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What Is BOSSDesk?

BOSSDesk a fully integrated ITIL based Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise. It incorporates capabilities for ensuring a productive and efficient remote work experience with an award winning user-friendly interface and a powerful Service Catalog. BOSSDesk has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support.

Who Uses BOSSDesk?

BOSS helps government, education, finance , healthcare and any organization that is looking to implement modern Help Desk ticketing, Service Desk, Service Delivery and IT Service Management .

BOSSDesk Software - Customizable Dashboard
BOSSDesk Software - Service Catalog
BOSSDesk Software - User Settings
BOSSDesk Software - Tickets, Routing
BOSSDesk Software - Incident Management

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Reviews of BOSSDesk

Average score

Overall
4.6
Ease of Use
4.5
Customer Service
4.8
Features
4.4
Value for Money
4.7

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
65%
4
34%
3
2%
William
William
I.T. Support Specialist Supervisor in US
Verified LinkedIn User
Utilities, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

BOSS Support Central - A Remote Support Must Have!

5.0 4 years ago

Comments: We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime that we have identified an issue, [SENSITIVE CONTENT HIDDEN] has been available to troubleshoot and report bugs to have it fixed in their next software release. They appreciate feedback and work to keep their product up to date.

Pros:

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.

Cons:

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.

Le’Don
Desktop Administrator in US
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

BOSS Desk Review

5.0 2 weeks ago New

Comments: It has been great overall the customer support is very responsive and they are very helpful

Pros:

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

Cons:

It doesn’t have the HP warranty information

Joshua
Help Desk Supervisor in US
Government Administration, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Beta Ticketing System

3.0 3 years ago

Comments: Support is sub par. I've worked with one of their high tier support agents to fix an issue with site agent. They ended up suggesting we upgrade the site agent to 2.0. I asked specifically if we need to back up any configurations before we do that and was told no that it should carry over. After the upgrade, none of the syncing configurations carried over. The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase. I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI." I told them I have an n/a option as a CI item and want my techs to have to fill that in. This went no where.

Pros:

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.

Cons:

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.

BOSS Solutions Response

3 years ago

Customer satisfaction is our priority and ensuring every customer is happy with our solution is of utmost importance to us. We thank the reviewer for posting his comments and have since discussed the issues in detail with the customer and come up with an action plan to resolve the issues raised. We should note that the features mentioned by the reviewer who is relatively a new user have been available in our solution for several years and our solutions have been performing as expected for our customers. Our solution has advanced capabilities to match most of the competing systems in this market space. We pride ourselves on providing excellent customer support and will work with the reviewer to take corrective action to address any outstanding support issues. We are committed to ensuring that our solutions bring value to our customers and every single user is satisfied.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

A Great Product

5.0 2 weeks ago New

Pros:

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

Cons:

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

Chris
Service Desk Manager in US
Education Management, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Great Product!

5.0 2 weeks ago New

Pros:

BOSSDesk is very user friendly. From an administrative aspect it is very easy to user and configure for multiple differing roles and functions within an organization.

Cons:

Initially reporting was not as robust but they have steadily worked to improve this within the product and are offering other alternatives for reporting and dashboard creation.