# Page 2 | SherpaDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 2 - 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

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SherpaDesk

4.7 (62)

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Last updated March 13th, 2026

# Page 2 - Reviews of SherpaDesk

## Showing most helpful reviews

Showing 26-50 of 62 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

MC

Mary C.  
owner/founder  
Publishing  
Used the software for: Less than 6 months

### "Robust Software"

April 30, 2019

4.0

I really want to like this software and I think I'm going to be very pleased with it once I stick with it. However, the lack of clear "this is what you do to get started" leaves the user feeling a little overwhelmed.

Pros

I like the slate of features as well as the pricing. It looks like a great solution to incorporating a help desk as well as time tracking/invoice and will replace two different software solutions.

Cons

It is not intuitive to setup and the help guides could use improvement. I am going to have to dig in to fully use the software, and having only "setup videos" hampers those with limited internet options such as rural customers.

Review Source

Response from SherpaDesk

May 1, 2019

Thanks for checking us out Mary! We are working on getting more self help articles out along with some more setup videos. The system has changed a lot over the last few months and some articles have already been dates. We know this is an issue for new users :( HOWEVER! Please feel free to send us questions at anytime to support@sherpadesk.com. We are quick to get back with you. You can also sign up for our weekly demo and talk directly with a product specialist on any questions you may have https://www.sherpadesk.com/book-a-demo

RW

Ray W.  
Manager  
  
Used the software for: 2+ years

### "A simple work order system that helps keep the organization on track"

July 2, 2018

5.0

Pros

The app is a convenient way to input and keep track of work orders for the multiple buildings under our management.

Cons

There are minimal drawbacks but none of them are insurmountable.

Review Source

VR

Verified Reviewer  
  
  
Used the software for: Less than 6 months

### "Perfect for our needs"

September 18, 2017

5.0

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.

Review Source

VR

Verified Reviewer  
  
  
Used the software for: Less than 6 months

### "Effortless, user friendly and feature rich"

September 26, 2017

4.0

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.

Review Source

Sylvie Florence K.  
Gestionnaire  
Retail  
Used the software for: I used a free trial

### "Logiciel de gestion "

October 15, 2023

4.0

Pros

Un très bon produit et gérer le service clientèle de manière professionnelle. Je le recommande

Cons

Je n'ai pas d'inconvénients. Je le recommande

Review Source

VR

Verified Reviewer  
  
  
Used the software for: Less than 6 months

### "Sherpa Desk review"

September 18, 2017

4.0

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...

Review Source

VR

Verified Reviewer  
Founder, CEO  
Information Technology and Services  
Used the software for: 1-2 years

### "Support + Time Tracking = Better Communications"

February 5, 2016

5.0

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.

Review Source

DY

David Y.  
  
  
Used the software for: Less than 6 months

### "Very Sharp Product with Many Easy-to-Use Features"

February 26, 2018

4.0

Pros

This product is fully-hosted, and with a very intuitive interface implementation is easy. We started with some features "turned off" so we could grow into them as we gained experience with the product and was surprised at how well it handled us using additional features on existing tickets, etc.

Cons

More flexibility in reporting would be great - a pre-bill report so you can check invoices for accuracy before creating them, for example, along with the ability to customize the invoice layout. A big item for us as a weak point is more granularity and control over what emails go out to clients. We have a number of "just get it done" clients who don't want to see progress report, awaiting response, and other interim emails that we sometimes see slipping out of the system.

Review Source

EC

Eric C.  
  
  
Used the software for: Less than 6 months

### "The best helpdesk system for education enterprises"

January 29, 2018

5.0

Pros

I love how configurable Sherpadesk is. There are dozens of functions that are available within the system that can either be turned on or turned off per instance. Our organization has 2 instances (one for IT and one for Maintenance) and we are able to configure them both to include the options that make sense for that part of the organization. The ability to create tickets from an email and communicate with users via email are my favorite features within the system.

Cons

I have not found any true "cons" to this system. We did encounter a couple of issues during our initial setup but Sherpadesk support (which is hands down the quickest and most professional support team I've ever worked with) was able to help us get through any of those initial hang ups.

Review Source

Jeremy P.  
IT Director  
Logistics and Supply Chain  
Used the software for: Less than 6 months

### "Phenomenal Product"

August 17, 2017

5.0

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.

Review Source

VR

Verified Reviewer  
Senior IT Specialist  
Transportation/Trucking/Railroad  
Used the software for: 1-2 years

### "Good Value for the money"

February 4, 2016

5.0

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

Review Source

John G.  
  
  
Used the software for: 6-12 months

### "SherpaDesk has greatly improved our user support"

February 4, 2016

5.0

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

Review Source

BF

Bjoern F.  
Owner  
Computer Networking  
Used the software for: 1-2 years

### "Great ticketing platform without the big price tag"

November 20, 2018

4.0

Pros

very straight forward pricing model, much more competitive than the big players in the market the software has all the features we need (mostly time tracking) and can do a lot more that we don't even utilize support is very helpful and quick to respond and implement changes

Cons

maybe not as flexible as some other platforms, but it also is way cheaper and so much simpler to setup and administer

Review Source

Tom B.  
  
  
Used the software for: Less than 6 months

### "Easy to use"

September 18, 2017

4.0

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.

Review Source

VR

Verified Reviewer  
CIO and Owner  
Information Technology and Services  
Used the software for: 6-12 months

### "Great for small IT service provider."

February 13, 2016

5.0

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.

Review Source

Leslie B.  
  
  
Used the software for: Less than 6 months

### "great for keeping up with chrome depot repairs log"

October 24, 2016

5.0

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.

Review Source

RH

Robert H.  
Assistant IT Director  
Information Technology and Services  
Used the software for: 1-2 years

### "Great option for keeping track of Service tickets"

February 4, 2016

5.0

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.

Review Source

VR

Verified Reviewer  
Help Desk Specialist  
Real Estate  
Used the software for: Less than 6 months

### "Daily Use"

August 1, 2016

5.0

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.

Review Source

Jennifer W.  
STA  
Human Resources  
Used the software for: 6-12 months

### "Sherpa Desk APP"

February 5, 2016

5.0

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.

Review Source

Jessie W.  
  
  
Used the software for: I used a free trial

### "Great Service!"

February 4, 2016

5.0

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

Review Source

Leonard L.  
  
  
Used the software for: 1-2 years

### "null"

January 31, 2017

5.0

Review Source

VR

Verified Reviewer  
  
  
Used the software for: 2+ years

### "Excellent"

July 22, 2016

5.0

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

Review Source

SM

Shannon M.  
  
  
Used the software for: 1-2 years

### "Excellent Solution for Growing MSP"

October 11, 2018

5.0

Pros

Full functionality without spending hours to onboard and set up, basic needs to get an MSP off the ground and running, ability to customize as business grows, logical and functional work flow

Cons

Pricing plan adjusted without admin realizing but it was minimal and came with added functionality so all in all not a huge deal

Review Source

Mohamed E.  
Senior Software Developer  
Computer Software  
Used the software for: Less than 6 months

### "null"

November 8, 2017

5.0

Review Source

Dan S.  
Coordinator Of Technology Operations  
Primary/Secondary Education  
Used the software for: Less than 6 months

### "null"

May 4, 2017

5.0

Review Source

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