5 / 5 10 reviews

Who Uses This Software?

Any Industry.

Average Ratings

10 reviews
  • 5 / 5
  • 5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service
  • 4 / 5
  • 4.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • SupaTools
  • Founded 2013

About This Software

SupaDESK is a fully integrated ITSM solution based on ITIL principles. It offers full Service Desk functionality including Incident, Request, Problem, Service and SLA Management. There is built-in Active Directory integration, Service Catalog and Self-Service interface. A mobile app is also available for remote ticket management. Can be integrated with SupaCMDB module to provide full asset management solution.

  • Alerts / Escalation
  • Assignment Management
  • Automated Routing
  • Availability Management
  • Billing & Invoicing
  • CMDB
  • Change Management
  • Community Forums
  • Configuration Management
  • Contract / SLA Management
  • Contract Management
  • Customer Database
  • Customer Engagement Center
  • Dashboard
  • Document Management
  • Escalation Management
  • Historical Audit
  • IT Asset Management
  • IT Service Desk
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • Live Chat
  • Mobile Access
  • Multiple Brands / Products
  • Problem Management
  • Procurement Management
  • Project Management
  • Recurring Issues
  • Release Management
  • Remote Control
  • Rich Text Editor
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Surveys & Feedback
  • Task Management
  • Ticket Management

SupaDESK Latest Reviews

Automatically translated. Show original review

Hawkins Service Desk Review

4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: In general the experience is good.
1. Reporting is not user friendly. The system prescribes type of reports e.g. Resolved vs closed. We report on resolved tickets(maybe not correct from an SLA reporting perspective, however we have minimal reopens) - the Incident KPI dashboard reports on closed. I am not using the reporting functionality at all and have compiled my own queries/views and dashboards. In addition the display of results in graphical format is quite limited.
2. Updating via emails are not neat/tidy - includes a lot of information (signatures and pictures) making it difficult to follow the notes.
3. Agents work on more than one ticket the same time and would like to keep the ticket open - although a ticket can be opened in a new window it only shows the "edit" view and not all information required (e.g. notes) to actively work on a ticket
4. Cannot exclude child-related incidents from SLAs
5. Admin manual to be more comprehensive on the how to do that what to do.
6. In instances when we want to add a picture, we need to save it as a document before it can be an attachment - it would be better to copy and paste the picture (especially in the knowledge base, but this can also be applied when we want to send a printscreen to a user via notes or notify) - we communicate a lot with vendors and need to send them printscreens as certain test are done. Because of the extra steps to be added to allow this in SupaTOOLS, the team tends to bypass SupaTOOLS and send comms via their mail accounts. This means I have to manage this factor as well.
Chris has been more than supportive and quick to respond, which I appreciate.

Pros: Tasking capability

Cons: Reporting
Reminders not configured

Automatically translated. Show original review

SupaTools provides our organization with quality applications that are critical to our business.

5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: ITIL/ITSM rules management and enforcement.
External applications extension and integration.
Security policy enforcement.
MRP functionality.
Historical reporting for trend analysis.
Full Lifecycle management.
Outstanding vendor support.

Pros: The COTS version of the application feature rich and is flexible enough to customize for company-specific requirements. The ITIL process-based, ITSM software helps us enforce our business processes and rules. It has very granular user authorization features and profiles that help us easily update, maintain and enforce our security principles. Additionally, we use the APIs to help integrate functions of the application to our other systems. Finally, the support of the SupaTools team has been outstanding. They have always accommodated our requests, and in some cases helped us make design/integration decisions that prevented issues further down the line.

Cons: The original UI looked a little dated (block images, etc...), but they have made great strides in recent updates.