--- title: "BOSSDesk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about BOSSDesk Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/144825/BOSS-Solutions/" page_type: "product" language: "en" --- # BOSSDesk Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 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) BOSSDesk ## What is BOSSDesk? BOSSDesk is your all-in-one ITSM and Help Desk solution, now turbocharged with BOSSDesk AI for unprecedented efficiency. Available across Cloud, On-Premise, and mobile, this user-friendly platform enhances IT operations with AI-powered automation, optimized ticket management, and asset tracking. The Service Catalog and self-service portal empower users to manage incidents, problems, and HR onboarding autonomously, while BOSSDesk AI provides technicians with real-time recommendations, automated categorization, and proactive insights to resolve issues faster. ITIL-aligned for best practices, BOSSDesk also supports cross-departmental needs like facilities and change management. Elevate your service delivery, improve response times, and reduce manual effort with BOSSDesk—a smart choice for modern IT teams. Experience the next generation of IT service with BOSSDesk. ## What is BOSSDesk used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Issue Tracking](https://www.capterra.com/issue-tracking-software/)[IT Asset Management](https://www.capterra.com/it-asset-management-software/) Recognitions Shortlist Overall rating Based on 145 user reviews Reviews sentiment Positive 99% Neutral 1% Negative 0% Starting price $29 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Customer Service / 2026 - IT Asset Management / 2026 - Issue Tracking / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... - Customer Service / 2026 - Help Desk / 2026 - Issue Tracking / 2026 - IT Asset Management / 2026 - IT Service / 2026 - ITSM / 2026 - Knowledge Management / 2026 - Service Desk / 2026 ## BOSSDesk 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 (4,090)](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 (3,471)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.6 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/144825/BOSS-Solutions/alternatives/) ## FAQs about BOSSDesk Overview ### What problems does BOSSDesk solve? BOSSDesk solves scattered ticket intake, misrouted requests, lost email issues, and poor visibility into assets, SLAs, and support workloads. It centralizes service requests, automates routing by ticket attributes, tracks inventory and device history, and improves accountability. IT help desks, field technicians, facilities teams, and public sector departments benefit most. Answer based on 109 reviews Overview ### Which roles and teams benefit most from BOSSDesk? BOSSDesk is most used by IT leaders, service desk teams, and systems administrators who manage support operations and internal service delivery. CIOs, IT directors, and managers use it to track performance and standardize workflows, while support analysts and application teams rely on it for ticket resolution, incident management, and user request handling. Answer based on 133 reviews Overview ### What company size and industries is BOSSDesk built for? BOSSDesk is built mainly for midsize organizations in government administration, with 54% of reviewers from midsize businesses and 43% from government administration. It also serves enterprises at 32% and small businesses at 13%, with additional adoption in information technology and services at 14% and utilities at 7%. Answer based on 140 reviews Features and Usability ### What are the key features of BOSSDesk? BOSSDesk includes core service desk features like ticket management, workflow automation, service catalog, and knowledge base, plus differentiators such as asset tracking, inventory management, Active Directory integration, and customizable forms. Reviewers also frequently mention dashboards with widgets, reporting, and email-to-ticket routing for daily help desk operations. Answer based on 60 reviews Pricing ### How much does it cost and what fees or limitations are included? BOSSDesk starts at $29 per user per month, billed annually, for the Essential plan, with unlimited end users included. Professional is also $29 per user per month, and Enterprise is $69 per user per month. A free trial is available. Reviewers describe it as very reasonably priced and strong value. Answer based on 7 reviews Integrations ### Which third-party tools and platforms does BOSSDesk integrate with? BOSSDesk integrates with Dameware for moving between tickets and devices, and official listings also show connections to ChatGPT, TeamViewer ONE, and Zapier. These integrations cover remote support, automation, and AI-assisted workflows for teams that manage service desk activity across multiple tools. Answer based on 24 reviews Getting Started and Support ### What training and onboarding options does BOSSDesk offer? BOSSDesk provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person training and live online sessions support guided instruction, webinars cover scheduled group learning, documentation offers written reference, and videos provide visual walkthroughs. Answer based on 9 reviews Getting Started and Support ### What customer support options does BOSSDesk offer, and how do users rate the experience? BOSSDesk offers email/help desk, FAQ/forum, knowledge base, phone support, and chat. Users often describe support as responsive, helpful, and easy to reach, with quick answers and hands-on assistance during setup and troubleshooting. Some reviewers report inconsistent follow-through, limited documentation, and occasional support experiences that need improvement. Answer based on 50 reviews Reporting ### How well does BOSSDesk handle reporting? BOSSDesk covers basic help desk reporting well, but advanced reporting and customization often need extra effort. IT service teams use its canned reports, dashboards, and ticket metrics for trend tracking, yet many users find the report builder clumsy and limited for budget analysis, custom formatting, and deeper data extraction. Answer based on 33 reviews ## Features AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) BOSSDesk supports all three features that reviewers rate most highly: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help teams organize and resolve support requests, stay updated as issues change, and track service commitments more effectively, helping businesses deliver more consistent customer support. Ticket Management 4.7 (38) 94.74% of 38 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Real-Time Notifications 4.6 (30) 80.00% of 30 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Service Level Agreement (SLA) Management 4.3 (8) 75.00% of 8 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Reporting/Analytics 2.8 (4) 25.00% of 4 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 4.6 (27) 77.78% of 27 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Support Ticket Management 4.8 (32) 90.63% of 32 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests BOSSDesk 136 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Active Directory Integration: Integrates with Active Directory - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - 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 - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Approval Workflow: Route documents and other data through one or more stakeholders for review and approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Barcode/Ticket Scanning: Scan barcodes to ensure accurate pricing and label tracking - Calendar Management: Track and manage schedules and meetings via an integrated calendar - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Change Management: Track and monitor efficient handling of all changes/transitions - Change Planning: Planning training and tasks to facilitate the transition to new technology, process, or workflow. - Change Tracking: Track changes in laws and regulations and compare previous legislation to current legislation - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Content Library: Centralized repository to store content and assets - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract/License Management: Track, store, and access client contracts or licenses - Conversation Intelligence: Recording, transcription, and analysis of sales calls for the purpose of training and generating insights - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Portal: A website or login for customers to access information - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Decision Support: Tools that provide relevant information at specific times to support judgments and courses of action - Device Auto Discovery: Automatically scan the network for devices and take pre-defined actions upon discovery - Discussions/Forums: Online forums/groups where users can ask questions, share ideas, best practices, etc. - Document Management: Store, manage, and track all electronic documents in a centralized location - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Full Text Search: Search for specific words or phrases within a document or database - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Inbox Management: Organize, prioritize, and manage incoming communications - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Inventory Management: Track and manage inventory levels to maintain proper supply - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Scheduling: Schedule and assign issue completion dates and/or times - Issue Tracking: Record and follow the progress of every issue - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Management: Track and organize the number of licenses available to the organization - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Mobile Access: Access software remotely via mobile devices - 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 - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Personalization: Adjust communications based on previous interactions or personal preferences - Personalization and Recommendation: Generative AI models can create personalized recommendations for users based on their preferences and behavior. - Predictive Analytics: Predict future data based on historical data sets - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Release & Deployment: Planning, coordinating, and executing the deployment of software or system changes into a live or production environment - Remote Access & Monitoring: Control system behavior and appearance, and access and report on system status/health from a distant location - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Remote Monitoring & Management: Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Secure Data Storage: Securely stores data to prevent data loss or breaches - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service History: Track work performed and resources used for past customers, sites, or assets - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Single Sign On: Allow users to access multiple services after entering their login credentials once - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Supplier Management: Manage all supplier data and operations - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Automation: Automatically handle routine, repetitive tasks and processes without the need for manual intervention - Task Management: Create, manage and track all task activities and progression - Task Progress Tracking: Track the status and progress of tasks - Text Editing: Edit text as needed - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - User Management: Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.4 (129) 4.4 Based on 129 reviews ## Pricing Value for money 4.7 (116) Free Trial [View pricing plan details](https://www.capterra.com/p/144825/BOSS-Solutions/pricing/) Essential $29.00 Per User,Per Month It includes: - Active Directory Integration - Agentless Asset Discovery - Asset Management - Automatic Discovery - CMDB - Dashboards - Mobile Application - Remote Tools - Reports - Software Inventory - Software Management Professional $29.00 Per User,Per Month It includes: - Active Directory Integration - Agentless Asset Discovery - Approvals - Asset Management - Automatic Discovery - Business Hours - CMDB - Custom Fields - Dashboards - Email Templates - Holiday Calendars - Import Tools - Incident Management - Knowledge Base Management - Limited Service Catalog - Mobile Application - Remote Tools - Reports - Satisfaction Survey - Self-Service Portal - SLA Management - Software Inventory - Software Management - Tags - Tasks - Teams - Workflow Management Enterprise $69.00 Per User,Per Month It includes: - Active Directory Integration - Agentless Asset Discovery - API Access - Approvals - Asset Management - Automatic Discovery - Business Hours - CMDB - Custom Domain - Custom Email Incoming Servers - Custom Fields - Custom SMTP Server - Dashboards - Email Templates - Holiday Calendars - Import Tools - Incident Management - Knowledge Base Management - Limited Service Catalog - Mobile Application - MS Exchange Connectivity - Office 365 Integration - Remote Tools - Reports - Satisfaction Survey - Self-Service Portal - Single Sign-on - Site Rebranding - SLA Management - Software Inventory - Software Management - Tags - Tasks - Teams - Workflow Management Value for money 4.7 (116) 4.7 Based on 116 reviews ## Integrations [ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Zapier](https://www.capterra.com/p/130182/Zapier/)[ ChatGPT](https://www.capterra.com/p/10009334/ChatGPT/) 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 (139) 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 (139) 4.8 Based on 139 reviews ## User reviews Overall rating 4.7 Based on 145 reviews Filter by rating 5(97) 4(46) 3(2) 2(0) 1(0) Mentioned topic Sorted by most recent DG David G. Telecom Coord Utilities ### "BossDesk is the BOSS" 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 9/10 July 27, 2026 This is very good software for call ticketing as you can create so many groups or fillable area, add the tracking of hardware and trending regarding repairs or when things need replacing. Pros I love the ability to create shortcuts for ticket entry, setup my flows, add watchers to the tickets by just the type of ticket. Cons We originally had some issue with lag or data not pulling\\polling properly, but they have always resolved in a timely manner. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) it was cumbersome and the price for service contract outweighed keeping it. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Randy J. DBA Education Management ### "My BOSSDesk Experience " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 July 27, 2026 My overall experience with BOSSDesk has been very positive. As a BOSSDesk administrator and IT Service Management (ITSM) professional, I have utilized the platform to support service desk operations, ticket management, knowledge base administration, workflow improvements, service catalog development, and reporting initiatives. BOSSDesk has helped improve ticket visibility, ownership, documentation consistency, and service delivery across multiple support teams. Pros I appreciate that the company continues to stay competitive with leading ITSM platforms by regularly introducing new features and enhancements. Cons I would love for the company to offer certification programs that validate a user's level of expertise in the ITSM platform. These certifications could serve as a valuable professional credential, helping employees demonstrate their skills when applying for future opportunities and enhancing their professional profiles on platforms such as LinkedIn. Switched from [Ivanti Connect Secure](https://www.capterra.com/p/147283/Connect-Secure/) I believe it was due to the saving it provided to the agency Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. CS Cali S. System Administrator Banking ### "Strong Ticketing System with Room to Grow" 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 9/10 July 27, 2026 Our overall experience with BOSSDesk has been positive. There was a learning curve during the transition, but we're happy with the product and how it's supported our team. Pros We appreciate the value BOSSDesk offers, along with the strength of the onboarding team. Transitioning to a new ticketing system always comes with challenges, but our customer success manager and support techs trained us thoroughly and made the process smooth. Workflows and ticket management were the deciding factors in choosing BOSSDesk — every workflow scenario we asked about turned out to be possible. Cons BOSSDesk could benefit from a few additional features to better support scaling businesses. For example, while ticket automation and auto-assignment to agents work well, the lack of agent shift scheduling still leaves a lot of manual work. Building out more full automation in this area would go a long way toward attracting larger clients. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. CA Christy A. Help Desk Support Technician Government Administration ### "An IT Platform That Thinks Like IT Does - So Much More Than Tickets" 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 July 24, 2026 By using Bossdesk you can tell that people who listen and understand IT have created the program! I am still finding and learning new features after 5 years of working with it on a daily basis. Pros I love that there are so many different features that make sense all in the same place. We have the knowledgebase, problems, tasks, approvals, the Service Catalog allows me to create forms and workflows that assign many different support personnel to one ticket. We are able to tend to so many different types of tickets all in the same place! Cons When someone replies to all a new ticket is created. This happens over and over as the users each reply to all from the same email. Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) I was not here when we made the switch but came shortly after. At my last Job we had Track-It as well, so I am familiar with it. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. KH Kyle H. Technical Support Specialist Supervisor Construction ### "Holt of California BOSSDesk Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 July 24, 2026 It has been great using BOSSDesk. They have added so many features and tools that have made managing our tickets efficient. Pros It is very easy to setup tickets and manage them. The workflows allow us to automate a lot of processes when it comes to the tickets. It's very easy to learn and the support for BossDesk has always been responsive. Cons Features can take awhile to be added to BOSSDesk but when they are added they work great and allow us greater control of the system Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Gibril B. ICT Help Desk Government Administration ### "Reliable even though the UI looks a bit outdated" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 July 24, 2026 It has been quite good, been having decent numbers and keeping up with SLA. There are issues related to the outdated UI but it works well overall and it helps me do my job everyday. Pros BOSSDesk is quite easy to use, relative quick and also easy to set up. Integration is possible with external software. We use it with PowerBI for data manipulation and visualisation. Cons If I had to point to one thing that would frustrate me the most about BOSSDesk, it would be the user interface. Compared to many modern IT service management platforms, it feels a bit dated and isn't always as intuitive as you'd expect. Simple tasks can take more clicks than necessary, and new users may need some time to get comfortable navigating the system. I've also seen users mention that customizing workflows, reports, and dashboards can be more complicated than expected, especially without prior experience. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. JM Joe M. IT Support Specialist II Utilities ### "BossDesk is good but can grow yet to be gold standard." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 May 20, 2026 Overall, we have had a good experience in Bossdesk. Really wish something could be implemented however for dark mode users with copy paste between bossdesk, outlook, edge etc. Too many times information and emails copied have to be copied as plain text losing all previous formatting of the previously perfectly constructed information in the department drastically affecting the efficiency of Dark mode users. Some rely on Dark mode in order to avoid unnecessary eye strain throughout the work week. Pros Ticket Management and workflow automation and the ability to get a general idea of how widespread issues are based on reporting we can pull Cons I would like to see further configurability to boss desk workflows and the more placeholders for tasks and workflows to pull placeholder ticket information from and into tasks. We have a feature request submitted already. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. CP Christopher P. IT Network Specialist Government Relations ### "Golden Customer Service " 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 May 20, 2026 My experience is about 2 months in working tickets and using the service system, they are doing a great job and the customization to each organization's mission is great. Pros It is very expansive and the customer service with quick and thorough response is unmatched compared to other companies such as service now. Cons In my opinion more customization options for widgets and more available control over knowledge base formatting for clients, it does a great job but if we are the admin I would like some more control over formatting. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. CN Chrys N. System Admin Public Policy ### "BossDesk at work" 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 9/10 February 25, 2026 Overall, I’d recommend it if you’re looking for a reliable help desk system without unnecessary complexity. It’s been a solid fit for our team so far. 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 Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. ZC Zack C. Sysadmin-Security Analyst Government Relations ### "Great tool!" 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 December 17, 2025 Overall, it has been a very valuable tool which we use daily. We also had our fleet maintenance team use it for creating problem tickets for vehicles. 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. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. [View all Reviews](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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