BOSSDesk

BossDesk is a good software for companies needing to manage their tickets

Pros:

Really enjoy the ease of use and creation of service items and workflow routing. You can build workflows from a lot of different ticket attributes which allows for lots of customization in specific ticket routing.

Cons:

During our business processes moving more towards ITIL guidelines, there wasn't a lot of ways for us to move our processes into more ITIL frameworks.

BOSSDesk a win/win cost effective service desk management system

Pros:

The ease of use on this application can not be stressed enough. After initial setup, the application can be as simple or complex as you need for a range of uses. The team at BOSS really strives to help you get your needed setup.

Cons:

The only flaws I have seen are occasionally having software or hardware system issues, however, BOSS support is quick to respond and usually resolves faster than any other software vendor I have dealt with.

Technology Specialist

Comments: It's a great product for inventory and work orders. I'm not really impressed about the reports or how the work orders print. I really like how it works with AD to pull in MS equipment.

A good helpdesk solution for any size workplace.

Comments: So far, we have a good experience with the product and plan on continuing to use it for the foreseeable future.

Pros:

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.

Cons:

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.

Holt of California BOSSDesk Review

Comments: Great, the support is fantastic and they are constantly added new features and improvements

Pros:

The Service Catalog and the ability to schedule tickets. The ability to send customized emails as well

Cons:

No ability to have tickets pre-selected with options that users can then change if needed

Henry County BOC BOSSDesk Survey

Comments: They have exceptional customer service, are quick to respond, and overall extremely attentive.

Pros:

I am most impressed with the ability to handle change management processes.

Cons:

N/A. We have changes we need to make for ourselves to get full use of the BOSSDesk product.

Ease of use and flexibility.

Comments: Easy to use.
We love the plasticity of the product, allowing us to custom tailor it to our needs.

Pros:

What I like most is its ease of use. Being able to quickly find what I need and when I needed has been a game changer.

Cons:

Thinks I previously did not find on the software have been seen updated.

BOSSDesk, Nothing But Best

Comments: My overall experiences with BOSSDesk has been wonderful during the time. We didn't get an upgrade until the Summer of 2024. I am retiring and haven't had the chance to really work with BOSSDesk. The time I worked with this upgrade, it has been very good for our Municipal Government.

Pros:

This software helps the Service Desk to keep up the problems that the end users are having. It is equipped to run reports to keep up the problems that are occurring every cycle. It is storage software that keeps up with data when a user stated we didn't assist them and we have the information in the ticket on the steps with assisted with the user. I recommend this software to any company.

Cons:

There are nothing least about this software. I didn't stay longer enough to use the upgrade of this software.

Long Standing Satisfied Customer

Comments: I have used it for over 12 years at two different locations. My staff love it. I love it and the users seem to love it.

Pros:

Ease of use. ITIL Structure. Various modules. Customer Service.

Cons:

They haven't really delved into AI or Bots to provide voice responses when tickets are entered.

Great Product

Comments: Wonderful. We are able to track projects, task and inventory at ease.

Pros:

The ease of use and simplicity of the system.

Cons:

None, because the BOSS staff listen to the users' recommendations

Customizable to Fit Your Needs

Pros:

The BOSS Support team has always listened to our feedback and implemented changes that we suggest, or found an existing feature that met our needs.

Cons:

The settings screen is a bit busy and it can be difficult to find certain configuration items.

BossDesk Review 11-2024

Pros:

Ease of install and configuration. Very versatile to match the needs of organization.

Cons:

None that I can think about at this time.

Keep your Help Desk in Order

Comments: Great team that is easy to contact.

Pros:

Ticketing system helps keep our chaos under control.

Cons:

Nothing. Any issues were quickly addressed and resolved.

BossDesk Review

Pros:

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

Cons:

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

Always can find new ways to leverage BossDesk to do more.

Comments: BossDesk is providing us with a solid ticketing system. The additional features like being able to turn emails into tickets makes this product very useful.

Pros:

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.

Cons:

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.

BOSSDesk Review

Comments: We have had nothing but a very good experience with BOSSDesk. Easy to navigate, easy to manage, and if need help from BOSS they have a very fast responsive team who are very friendly and knowledgeable.

Pros:

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.

Cons:

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.

BossDesk is really a good ticketing tool.

Comments: While talking about overall performance, Bossdesk is really a good ticketing tool. with some improvisations it could be the best solution.

Pros:

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

Cons:

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

BOSSDesk ITSM Solution

Comments: Overall, BOSSDesk is good tool to manage tickets and multiple customers. SLA customisation is really handy.

Pros:

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

Cons:

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

The easiest system to setup based on your company needs

Pros:

I like the interaction you get with the software, the fact that you can customized the icons, and also the support you receive

Cons:

very basic input, needs more additions. for example project management, incident manage, and change management.

Long time BOSS user

Comments: I have been a BOSS user since the only product was DAIGwin. I have used the BOSS software at several locations and on several jobs. Each time I can honestly say that when an idea was presented from the user community, BOSS listened ad tried to implement the changes necessary to keep their software evolving.

Pros:

We implemented the helpdesk software several years ago. it has always been user friendly and the changes that have been made along the way have helped our organization.

Cons:

I am not sure that I have anything that I like least.

Support Needs

Pros:

This application is very intuitive and very customizable.

Cons:

The Role options, but those are currently being worked on to increase the flexibility in that feature.

Nice service

Pros:

When used correctly trends can be tracked.

Cons:

Not sure at this time. Maybe more user friendly

Awesome product and support staff.

Comments: We use this awesome product to manage our IT support processes to support all our employee needs.

Pros:

BOSS is comprehensive and suits our environment. We like it so much I wish our organization could use some of the features to replace functions but we are prohibited and must use our in house products. Support staff and development teams are very interactive and eager to and constantly improving the product.

Cons:

Nothing. I'm all in on this one. It is so diverse I don't think we will every utilize it all but who knows.

One of the Best Helpdesk and asset management software packages I've used

Comments: We have been a Boss customer for about a year and a half now. The software works as advertised and the Support for the product is phenomenal. No matter what we want or need changed or ask, it is promptly taken care of and handled with professionalism. I cant say enough about customer support as they are always responsive and open to new ideas and concepts on improving the product not just for us but all their customers. Our ideas and needs are always considered seriously and we have seen the product evolve and change to meet whatever needs we may have as well as anticipate future needs.

Pros:

Ease of use and customization

Cons:

Reporting is a little less than inspiring but has definitely improved and the new version coming looks much better in this regard

Reporting vise segregate an noticication

Pros:

Reporting wise it's best, more notification getting's.

Cons:

The android app should need to more user-friendly and file selection.