BOSSDesk
What Is BOSSDesk?
BOSSDesk, an ITSM (IT Service Management) Service Desk Help Desk and IT Asset Management solution, is available for both Cloud, On-Premise and mobile. An award-winning user-friendly interface and a Read more powerful Service Catalog helps IT departments quickly deploy self-service portals, workflow automations, HR-onboarding, asset management, incident , change and problem management. BOSSDesk is ITIL aligned and helps IT departments streamline ticket management and Optimize and automate processes easily Read lessWho Uses BOSSDesk?
BOSS helps government, education, finance , healthcare and any organization that is looking to implement modern Help Desk ticketing, Service Desk, Service Delivery and IT Service Management .
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Reviews of BOSSDesk
Katherine
BossDesk is a good software for companies needing to manage their tickets
Pros:
Really enjoy the ease of use and creation of service items and workflow routing. You can build workflows from a lot of different ticket attributes which allows for lots of customization in specific ticket routing.
Cons:
During our business processes moving more towards ITIL guidelines, there wasn't a lot of ways for us to move our processes into more ITIL frameworks.
Gary
Awesome product and support team for automating and streamlining your service desk.
Comments: 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 :-)
Ronald
outstanding price for Service Desk solution
Comments: 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.
Joshua
Beta Ticketing System
Comments: 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.
BOSS Solutions Response
2 years ago
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.
Joedy
BossDesk
Comments: We use BossDesk for our helpdesk solution as well as Asset Management as well as Self help point for our customers. The support staff is exceptional and makes setup and troubleshooting super easy.
Pros:
The ease of use is extraordinary. Asset management is definitely a breeze once everything is setup. Ticket management and history of issues is easy to track based on both the customer involved and the asset. So problem management can be tracked down to the customer or device.
Cons:
There really is not anything I can think of I would point out as being a negative
