What I really like about SherpaDesk is that it is easy to customize. There is a learning curve but once it's setup can be very easy to use. Recent updates have made the interface easy to locate and find what you may be looking for. Once I needed assistance and support was quick to help and there are many videos and instructions available as well. The site is quick and I've not had any issues accessing via mobile or desktop. Compared to other PSA/RMM software I have used the pricing can't be beat. Review collected by and hosted on G2.com.

There is really nothing I dislike about the product, being able to customize it to your needs is top notch. Review collected by and hosted on G2.com.

The customer portal allows customers to contact us immediately. This has been a game changer as office staff is not always available or we are all in the field. Review collected by and hosted on G2.com.

I think a knowledge base area in each customer's profile would also be helpful. Could save a little time or be nice to see any pain points for that particular client each time you are in their profile. Review collected by and hosted on G2.com.

Easy to Setup and easy to use new UI is a major improvement Review collected by and hosted on G2.com.

Reporting a little on the weak side needs more and better OOO reports Custom report writer is powerful but not very easy to use, you need to have good knowledge of the data infrastructure to write reports Review collected by and hosted on G2.com.

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 not need 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 flexibility 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 implemented 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 committing 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 ability to put in an 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 creating a ticket you fill in the subject of the ticket and then the details. Would have liked to have seen the details propagate through to the invoicing side of things not just the subject. However only responses/details with time flow through. Was told the reason why is otherwise the non-time related back/forth responses to the client would just pollute the invoice, which is fair enough, but still would have just liked to have seen the 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 too difficult and easy to use for them. Review collected by and hosted on G2.com.

I cannot think of too 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 alphanumeric 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.