SherpaDesk

SherpaDesk

5 / 5 38 reviews

Who Uses This Software?

small to medium sized business; personal service firms


Average Ratings

38 Reviews
  • 5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $39.00/month/user
  • Pricing Details
    1st tech is free and each additional is $39/month
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • SherpaDesk
  • sherpadesk.com/
  • Founded 2012
  • United States

About 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.


SherpaDesk Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Billing & Invoicing
  • Client Portal
  • Collaboration Tools
  • CRM
  • Document Management
  • Portfolio Management
  • Project Management
  • Proposal Generation
  • Quote Management
  • Resource Management
  • Time & Expense Tracking

SherpaDesk Reviews Recently Reviewed!

Very easy and reliable product

Oct 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The software is very easy to manage and navigate around in. I like being able to close multiple tickets at once. It is simple to set up and assign new accounts.I'm currently an administrator and use the software mon-fri and deal mostly with end users and working tickets submitted to me.

Effortless, user friendly and feature rich

Sep 26, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: This software is very user friendly. It was easy to setup and continues to be easy to maintain. Our team has caught on quickly and we have migrated a lot of data into this puppy successfully.

Cons: I hate that the tickets don't recognize urls in the body as clickable links. It's not that difficult to incorporate so I have to assume that it is considered a "security feature." If that is true, then allow us to click a checkbox to allow/deny the function.

Easy to use

Sep 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: There are a lot of options we haven't used yet. I don't make the final decisions but can see on your site there are many options to choose from

Cons: Very user friendly, Will have to use it more for a more educated review. There are always flaws that can be fixed but to early for me to know what they are.

SherpaDesk is the most economical and effective ticketing solution that we've ever used.

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: 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.

Sherpa Desk review

Sep 18, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Great to know someone knows...eases the anxiety of others :) I like sherpadesk. I believe that there is more to learn and know to really make it work for a school district. It is good to know that a request has been made and is shifted (hopefully) to the appropriate party to get the ball rolling to complete a request.

Cons: Need to know if I'm suppose to select where to send request.. but most cons have to be with user/admin side...

Recommendations to other buyers: Yes, give it a try!

Perfect for our needs

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
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Pros: As a facilities department in a school district, we have many needs from transferring work order tickets, internally and externally, responding with notes and pictures and custom reporting. SherpaDesk enables all of this on both desktop and mobile versions. The customer support is amazing.

Cons: While the reporting is robust, it is not always intuitive. It would be nice to have the non-technical names for each field. That said, once you figure it out, it works.

Phenomenal Product

Aug 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Affordable Reliable Intuitive Plays well with other needs (credit card processing, accounting software) ***Customer Care - SECOND TO NONE*** They actually care, seriously.

Cons: Would like more features from full website integrated into the mobile application. The paradigm shift from desktop or laptop to mobile management of virtually everything, is nearing maturity.

Foundation of control for our IT support business.

Jul 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

SherpaDesk has proven to be a solid decision for our District

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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.

Vendor Response

by SherpaDesk on April 25, 2017

Thanks for the feedback Darryl! On the next release we will have a new visualization creator and Dashboards! Stay tuned for the next release

Great app

Nov 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Great organizational tool. Makes putting work tickets in much easier. Response time from the people responsible has been much more prompt. I no longer have to put in tickets for those around me. They are able to do it easily themselves.

great for keeping up with chrome depot repairs log

Oct 24, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: K-12 public school system in Oklahoma. I use this daily to keep track of tickets on what repairs are needed for our Chrome Depot. Also easy to keep track of what parts are needed for repairs. Pretty user friendly once you figure out where everything is.

Pros: easy to use, nice user interface.

Cons: nothing, i haven't run across any yet.

Recommendations to other buyers: works great for a small operation, not sure how it would work for something bigger. We have around 3500 Chromebooks deployed in the system.

Daily Use

Aug 01, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Helpful tool, so far pretty easy to use. I have only been using SherpaDesk for about 2 1/2 weeks but it has been pretty easy to pickup and helpful with keeping track of things.

Pros: Easy, helpful, informative

Cons: None that I can think of.

Recommendations to other buyers: Give it a try and see what you think.

Excellent

Jul 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: User friendly, easy to process. No problems with software, always easy to use and process requests. Program used for IT requests. reliable system never fails.

Pros: Quick and easy to use

Cons: Have not experienced any Cons

Solid App

Jun 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Great app, so far it works well for our organization. It is easy to use and i haven't experienced any issues. Works well for our properties and our IT team

Pros: Easy to use and create tickets

Cons: If using the web version on mobile the ticket system doesn't fit the screen correctly.

End of a long search

May 20, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: 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.

Simple, powerful ticketing

May 02, 2016
5/5
Overall
5 / 5
Value for Money

Comments: 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).

WORKS FOR OUR PURPOSE

Mar 29, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Sherpadesk works really well for our purpose! It's easy to use and fast. It works well for the users and its easy to keep things organized and easy to do our job!

Pros: really fast and user friendly

Great for small IT service provider.

Feb 13, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: SherpaDesk has is a great tool for small IT service provider. Ticketing, comments and time logging works seamlessly and our customer happiness has grown after we started to use SherpaDesk. Guys at BigWegApps listens our needs and they have done several improvements for us.

Pros: UI, Comments include time logging, email parsing.

Cons: Reporting needs improvement - customer portal could include reporting.

SherpaDesk makes it easy to receive the technical support I need

Feb 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Value for Money

Comments: My school district implemented SherpaDesk this year in order to handle the requests of many schools at once. I receive instant confirmation of my requests, and the support form is very easy to use. We have had no issues at all with the app!

SherpaDesk makes life easier for school teachers.

Feb 11, 2016
5/5
Overall
5 / 5
Ease of Use

Comments: We have just started using SherpaDesk this school year for both maintenance and technology requests and it has made such a big difference. Teachers can quickly enter requests as soon as the need arises instead of having to track someone down during their planning periods. Makes for much faster response times.

Pros: Super convenient and efficient!

Intuitive and Effective

Feb 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We use Sherpadesk for our campus helpdesk software. It was a welcome upgrade from our previous system and has greatly improved our office efficiency. It is far easier to keep track of individual tickets and assignments as well as easily denote who is responsible for what. It is helping prevent any tickets from falling through the cracks. As a user, the software is convenient and intuitive. It just makes sense and is easy to navigate through the tickets. It is easily customized and we have it set up to effectively meet our needs.

Pros: Clear interface, plenty of customization, effective at task management

Cons: Load time for viewing tickets can be slower than it should be

Support + Time Tracking = Better Communications

Feb 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: SherpaDesk's combination of support ticketing and time tracking has allowed us to be better communicators both internally and externally (with clients). On-boarding new employees and new customers are a breeze due to the clean interface and seamless email integration. Highly recommend!

Pros: Ease of use, Customer Support, Feature rich, and Price

Cons: More integrations would be nice.

Sherpa Desk is a great support desk app.

Feb 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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.

Sherpa Desk APP

Feb 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Value for Money

Comments: Easy to use especially when traveling from school to school for tech repairs. Great for documenting notes and communicating with staff regarding technical difficulties.

Pros: Easy features to see tickets.

Cons: Doesn't time out. Always stays logged in.

My everyday app

Feb 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I need to manage all my things in business everyday. So I found this service which completely satisfy all my needs: time tracking, invoicing, manage tasks. Thanks!

Cons: no problems till now

Great Product

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Value for Money

Comments: Sherpadesk has become a great asset for the help desk I work on! As far as I can tell, the transition to this product from our previous has been really smooth and my managers have been adding features to make our jobs on the desk a lot easier.

Pros: It is so easy to add people to tickets and to easily track changes to the tickets. The system is great.

Cons: So far, I haven't really noticed anything awful. The product is great!

SherpaDesk has greatly improved our user support

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have been using SherpaDesk for almost a year and are pleased with the ease and flexibility of the system. It is a very good value for the money and we are able to track support requests, projects, users, and inventory. Configuration was simple and the interface is intuitive.

Pros: ease of use; ability to customize/fit our organization; simple/clean interface; cost; customer service and support; responsiveness; uptime

Great Service!

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: We have used Sherpa Desk for a few years now and the transition has been seamless. The company holds its self to a high standard that they continuously achieve. The customer interface is easy to use and teach to our employees and easy to use on the technician side. The company continues to make us happy with our decision to go with them

Pros: The user interface on the technical side is clean and uncluttered. The direction speaks for its self. The user interface on the employee side is easy an unencumbered.

Cons: We have not found anything that we really don't like. It is even easy to use on other platforms

Great option for keeping track of Service tickets

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have multiple clients with multiple locations. We use SherpaDesk to keep track of open service calls, pull reports on how long it takes our employees to address the calls, how much time we're spending on the solving the problem, and billing our customers for that time.

Pros: Easy to use. Easy to pull reports, excellent customer service when we have a problem.

Cons: Like all cloud based apps, we're dependent on the health of the cloud. When there's an issue with the cloud architecture, we have no service. This has only happened on a few occasions.

These Guys are Awesome

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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.

Good Value for the money

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: For a smaller IT department, Sherpadesk has worked out great for us. The cost is very competitive and so far the features have worked out fine. Have been using this service for 4+ years now.

Pros: Cloud Based Customizable features Cost

Cons: Takes time to setup initially

Ticketing done right!

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: SherpaDesk has been fabulous from the start! From testing out their solution to implementing within our state-wide School District, the process couldn't have been easier! Our schools would often reach out via email to one of us, and then send a separate email to another one of us, and before we know it, the whole department is working on one school's issue. While this wouldn't be terrible if we only had one school in the District, we've got 32! Everything has been put together where it just makes sense! Convenience in a snap! Almost everything is customizable and is super simple!

Great Help desk system

Feb 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Never had any problems with it, simple and easy and keeps track of all my tickets, has everything I need to do my job. Support is responsive when something is down, and is quick to get things resolved.

Pros: Easy to use, keeps track of everything for you, notifications

Cons: none, I can't find any cons with it

Super Helpful

Feb 04, 2016
5/5
Overall

Comments: SherpaDesk is incredibly easy to use and just customizable enough to get the most out of the app. But not overboard so you're swimming in details. The user-friendly appearance is great for internal and external users alike!

Pros: Easy to use - customizable - simple initial setup - helpful and speedy customer service - low price

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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May 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Sep 29, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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