Skip to main content
TrustRadius
SherpaDesk

SherpaDesk

Overview

What is SherpaDesk?

SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.

Read more
Recent Reviews

TrustRadius Insights

Users have had an excellent overall experience with SherpaDesk, highlighting the helpfulness of their support and sales teams throughout …
Continue reading

Happy with it

9 out of 10
February 01, 2017
As a freelance ERP software consultant I've been using Sherpadesk for four months and I can say I'm very happy with the service. It can …
Continue reading
Read all reviews
Return to navigation

Pricing

View all pricing

1st Tech Free

$0

Cloud
per agent

Adventure Package

$39

Cloud
per agent

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.sherpadesk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Product Demos

SherpaDesk PSA & MSP Software: How To Add Users Location Via LDAP

YouTube

SherpaDesk Team Calendar Tool Demo

YouTube

SherpaDesk Smarter Contracting Feature

YouTube

SherpaDesk - Boston New Technology Startup Demo #BNT71

YouTube
Return to navigation

Product Details

What is SherpaDesk?

SherpaDesk is a complete solution for companies to manage customer support issues, capture billable time and monitor their projects' profitability.  The vendor says the mobile application is the perfect solution for any organizations who have techs in the field to log all of their time and enter their expenses. The vendor’s value proposition is that SherpaDesk allows organizations to capture all billable time and expenses and easily assign these to customer projects. This in turn allows instant updates on all of the organization's projects and profitability.


SherpaDesk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: Email support
  • Supported: Help Desk CRM integration

Additional Features

  • Supported: Time Tracking
  • Supported: Custom Rate Plans
  • Supported: Project Management
  • Supported: Asset Management
  • Supported: Task Assignments

SherpaDesk Screenshots

Screenshot of Techs get instant access to what needs to be done and how they are performing against their teamScreenshot of Manage all open tickets and sort by priority on what needs to be completed firstScreenshot of Track and enter all billable and non-billable timeScreenshot of Review project progress and profitabilityScreenshot of Create flexible rate plans and compile invoices that can be sent out through QuickBooks or FreshBooks integrationsScreenshot of Update customer requests, add time and expenses remotely

SherpaDesk Videos

Go beyond using email for your customer support with SherpaDesk. Your personal guide to awesome customer support.
Track and manage your customer support in one simple solution

SherpaDesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.

Zendesk Suite, ConnectWise PSA, and Datto Autotask PSA are common alternatives for SherpaDesk.

Reviewers rate Ticket creation and submission and Ticket response highest, with a score of 8.9.

The most common users of SherpaDesk are from Mid-sized Companies (51-1,000 employees).

SherpaDesk Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)50%
Mid-Size Companies (51-500 employees)50%
Enterprises (more than 500 employees)0%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(9)
Loading...

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
February 01, 2017

Happy with it

Cengiz Ucar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
As a freelance ERP software consultant I've been using Sherpadesk for four months and I can say I'm very happy with the service. It can create tickets via e-mail which is essential to me. It's even free for a one support account. It's possible to create a customer account/contact, support categories, custom fields, priorities, SLA, support portal, knowledge base etc. Remote assistance & live chat are also possible with a small extra charge. The system has very flexible reporting capabilities and the standard Time & Costs report works very fine for me. One drawback is that it can be somewhat slow from time to time. Last but not least it has a mobile application as well (I use Android). SherpaDesk is a full fledge support desk software and I can recommend it to anyone.
  • Can create ticket via e-mail
  • Good reporting capabilties
  • Mobile application
  • Free for one person
  • Somewhat slow sometimes
  • Android application needs improvement
[It's] well suited for cloud support applications as there's no installation or maintenance required.
Incident and problem management (3)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community
N/A
N/A
Multi-Channel Help (2)
100%
10.0
Customer portal
100%
10.0
Email support
100%
10.0
  • 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.
Score 9 out of 10
Vetted Review
Verified User
This tool has made our life much easier. I wasn't sure about SherpaDesk because there are many other options out there. The dashboard is well made, simple and easy to use. It saved us from our in-house solutions stringing together many tools. You can literally send an invoice to QuickBooks in two clicks from a ticket. Sometimes I will find a function to be a little wonky, but their support is good so I can usually get around any issues. Definitely recommended for small businesses.
  • Ticketing is very fast & easy
  • Tracking time is fast
  • Will load slow sometimes
  • Could have more knowledge base articles
[It's well suited for] small/medium sized businesses for sure. We string everything together - time tracking, ticketing, employee management, asset management, and invoicing. if you do those you should look at sherpadesk.
Incident and problem management (5)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
80%
8.0
External knowledge base
60%
6.0
Internal knowledge base
100%
10.0
Multi-Channel Help (3)
100%
10.0
Customer portal
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • 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!
When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of features that we don't need.
December 01, 2016

A newbie's perspective

Jessica Piper | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
SherpaDesk is being used campus-wide as our IT ticketing system. It addresses project management and prioritization of IT issues.
  • Easy for the end user to navigate
  • Integrates well with our Google systems
  • Has a fairly good phone app
  • 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.
It works well for our purposes.
Incident and problem management (4)
57.5%
5.8
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
50%
5.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (3)
N/A
N/A
Customer portal
N/A
N/A
Email support
N/A
N/A
Help Desk CRM integration
N/A
N/A
Adobe Acrobat DC, Google Drive, Microsoft Office
Return to navigation