# BOSSDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is BOSSDesk the right Service Desk solution for you? Explore 140 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 4.7 (140) 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 May 22nd, 2026 # Reviews of BOSSDesk Ease of use 4.5 Customer Service 4.8 ## Pros and Cons in Reviews 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 JM Joe M IT Support Specialist IIUtilities, 501 - 1,000 employeesUsed the software for: More than 2 years. “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. “ May 20, 2026 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 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 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 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 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 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 ## Showing most helpful reviews Showing 1-25 of 140 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use William ". I.T. Support Specialist Supervisor Utilities Used the software for: 2+ years ### "BOSS Support Central - A Remote Support Must Have!" June 17, 2020 5.0 We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime that we have identified an issue, \[SENSITIVE CONTENT HIDDEN\] has been available to troubleshoot and report bugs to have it fixed in their next software release. They appreciate feedback and work to keep their product up to date. Pros The ability to login to Support Central from anywhere at anytime and process tickets is something that we cannot live without in the new COVID19 world. We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it. The Dashboard area allows for the creation of widgets to monitor ticket assignments, counts and more on the fly. We utilize routing, templates and automatic responses to make sure support issues are addressed as quick as possible. Cons We are very pleased with the product. The only recommendation that I have is for them to invest in a training and tutorial area for technicians to easily reference to learn of new features or to learn about how to get the most out of the product. 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. is constantly making improvements in their software to make the entire experience, very smooth. Pros 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 as it really ticked off all of the boxes for our company. Review Source JM Joe M. IT Support Specialist II Utilities Used the software for: 2+ years ### "BossDesk is good but can grow yet to be gold standard." May 20, 2026 5.0 Overall, we have had a good experience in . 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 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. CP Christopher P. IT Network Specialist Government Relations Used the software for: Less than 6 months ### "Golden Customer Service " May 20, 2026 5.0 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 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 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 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 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 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 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 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 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 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 BB Belinda B. Technology Technician II Education Management Used the software for: 1-2 years ### "BOSSDESK Best Software to keep track of your jobs in your work area." October 30, 2025 5.0 Over all as stated it keeps my workorders organized by date, by locations, and is my go to for all the jobs and task that I require to keep organized. Pros helps keep my work organized and up to date. It serves as my workorders for each daily task, and keeps a running track of all the devices I repair for every user and client we have in our school system. Cons Their isn't much that I dislike, but to be able to put a spreadsheet in and it be formatted in wordwrap instead of display charaters in a long vertical view and display in a horizontal view would be more helpful. Review Source HS Harnak S. Business Analyst Retail Used the software for: 1-2 years ### "BossDesk Review" June 27, 2025 4.0 My overall experience with has been great. It is user friendly, reliable, and supports our IT needs well. Pros What I liked most about was the AI feature along with the wide range of customization options available. Cons What I liked least about is that it does not offer much integration with our existing tools like Asana. Review Source JG Jackeline G. Manager, Benefits and HRIS Hospital & Health Care Used the software for: 2+ years ### "Great feedback" July 9, 2025 5.0 Everything has been great so far! From building, with our rep to the user experience. Overall experience was 5/5 Pros Very user friendly and can customize to each our organizations needs as well as customization by departments Cons At this moment nothing. Everything has been great. From building, with our rep to the user experience. Review Source BS Bruno S. System Administrator Government Administration Used the software for: 2+ years ### "Ease of use and flexibility." November 20, 2024 5.0 Easy to use. We love the plasticity of the product, allowing us to custom tailor it to our needs. Pros What I like most is its ease of use. Being able to quickly find what I need and when I needed has been a game changer. Cons Thinks I previously did not find on the software have been seen updated. Review Source RM Ronald M. CIO Government Administration Used the software for: 2+ years ### "Long Standing Satisfied Customer" November 19, 2024 5.0 I have used it for over 12 years at two different locations. My staff love it. I love it and the users seem to love it. Pros Ease of use. ITIL Structure. Various modules. Customer Service. Cons They haven't really delved into AI or Bots to provide voice responses when tickets are entered. Review Source AS Aaron S. Service Desk Manager Government Administration Used the software for: 2+ years ### "BOSSDesk a win/win cost effective service desk management system" May 9, 2024 5.0 Pros The ease of use on this application can not be stressed enough. After initial setup, the application can be as simple or complex as you need for a range of uses. The team at BOSS really strives to help you get your needed setup. Cons The only flaws I have seen are occasionally having software or hardware system issues, however, BOSS support is quick to respond and usually resolves faster than any other software vendor I have dealt with. Reason for choosing BOSSDesk We looked at a wide range of products, some were too simple, some had too much administrative overhead. We had no product for ticketing and it was all emails or phone calls and issues were being lost. was a great fit for our organization. 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 AT Anthony T. Business Analyst Supervisor Construction Used the software for: 2+ years ### "Customizable to Fit Your Needs" December 14, 2023 4.0 Pros The BOSS Support team has always listened to our feedback and implemented changes that we suggest, or found an existing feature that met our needs. Cons The settings screen is a bit busy and it can be difficult to find certain configuration items. 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 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 MO Maria O. Administrative Assistant Construction Used the software for: 2+ years ### "BOSSDesk Review" November 18, 2021 5.0 We have had nothing but a very good experience with . Easy to navigate, easy to manage, and if need help from BOSS they have a very fast responsive team who are very friendly and knowledgeable. Pros is easy to utilize not just for administrators for our end users as well. It also provides reports to identify areas of improvement throughout our company. Cons Providing more reports automatically after we set them up would be a time saver but depends on the product your company has. We are in the process of updating. Review Source JG Jordan G. IT Manager Financial Services Used the software for: 1-2 years ### "BossDesk Ticketing system" November 29, 2023 4.0 Pros I like it's simple to use interface, it does not have clunky features that are difficult to use and makes the use easy for those putting in tickets. Cons Some features are missing, but not much of a con because they open a ticket with development to create it. Review Source NA Nasser A. Sr. IT Admin Computer Networking Used the software for: 1-2 years ### "BossDesk Review 11-2024" November 29, 2023 5.0 Pros Ease of install and configuration. Very versatile to match the needs of organization. Cons None that I can think about at this time. Review Source YD Yadira D. Vendor Management Specialist Banking Used the software for: 2+ years ### "Great ticketimg system and easy freindly!!" January 8, 2020 4.0 We are upgrading our system to v4.0 web based an is awesome, I like it because is more easy friendly and better to manage. I had less trouble implementing some settings and creating the service catalogs. I think that this is great ticketing system. I never have issues with support, they always help me, especially \[SENSITIVE CONTENT HIDDEN\], he is very knowledgeable and vey kind. Kudos for \[SENSITIVE CONTENT HIDDEN\]! Pros That now they have the web based version, which we are in the process of upgrading. Also, the service catalogs, routing rules, reports, and the way to mage all the settings, is way easier than before. Cons I didn't like the reporting system. I had to contact support, if I wouldn't be able to create my SQL queries. Reason for choosing BOSSDesk N/A Review Source AM Adam M. Engineer Medical Devices Used the software for: 2+ years ### "Great Solution for your business!" December 17, 2019 5.0 Pros Was extremely easy to implement and set up. Training and the migration process was simple and took no time to adapt. Boss support responds very fast and handles your problem(s) professionally and quickly. From an administrative standpoint, ticket tracking and handling cannot get any easier. Cons Would like the ability for the end user to have the option to close out the ticket themselves once the problem is solved/fixed. Alternatives considered [ManageEngine Mobile Device Manager Plus](https://www.capterra.com/p/132201/ManageEngine-Mobile-Device-Manager-Plus/) Review Source AR Andrea R. Office Assistant Utilities Used the software for: 2+ years ### "Excellent Software " March 31, 2021 5.0 Pros I like how easy this software is to use. Not only for the administrators, but the end users as well. Cons I am currently satisfied with how the software is working, it has met our needs allowing the IT department to provide services to the other departments. 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