--- title: "SherpaDesk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SherpaDesk Software - reviews, pricing plans, popular comparisons to other Time Tracking products and more." source_url: "https://www.capterra.com/p/136172/SherpaDesk/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # SherpaDesk Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) SherpaDesk ## What is SherpaDesk? SherpaDesk is a cloud-hosted professional service automation (PSA) solution that integrates core business processes into one solution. Organizations are able to track customer service issues, capture billable & nonbillable time and monitor all of their project's profitability. SherpaDesk's mobile application is the perfect solution for any organizations who have techs in the field and need log their time and expenses. ## What is SherpaDesk used for? [IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Time and Expense](https://www.capterra.com/time-and-expense-software/)[Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 62 user reviews Reviews sentiment Positive 97% Neutral 2% Negative 2% Starting price $39 Per User, Per Month Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SherpaDesk?[Manage this product listing](https://www.g2.com/products/sherpadesk/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SherpaDesk 4.7 (62) VS. [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $39 Per User, Per Month Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (60) Ease Of Use 4.6 (792) Value For Money 4.8 (52) Value For Money 4.4 (713) Customer Service 4.8 (47) Customer Service 4.5 (745) ## SherpaDesk alternatives Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.5 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/136172/SherpaDesk/alternatives/) ## FAQs about SherpaDesk Overview ### Which roles and teams benefit most from SherpaDesk? SherpaDesk is most used by IT directors, system administrators, technology specialists, and support teams managing service requests, assets, and technician workloads. Operations managers and business owners use it to track client work and billing, while software developers and technical staff document issues, prioritize tickets, and coordinate resolutions. Answer based on 36 reviews Overview ### What company size and specific industries is SherpaDesk built for? SherpaDesk is designed for small to medium-sized businesses and personal service firms. It is built for organizations that need support for service-based operations, making it a fit for companies in professional and client-facing sectors rather than large enterprise environments. Features and Usability ### What are the key features of SherpaDesk? SherpaDesk includes core time tracking and timer functions, plus ticket management for creating, assigning, updating, and closing support requests. Email integration and email parsing let teams log billable time, notes, and ticket changes from messages. Mobile app access, automated routing, reporting/analytics, and billing & invoicing support field work and client service. Answer based on 41 reviews Pricing ### How much does it cost and what fees or limitations are included? SherpaDesk starts at $39 per user per month on the Base Camp plan, and the first agent is free. High Camp costs $49 per user per month. Both plans include a 30-day free trial, and a free version is available. Pricing reviews describe the model as straightforward and affordable. Answer based on 7 reviews Integrations ### Which third-party tools and platforms does SherpaDesk integrate with? SherpaDesk integrates with FreshBooks, Google Workspace, Microsoft Project Server Subscription Edition, NinjaOne, and QuickBooks Free. These integrations cover accounting, productivity, project management, and IT operations tools, giving SherpaDesk connections to the core platforms many teams use for billing, collaboration, scheduling, and device management. Answer based on 3 reviews Getting Started and Support ### How good is SherpaDesk customer support? SherpaDesk provides responsive customer support that helps teams during setup, reporting requests, and technical issues. Small IT providers, school departments, and service teams value the helpful guidance and product updates. Some users find the initial setup less intuitive and want clearer help documentation or more flexible customization options. Answer based on 16 reviews Getting Started and Support ### How easy is it to onboard and train a team on SherpaDesk? SherpaDesk is generally straightforward to onboard for technicians and everyday staff, who reviewers say learn the interface quickly. It offers in-person training, live online sessions, webinars, documentation, and videos. Administrators configuring customizations and teams moving from simpler ticketing systems may need more time to learn advanced features and navigation. Answer based on 18 reviews Getting Started and Support ### What customer support options does SherpaDesk offer, and how do users rate the experience? SherpaDesk offers email/help desk, FAQ/forum, knowledge base, phone support, and chat. Users generally describe support as responsive, helpful, and quick to resolve issues or implement requested changes. Some users report that setup is not intuitive and find the help guides and available setup videos insufficient for learning the system. Answer based on 29 reviews Features and Usability ### How well does SherpaDesk track service work? SherpaDesk tracks support tickets, work orders, technician time, client accounts, projects, and inventory in one system. Managed service providers and facilities teams use it to monitor open requests, measure response activity, and prepare invoices. Its mobile access and reporting also help teams record field work and review service performance. Answer based on 14 reviews ## Features AI summary Based on 5,135 Time Tracking reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) SherpaDesk supports **Ticket Management**, giving teams a clear way to track, assign, and resolve customer issues. However, it does not include **Support Ticket Management** or **Real-Time Notifications**. Instead, it offers other features that reviewers also rate highly, such as **Service Level Agreement (SLA) Management** (**40%**) and **Call Center Management** (**39%**). These features help businesses stay on top of response commitments and manage phone-based support workflows, allowing teams to deliver more consistent customer service. Ticket Management 4.7 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Help Desk Management 4.0 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Managing service requests, incidents, IT issues & support with a ticketing system Knowledge Base Management 2.3 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Interaction Tracking 3.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts Reporting/Analytics 3.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data SherpaDesk 32 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Billable Items Tracking: Track the list of items required to be billed/invoiced to clients - Billing & Invoicing: Create, manage, and send invoices or bills to customers - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customizable Branding: Add customized logos and colors to align with company branding - Document Storage: Store and organize documents in a centralized system - Email Management: Manage, store and organize emails within the system or via third-party apps - Estimating: Estimate expected cost based on various factors before a project begins - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Interaction Tracking: Track interaction history by documenting conversations for contacts - Invoice Management: Captures invoice data and maintains comprehensive records for auditing and reporting purposes - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Mobile App: Access the system via a mobile application - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Project Time Tracking: Measure time to completion or hours worked for projects - Projections: Estimate or forecast of a future scenario based on the study of present trends - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Time & Expense Tracking: Log and record hours worked and costs spent to assist in billing and invoicing - Time Tracking: Measure and track time including hours worked and paid time off (PTO) --- Get Advice We can help you find the software with the features you need. Features 4.5 (42) 4.5 Based on 42 reviews ## Pricing Value for money 4.8 (52) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/136172/SherpaDesk/pricing/) Single Agent $0.00 It includes: - Expenses - Invoicing - Knowledge Base - Mobile App - Projects - RMM Integration - Ticket Management - Time Tracking - Todos Base Camp $39.00 Per User,Per Month It includes: - Todos - Expenses - Invoicing - Knowledge Base - Mobile App - Multiple Technicians - Projects - RMM Integration - Ticket Management - Time Tracking High Camp $49.00 Per User,Per Month It includes: - Asset Auditing - Asset Management - Custom Email Domain - Expenses - Full Vanity URL - Invoicing - Knowledge Base - Mobile App - Multiple Technicians - Projects - RMM Integration - Ticket Management - Time Tracking - Todos Value for money 4.8 (52) 4.8 Based on 52 reviews ## Integrations [ FreshBooks](https://www.capterra.com/p/142390/FreshBooks/)[ NinjaOne](https://www.capterra.com/p/184229/NinjaOne/)[ Microsoft Project Server Subscription Edition](https://www.capterra.com/p/238840/Project-Server/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.8 (47) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (47) 4.8 Based on 47 reviews ## User reviews Overall rating 4.7 Based on 62 reviews Filter by rating Counts reflect reviews available in this feed. 5(47) 4(13) 3(1) 2(1) 1(0) Mentioned topic Recent reviews first, then most helpful VR Verified Reviewer OPERASTIONS Management Used the software for: 1-3 years ### "NEW LOOK RATING" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 February 9, 2026 Overall rating prior to the changes. Great communication tool and organizing a team effort is easy using this Pros The software was great until this latest version, especially not receiving any notification. The new look is too " busy", however we will probably just have to adjust Cons As far as the don't like , its been previously described INTHE ABOVE comments. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Used the software for: 3-5 years ### "SherpaDesk is the most economical and effective ticketing solution that we've ever used." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 19, 2017 We transitioned from the BigWeb Apps, so it took a little time to learn how to effectively use SherpaDesk. Pros SherpaDesk is adaptable for all users and groups of users. It's simple to enter, update, work on and close a ticket, and assets can be attached to a ticket. It's all web-based, so there is no client, so it's very device agnostic. The reports are informative and easy to generate. The process is now simpler to transfer tickets, including a feature to automatically route tickets to a user or queue. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Ceo and owner Used the software for: Less than 1 year ### "Review on a great project" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 16, 2024 Honestly I like the program it has an app too so that's pretty cool any software that has an app also is a win-win in my book just as long it works Pros Well first ill say the setup was pretty easy. I had one of my employees tag along with me to do the setup he said also he likes the pricing of it so he was thinking about doing it for his company Cons Wish I could reprogram some of the customizations it could be a lot more functionable with customization Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Used the software for: Less than 1 year ### "Foundation of control for our IT support business." 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 27, 2017 Pros \- Easy to use. - Great support. - Full featured with options to enable only what is needed. - Continually updated. - A pleasure to use. - Easy for end users, engineers and customers. - Was up and using in 7.6 minutes. SherpaDesk is great. It has changed the way I do business. I have tried and reviewed many different helpdesk/ticketing solutions and SherpaDesk is the best fit for us by far.. Cons I struggled to find a sensible con to post. No deal breakers. Some features need improvement (which seems to be continually happening) as they are a little rough around the edges or overly complex. During my use we found one bug and made one suggestion which were both fixed/implemented in a timely manner. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Micah Y. IT Director Used the software for: 1-3 years ### "Simple, powerful ticketing" 5.0 May 2, 2016 If you're looking for a good web-based ticketing solution SherpaDesk deserves a look. It is straightforward and simple, and has been a great solution for us. If you use it for it's intended purpose, it is robust enough to do an excellent job and yet simple enough to have a very short learning curve. Pros Easy to understand for techs; good presentation of information in dashboards; It does what it is supposed to do effectively and for a good price. You can get very good reporting and offers very credible tools to help a manager manage workflow. Cons End users still have to understand the emails. Since the bulk of IT ticket work is generated by the lower end of the user base, easier to understand discussion chains would be nice. I haven't seen anyone really do it better - the time/date stamps make it easy for me, but I'm not at the low end of the user base (at least I like to think I'm not). Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer SE Used the software for: 1-3 years ### "These Guys are Awesome" 5.0 February 5, 2016 Cavern is the largest underground Co-location Facility in the world. A few years ago our customer satisfaction survey revealed that traditional Ticketing System was an process with room to improve. Since migrating to SherpaDesk we have received A+ on our customer satisfaction results including our ticketing system. In fact, a few of our 120+ clients have decided to use it along with other Sherpa Products and each one has told me personally that they love it! Note, recommendations from me are hard to come by but the Sherpa Team has earned this one. Feel free to reach out directly with any questions. Brent Jeffries- Cavern Technologies Pros Ease of use for clients. Reporting and tracking are simple with a very small learning curve. If there is a report you are looking for, they will gladly help as they realize others may be looking for the same thing. This is a well refined SaaS solution. Cons N/A, I don't have any complaints or areas I wish were improved. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Consultor freelancer Used the software for: 1-3 years ### "Great product" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 16, 2018 Pros All in one with ticketing, time tracking, invoicing and customer notifications Cons As many fields can be customized so that I can use it in other laguages then EN the main fields on emails I can't. Not a deal breaker but then.... Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer IT Consulting, Helpdesk, Security and Web Specialist Used the software for: Less than 1 year ### "End of a long search" 4.0 May 20, 2016 Well, I'm an italian IT Tech. I need to take care of my customers, I need to track whenever they call me or send me email requests, track time spent for assistance, and so on. So I needed something super fast and easy to use real time while receiving phone calls, emails or doing remote/on-site assistance. I spent 3 months through different solutions. I actually needed just 1 seat to try, test and choose; we're a very small IT consulting agency, so a fair price is mandatory. We had our 1 seat and the full potential of the service permanently free (and we'll add more seats soon). Well, it's been easy to manage and configure from the beginning. You don't need to understand everything from time-0 to use it, you easily become familiar with everything in the first few days, tweaking the setting on your needs. It's not the most complete solution of all, but it's a perfect blend of speed/ease of use/price/flexibility for a small reality like we are. Pros Ease of use; no limited functions or super priced options; very fast; pretty flexible for customization; white-labeled; affordable price Cons Some redundant unremovable fields in ticket classification; I really miss not being able to translate customer's GUI; Email reports customization shoud be improved to be more flexible. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Senior System Manager Used the software for: Less than 1 year ### "SherpaDesk has proven to be a solid decision for our District" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 25, 2017 Pros Easy implementation, will all the support features we needed, with an easy to use interface. The solution comes with multiple avenues you can interact with your tickets, and provide updates a crossed any platform with an internet connection. A completely cloud hosted solution, based on a subscription model. This makes it easy to manage from the IT administrative end. The support we've received thus far has been great. Cons So far, nothing major to note. They are making some enhancements to their reporting, which will be nice once it's made available. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Used the software for: 1-3 years ### "Sherpa Desk is a great support desk app." 5.0 February 8, 2016 I have been using Sherpa Desk for over a year to handle support requests for my membership sites. It has a very intuitive design and is very easy to learn how to use all the features. It has done a fantastic job at enabling me to handle all my members support inquiries and I would highly recommend it to anyone seeking a support ticket system for their business. Pros Very easy to set up. Cons There is nothing that i have tried to do that it has not been capable of achieving. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. 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