spotsaas-logo
Get Listed

8.9

Spot Score

SherpaDesk - Help Desk Software

SherpaDesk

Effortless help desk management for all your needs.

4.5

(34)
Save to Favourites

Add to compare

Starts from $9/Tech, also offers free forever plan

Request a Quote

What is SherpaDesk?

SherpaDesk helps companies manage their help desks, including ticketing, knowledge base, customer care, call tracking and more. It also helps companies provide online training to customers, set up web forums for communities or internal teams, self service ticket submission via the web or email for customers to submit their own tickets to help desk, automatically route inquiries to the right person on help desk staff.

Pricing

  • Starts from $9/Tech

  • Free Trial available

Customer Type

  • Freelancers

  • Large Enterprises

  • Medium Business

  • Small Business

Platform Type

  • SaaS/Web/Cloud

  • Mobile - Android

  • Mobile - iOS

SherpaDesk software demo

Do you work for SherpaDesk? Take Control of this page. Click here

SherpaDesk was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.

SherpaDesk is best suited for

  • employee count

    Employee count: 50-500 employees.

  • industries

    Industries: IT Services, Managed Services Providers, Consulting, SaaS, and Helpdesk Solutions.

  • Job titles

    Job Titles: IT Managers, Support Technicians, Customer Service Representatives, Project Managers, and Operations Managers.

Benefits of using SherpaDesk

  • Streamlined Ticket Management: SherpaDesk simplifies the process of tracking and managing support tickets. As a manager, you’ll appreciate how easily your team can prioritize and respond to customer inquiries, ensuring no request falls through the cracks.

  • Comprehensive Time Tracking: With integrated time tracking features, SherpaDesk allows administrators to monitor project progress and resource allocation effectively. This insight helps in making informed decisions about workload distribution and project timelines.

  • Robust Reporting Tools: Executives can leverage SherpaDesk’s detailed reporting capabilities to gain a clearer understanding of team performance and customer satisfaction metrics. These reports facilitate strategic planning and highlight areas for improvement.

Explanation of SherpaDesk Key Features

  • Incident Management

    SherpaDesk’s Incident Management feature allows organizations to effectively track and resolve issues reported by users. By logging incidents in a centralized system, teams can prioritize and assign them to the appropriate personnel based on urgency and expertise. This organized approach minimizes downtime and ensures timely resolution, ultimately enhancing customer satisfaction and operational efficiency.

  • Social Media Integration

    With Social Media Integration, SherpaDesk enables businesses to monitor and respond to customer inquiries and issues raised on social media platforms. This feature helps in capturing a wider range of customer interactions, allowing teams to address concerns in real time and maintain a positive brand image. By consolidating communications from various channels, it streamlines engagement and improves customer service responsiveness.

  • Document Storage

    The Document Storage feature provides a secure repository for all relevant documents related to incidents, projects, or client interactions. Users can easily upload, access, and share documents within the platform, ensuring that all team members have the information they need at their fingertips. This reduces the risk of miscommunication and ensures that everyone is aligned with the latest updates and resources.

  • Customizable Branding

    SherpaDesk’s Customizable Branding feature allows organizations to personalize the platform's appearance with their logos, color schemes, and other brand elements. This not only enhances brand visibility but also creates a cohesive experience for users interacting with the service desk. Custom branding fosters trust and professionalism, reinforcing the organization’s identity.

  • Ticket Management

    The Ticket Management feature simplifies the process of tracking user requests and incidents through a structured ticketing system. Each ticket can be categorized, prioritized, and assigned to specific team members for resolution. This organized approach ensures that no request is overlooked, improving response times and service quality while providing clear visibility into ongoing issues.

  • Surveys & Feedback

    With Surveys & Feedback functionality, SherpaDesk empowers organizations to gather insights directly from users after an incident has been resolved. This feature facilitates continuous improvement by capturing user satisfaction levels and identifying areas for enhancement. By acting on feedback, businesses can refine their processes and better meet customer expectations.

  • Known Issue Management

    The Known Issue Management feature allows teams to maintain a database of recurring problems that have established solutions. By documenting these issues along with their resolutions, staff can quickly reference solutions for similar future incidents, thereby reducing resolution times and enhancing overall efficiency in problem-solving.

  • Knowledge Base

    SherpaDesk includes a comprehensive Knowledge Base that serves as a self-service resource for users seeking answers to common questions or issues. This feature reduces the volume of support tickets by empowering users to find information independently, saving time for both customers and support staff while improving overall service delivery.

  • Contract (SLA Management)

    The Contract (SLA Management) feature enables organizations to define Service Level Agreements (SLAs) tailored to their clients’ needs. By setting clear expectations regarding response times and service quality, teams can prioritize tasks accordingly. This helps ensure compliance with contractual obligations while maintaining customer satisfaction through transparent service commitments.

  • Automated Routing

    Automated Routing directs incoming tickets to the most suitable team member based on predefined criteria such as expertise or workload. This streamlines the assignment process, ensuring that issues are handled by the right personnel without unnecessary delays. As a result, organizations can improve response times and enhance overall service efficiency.

  • Alerts (Escalation)

    The Alerts (Escalation) feature notifies relevant team members when an incident requires urgent attention or has surpassed its SLA parameters. These timely alerts help ensure that critical issues are addressed promptly, minimizing potential impact on customers or operations while maintaining accountability within the support team.

  • Self Service Portal

    The Self Service Portal provides users with access to resources such as FAQs, troubleshooting guides, and ticket submission forms without needing direct support interaction. This empowers users to resolve minor issues independently while freeing up support staff to focus on more complex requests, leading to enhanced operational efficiency.

  • Live Chat

    SherpaDesk's Live Chat feature facilitates real-time communication between support staff and users seeking immediate assistance. This instant messaging capability enhances customer engagement by providing quick answers to inquiries or issues, ultimately resulting in improved satisfaction levels as users receive timely support.

  • Recurring (Subscription Billing)

    The Recurring

SherpaDesk Pricing

Claim a Free Trial

Free Trial

  • Yes, It's available

SherpaDesk Pricing

  • Starts from $9/Tech

  • Offers free forever plan

Pricing Model

  • Free trial

  • Freemium

  • Paid Plans (Subscription )

Claim a Free Trial

Screenshots of the SherpaDesk Pricing Page

Disclaimer: Pricing information for SherpaDesk is provided by the software vendor or sourced from publicly accessible materials. Final cost negotiations and purchasing must be handled directly with the seller. For the latest information on pricing, visit website. Pricing information was last updated on .

Free SherpaDesk Alternatives

Recommended

Effortlessly manage customer ...

9.2

Very Good

Visit websiteCompare SherpaDesk vs Zendesk Support

Recommended

Efficient support for all your ...

9.7

Very Good

Visit websiteCompare SherpaDesk vs Zoho Desk

Recommended

Transform Customer Interactions ...

Visit websiteCompare SherpaDesk vs Tidio Helpdesk

Effortlessly manage time and ...

7.9

Compare SherpaDesk vs Time Track Bill

Efficient time tracking and billing ...

7.3

Compare SherpaDesk vs Billable

Simplify your business processes ...

8.8

Very Good

Compare SherpaDesk vs Apptivo

Streamline your support process ...

Very Good

Compare SherpaDesk vs Freshservice

Streamline your service desk with ...

Excellent

Compare SherpaDesk vs Vertask

Empower your support team to excel.

9.5

Very Good

Compare SherpaDesk vs Freshdesk

Effortlessly improve customer ...

8.9

Very Good

Compare SherpaDesk vs Teamwork Desk

Why users might consider alternative to SherpaDesk?

  • Users may seek alternatives to SherpaDesk due to its limited integration capabilities with other tools, which can hinder workflow efficiency and data synchronization across different platforms essential for their operations.

  • Some users find SherpaDesk's user interface less intuitive, prompting them to look for solutions that offer a more streamlined and user-friendly experience, especially for teams unfamiliar with complex software.

  • The pricing structure of SherpaDesk may not fit every budget; organizations with tighter financial constraints might explore alternatives that provide similar functionalities at a more competitive price point.

  • Certain businesses require advanced reporting and analytics features that SherpaDesk may lack, leading them to consider options that offer robust data insights for informed decision-making and performance tracking.

  • Users looking for superior customer support may turn to alternatives if they perceive SherpaDesk's responsiveness and assistance as inadequate, prioritizing solutions with dedicated support teams and resources.

SherpaDesk Reviews & Ratings

4.5

Very Good

Based on 34 ratings & 29 reviews

Rating Distribution

Excellent

(19)

Very Good

(7)

Good

(2)

Poor

(1)

Terible

(0)

Expert's Review

SherpaDesk is a powerful help desk solution that efficiently integrates ticketing, knowledge management, and customer care in one platform. It offers features like self-service ticket submission, automated ticket routing, and online training tools, making it ideal for managing customer support and training needs. While the platform simplifies many help desk ...Read more

SherpaDesk pros and cons

  • SherpaDesk streamlines help desk operations by integrating ticketing, knowledge bases, customer care, and call tracking into one platform, improving efficiency.

  • The ability for customers to submit tickets through web or email provides a convenient, self-service option, reducing the need for direct interaction with support staff.

  • SherpaDesk offers robust online training tools for customers and web forums for communities or internal teams, fostering engagement and knowledge sharing.

  • The software automatically routes inquiries to the appropriate team member, improving response times and ensuring that tickets are handled by the right person.

  • SherpaDesk may not offer extensive customization for organizations with unique help desk workflows or specific branding needs.

  • As a cloud-based platform, SherpaDesk requires a stable internet connection for optimal performance, which may be problematic in areas with unreliable access.

User Review

DI

Derek Iannelli-Smith

04/18/21

5 out of 5

Awesome ITSM Software

PROS & CONS What are the best aspects of this product? For one user it is FREE! I have also gone back and forth with the owner many times with ...

Read more

MD

Marnie D

10/15/20

4.5 out of 5

IT management made easy!

JC

Jared C

09/15/20

5 out of 5

Easy to use and streamline IT

What do you like best? I like that you can customize your setup so much. You can setup all the prompts you need for tickets, customize your portal, ...

Read more

AY

Andrew Y

07/02/20

5 out of 5

Highly Flexible PSA - Great Support

What do you like best? I really like the fast, responsive interface, and the fact that they are very open with their pricing. The flexibility for ...

Read more

SherpaDesk Support

Contact

+1 866-996-1200

Customer Service

Business Hours

Online

Location

San Francisco, California

Frequently Asked Questions (FAQs)

Stuck on something? We're here to help with all the questions and answers in one place.

SherpaDesk is a Help Desk Software. SherpaDesk offers Incident Management, Social Media Integration, Document Storage, Customizable Branding, Ticket Management and many more functionalities.

Some top alternatives to SherpaDesk includes Zendesk Support, Zoho Desk, Tidio Helpdesk, Time Track Bill and AtTrack.

Yes, SherpaDesk provides API.

Yes, SherpaDesk provides a mobile app.

SherpaDesk is located in San Francisco, California

SherpaDesk offers Free Trial, Freemium, Subscription pricing models

Yes, SherpaDesk can integrate with Quickbooks, Xero

The starting price of SherpaDesk is $9/Tech

This software is researched and edited by

Rajat Gupta is the founder of Spotsaas, where he reviews and compares software tools that help businesses work smarter. Over the past two years, he has analyzed thousands of products across CRM, HR, AI, and finance — combining real-world research with a strong foundation in commerce and the CFA program. He's especially curious about AI, automation, and the future of work tech. Outside of SpotSaaS, you'll find him on a badminton court or tracking the stock market.