# BOSSDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is BOSSDesk the right Knowledge Management solution for you? Explore 139 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/144825/BOSS-Solutions/reviews --- BOSSDesk 4.6 (139) 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 BOSSDesk Ease of use 4.5 Customer Service 4.8 ## Pros and Cons in Reviews HT Hayden T Director of Information SecurityInsurance, 51 - 200 employeesUsed the software for: More than 2 years. “The product does exactly what we need it to do...comprehensive ticket management, IT asset management, change management, integration with Entra ID/Azure, tasks, etc.“ October 30, 2025 CN Chrys N System AdminPublic Policy, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “Interface feels dated and advanced features take time to fully configure and reporting is limited ok“ February 25, 2026 CN Chrys N System AdminPublic Policy, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “The workflow customization is a big plus we were able to adjust categories, priorities, and SLAs to match how our team actually works.“ February 25, 2026 WP Will P CSS IIGovernment Relations, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Creating a ticket for the customer to use and to help with there IT needs, still seem a little difficult.“ May 9, 2024 GB Gibril B IT Help DeskGovernment Administration, 201 - 500 employeesUsed the software for: 1-2 years. “The effortless management of tickets, the robust security of it, the fact that you can modify and adjust features to your needs.“ October 30, 2025 AD Annette D Service Desk AdministratorInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “I didn't stay longer enough to use the upgrade of this software.“ November 19, 2024 CN Chrys N System AdminPublic Policy, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “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.“ February 25, 2026 GK Ganesh K Project ManagerInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years. “Support provided by the vendor is not up to the mark and requires improvement.“ November 22, 2021 ## Showing most helpful reviews Showing 1-25 of 139 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Joseph M. IT Support Specialist II Utilities Used the software for: 1-2 years ### "Review and outlook from a Utilities POV" July 30, 2025 4.0 Overall, we have been pretty satisfied thus far with Boss Desk and look forward to future integrations and utilization of AI functionalities. Though redundant at times when using side by side with all our Microsoft functionality, it is good to know that we have a backup track record of most if not all our devices at GUC. Pros The team is continually innovating and coming up with new ways to make workflow and efficiency more of a reality with Boss Desk. The AD and Azure/Intune integration is great in practice and fairly easy to make it work correctly with some fine tuning involved. Cons There can be a steep learning curve to some of the newer features of Boss Desk and most of the trainings/overviews are very fast paced when trying follow along making review of the recording afterward almost mandatory. While the amount of innovation and new features is great there are times is show that we might be overlooking looking smaller QOL features or capabilities Review Source MR Michael R. IT Director Medical Practice Used the software for: 2+ years ### "A company that stands behind their software product" November 3, 2025 5.0 It's been a solid experience. The support team answers all of our questions and issues quickly and professionally. Bossdesk is constantly making improvements in their software to make the entire experience, very smooth. Pros Bossdesk was very easy to implement, setup and get running. It allowed us to configure the ticketing system to meet our specific needs for our radiology practice. Cons Honestly, the only con I can think of is the need for some updated support documents, but their support staff answers any questions I have in a very timely manner so we're not stuck without the support documents. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) SW was going end of life so we needed to replace it. After looking at more than a dozen companies, we went with Bossdesk as it really ticked off all of the boxes for our company. Review Source CN Chrys N. System Admin Public Policy Used the software for: Less than 6 months ### "BossDesk at work" February 25, 2026 5.0 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 JP Joshua P. Help Desk Supervisor Government Administration Used the software for: 1-2 years ### "Beta Ticketing System" May 25, 2021 3.0 Support is sub par. I've worked with one of their high tier support agents to fix an issue with site agent. They ended up suggesting we upgrade the site agent to 2.0. I asked specifically if we need to back up any configurations before we do that and was told no that it should carry over. After the upgrade, none of the syncing configurations carried over. The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase. I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI." I told them I have an n/a option as a CI item and want my techs to have to fill that in. This went no where. Pros The asset management portion is the best part of this ticketing system. The integration with AD and use of the Remote Agent make it easy to maintain inventory. The UI is better than some of the other ticketing systems I've used. Cons This ticketing system seems like it's still beta software. Many features available in other standard ticketing systems are not available in this. Only recently have they added time sheets, routing rules, and triggers. The reporting is poor as well with little options for custom reports. Reason for choosing BOSSDesk I did not get to choose this. Review Source Response from BOSS Solutions June 7, 2021 Customer satisfaction is our priority and ensuring every customer is happy with our solution is of utmost importance to us. We thank the reviewer for posting his comments and have since discussed the issues in detail with the customer and come up with an action plan to resolve the issues raised. We should note that the features mentioned by the reviewer who is relatively a new user have been available in our solution for several years and our solutions have been performing as expected for our customers. Our solution has advanced capabilities to match most of the competing systems in this market space. We pride ourselves on providing excellent customer support and will work with the reviewer to take corrective action to address any outstanding support issues. We are committed to ensuring that our solutions bring value to our customers and every single user is satisfied. CD Cesar D. IT Manager Government Administration Used the software for: 1-2 years ### "Local Gov Tech Review" December 4, 2025 4.0 Overall, our organization is very happy with BOSSDesk and currently has no plans to move away from it. Pros The value is there if you are willing to put in the time to put it together. Don’t get me wrong — the out-of-the-box BOSSDesk is great, but it will need some customizing to fit your organization. The help desk is always helpful and will make improvements to make things more efficient. Cons The biggest con is the reporting — not that it isn’t there, but that it lacks power and customization. Our organization likes to use that data for budgets and downtime statistics, and BOSSDesk doesn’t make it easy to extract. Alternatives considered [Lansweeper](https://www.capterra.com/p/126334/Lansweeper/) Reason for choosing BOSSDesk Easier customer GUI to view and interact with requests. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Unable to communicate with customers through the ticketing system. Review Source CR Chris R. Service Desk Manager Education Management Used the software for: 2+ years ### "BOSSDesk, The BOSS of Service Management!" October 31, 2025 5.0 The BOSSDesk technical team and staff are very responsive when you need their help, they have never failed in being there when you need them most. Pros BOSSDesk is intuitive and easy to use for the end user. As an administrator of the system, BOSSDesk is feature rich, allowing advanced workflows and functions. Cons Reporting capabilities within BOSSDesk were very limited when we first started using the product. They have since expended on some of their canned reports, but more importantly, they are working to integrate reporting access by using Power BI to allow development of your own reports. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Lack of adequate service and support for their product as they were transitioning to a new platform. Review Source DG David G. Telecom Coord Utilities Used the software for: 2+ years ### "BOSSDesk is a BOSS" November 10, 2025 5.0 great product for tracking tickets and hardware throughout the enterprise and getting the ticket to the right person or persons. Pros ticketing process was very easy to get setup; feature set was loaded with tools we do use such as asset mgmt. but we might use 40% of total capabilities Cons pricing was a little high; some updates needed more updates and resulted int some downtime or lag :) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) lack of support and age of product proved annoying Review Source HT Hayden T. Director of Information Security Insurance Used the software for: 2+ years ### "Excellent Value" October 30, 2025 5.0 Any problem (very few) we've encountered was addressed and resolved immediately. I would rate our overall experience as, excellent. Pros The product does exactly what we need it to do...comprehensive ticket management, IT asset management, change management, integration with Entra ID/Azure, tasks, etc. Cons Not applicable. Features are being added, improved and refined on a regular basis. Reference/documentation materials are also good. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing BOSSDesk BOSSDesk offered the best combination of features, setup, integration, and value. Review Source VR Verified Reviewer DBA Government Administration Used the software for: 2+ years ### "BOSSDesk DBA" June 26, 2025 5.0 I appreciate that they listen to customer feedback and prioritize fulfilling feature requests when possible. Pros I appreciate their responsiveness to customer feedback and offer personalized sessions to help both new and existing customers tailor the application to their needs. Cons I wish they offered a BOSSDesk Admin certification to demonstrate an individual's knowledge and skills in designing and managing the application. Perhaps it could be free for long-standing customers and DBAs. Switched from [Ivanti User Workspace Manager](https://www.capterra.com/p/193217/User-Workspace-Manager/) I think it had to do with thew cost increase. Review Source GK Gary K. Client Services Manager Government Administration Used the software for: 2+ years ### "Expect to Use BOSSDesk for Years to Come" June 26, 2025 4.0 They have great customer service. their support staff is quick to respond to any reported issue, question, or request for assistance. Pros It is a great product for IT tickets & monitoring the computer inventory, at a Gear price. We have been a customer since 2017 & last year was the first price increase. Which was minimal. Cons Ever since they combined the on-prem & cloud versions, I have lost a couple of minor functionalities. Nothing major, just a minor inconvenience. Switched from [Incident Tracker](https://www.capterra.com/p/119211/Incident-Tracker/) Needed a more robust product than could also track inventory. Review Source GK Gary K. CTO Government Administration Used the software for: 2+ years ### "Awesome product and support team for automating and streamlining your service desk." June 26, 2020 5.0 We migrated from a legacy on-prem solution to a BoSS on-prem solution which we easily migrated to the BoSS SaaS solution. All of our information was easily migrated forward as we needed to make organizational changes. The BoSS solution suite is capable, flexible, adaptable, and easy to use, which has resulted in significant process improvements for our organization. Pros The integration and automation of service requests, and the ability to create a service request from multiple avenues. Being a SaaS solution enables access to tickets and inventory from any location and from any device. We are able to update our field techs with ticket assignments or ticket updates while they are in the field, and the techs are able to update the service ticket from the field with the latest information. This makes reporting close to real-time. Cons There's nothing that I can point to that I would regards as liking least about the solution, other than the solution won't actually perform the physical work itself :-) Reason for choosing BOSSDesk Better value and the BEST support team!!! I can't say enough good things about the Support team and how they continually strive to meet our organization's requirements. Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) We needed a more robust solution that would operate as a SaaS solution to meet our organizational goal of any time, any device, any location access. Review Source RM Ronaldo M. Service Desk Team Lead Banking Used the software for: 1-2 years ### "Great Ticketing System" June 26, 2025 5.0 My overall experience with BOSSDesk is great. Support is quick to assist, and software is easy to use. Pros UI is neat and straightforward. Usually pretty easy to find stuff. Documentation on how to use BOSSDesk is great. Cons Lack of integration with apps. Such as with call software to automatically create tickets for calls received by the agent etc. Review Source JH James H. Senior IT Technician Government Administration Used the software for: 1-2 years ### "A good helpdesk solution for any size workplace." November 20, 2024 5.0 So far, we have a good experience with the product and plan on continuing to use it for the foreseeable future. Pros We currently use the hosted version of BossDesk and it has worked very well. We can log in from anywhere and there is also an app for our phones. The UI is customizable with few limitations. The reporting functions are good. Inventory management (which we are just starting to use) is pretty good also, with APIs for Dell and Lenovo. The ticketing system is the "bread and butter" it works well and has decent workflow options. Cons We wish the "customer" UI was a little more customizable so we could add some info and change the sizing but that is not a deal breaker. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We were looking for a more robust solution Review Source AD Annette D. Service Desk Administrator Information Technology and Services Used the software for: 6-12 months ### "BOSSDesk, Nothing But Best" November 19, 2024 5.0 My overall experiences with BOSSDesk has been wonderful during the time. We didn't get an upgrade until the Summer of 2024. I am retiring and haven't had the chance to really work with BOSSDesk. The time I worked with this upgrade, it has been very good for our Municipal Government. Pros This software helps the Service Desk to keep up the problems that the end users are having. It is equipped to run reports to keep up the problems that are occurring every cycle. It is storage software that keeps up with data when a user stated we didn't assist them and we have the information in the ticket on the steps with assisted with the user. I recommend this software to any company. Cons There are nothing least about this software. I didn't stay longer enough to use the upgrade of this software. Review Source JS Joseph S. Deputy CIO Information Technology and Services Used the software for: 2+ years ### "Great Product" November 20, 2024 5.0 Wonderful. We are able to track projects, task and inventory at ease. Pros The ease of use and simplicity of the system. Cons None, because the BOSS staff listen to the users' recommendations Review Source MM Mayson M. Cyber Security Administrator Government Administration Used the software for: 2+ years ### "Henry County BOC BOSSDesk Survey" May 10, 2024 4.0 They have exceptional customer service, are quick to respond, and overall extremely attentive. Pros I am most impressed with the ability to handle change management processes. Cons N/A. We have changes we need to make for ourselves to get full use of the BOSSDesk product. Reason for choosing BOSSDesk We no longer had to use our software developer to provide maintenance, and that freed him to focus his efforts elsewhere. Review Source JG Jess G. Application Specialist Government Administration Used the software for: 2+ years ### "BOSSDesk Review" May 9, 2024 5.0 Pros I like the customization options and flexibility the product gives. There are almost infinite ways to set it up and utilize the features. I like that customer comments go into the design and the workflows which enable customers to automate a lot of functions. Cons Easily accessible video tutorials or webinars would be helpful for beginner admins for setting up catalogs and workflows. Review Source Ryan M. IT Service Desk Manager Construction Used the software for: 1-2 years ### "No programming knowledge No problem" June 17, 2020 5.0 My overall experience has been really good. I've always gotten the support I need when I've needed it in a very timely fashion. Pros Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize. Cons With the ease of use comes some restrictions. You're limited to just the options they give you. Since it's web based they can't really customize anything directly for you because it will impact all of their customers. I think reporting and some notification options could be improved as well. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing BOSSDesk Cost and ease of deployment. Review Source JM Jessie M. Network Administrator Government Administration Used the software for: 2+ years ### "Boss Desk" November 15, 2022 5.0 From the time we started till now the company has been great to work with. I have even had the \[SENSITIVE CONTENT\] of the company reach out to me and ask how they were doing. They are very open to hearing from the customer and treat you like family. Pros Bossdesk has helped us keep better track of our ticket system and other items. They are always evolving and are open to end user input. Cons The only thing I can say that I don't like is that it is not free. But really the product is great. Review Source AK Aaron K. Director ITS Government Administration Used the software for: 2+ years ### "BOSSDesk" November 15, 2022 5.0 BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests. One of the easiest relationships we have with a vendor. Pros The Company behind it. We have had this product for over 15 years. Any time we have a product need or suggestion we only have to reach out and they listen to our requests. Within a short period of time we find our request available in the product Cons None so far, I have nothing to report in this field, but it is mandatory :/ Review Source nS nicholas S. Senior Support Technician Construction Used the software for: 1-2 years ### "I love BOSS Desk! " November 29, 2023 5.0 Overall I am very happy, and think it's a great way to manage a help desk ticketing system. Pros Fast, easy and intuitive! I really enjoy using this product for managing my tickets. Cons The knowledge base functions aren't as robust as I would like, but still very functional. Review Source KW Kurt W. Systems Administrator Government Administration Used the software for: 2+ years ### "Best Help Desk software we've ever used" June 17, 2020 5.0 Overall experience has been very good. We've been able to customize and implement custom ticketing queues in several different areas of our organization, including Fleet Services, Building Maintenance, and Communications with more to come. A very positive experience. Pros The installation experience was easy, set up was intuitive, and they continue to make improvements with every iteration. Cons Reporting is a bit more limited than I'd like, but their support has been fantastic in assisting with generating custom one-off reports to fit our needs. Review Source VR Verified Reviewer Help Desk Speciallist II Government Administration Used the software for: 2+ years ### "It is simple to place work orders and look at history by customer." March 8, 2018 4.0 Pros Simplicity of submitting and reviewing work orders and queues, seeing subordinate work orders under master work orders Cons Data Report building and lack of ease of customization without Administrative access, slowness of viewing different screens. Review Source RM Russ M. Director; Information Services Government Administration Used the software for: 2+ years ### "BOSS is on point" December 12, 2018 5.0 Working with BOSS is great. The product is solid and support is fantastic. I appreciate how responsive they are to customer suggestions and that they engage with us personally to make sure we understand new features and functionality as it is added. Pros The software does exactly what we need. Great ticketing system, combined with very good inventory control tools. Very robust reporting. My favorite aspect of working with BOSS is the fact that they remain flexible in adding features and functionality based in customer feedback and do so relatively quickly. Cons Have no concerns - it meets our needs perfectly. Review Source Miros T. Digital Services Manager Banking Used the software for: 2+ years ### "Great Product" December 12, 2018 5.0 I've worked with the software for about 5 years and I've never had any major issues with it. Also, their staff has always been very friendly and helpful, which is very important when considering vendors, in my opinion. Pros This product works pretty well and is very easy to configure and maintain. Cons The user interface used to look a little outdated in their previous versions, but their latest version looks a lot better. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.