About SMART Service Desk

SMART Service Desk is cloud-based and on-premise help desk software. It caters to businesses of all sizes in industry verticals such as government, banking, retail, FMCG, automobile, oil and gas, manufacturing, pharmaceuticals and education. Primary features include incident management, case management, change management, contract management and real-time reporting.

SMART Service Desk offers IT service management, governance and risk compliance (GRC), customer relationship management and enterprise asset management capabilities within a suite. Other features include field service management, HR case management, knowledge management and service transition management.

Users can automate their human resources and administrative processes. SMART Service D...


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Supported Operating System(s):

Web browser (OS agnostic), Windows 8, Windows 10

30 Reviews of SMART Service Desk

Average User Ratings

Overall

4.70 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(22)

22

4 stars

(7)

7

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 30 results

June 2017

Amelita from School

Company Size: 201-500 employees

Industry: Primary/Secondary Education

Time Used: Less than 12 months


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

June 2017

Maintenance Service Request & Resolving

This is very useful in creating, monitoring, reporting and resolving service request. I suggest that they should develop more option about how it was resolved and also include it a report that can be generated.

Pros

Useful, accessible can be used anywhere as long as you have an internet connection. Options not complicated it's easy to understand so it's easy to create and monitor the service request. It saves time in reporting concern because of no need to talk to maintenance personnel personally. It shows also how/what the maintenance personnel works. The concerns were properly reported and monitored so it was also properly documented and can check the history of the concern. It can generate reports in so many ways.

Cons

Their is no option or category how it was resolved. The time & date is not synchronize to the place of the user.

November 2016

Sethi from Infoline

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2016

Great value for organizations looking for Digital Transformation of IT and HR Departments

From the first time I used SMART Service Desk, I was surprised at just how simplicity and ease of use. I am not a programmer and I was able to setup for my Service Desk for in hours. It has code less form creation feature, which lets you create e-forms, which are of great value for organizations looking for Digital Transformation of IT and HR Departments.

Pros

Easy of use

Cons

None i came across, I required some special features, SMART Service Desk Global Support team was able to customize it in just 3 days.

September 2018

Hisham from Orientek

Company Size: 11-50 employees

Industry: Information Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

September 2018

Best ITSM Service Desk for Banks and Government Organizations

If you want to buy ServiceNow / Remedy / CA / HP and can't afford it. Then SMART Service Desk will offer you same features at a price which will suit your budget. It's Enterprise class software at a reasonable price point.

Pros

Mobile Apps on Android and IOS Totally Web Based Our customer love the multi-language support in English and Arabic Over 20 modules in ITSM and GRC to choose from

Cons

None I am aware of Support team in Middle East & Africa is great

September 2016

Rashmi from Paramount Computer Systems

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

September 2016

We have been using SSD from last 1.5 years. Its been good but we are not fully using the features.

Our technical support process is complicated hence the tool to support the work is bit complex as well. In whole customizing it to our requirement is the challenge. Few features are yet to work on like auto reporting for which I am still working with vendor. SLA is not properly configured. Without these basic feature Service desk tool is hard to review. I appreciate SSD team support to bring back the feature when we lost it in the Q1. Its our fault I agree. We have together worked for its betterment and we are still working for its successful usage internally. Looking forward to make this a better tool to log all our incidents, SR and change request and track it to meet the SLA.

October 2016

Salma from ssr engineering

Company Size: 51-200 employees

Industry: Civil Engineering

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

October 2016

Excellent Service Management Software Suitable for IT, HR and Operations Support

We have been using cloud instance of SMART Service Desk for Managing IT and Non IT Incidents and Service Requests for more than 2 years. We have not hesitation to recommend it. As we could not afford servicenow or remedy, we went with SMART Service Desk, for their best price performance ratio.

Pros

Easy of use

Cons

We are waiting for SMART Service Desk to release that application on Oracle Platform, Oracle RDBS is our enterprise database platform, and we prefer to have SMART HelpDesk also on Oracle. Vendor has promised to deliver in Q1 2017