# Page 2 | BOSSDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is BOSSDesk the right Customer Service 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 # Page 2 - Reviews of BOSSDesk ## Showing most helpful reviews Showing 26-50 of 139 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DC David C. Information Systems Manager Government Administration Used the software for: 6-12 months ### "Impressions after one year" June 26, 2025 4.0 Our organization has been using BOSSDesk for nearly a year, and overall, we are very pleased with the system. Pros BOSSDesk is a sleek, focused ITSM-centric platform that gets the job done. Support is quick and knowledgeable. The development team is continuously rolling out new features at a fantastic pace, and they even built a new API to assist us in migrating from our legacy platform. They take their customers' input seriously and truly aim to please. Cons Still lacking some features you may find with larger enterprise service desk platforms. Documentation is less thorough than I would like. There could be more connectivity between some modules, such as software assets, contracts, and ticketing. Reporting could be more robust and customizable. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We wanted a more ITSM-focused product. With Zendesk, we were paying for a lot of features that we did not need. Review Source GB Gibril B. IT Help Desk Government Administration Used the software for: 1-2 years ### "BOSSDesk Review from 1st line rookie perspective" October 30, 2025 5.0 The experience has been positive, as I started to use it around a year ago and it was quite easy and quick to learn. I like the use of reports as it allows us to analyse our performance in ticket management. Pros The effortless management of tickets, the robust security of it, the fact that you can modify and adjust features to your needs. Value for money is ideal for the work that you can do on it. The deployment is simple and with BOSSDesk, you can learn new skills being able to provide administrators and users with a positive learning curve. Cons They should be able to inform more accurately when a ticket is about to go out of SLA. Setting up personalised alerts would be ideal. Review Source ZC Zack C. Sysadmin-Security Analyst Government Relations Used the software for: 2+ years ### "Great tool!" December 17, 2025 5.0 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 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 AP Anthony P. GIS Supervisor Utilities Used the software for: 2+ years ### "BOSSDesk helps you serve your users beyond just IT related workflows" October 31, 2025 5.0 I've used BOSSDesk as an administrator,agent, a requester, and a watcher - all four possible usertypes. Pros BOSSDesk allows management of a variety of workflows. Its simple process enables customers to notify agents of requests along with asset tracking. Cons The thing I like least about BOSSDesk is that the Asset are currently only IT-related assets. If this could be expanded to include and manage all assets of a business, this product would eliminate the need for many other software packages. Review Source AH Andy H. IT Deputy Director Government Administration Used the software for: 2+ years ### "IT Deputy Director" December 3, 2025 4.0 Its good and I haven't thought about changing to anything else. \[sensitive content hidden\] is always ready and willing to discuss any issues or ideas Pros It works and rarely do we have to call support. When we do have a call or discussion the team is ready to help Cons Its a lesser known ticketing system so alot of RMM tools dont have native support for API. The asset management needs some improvement Review Source JP John P. Information Technology Specialist II Government Administration Used the software for: 2+ years ### "BOSSDesk - I would recommend to a friend" December 4, 2025 4.0 Having worked with more than a handful of Helpdesk applications over my twenty years of IT work, this is one of the better ones out there. Pros The categorization of the ticket information and time management. Ability to search old/closed tickets by keywords. Cons There is a little bit of a learning curve when setting up groups and templates. Wish there was a bit more documentation on configurating groups and templates. Review Source CH Cody H. Voice Engineer Government Administration Used the software for: 2+ years ### "Great Feature Set That Is Always Improving" October 30, 2025 5.0 Great. As a prior ConnectWise user. I prefer the BOSS desktop version. The overall reliability is what sets it apart. Pros I like the ability to customize ticket dashboard views. The feature set is always updating. Having a knowledge base built in helps our internal staff along with our customers we serve. Cons I'd like to see the mobile app become easier to use. IOS app can be a little cumbersome to navigate through. 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 BOSSDESK 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 SQ Syed Q. Programmer Analyst Government Administration Used the software for: 2+ years ### "Overview of BOSS" June 11, 2025 4.0 Overall it's good, the way the tickets are created, resolved and closed and maintained. Managing each ticket is also simple and straight forward. Pros Simple straight forward entries. The way the tickets are created, maintained, resolved and closed and managed. Cons Can have a better Graphical User Interface. Could have a better report generator with simple custom reports. Switched from [ServiceTeam ITSM](https://www.capterra.com/p/10001381/ServiceTeam-ITSM/) Management did that. May be it was more cheaper. Review Source BZ Brett Z. Regional PCLan Technician Mining & Metals Used the software for: 2+ years ### "Boss Ticket System a Must Have!" July 9, 2025 5.0 Self-Service Portal – Empowers end users to help themselves, reducing IT workload. Customer Support – Prompt and knowledgeable support from the BOSSDesk team. Pros User-Friendly Interface – Clean dashboards and intuitive navigation. ITIL Alignment – Processes for incident, problem, and change management that align with ITIL best practices. Cons Customization – The ability to tailor forms, workflows, and automations to specific organizational needs. Service Catalog – An organized and accessible catalog for users to request services or report issues. 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 HS Harnak S. Business Analyst Retail Used the software for: 1-2 years ### "BossDesk Review" June 27, 2025 4.0 My overall experience with BOSSDesk has been great. It is user friendly, reliable, and supports our IT needs well. Pros What I liked most about BOSSDesk was the AI feature along with the wide range of customization options available. Cons What I liked least about BOSSDesk is that it does not offer much integration with our existing tools like Asana. 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 CC Claude C. Information Technology Director Government Administration Used the software for: 2+ years ### "BossDesk Endorsement" January 13, 2025 5.0 Overall, our experience with both the software and BossDesk team has been excellent Pros The customer support is excellent. The team gets to know the needs and goals of your organization and department and works to help you achieve your support vision. Cons I would like to see updates to the Knowledge Base portion of the application Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing BOSSDesk We truly felt that BossDesk was the better value over these other products, and research and time in the system have proven this assessment to be correct. Review Source TB Tamika B. Service Desk Analyst II Government Administration Used the software for: 1-2 years ### "BOSSDesk the Real Ticketing System" May 7, 2025 5.0 We started off with BOSS and now we have migrated to BOSSDesk. This product has made our ticketing system easier to manage. Pros BOSSDesk makes our ticket management easier. I like that the software can be customed to fit your needs. Cons N/A. Whenever a problem occurs, support responds quickly and the issue is resolved. 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 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 ER Edward R. IT Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "BOSSDESK REVIEW" December 17, 2024 5.0 Very Happy overall, I highly recommend this product. Pros It's Scalability, price, quick response from the support team. Cons N/A - I can't think of one disklike of about tool. 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 SD Sandra D. Business Systems Administrator Information Technology and Services Used the software for: 1-2 years ### "BOSS HelpDesk" November 20, 2024 5.0 There are many things I don't know about BOSS and am still learning but overall it is a good HelpDesk tool. Pros Easy input for tickets. I also like the TASK tickets that can be put in for others. Cons When you add a private comment and there is a watcher on the ticket, they cannot see the comment. Switched from [Dell EMC PowerScale](https://www.capterra.com/p/248856/Dell-EMC-PowerScale/) Our sister company made the decision to change. Review Source AH Andrew H. Deputy IT director Government Administration Used the software for: 2+ years ### "Great product for the price" November 19, 2024 5.0 Overall experience with the product and support team has been great. Pros Easy and very customizable ticketing management options. Cons It doesn't have direct integrations with a lot of windows management tools like ninja RMM. 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. BOSSDesk was a great fit for our organization. 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 LS Le’Don S. Desktop Administrator Information Technology and Services Used the software for: 2+ years ### "BOSS Desk Review" May 9, 2024 5.0 It has been great overall the customer support is very responsive and they are very helpful Pros I love the functionality of BOSS and having to have the flexibility to create your own work flows and service requests that are Taylor made for your organization Cons It doesn’t have the HP warranty information Reason for choosing BOSSDesk I wasn’t involved in the process it was before my time. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.