SherpaDesk Reviews & Product Details

RMM Alerts feeding into Sherpadesk, contract management, Quickbooks syncing for both contracts and hourly work, flexibility for any type of support contract whether it be fully managed customers or on a block of hour basis, Sherpadesk can support it all. The knowledgebase is an amazing addition as well, having all account data in tickets, KBs, invoices, Customer point of contacts, etc. Sherpadesk has made our lives so much easier! We do no tneed to reach out to support that often but when we do they are always right there with rapid response times. Review collected by and hosted on G2.com.

I cannot think of any true downsides. Since I found Sherpadesk I told myself I am never switching PSAs ever again! Some IT providers find it difficult to manage a PSA separate from their RMM but I believe this adds for more flexibiility into your offering, not tying you to one platform. Sherpadesk does allow the ability to bring in RMM alerts from basically any RMM provider as long as they support email address notifications, as well as some built in RMM integrations so it is very flexible. Review collected by and hosted on G2.com.

It has cut our time dramatically working in the field. The on the fly estimate / quote creator is a great resource to have. Review collected by and hosted on G2.com.

Better times for support for us users. We would like to have this Review collected by and hosted on G2.com.

- Good UI

- Relatively easy to setup to get the basic feature up and running reasonably quickly. Some of the more advanced features take a longer.

- Can use a subset of features to get you up and running, so don't have to try to learn everything for it to work and get using it.

- Great technical & sales support. Very quick to respond. Even implmented a couple of new feature requests within a few months.

- Integrates well with Xero, we are now doing invoicing with a few mouse clicks

- All the content either in a ticket or a knowledge base appears to be indexed (though you do need to give it a bit of time after added data). So you can easily search for say a problem you had and it will bring up related tickets or KB articles that you've created that contain what you've searched for. Which I know some other PSA software doesn't eg N-Able

- Good pricing and having the first User free is a good way to test the package yourself before commiting to it.

- Easy to use, we've tried Connectwise and for what we wanted out of a PSA it's just too complex to setup and even using is a bit cumbersome. SherpaDesk is much easier and much better support. Review collected by and hosted on G2.com.

- Minimalistic documentation, though the software is reasonably intuitive so it's not too bad, and we were able to contact support who were quick to answer the questions.

- Time is not rounded up/down as with some other software, in that say if you have time being tracked in 15 minute increments then as soon as you go to 16 minutes, it will get billed as 30 minutes. Other packages have the abilty put in a option of say allow X minutes after the increment before rounding up. That said, support said they were looking at implementing this at some point.

- When ceating a ticket you fill in the subject of the ticket and then the details. Would have like to have seen the details propagate through to the invoicing side of things not just the subject. However only reponses/details with time flow through. Was told the reason why is otherwise the non-time related back/forth reponses to the client would just polute the invoice, which is fair enough, but still would have just like to have see then first one which describes the details of the issue get through. The work-around is to simply copy it onto the first time entry. Review collected by and hosted on G2.com.

Sherpadesk is very straightforward and a great way to keep track of your tickets. The support from Sherpa is always quick and very helpful. The end-user experience is great also, not to difficult and easy to use for them Review collected by and hosted on G2.com.

I cannot think of to many dislikes. It is an easy transition from Connectwise to Sherpadesk. If there are any things we would like to see changed, putting in a request with SherpaDesk is very smooth and they take all of the upgrade ideas. Review collected by and hosted on G2.com.

easy to implement and fantastic technical support. Review collected by and hosted on G2.com.

Not enough alphanumberic characters in some fields and not able to add custom fields in certain functionality. Review collected by and hosted on G2.com.

Sherpadesk is a very user-friendly ticketing system that you can start deploying within 15 minutes of opening right out of the box. You can quickly manage the queues and keep track of the age of each request. Review collected by and hosted on G2.com.

Sherpadesk is very easy to use, so if you require extreme rules, then this is not for you. Most of the features are prebuilt (easy). But if your organization has multiple levels a request/incidents must be processed, then this is not the tool for you. Review collected by and hosted on G2.com.

Sherapdesk has a lot of the desired features built-in straight out of the box. You can quickly setup up your ticketing queues and request within minutes. It allows you to set up rules for closing out tickets/reopening depending on your needs. Review collected by and hosted on G2.com.

SherpaDesk, from time to time has small bugs. But they have a quick response time to any issues. Although their support team is a bit small, they are dedicated to their customers. Review collected by and hosted on G2.com.

A very useful tool in seeing tickets as they come in and the ease of being able to respond quickly to the client. Review collected by and hosted on G2.com.

Wish you did not need an extension to have the tickets automatically refresh to come in. Review collected by and hosted on G2.com.

Project Management with time tracking is included. Review collected by and hosted on G2.com.

The interface is a little clunky and feels dated. Review collected by and hosted on G2.com.

That it is free for one technician. It lets me use all the features I need and if I need something extra, I can pay for it. Review collected by and hosted on G2.com.

The portal setup is difficult to understand. Setting up the portal graphics and coding is not for everyone. Sherpa Desk does not have any guidance on this or examples. Review collected by and hosted on G2.com.