SMART Service Desk 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

SMART Service Desk

4.7

(31)

Pricing

Pricing available upon request

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 Desk offers integration with event and system monitoring tools, Microsoft Active Directory and social media applications.

SMART Service Desk is available globally and supports multiple languages. The software offers an Android and iOS mobile application. It provides support via a self-service portal, phone and email.

SMART Service Desk Screenshots

SMART Service Desk Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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SMART Service Desk Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of SMART Service Desk
API
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Customizable Branding
Incident Management
Knowledge Base Management
Mobile App
Problem Management
Project Management
Real-Time Chat
Release Management
Ticket Management

SMART Service Desk User Reviews

Overall Rating

4.7

Ratings Breakdown

74%

23%

Secondary Ratings

Ease of Use

4.6

Value for money

4.6

Customer support

4.7

Functionality

4.5

Abdul Hakim B.

Medical Practice

Self-Employed

Used daily for more than 2 years

Review source

Reviewed June 2017

Easy and Professional

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very easy and user-friendly. Implements ITIL without complications. Integrates with other solutions seamlesly.

Cons:

Session time out it annoying.

Amit S.

1001-5000 employees

Used daily for less than 6 months

Review source

Reviewed May 2017

User friendly, Cost Effective, All in one ServiceDesk that can be used for any Services Department.

....

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Smart ServiceDesk is a company that operates in a lean fashion and this evident in the turnaround time for my development requests. The word NO or CAN'T BE DONE is not in their vocabulary. This is the 3rd ServiceDesk that I have worked with and is by far the most user friendly and cost effective. Administration is not complex, i.e. easy to customize and build workflows compared to the other ServiceDesks I have used. The web interface is easy to navigate and Smart has multichannel methods to log requests and incidents.

Cons:

Ateeq M.

Insurance

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed June 2017

One Stop Service Desk

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

User Friendly and easy to access/tracking High-end reporting/dashboards No programming required to configure items

Cons:

Not support indepth financials/payments for Purchasing module need more development on Contracts Management

Lamine G.

Used unspecified for unspecified

Review source

Reviewed November 2009

Easy to use and fast to implement

Great value for investment we have made.

Ratings Breakdown

Ease of use

Customer support

Pros:

Using SMART Suite has allowed our staff to communicate more efficiently across IT departments, while allowing the staff to be more aware of whom they are affecting when a specially when a change is implemented. Prior to the use of SMART Suite, changes were made with little approval, and hours were spent trying to figure out where the change initiated from. The IT staff has quickly learned that SMART Suite, in just 2 hours of training. The level of support that IIT and its partners gives us is great! They are very quick to address any question or issue that may arise about the software. It is encouraging that the support team has the knowledge to have our problem resolved by the first representative to answer the call.

Cons:

No major issues seen so far in past 12 months.

Faiz A.

Information Technology and Services

10000+ employees

Used weekly for more than 2 years

Review source

Reviewed November 2016

Great tool for driving IT Service Management maturity

SMART Service Desk provides, efficient service management across the life cycle of an incident, service request, change, asset and configuration.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The audit functionality is incredibly powerful, it allows service desk users to gain insight into a support queries and it's history from start to finish.

Cons:

None

Tabish S.

Consumer Electronics

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed September 2018

SMART Service Desk - Customer Support Software is good fit for service providers

Excellent Field Service Management software, which helped us manage customer support to leading banks in Pakistan.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Field Service Management Capabilities in MSP version of software Multi-lingual support in English, Arabic with ITIL based design

Cons:

None, I am aware of. We are looking forward to more business analytics support in upcoming versions.

Amanullah S.

Used unspecified for unspecified

Review source

Reviewed October 2015

We are using Smart Service Desk since 2011 and it has really helped us in implementing ITSM

Pros : All the modules are ITIL compatible and very easy to use. Vendor customer support is good. We requested some customization based on our organization need and it was very well customized by the smart desk team. I am using and administrating this application since 2011 and their new release has improved a lot and it is very much competitive with other known competitor of similar solution in the market. As a next step, I really want to see some integration with leading monitoring tool in the market for building and managing CMDB. overall good application at reasonable price.

Ratings Breakdown

Ease of use

Customer support

Vendor Response

Thanks Mr. Aman, Congratulations to ALJ - Toyota for upgrade to SMART Service Desk v11. In v11, we do have Event Management to monitor and integrate with any type of monitoring tools such as Nagios, Solarwinds and SCOM

Replied October 2015

Richard G.

Information Technology and Services

11-50 employees

Used daily for less than 6 months

Review source

Reviewed October 2016

Using Smart Service Desk is just a smart choice for your business

We having been working with Smart Service Desk for a few months now and it has proven to be an excellent investment. The support team for Smart Desk is excellent and extremely helpful. This tool provides all the functionality you need as a Managed Service provider and comes with an excellent support staff. I would recommend this tool to anyone who is in the market for an Incident Management tool or in the Managed Services industry.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to use and understand interface.

Wayne D.

Used unspecified for unspecified

Review source

Reviewed October 2016

SMART Service Desk

Smart Service Desk provided us not only a great product but also a valued business partner. The product was easily configured and helped us to establish a sound ITIL based framework for our service management solutions. With their support and partnership we have established not only a IT service management practice but other support capabilities like project, procurement and contract management. This product definitely adds great business value.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Shaik N.

Used unspecified for unspecified

Review source

Reviewed August 2015

Easy to understand the functionality and user friendly.

Pros:- 1. Clearer assignment of tasks 2. Clearer audit trail of resolution 3. Removes duplication of effort (the user who thinks that raising the same issue with EVERYONE in the IT team'll get things solved faster). 4. Users can more easily see what the current status of their problem is 5. Easier to provide activity reporting to management 6. Easier to create a workflow rule with SLT(Service Level Target) Cons: Nothing.

Ratings Breakdown

Ease of use

Customer support

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