BOSSDesk

Avantages

The ability to login to Support Central from anywhere at anytime and process tickets is something that we cannot live without in the new COVID19 world. We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it. The Dashboard area allows for the creation of widgets to monitor ticket assignments, counts and more on the fly. We utilize routing, templates and automatic responses to make sure support issues are addressed as quick as possible.

Inconvénients

We are very pleased with the product. The only recommendation that I have is for them to invest in a training and tutorial area for technicians to easily reference to learn of new features or to learn about how to get the most out of the product.

Avantages

The customer support is excellent. The team gets to know the needs and goals of your organization and department and works to help you achieve your support vision.

Inconvénients

I would like to see updates to the Knowledge Base portion of the application

Alternatives envisagées 

Pourquoi passer à BOSSDesk

Avantages

The asset management portion is the best part of this ticketing system. The integration with AD and use of the Remote Agent make it easy to maintain inventory. The UI is better than some of the other ticketing systems I've used.

Inconvénients

This ticketing system seems like it's still beta software. Many features available in other standard ticketing systems are not available in this. Only recently have they added time sheets, routing rules, and triggers. The reporting is poor as well with little options for custom reports.

Avantages

BOSS is a good IT ticketing system at a great price. Also good at managing my computer inventory.

Inconvénients

When merging on prem. with cloud systems, I lost some functionality.

Avantages

The ease of use and being able to setup templates sped up my workflow

Inconvénients

had issue migrating from old system as some things just did not come over.

Avantages

Easy input for tickets. I also like the TASK tickets that can be put in for others.

Inconvénients

When you add a private comment and there is a watcher on the ticket, they cannot see the comment.

Avantages

The Ease of use and the responsiveness of the support team.

Inconvénients

I really don't have anything bad to say about the software.

Avantages

I love the functionality of BOSS and having to have the flexibility to create your own work flows and service requests that are Taylor made for your organization

Inconvénients

It doesn’t have the HP warranty information

Avantages

BOSSDesk is an all encompassing help desk tool. There are so many features and tools to ensure that our requests and tickets are expertly organized and stored.
Going to OnPrem has given us even faster performance.

Inconvénients

There are always learning curves when going to a different version of any system, but after moving to OnPrem, there are sooo many more settings and filters that need to be set for proper viewing. After getting those figured out, we were back in business.

Avantages

We currently use the hosted version of BossDesk and it has worked very well. We can log in from anywhere and there is also an app for our phones. The UI is customizable with few limitations. The reporting functions are good. Inventory management (which we are just starting to use) is pretty good also, with APIs for Dell and Lenovo. The ticketing system is the "bread and butter" it works well and has decent workflow options.

Inconvénients

We wish the "customer" UI was a little more customizable so we could add some info and change the sizing but that is not a deal breaker.

Avantages

The ability to help users with their technical needs through a ticket management system.

Inconvénients

Thus far there is nothing. BossDesk has everything you could possibly need to work for you and your organization.

Avantages

Fast, easy and intuitive! I really enjoy using this product for managing my tickets.

Inconvénients

The knowledge base functions aren't as robust as I would like, but still very functional.

Avantages

Ticketing system helps keep our chaos under control.

Inconvénients

Nothing. Any issues were quickly addressed and resolved.

Avantages

Some of the most impactful features are the Incident Management tools and Email Settings.

Inconvénients

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our users.

Avantages

The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful. There are a lot of features associated with BossDesk that allow you to feed into the application with email or Google, and this has proven to be a game changer for us. We can create a "comment" in a Google doc and use the Boss postbox feature to create a ticket off of this comment. We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.

Inconvénients

BossDesk has a dashboard with widgets that display ticket counts and allows you to open a view of those tickets - I wish it could use "custom" fields from the service requests to create dashboard items. Also, management would like to see more reporting features. All in all, still not too much downside to BossDesk.

Avantages

BOSSDESK is easy to utilize not just for administrators for our end users as well. It also provides reports to identify areas of improvement throughout our company.

Inconvénients

Providing more reports automatically after we set them up would be a time saver but depends on the product your company has. We are in the process of updating.

Avantages

The product is easy to use compared to Matrix42 that another company I used to work from.

Inconvénients

Would like a feature when users start creating tickets, they get a list of Knowledge Base articles that they it might help them.

Avantages

Customer support is fantastic. They are quick and usually resolve issues very quickly.

Inconvénients

Nothing comes to mind with this with me not liking this product. All is great.

Avantages

Simplicity of submitting and reviewing work orders and queues, seeing subordinate work orders under master work orders

Inconvénients

Data Report building and lack of ease of customization without Administrative access, slowness of viewing different screens.

Avantages

The software does exactly what we need. Great ticketing system, combined with very good inventory control tools. Very robust reporting.
My favorite aspect of working with BOSS is the fact that they remain flexible in adding features and functionality based in customer feedback and do so relatively quickly.

Inconvénients

Have no concerns - it meets our needs perfectly.

Avantages

This product works pretty well and is very easy to configure and maintain.

Inconvénients

The user interface used to look a little outdated in their previous versions, but their latest version looks a lot better.

Avantages

Love the ability to create electronic forms that automatically generate Support tickets based on different fields on the form. Really a time saver for IT staff!

Inconvénients

The Reporting tools and Survey capture/reporting could be better.

Avantages

Quickly write a ticket and assign it. Distributes with ease on 3 platforms. Support is very responsive and they've always helped me. Looking forward to the new web version. I hope to set it up with an ITIL theme. Very reasonably priced. Lots of webinars.

Inconvénients

Someone in my organization designed the hierarchy before I got here and I would have done it differently. Will correct it when mapping to the new version. Had to learn SQL to get the kind of reports that I wanted.

Avantages

Superior customer service along with a solid, well-supported application

Inconvénients

They need to improve their communication of new features and functions.

Avantages

Simple integration and get data/reports from.

Inconvénients

Would like to get more date from the notes in reports, meaning the ability to pull time from an individual agent in multiple tickets though out a day/week.