BOSSDesk Reviews

I liked that it was fairly easy to setup and scanned our complete network. Boss assisted us getting started. I could close tickets out on my phone using the app. We were able to setup work flows for onboarding and exiting employees. It had a self help area and we could setup FAQs for other support folks.

It took some careful planning setting up some of the helpdesk categories and menu items in the begining. If I remember correctly, we got about half way through and decided to start over .

It generally helped things not get lost or forgotten in the inboxes, sticky notes and voicemail boxes of a very lean IT Team. Communication was leveled up between us and we got even more done. You could see who was doing what and manage your time better. Tickets would be routed to the correct people to resolve them and approvals could be routed to managers when purchases or security rights were in question.

Ticketing and tracking of issues are the two most helpful features that I use

Interface needs an overhaul so that the different features and billets are better defined.

Ticketing,

The ticketing system is good & user-friendly—easy deployment with convenient features. ITIL Bossdesk software is an easy way to take charge of the IT company infrastructre for maximize processes & improving efficiency.

I like the way the bossdesk presents all the information of logged tickets, incidents and events. And the different format & charts of export reports is most helpful for all.

Project Management features & MSSP mode are not available compared to another fresh service desk/ Zoho service desk solution.

We use Bossdesk solution to resolving tickets of Networking, different Cyber security products related and it helps to all of our customer's timely support with time entries & knowledge base documents.

BOSSDesk gives dail reminder of tickets which employee needs to work .

Report statistics needs to be more clear based on Open, Closed, unassigned etc.

BOSSDesk helps employees to work on daily schedule works by assigned ticket. It helps to reduce more work.

I like the way the boss desk presents the information about the event and incident which are logged by the customer to the support team members, the User interface was very easy to understand and it has almost all features required for an employee to request a service in an organization with Single sign-on.

The feature that needs to be improved was the details displayed on a ticket, while looking in a ticket it shows all messages from first to the last message dropped. this takes lot of time to identify the customer needs and replies

Interacting with the customers, resolving tickets, tracking the current status of queries, helping the user with the solution, sending POC and sop document related to the issue, assigning tickets, etc...

Bossdesk can share the ticket summary report in our mail. in the summary report, we can get various details like category distribution, source distribution, team distribution etc.

The boss desk does not share event follow-up emails or reminder mail to users.

The boss desk we can use for daily work routine reminders.

we using the boss desk as an internally ticketing tool. we are raising tickets for every customer query and can assign that ticket to the respective worker. it gives help to solve customer queries on priority.

Turning emails into tickets makes this product very useful. We can create templates for specific tasks so that it auto-fills the reply.

Sometimes it gets very slow and the UI also can be improved

Helpdesk ticket management, tracking tickets, customer support and employee support.

Bossdesk is a very excellent ticketing tool. In the last two years, we have been using this tool for our organizations. It will be most helpful to the organization support Team. Mostly I liked about this tool is managing help desk tickets and assets.

This tool needs to add more features in exporting the report because I will not generate multiple customers tickets on one excel sheet while selecting an advanced search filter.

We monitor this tool to know which customer is raising the ticket and which member to assign once customers submit the tickets. After that, our engineers take action that to resolve the Customer issue. Easy to log incident and service requests. Awesome software.

In this solution, we can log cases via mail, and also, we can set an escalation matrix for the same, after escalating from one person whom we need to notify that we can add in this tool.

Sometimes this solution violates the SLA after taking proper actions and providing tasks for the same. It's a little bit slower than others. BossDesk team should work on slowness.

We are using the BossDesk Ticketing Tool, which gives us proper visibility of our work. We can track our activities with this solution and manage all the support from one console itself.

Having the best customization options like we can categorize tickets agent-wise or team-wise. Filter tickets with status like In progress, On-hold or closed.

Custom Dashboard

Not supported on Linux and MAC platform