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SherpaDesk

Score8.4 out of 10

9 Reviews and Ratings

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What is SherpaDesk?

SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.

Categories & Use Cases

Media

Techs get instant access to what needs to be done and how they are performing against their team
Manage all open tickets and sort by priority on what needs to be completed first
Track and enter all billable and non-billable time
Review project progress and profitability
Create flexible rate plans and compile invoices that can be sent out through QuickBooks or FreshBooks integrations
Update customer requests, add time and expenses remotely

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Key Features

Learn about the best (and worst!) features SherpaDesk has to offer, as determined by TrustRadius' reviewers.
Based on 9 ratings of SherpaDesk's features
View all features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.1

  • Internal knowledge base

    Internal knowledge base helps agents answer customers' support questions.

    Category average: 8.1

Areas for Improvement

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 7.4

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8

Reviews

What users are saying about SherpaDesk.
View all reviews

Happy with it

Cengiz UcarView profile
Freelance ERP Consultant in Information Technology at Cengiz Uçar (1-10 employees employees)

Pros

  • Can create ticket via e-mail
  • Good reporting capabilties
  • Mobile application
  • Free for one person

Cons

  • Somewhat slow sometimes
  • Android application needs improvement

Return on Investment

  • As a single freelance consultant Sherpadesk has exceptional ROI because it's free but if my company had more support people I would definetly go with SherpaDesk again.

A newbie's perspective

Incentivized
Jessica PiperView profile
Director IT Services in Information Technology at Northwest Nazarene University (201-500 employees employees)

Pros

  • Easy for the end user to navigate
  • Integrates well with our Google systems
  • Has a fairly good phone app

Cons

  • Its ability to switch between tickets, assets, etc., is a little clunky. A static menu bar would be helpful.
  • The ability to see the latest update in the ticket view.

Other Software Used

Adobe Acrobat DC, Google Drive, Microsoft Office

SherpaDesk is good. Our team just feels happier

Verified User
Employee in Information Technology (11-50 employees employees)

Pros

  • Ticketing is very fast & easy
  • Tracking time is fast

Cons

  • Will load slow sometimes
  • Could have more knowledge base articles

Return on Investment

  • Literally stress levels are so much lower, just doing the day to day feels awesome. Grateful.
  • I am not CEO of our company, but since tracking time is so much easier I am sure we are making more money.
  • More time for new business!

Alternatives Considered

Autotask

Other Software Used

QuickBooks Online

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