BOSSDesk

Pros: Overall, I’ve had a pretty positive experience. The ticketing system is straightforward and doesn’t feel overly complicated like some other ITSM tools I’ve tried. It’s easy to track requests, assign tickets, and monitor response times. The workflow customization is a big plus we were able to adjust categories, priorities, and SLAs to match how our team actually works. As for training, it was surprisingly smooth. The sessions were practical and focused on real scenarios instead of just walking through features. Within a short time, most of our team felt comfortable navigating the system. The learning curve isn’t bad at all for day-to-day tasks, though some of the more advanced automation features took a bit longer to fully understand. If I had to point out a downside, I’d say the interface isn’t the most modern-looking compared to some newer platforms, but it definitely gets the job done.

Cons: Interface feels dated and advanced features take time to fully configure and reporting is limited ok

Pros: We like the ease of being able to configure the menus and forms. The ability to use LDAP makes it much easier for the end user to log in and create and check status on tickets.

Cons: Sometimes it is hard to find the area you are wanting to edit. There are many menus which must be drilled down into to find the correct menu.

Pros: The categorization of the ticket information and time management. Ability to search old/closed tickets by keywords.

Cons: There is a little bit of a learning curve when setting up groups and templates. Wish there was a bit more documentation on configurating groups and templates.

Pros: Ease of use. Organizes our tasks and tickets. Makes communication with employees vastly better. Automates some very basic tickets that come in regularly. Security for it is great and love the SSO feature.

Cons: the search function. When searching for a particular ticket we sometimes have issues finding them. Would like to have a search field for the employee that entered the ticket where we could just select that employee from a list.

Pros: The value is there if you are willing to put in the time to put it together. Don’t get me wrong — the out-of-the-box BOSSDesk is great, but it will need some customizing to fit your organization. The help desk is always helpful and will make improvements to make things more efficient.

Cons: The biggest con is the reporting — not that it isn’t there, but that it lacks power and customization. Our organization likes to use that data for budgets and downtime statistics, and BOSSDesk doesn’t make it easy to extract.

Pros: It works and rarely do we have to call support. When we do have a call or discussion the team is ready to help

Cons: Its a lesser known ticketing system so alot of RMM tools dont have native support for API. The asset management needs some improvement

Pros: ticketing process was very easy to get setup; feature set was loaded with tools we do use such as asset mgmt. but we might use 40% of total capabilities

Cons: pricing was a little high; some updates needed more updates and resulted int some downtime or lag :)

Pros: Bossdesk was very easy to implement, setup and get running. It allowed us to configure the ticketing system to meet our specific needs for our radiology practice.

Cons: Honestly, the only con I can think of is the need for some updated support documents, but their support staff answers any questions I have in a very timely manner so we're not stuck without the support documents.

Pros: BOSSDesk allows management of a variety of workflows. Its simple process enables customers to notify agents of requests along with asset tracking.

Cons: The thing I like least about BOSSDesk is that the Asset are currently only IT-related assets. If this could be expanded to include and manage all assets of a business, this product would eliminate the need for many other software packages.

Pros: BOSSDesk is intuitive and easy to use for the end user. As an administrator of the system, BOSSDesk is feature rich, allowing advanced workflows and functions.

Cons: Reporting capabilities within BOSSDesk were very limited when we first started using the product. They have since expended on some of their canned reports, but more importantly, they are working to integrate reporting access by using Power BI to allow development of your own reports.

Pros: BOSSDESK helps keep my work organized and up to date. It serves as my workorders for each daily task, and keeps a running track of all the devices I repair for every user and client we have in our school system.

Cons: Their isn't much that I dislike, but to be able to put a spreadsheet in and it be formatted in wordwrap instead of display charaters in a long vertical view and display in a horizontal view would be more helpful.

Pros: The product does exactly what we need it to do...comprehensive ticket management, IT asset management, change management, integration with Entra ID/Azure, tasks, etc.

Cons: Not applicable. Features are being added, improved and refined on a regular basis. Reference/documentation materials are also good.

Pros: I like the ability to customize ticket dashboard views. The feature set is always updating. Having a knowledge base built in helps our internal staff along with our customers we serve.

Cons: I'd like to see the mobile app become easier to use. IOS app can be a little cumbersome to navigate through.

Pros: The effortless management of tickets, the robust security of it, the fact that you can modify and adjust features to your needs. Value for money is ideal for the work that you can do on it. The deployment is simple and with BOSSDesk, you can learn new skills being able to provide administrators and users with a positive learning curve.

Cons: They should be able to inform more accurately when a ticket is about to go out of SLA. Setting up personalised alerts would be ideal.

Pros: User-Friendly Interface – Clean dashboards and intuitive navigation. ITIL Alignment – Processes for incident, problem, and change management that align with ITIL best practices.

Cons: Customization – The ability to tailor forms, workflows, and automations to specific organizational needs. Service Catalog – An organized and accessible catalog for users to request services or report issues.

Pros: Very user friendly and can customize to each our organizations needs as well as customization by departments

Cons: At this moment nothing. Everything has been great. From building, with our rep to the user experience.

Pros: What I liked most about BOSSDesk was the AI feature along with the wide range of customization options available.

Cons: What I liked least about BOSSDesk is that it does not offer much integration with our existing tools like Asana.

Pros: The ticket system feature is great and they have really expanded the options when creating tickets and managing the workflow of it all

Cons: The Warranty integrations for Dell and Lenovo do not work that great but it is useful from time to time.

Pros: UI is neat and straightforward. Usually pretty easy to find stuff. Documentation on how to use BOSSDesk is great.

Cons: Lack of integration with apps. Such as with call software to automatically create tickets for calls received by the agent etc.

Pros: It is a great product for IT tickets & monitoring the computer inventory, at a Gear price. We have been a customer since 2017 & last year was the first price increase. Which was minimal.

Cons: Ever since they combined the on-prem & cloud versions, I have lost a couple of minor functionalities. Nothing major, just a minor inconvenience.

Pros: BOSSDesk is a sleek, focused ITSM-centric platform that gets the job done. Support is quick and knowledgeable. The development team is continuously rolling out new features at a fantastic pace, and they even built a new API to assist us in migrating from our legacy platform. They take their customers' input seriously and truly aim to please.

Cons: Still lacking some features you may find with larger enterprise service desk platforms. Documentation is less thorough than I would like. There could be more connectivity between some modules, such as software assets, contracts, and ticketing. Reporting could be more robust and customizable.

Pros: I appreciate their responsiveness to customer feedback and offer personalized sessions to help both new and existing customers tailor the application to their needs.

Cons: I wish they offered a BOSSDesk Admin certification to demonstrate an individual's knowledge and skills in designing and managing the application. Perhaps it could be free for long-standing customers and DBAs.

Pros: Simple straight forward entries. The way the tickets are created, maintained, resolved and closed and managed.

Cons: Can have a better Graphical User Interface. Could have a better report generator with simple custom reports.