--- title: "BOSSDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is BOSSDesk the right Service Desk solution for you? Explore 145 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/144825/BOSS-Solutions/reviews/" page_type: "reviews" language: "en" --- BOSSDesk 4.7 (145) 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 August 26th, 2026 # Reviews of BOSSDesk Ease of use 4.6 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 Gibril B ICT Help DeskGovernment Administration, 201 - 500 employeesUsed the software for: 1-2 years. “If I had to point to one thing that would frustrate me the most about BOSSDesk, it would be the user interface.“ July 24, 2026 KH Kyle H Technical Support Specialist SupervisorConstruction, 501 - 1,000 employeesUsed the software for: More than 2 years. “The workflows allow us to automate a lot of processes when it comes to the tickets.“ July 24, 2026 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 ## Showing most helpful reviews Showing 1-25 of 145 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Randy J. DBA Education Management Used the software for: 2+ years ### "My BOSSDesk Experience " July 27, 2026 4.0 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 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 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. CA Christy A. Help Desk Support Technician Government Administration Used the software for: 2+ years ### "An IT Platform That Thinks Like IT Does - So Much More Than Tickets" July 24, 2026 5.0 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 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 DG David G. net admin Utilities Used the software for: 2+ years ### "BossDesk is the BOSS" July 27, 2026 5.0 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 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 Gibril B. ICT Help Desk Government Administration Used the software for: 1-2 years ### "Reliable even though the UI looks a bit outdated" July 24, 2026 5.0 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 CS Cali S. System Administrator Banking Used the software for: 6-12 months ### "Strong Ticketing System with Room to Grow" July 27, 2026 5.0 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 KH Kyle H. Technical Support Specialist Supervisor Construction Used the software for: 2+ years ### "Holt of California BOSSDesk Review" July 24, 2026 4.0 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 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 KH Kyle H. Technical Support Specialist Supervisor Construction Used the software for: 2+ years ### "HOC BOSSDesk Review" June 26, 2025 4.0 It's a great product and has helped us immensely over the years when it comes to managing our tickets Pros The ticket system feature is great and they have really expanded the options when creating tickets and managing the workflow of it all Cons The Warranty integrations for Dell and Lenovo do not work that great but it is useful from time to time. Review Source SW Steve W. I.T. Director Government Administration Used the software for: 6-12 months ### "Improves effeciency, improves communication, shows the bosses we're busy." December 4, 2025 5.0 It has improved our efficency in handling issues. It gives us the ability to demonstrate to our administration that we're swamped at times and need more resources. Pros Ease of use. Organizes our tasks and tickets. Makes communication with employees vastly better. Automates some very basic tickets that come in regularly. Security for it is great and love the SSO feature. Cons the search function. When searching for a particular ticket we sometimes have issues finding them. Would like to have a search field for the employee that entered the ticket where we could just select that employee from a list. 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 BF Brad F. IT Support Tech Government Administration Used the software for: 2+ years ### "A vital tool for our everyday workflow." November 19, 2024 5.0 I have begun my fifth year using BOSSDesk. My experience has been that of appreciation. I appreciate the features and usefulness that BOSSDesk provides me on a daily basis. Having a way to view old tickets/requests as well as the new submissions are super important in our environment. Pros BOSSDesk is an all encompassing help desk tool. There are so many features and tools to ensure that our requests and tickets are expertly organized and stored. Going to OnPrem has given us even faster performance. Cons There are always learning curves when going to a different version of any system, but after moving to OnPrem, there are sooo many more settings and filters that need to be set for proper viewing. After getting those figured out, we were back in business. 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 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 RB Ronald B. Director of Information Technology Government Administration Used the software for: 2+ years ### "outstanding price for Service Desk solution" November 22, 2022 5.0 The product has been in our portfolio for approximately 10 years and I would not change it out for another solution. Pros The portability and mobility of the platform are outstanding. The tools are integrated seamlessly. Each module is highly functional and makes service ticket resolution simple. Seasoned staff and new staff rarely struggle with the software. We have integrated the tool with many unconventional software applications and we allow outside vendors to interact with the platform as well. Cons We have very few issues with the product. It works as intended and the solution and they adds functionality often. Review Source GW Garrison W. IT Support Analyst Information Technology and Services Used the software for: 6-12 months ### "Great software!" May 10, 2024 5.0 Wonderful! Great product, amazing staff. We have had nothing but good experiences. Pros The speed and fluidity. That was a big thing for us moving from our last system - it was slow and clunky when trying to manage the smallest bits of information. BossDesk performance has never dropped or slowed throughout our integration process. Cons Not much, but sometimes, it does feel a little lightweight. However, every week, more and more features are being added, so I do not think that that will be an issue three years from now. Review Source BS Ben S. Senior Systems Analyst Education Management Used the software for: 2+ years ### "Always can find new ways to leverage BossDesk to do more." December 17, 2019 4.0 BossDesk is providing us with a solid ticketing system. The additional features like being able to turn emails into tickets makes this product very useful. Pros The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful. There are a lot of features associated with BossDesk that allow you to feed into the application with email or Google, and this has proven to be a game changer for us. We can create a "comment" in a Google doc and use the Boss postbox feature to create a ticket off of this comment. We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application. Cons BossDesk has a dashboard with widgets that display ticket counts and allows you to open a view of those tickets - I wish it could use "custom" fields from the service requests to create dashboard items. Also, management would like to see more reporting features. All in all, still not too much downside to BossDesk. Review Source CS Cassandra S. System Specialist HelpDesk Admin Utilities Used the software for: 2+ years ### "Best Tech Support Solution" May 9, 2024 5.0 Exceptional. There is always something new to learn and make it adapt to my day-to-day needs. Pros The ability to help users with their technical needs through a ticket management system. Cons Thus far there is nothing. BossDesk has everything you could possibly need to work for you and your organization. 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 ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.