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SherpaDesk

SherpaDesk

Overview

What is SherpaDesk?

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

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Recent Reviews

TrustRadius Insights

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

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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
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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
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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%
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Comparisons

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Reviews and Ratings

(9)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users have had an excellent overall experience with SherpaDesk, highlighting the helpfulness of their support and sales teams throughout the process. SherpaDesk is commonly used by small IT departments to manage incoming tickets and ensure that none are lost in mailboxes. It provides a seamless ticket system that works straight out of the box, allowing users to keep track of time spent on each incident and receive alerts for aging tickets. SherpaDesk simplifies the ticketing process and improves collaboration between administrators and end users, making it essential for staying organized and ensuring nothing is missed. Additionally, it helps users in IT departments assist students and professors with IT issues. The software also solves project management and SLA management problems that previous PSA systems were missing. Users praise SherpaDesk for its efficiency in addressing and fixing real-time issues immediately. They appreciate the simplicity of SherpaDesk, as it works quickly out of the box without unnecessary complexities. Its cost-effectiveness makes it a suitable solution for smaller businesses and organizations. SherpaDesk offers various functionalities such as action ticketing, password storage, and remote troubleshooting of software and security problems. It helps users keep track of issues, organize support requests, plan for necessary materials and parts needed for tasks, track work orders, monitor progress on projects, measure response times for repair requests, achieve SLAs, manage multiple technicians and tiers of tickets, track incidents system-wide, provide real-time access to information, cut down on calls and emails through FAQs, handle support requests for membership sites, create tickets via email, generate reports on response times and billing, improve customer satisfaction by tracking service calls across multiple clients and locations, address project management needs while prioritizing IT issues campus-wide as an IT ticketing system. Sherpa Desk is also appreciated by freelance ERP software consultants for its flexible reporting capabilities. Additionally, it has been successfully implemented by Cavern Technologies to improve customer satisfaction results in their underground co-location facility. Furthermore, Sherpa Desk integrates well with QuickBooks, allowing users to send invoices with just two clicks from a ticket. While some functions may have minor issues, users find the support team helpful in resolving any encountered problems. Overall, Sherpa Desk has proven to be a reliable and versatile tool for managing IT support and improving efficiency in various business settings.

Clean and intuitive interface: Users find SherpaDesk to be easy to use for both end users and technicians. The interface is clean, modern, and intuitive, making it easy to navigate and interact with the software. Some reviewers appreciate the simplicity and full-featured nature of the user interface, which helps them easily manage their tickets and tasks.

Responsive support team: The support from SherpaDesk is highly praised by users. Reviewers mention that the support team is quick to respond and addresses queries and issues promptly. Many users appreciate the responsiveness and helpfulness of the support team, as they feel that their suggestions and questions are taken seriously.

Integration capabilities: Users highlight the integration capabilities of SherpaDesk. The software seamlessly integrates with other platforms such as Quickbooks, Freshbooks, and NinjaRMM, allowing for efficient management of accounts, expenses, and invoices. Several reviewers appreciate the ease of syncing data between different systems, reducing manual work and streamlining processes for better productivity.

Overpriced Add-Ons: Some users have found the add-ons, such as the custom domain feature, to be excessively expensive. They feel that the pricing for these additional features does not provide a good value.

Limited Customization Options: Users expressed a desire for more customization options for the appearance of the portal. They believe that having more choices and flexibility in customizing their portal would enhance their overall experience with SherpaDesk.

Steep Learning Curve: Several reviewers mentioned that they have faced difficulties in learning how to use SherpaDesk, especially when transitioning from a simpler system. They have found it challenging to adapt to the new interface and features, which has resulted in a steep learning curve.

Users recommend trying out the free version of the software for IT admins to get a feel for the product before committing to a paid version.

Reviewers suggest exploring the software's features in detail to fully leverage its capabilities. Taking the time to understand all the functionalities and options available can greatly enhance the experience and efficiency of using the software.

Customers advise reaching out to customer support for assistance when facing any issues or difficulties with the software. The support team is responsive and helpful, providing timely solutions and guidance to resolve any concerns that may arise during usage.

Reviews

(1-3 of 3)
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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
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