BOSSDesk Erfahrungen

BOSS Support Central - A Remote Support Must Have!

Kommentare: We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime that we have identified an issue, [SENSITIVE CONTENT HIDDEN] has been available to troubleshoot and report bugs to have it fixed in their next software release. They appreciate feedback and work to keep their product up to date.

Vorteile:

The ability to login to Support Central from anywhere at anytime and process tickets is something that we cannot live without in the new COVID19 world. We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it. The Dashboard area allows for the creation of widgets to monitor ticket assignments, counts and more on the fly. We utilize routing, templates and automatic responses to make sure support issues are addressed as quick as possible.

Nachteile:

We are very pleased with the product. The only recommendation that I have is for them to invest in a training and tutorial area for technicians to easily reference to learn of new features or to learn about how to get the most out of the product.

Awesome product and support team for automating and streamlining your service desk.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 :-)

Beta Ticketing System

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

BossDesk

Kommentare: 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.

Vorteile:

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.

Nachteile:

There really is not anything I can think of I would point out as being a negative

Great Ticketing System

Kommentare: We have been using BOSS for over 10 years and love the consist improvements the BOSS team is always making. They provide great customer service!

Vorteile:

Love the ease of use and easy to understand interface.

Nachteile:

There is nothing we are not happy with, if we are unhappy with anything the BOSS teams helps us fix the issue or helps us with custom work.

Software Review

Kommentare: BOSSDesk is an overall great product it makes life easy with tracking my inventory, and making life easy creating and closing tickets.

Vorteile:

I love when I join a pc to the domain BOSS grabs that pc and its information like the serial, model, & etc

Nachteile:

With the app rapid scan doesn't like regular barcodes its hard to scan them

Good solid ticketing and asset management

Kommentare: Its been great. Support is responsive and since they are a smaller company they care about each client

Vorteile:

Good support and good for the cost ticketing system

Nachteile:

That it requires a linux vm and a windows vm to run the on-premise deployment

Keep your Help Desk in Order

Kommentare: Great team that is easy to contact.

Vorteile:

Ticketing system helps keep our chaos under control.

Nachteile:

Nothing. Any issues were quickly addressed and resolved.

BOSSDesk use

Kommentare: It allowed us to quickly see what items were outstanding and escalate if needed. also the asset inventory was very useful for the small amount of items we had.

Vorteile:

I like the way it categorized assets and allowed me to quickly create a template to use for ticket entry.

Nachteile:

It fit all of the needs that we needed for the purpose it was purchased.

It is simple to place work orders and look at history by customer.

Vorteile:

Simplicity of submitting and reviewing work orders and queues, seeing subordinate work orders under master work orders

Nachteile:

Data Report building and lack of ease of customization without Administrative access, slowness of viewing different screens.

Help Desk Ticketing System

Kommentare: Boss has been a very important and valuable tool in our toolbox.

Vorteile:

As our help desk ticketing system, this is a very important part of the way our IT and Facilities department manages and documents our work. Also, it's a great way to access important asset information such as: serial numbers and program installations.

Nachteile:

I feel that Boss can be a bit sluggish, but has definitely gotten better over the last 3 years I've been using it. This is probably specific to the version we are using.

My most useful tools providing service to my customers. Support Central, Web and Mobile Helpdesk.

Kommentare: Implements our service response and keeps history.

Vorteile:

Quickly write a ticket and assign it. Distributes with ease on 3 platforms. Support is very responsive and they've always helped me. Looking forward to the new web version. I hope to set it up with an ITIL theme. Very reasonably priced. Lots of webinars.

Nachteile:

Someone in my organization designed the hierarchy before I got here and I would have done it differently. Will correct it when mapping to the new version. Had to learn SQL to get the kind of reports that I wanted.

One of the Best Helpdesk and asset management software packages I've used

Kommentare: We have been a Boss customer for about a year and a half now. The software works as advertised and the Support for the product is phenomenal. No matter what we want or need changed or ask, it is promptly taken care of and handled with professionalism. I cant say enough about customer support as they are always responsive and open to new ideas and concepts on improving the product not just for us but all their customers. Our ideas and needs are always considered seriously and we have seen the product evolve and change to meet whatever needs we may have as well as anticipate future needs.

Vorteile:

Ease of use and customization

Nachteile:

Reporting is a little less than inspiring but has definitely improved and the new version coming looks much better in this regard

Great ticketing and asset management solution

Kommentare: BOSS allows us to keep accurate inventory of our technology infrastructure. The ticketing/help desk functionality and reporting allows us to ensure that our end users issues are addressed appropriately and in a timely manner. You would be hard pressed to find a solution that offers everything that BOSS does at a price point that fits the budget.

Vorteile:

Helpdesk ticketing, inventory, reporting

Nachteile:

SQL process does get pretty intensive and can tend to eat up a lot of resources.

Products Capabilities

Kommentare: Make it easy for users to report their issues and no excuses from Helpdesk Support team because ticket can update anytime, anywhere .

Vorteile:

There are few features that I like, taking the possibility where I can customize most of the input in Service Catalogue by adding or removing and also the assets management tool which is very helpful for pulling reports.

Nachteile:

Not keeping customer update up coming features.

BOSSDesk is an intuitive and reliable Help Desk Ticketing tool.

Vorteile:

Some of the most impactful features are the Incident Management tools and Email Settings.

Nachteile:

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our users.

BOSSDesk is one of the best.

Kommentare: We have had great success with this product.

Vorteile:

Customer support is fantastic. They are quick and usually resolve issues very quickly.

Nachteile:

Nothing comes to mind with this with me not liking this product. All is great.

HRSM review

Kommentare: BOSS has not only aided in our workflow process, it has also helped our organization become more organized with regard to asset allocation and inventory. It has been so easy to use and the customer support has been top-shelf.

Vorteile:

How easy it is to customize to any organization or business.

Nachteile:

It could use an updated interface.

Our Solution was BOSS

Vorteile:

I am satisfied with the BOSS ticketing system, asset management, and ease of use. We have begun using electronic forms and it has made our every day work life a lot easier.

Nachteile:

Have no cons - it meets our needs perfectly.

Very Good Experience with BOSS Support Central

Kommentare: Boss Support Central hass really helped us to manage and streamline our trouble ticket calls. It has really eased the pain of how we were doing trouble tickets before. Also, the inventory management functions have been very useful and allowed us to computerize all of our inventory in one central location.

Vorteile:

Very easy to manage and access trouble tickets. Very nice inventory management functions

Nachteile:

None that I can think of

Best ITSM Platform for the pricing

Vorteile:

Ease of use, reporting, tickets routing, and escalation

Nachteile:

None of the features are irrelevant to me

BossDesk Review

Vorteile:

The product is easy to use compared to Matrix42 that another company I used to work from.

Nachteile:

Would like a feature when users start creating tickets, they get a list of Knowledge Base articles that they it might help them.

Great Solution for IT

Kommentare: BOSS Solutions has proven an extremely stable and feature rich product. Having used both Kaseya and Labtech as comparisons I have been quite pleased with BOSS. It has all the features we need and is very stable and dependable.

Vorteile:

Good features and very reliable

Nachteile:

Scripting features limited or very difficult. Same with SNMP

Effective in both cost and functionality

Kommentare: Generations ahead of TrackIT (our solution before Boss Solutions). This has allowed our company to add some real accountability and proper incident hand-off among our team members.

Vorteile:

Managed work flows. Automated ticket routing. Easier visibility to work flows, accountability, and assets.

Nachteile:

Only how ready your organization is to accept any change but that is not a failing of the software.

Great Product

Kommentare: I've worked with the software for about 5 years and I've never had any major issues with it. Also, their staff has always been very friendly and helpful, which is very important when considering vendors, in my opinion.

Vorteile:

This product works pretty well and is very easy to configure and maintain.

Nachteile:

The user interface used to look a little outdated in their previous versions, but their latest version looks a lot better.