Name: BOSSDesk
Price: 19 USD
Author: BOSS Solutions

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

PHP Frameworks

Development

Business Intelligence (BI)

Collaboration

Manufacturing Execution

Payment Facilitation

Quality Management

Enterprise

Accounting

Blockchain Payments

Merger and Acquisition

Payment Hubs

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

Bot Mitigation

Cloud Storage

Container Security

Data Center Outsourcing (Canada)

Data Center Power

Data Replication

Endpoint Security

Firewall

Fraud Detection

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Mobile Data Security

Network Performance Monitoring

Network Troubleshooting

SQL Server Performance Monitoring

Scale-Out Storage

Secure Access Control

Smart Contracts

Testing Services

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Grant Management Software

IP Geolocation

Marketing Attribution

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Sales Dialer

Sales Training

Sales

Data-Centric Audit Protection (DCAP)

Security

Aviation

Emergency Notification

Fleet Maintenance

Hospital Management

Hotel Management

Retail Analytics

Revenue Cycle Management (RCM)

Shipping

Veterinary

Warranty Management

Vertical-Specific

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### Ticket Management
Users generally praise BOSSDesk for its efficient ticket management capabilities. The system's ability to streamline the process of assigning and tracking tickets has been highlighted as a key strength by many reviewers. While some users have suggested improvements such as integrating a feature to suggest relevant Knowledge Base articles when creating tickets, overall, the consensus is that BOSSDesk's ticket management functionality greatly enhances the efficiency of customer support and internal operations.

### Customer Support
Users consistently praise BOSSDesk for its exceptional customer support and ticketing system. The majority of reviewers highlight the responsiveness and care shown by the support staff, emphasizing the ease of setup and troubleshooting processes. Customers appreciate the continuous improvements made by the BOSS team over the years, indicating a strong commitment to providing great customer service. While some users suggest the need for additional features in report exporting, the overall sentiment leans towards positive experiences with the customer support provided by BOSSDesk.

### Service Request Handling
Users universally praise BOSSDesk's service request handling efficiency. The platform's intuitive user interface and comprehensive features make it easy for employees to log incidents and service requests. The integration and automation capabilities, coupled with the SaaS solution, enable users to create service requests from multiple avenues and access tickets and inventory from any location or device. Real-time updates and field tech communication further enhance the service request handling process, ensuring timely resolution of customer issues.

### Asset Management
Users consistently praise BOSSDesk's asset management capabilities. The integration with Active Directory and the Remote Agent feature are highlighted as key strengths, simplifying inventory maintenance. The user-friendly interface and the ability to generate detailed reports are also commended. Despite some minor inconveniences reported post-upgrade, the overall sentiment leans towards BOSSDesk being a reliable asset management solution that enhances tracking and managing inventory efficiently.

### Incident and Issue Tracking
Users consistently praise BOSSDesk's incident and issue tracking capabilities. They highlight the ease of tracking problems down to specific customers or devices, making problem management a straightforward process. The platform's asset management features are commended for streamlining incident resolution and service requests. Additionally, users appreciate the intuitive user interface that simplifies the logging of incidents and service requests, enhancing overall operational efficiency.

BOSSDesk has proven to be an invaluable helpdesk solution for organizations in tracking and resolving customer queries, assigning tickets, and reducing workload. Users have found it to be an efficient internally ticketing tool, allowing them to raise tickets for every customer query and assign them to respective workers for priority resolution. The software has been effective in helping employees manage their daily schedules by assigning tickets and tracking the current status of queries. Its user-friendly interface makes it easy to create and track tickets until a solution is reached, resulting in improved customer and employee support.

Customers have utilized BOSSDesk primarily for helpdesk ticket management, tracking tickets, and providing support to both customers and employees. It has proven particularly useful in resolving tickets related to networking and different cybersecurity products, ensuring timely support through time entries and knowledge base documents. Moreover, the software facilitates logging incidents and service requests, providing proper visibility of work and allowing users to track their activities and manage support from one consolidated console.

Users have had positive experiences with BOSSDesk, emphasizing its ease of navigation, management capabilities, and the fast and friendly support provided by the responsive team at BOSS Solutions. The reliability and stability of the software make it a trusted tool for organizations, offering necessary features to meet users' needs effectively. Additionally, BOSSDesk has contributed significantly to process improvements within organizations by providing capabilities, flexibility, adaptability, and ease of use. It assists in keeping track of helpdesk tickets, improving team organization, and enabling efficient searching of resolved issues in the database.

In addition to its helpdesk functionalities, BOSSDesk has been implemented for inventory management purposes as well. Users have successfully utilized the software for asset allocation and centralizing inventory in one location. This centralized approach has resulted in better organization and workflow processes within organizations.

Alongside its robust features, BOSS Solutions' customer support has received high praise from users. Staff members are highly regarded for their friendliness, helpfulness, and responsiveness in troubleshooting and resolving issues. This responsive support has enhanced the overall user experience and contributed to the success of implementing BOSSDesk within organizations.

Essential

Professional

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Growth

Free

BOSSDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

BOSS Solutions

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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