# SherpaDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SherpaDesk the right Help Desk solution for you? Explore 62 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/136172/SherpaDesk/reviews --- SherpaDesk 4.7 (62) [View alternatives](https://www.capterra.com/p/136172/SherpaDesk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of SherpaDesk Ease of use 4.6 Customer Service 4.8 ## Pros and Cons in Reviews THE DERRICK G OPERASTIONS ManagementEducation Management, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “The software was great until this latest version, especially not receiving any notification.“ January 29, 2026 THE DERRICK G OPERASTIONS ManagementEducation Management, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “As far as the don't like , its been previously described INTHE ABOVE comments “ January 29, 2026 THE DERRICK G OPERASTIONS ManagementEducation Management, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Great communication tool and organizing a team effort is easy using this“ January 29, 2026 IN Ian N National Account ExecutiveMedia Production, 10,001+ employeesUsed the software for: Less than 6 months. “We no longer use Sherpa as a CRM tool because of the many problems.“ January 13, 2021 SH Stephen H Ceo and ownerComputer & Network Security, 2 - 10 employeesUsed the software for: Less than 6 months. “Well first ill say the setup was pretty easy.“ October 14, 2024 RW Randal W Managing PartnerComputer & Network Security, 2 - 10 employeesUsed the software for: 1-2 years. “We needed something simple, that worked with Ninja, IT Glue and Quickbooks. “ November 11, 2021 ## Showing most helpful reviews Showing 1-25 of 62 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Doug N. Used the software for: 2+ years ### "SherpaDesk is the most economical and effective ticketing solution that we've ever used." September 18, 2017 5.0 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 VR Verified Reviewer OPERASTIONS Management Education Management Used the software for: 1-2 years ### "NEW LOOK RATING" January 29, 2026 4.0 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 SH Stephen H. Ceo and owner Computer & Network Security Used the software for: Less than 6 months ### "Review on a great project" October 14, 2024 3.0 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 John D. Used the software for: 6-12 months ### "Foundation of control for our IT support business." July 26, 2017 4.0 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 Micah Y. IT Director Newspapers Used the software for: 1-2 years ### "Simple, powerful ticketing" May 2, 2016 5.0 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 Brent J. SE Information Technology and Services Used the software for: 1-2 years ### "These Guys are Awesome" February 4, 2016 5.0 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 Raul S. Consultor freelancer Information Technology and Services Used the software for: 1-2 years ### "Great product" October 12, 2018 5.0 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 Christian P. IT Consulting, Helpdesk, Security and Web Specialist Information Technology and Services Used the software for: Less than 6 months ### "End of a long search" May 20, 2016 4.0 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 Darryl Z. Senior System Manager Education Management Used the software for: Less than 6 months ### "SherpaDesk has proven to be a solid decision for our District" April 24, 2017 5.0 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 Response from SherpaDesk 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 Callum R. Used the software for: 1-2 years ### "Sherpa Desk is a great support desk app." February 5, 2016 5.0 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 MG Michael G. It manager Information Technology and Services Used the software for: 6-12 months ### "The right ticketing system for sma businesses " August 9, 2019 5.0 Satisfied with the product. Only wish they had phone support. Pros The first tech is always free. The software has some really neat email parsing functions that allow you to open a ticket, put time against it, notes, categorize and close a ticket all in one email. Cons The software feels a bit clunky. Coming from other ticketing systems it's not the prettiest, but it gets the job done. Review Source VR Verified Reviewer IT Technician Hospitality Used the software for: 6-12 months ### "Great Help desk system" February 4, 2016 5.0 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 Review Source CP Chris P. Used the software for: I used a free trial ### "A Hidden Gem in a Sea of PSAs" March 1, 2018 5.0 Pros It's simplicity, speed, and responsive support. Also, it's email parser is 2nd to none, allowing us full control in creating tickets (even on the user's behalf), updating, closing, adding billable time, and more all from email - which is one less interface we need to login to! We've tried other PSA solutions and were pleasantly surprised what Sherpadesk offers. Cons It's only been out for 3 years, still has a few rough edges, but they come out with product updates every two weeks and we doing all the right things to mature while keeping it simple. Review Source VR Verified Reviewer Computer Support Specialist Used the software for: Less than 6 months ### "Solid, simple product" August 13, 2018 5.0 Pros Ease of the SherpDesk tool is appreciated. Keeping it Simple! I appreciate simplicity and not a lot of bells and whistles. I am still very new to SherpaDesk and need more time to truly assess the tool. However, I am well versed in ticketing software and simplicity is key. I appreciate that the online application has not once failed on me. Cons Being relatively new to SherpaDesk, I cannot state there are many cons. There are features I do not use but I expect to incorporate some features into our workload soon. Review Source Kendall S. Used the software for: Less than 6 months ### "Ticketing done right!" February 4, 2016 5.0 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! Review Source JP Jorge P. Used the software for: Less than 6 months ### "Best help desk / ticketing solution!" September 24, 2018 5.0 Pros For the past few years I used several apps, but by far SherpaDesk is the best, not only is affordable but has all the features that my business needs. I Highly recommend Cons I haven't found any issues, it takes a little time to learn and take advantaged of all the features but no problems at all. Review Source GM Greg M. Used the software for: 6-12 months ### "Solid App" June 14, 2016 5.0 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. Review Source VR Verified Reviewer Used the software for: Less than 6 months ### "Easy and manageable" February 23, 2018 5.0 Pros Quick learning curve. Matter of minutes to get comfortable where everything you need to access is. Highy recommended for anyone needing a ticketing system. Review Source dT dale T. Used the software for: Less than 6 months ### "Very easy and reliable product" October 9, 2017 5.0 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. Review Source TA Tom A. Director of Information Technology Non-Profit Organization Management Used the software for: 1-2 years ### "Perfect Solution for our Organization" March 31, 2023 5.0 Excellent overall experience with SherpaDesk. Tech support and Sales team have been very helpful throughout the process from pre-purchase through deployment and even post sale. Pros Easy to use for both the end users and technicians. Provides good metrics for management as well. Cons Reports could use some work. Not always easy to generate what I am looking to report out. Review Source Response from SherpaDesk April 4, 2023 Thanks Tom for the feedback and review! It's super helpful to learn from our customers. Please send us your suggestions on how we can improve the reporting and we will look to get this implemented - support@sherpadesk.com RW Randal W. Managing Partner Computer & Network Security Used the software for: 1-2 years ### "Every IT Business needs a Sherpa" November 11, 2021 5.0 Super happy. Simple means it works quickly out of the box and my techs are not annoyed at extra hoops for ticketing. Pros We needed something simple, that worked with Ninja, IT Glue and Quickbooks. This fit the bill perfectly, all at a reasonable monthly fee, without contract, which is the big bonus. Support is out of this word. Even a function that would help us greatly was added within about 2 months, which is unheard of with other companies. They listen and act. Cons The integration with Ninja for alerts could be better. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SherpaDesk Simplicity and price. Review Source PW Peter W. Web Developer Higher Education Used the software for: 1-2 years ### "Brilliant ticket management system" November 29, 2018 4.0 Pros SherpaDesk offers functionality we just didn't have with our old call management system. Being able to easily pass tickets across to other groups within the University, providing any relevant documents is in-valuable. Never once have we had a problem with attachments, or any other information, getting lost in the ether like our old provider did. Instead, SherpaDesk has been 100% reliable and secure. SherpaDesk is updated regularly, ensuring any bugs or security issues are patched out ASAP. Cons The main, if only, negative I have for SherpaDesk is getting to grips with the system. It was a rather a big learning curve coming from a much simpler system. The user-interface looks very nice, but navigating it as a newcomer, and even an experienced user, can be troublesome. Trying to understand weeks, sometimes months, of previous emails and correspondence can be confusing. But this seems to be a problem all ticket management applications suffer. Review Source VR Verified Reviewer Senior Systems Analyst Shop Floor Oil & Energy Used the software for: 6-12 months ### "Finally a decent ticketing system" October 9, 2020 5.0 Overall I really like the software. I've used a number of ticket tools and Sherpadesk doesn't cause me pain to use. Yeah, it's a ticket tool, but at least it's an easy to use one. Pros The interface is clean and simple yet offers everything I need as a technician. It has what I need when I need it and an easy way to interact with it. Cons The order of listing communications could be better or at least configurable. I often get confused when I go looking for something I added and yet don't see it. Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Review Source Response from SherpaDesk October 14, 2020 Thank you for the great feedback. We are always looking to our SherpaDesk community for feedback and making sure we are on the right track! VR Verified Reviewer ATSS2 Information Technology and Services Used the software for: I used a free trial ### "Very polished product" October 4, 2020 5.0 Pros This software was very polished. It has a lot of features almost overwhelming! Cons I found the usability of the software slightly challenging. In all honesty I think I need just some more experience with it. Reason for choosing SherpaDesk Cost and features Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Cost, quality of product Review Source Response from SherpaDesk October 8, 2020 SherpaDesk provides free email based support, weekly web sessions with a product specialist and a support portal with help articles and videos. For customers needing more 1 on 1 sessions we offer paid training. We work towards answering all questions in a timely manner. Always feel free to reach out. Our support team us here to help. VR Verified Reviewer Technology Specialist Information Technology and Services Used the software for: 6-12 months ### "Decent ticketing system with a lot of functionality" March 16, 2018 4.0 Pros Several ways to sort and access tickets, modern interface, and overall very functional. There is also a phone app, which is a plus. Have not had a need to contact support, so I can't answer to the support quality. Cons As other users here, I also transitioned from BigWeb Apps (about 6 months ago), so there has been a bit of a learning curve to this one, and I'm actually still trying to learn all of it's functions. Though I like the overall modern look of SherpaDesk, I feel that BigWeb Apps was much easier to navigate. You have to click a lot more places in SherpaDesk in order to get where you're trying to go (as opposed to the simplistic interface of BigWeb Apps). This is the reason I couldn't give it a full 5 start. 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