#1 most frequent
United States of America
100.0%14 installations of 14
What is SherpaDesk?
SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.
Categories & Use Cases
Media
1 / 6
Screenshot of Techs get instant access to what needs to be done and how they are performing against their team
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Areas for Improvement
Ticket response
Agents can easily follow up with customers.
Category average: 8.7
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.
Category average: 7.9
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
Who Buys & Uses SherpaDesk
Happy with it
Pros
- Can create ticket via e-mail
- Good reporting capabilties
- Mobile application
- Free for one person
Cons
- Somewhat slow sometimes
- Android application needs improvement
Return on Investment
- As a single freelance consultant Sherpadesk has exceptional ROI because it's free but if my company had more support people I would definetly go with SherpaDesk again.
A newbie's perspective
Pros
- Easy for the end user to navigate
- Integrates well with our Google systems
- Has a fairly good phone app
Cons
- Its ability to switch between tickets, assets, etc., is a little clunky. A static menu bar would be helpful.
- The ability to see the latest update in the ticket view.
Other Software Used
Adobe Acrobat DC, Google Drive, Microsoft Office
SherpaDesk is good. Our team just feels happier
Pros
- Ticketing is very fast & easy
- Tracking time is fast
Cons
- Will load slow sometimes
- Could have more knowledge base articles
Return on Investment
- Literally stress levels are so much lower, just doing the day to day feels awesome. Grateful.
- I am not CEO of our company, but since tracking time is so much easier I am sure we are making more money.
- More time for new business!
Alternatives Considered
Autotask
Other Software Used
QuickBooks Online
