprises

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.

February 2018

David from Information Technology

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Functionality

4.0

February 2018

Very Sharp Product with Many Easy-to-Use Features

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.

March 2018

Chris

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality