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

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 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

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 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

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

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

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

I love how easy it is to search closed tickets for information.

Inconvénients

At times it can be difficult to configure the filters.

Avantages

It's Scalability, price, quick response from the support team.

Inconvénients

N/A - I can't think of one disklike of about tool.

Avantages

The speed and fluidity. That was a big thing for us moving from our last system - it was slow and clunky when trying to manage the smallest bits of information. BossDesk performance has never dropped or slowed throughout our integration process.

Inconvénients

Not much, but sometimes, it does feel a little lightweight. However, every week, more and more features are being added, so I do not think that that will be an issue three years from now.

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

Good support and good for the cost ticketing system

Inconvénients

That it requires a linux vm and a windows vm to run the on-premise deployment

Avantages

The portability and mobility of the platform are outstanding. The tools are integrated seamlessly. Each module is highly functional and makes service ticket resolution simple. Seasoned staff and new staff rarely struggle with the software. We have integrated the tool with many unconventional software applications and we allow outside vendors to interact with the platform as well.

Inconvénients

We have very few issues with the product. It works as intended and the solution and they adds functionality often.

Avantages

Customization and organization

Inconvénients

At times it the UI could seem a bit crowded.

Avantages

The Company behind it. We have had this product for over 15 years. Any time we have a product need or suggestion we only have to reach out and they listen to our requests. Within a short period of time we find our request available in the product

Inconvénients

None so far, I have nothing to report in this field, but it is mandatory :/

Avantages

the alerts system is really good. The dashboard is adaptive. the overall performance of BossDesk is also good.

Inconvénients

The refresh problem is there. I find it little frustrating.

Avantages

Ease of use and configuration. It is easy to manage tickets, users and agents in the solution.

Inconvénients

Support provided by the vendor is not up to the mark and requires improvement. Moreover certain features are missing/needs improvement. Reporting needs to be improved a lot as the reports are broken

Avantages

Was extremely easy to implement and set up. Training and the migration process was simple and took no time to adapt. Boss support responds very fast and handles your problem(s) professionally and quickly. From an administrative standpoint, ticket tracking and handling cannot get any easier.

Inconvénients

Would like the ability for the end user to have the option to close out the ticket themselves once the problem is solved/fixed.

Alternatives envisagées 

Avantages

I like how easy this software is to use. Not only for the administrators, but the end users as well.

Inconvénients

I am currently satisfied with how the software is working, it has met our needs allowing the IT department to provide services to the other departments.

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.