BOSS Solutions Suite

Kommentare: I am very pleased with the ticketing system, asset management, and ease of use. There is a hurdle to cross with getting reports needed, but the support team at BOSS has been outstanding with assisting our end users with getting reports written as they have been requested. I recommend this product, and am thankful that Kris and Ganesh have been able to make our upgrade as smooth as possible.

Vorteile: The online dashboard is a huge change from the client that we had previously for Support Central. The ability to access via a web browser or via an iOS App has made remote support a reality instead of an obstacle requiring VPN connections. The Asset management feature is a perfect tool for managing system information, especially if you are a Dell shop because of the API connectors that are available to view warranty information. The ticket management system works as it should... it logs tickets and all information associated with the ticket movement.

Nachteile: It felt like our organization was one of the first one's migrated to the new system, even though it had been available for quit some time. Requests that we would make, seemed like a logical request for anyone that had been using the product, so it was frustrating to our techs when we first implemented the new product. With tweaking and new releases of the Support Central product, we feel much more stable and confident in the path the product has taken us down. The biggest complaint that I hear is the lack of a knowledge base for tips and use of the application from a "Help" section within the product. It would be nice to have some documentation on what the product can do, what the different areas are for, and more screenshots with step by step instructions for our technicians. There should be monthly updates that are written that technicians could subscribe to receive tips and be in the "know" on what is coming in the future.

Kommentare: BossDesk is providing us with a solid ticketing system. The additional features like being able to turn emails into tickets makes this product very useful.

Vorteile: The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful. There are a lot of features associated with BossDesk that allow you to feed into the application with email or Google, and this has proven to be a game changer for us. We can create a "comment" in a Google doc and use the Boss postbox feature to create a ticket off of this comment. We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.

Nachteile: BossDesk has a dashboard with widgets that display ticket counts and allows you to open a view of those tickets - I wish it could use "custom" fields from the service requests to create dashboard items. Also, management would like to see more reporting features. All in all, still not too much downside to BossDesk.

Vorteile: Was extremely easy to implement and set up. Training and the migration process was simple and took no time to adapt. Boss support responds very fast and handles your problem(s) professionally and quickly. From an administrative standpoint, ticket tracking and handling cannot get any easier.

Nachteile: Would like the ability for the end user to have the option to close out the ticket themselves once the problem is solved/fixed.

Kommentare: It's a great product for inventory and work orders. I'm not really impressed about the reports or how the work orders print. I really like how it works with AD to pull in MS equipment.

Vorteile: The dashboard that gives me specific information related to only me is a great tool. I normally have my screen on the dashboard. The easiness and quickness to generate a ticket or check an asset is also hard to beat. Being able to create templates for certain tasks so that it auto-fills the bulk of the information is a great time saver.

Nachteile: The reporting feature is not the best in class and needs alot of work. It could be our side, but it often is very slow when running from the web portal as well. I think I still like the thick client better and did not really have slowness issues.