SMART Service Desk Software


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.

Case management
Case management

Case management

Contract management

Contract management

Dashboard

Dashboard

Incident dashboard

Incident dashboard

Service request creation

Service request creation

Service request list

Service request list

Supported Operating System(s):

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



30 Reviews of SMART Service Desk

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 30 reviews

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Hisham from Orientek

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Tabish from TouchPoint Group

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

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.

Review Source: Capterra

Yasin from Infoline LLC

Industry:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2017

Highly customizable application with support for integrations

Great ROI

Pros

As a reseller we find smart service desk a very malleable solution to cater to customer needs whether large scale deployment or small scale

Cons

Only would wish if application supported mixed authentication modes (sso and database user)
Also looking to have the new enhancements done on the UI forsuport staff

Abdul Hakim from Tamer

Industry:  Healthcare / Medicine

Number of employees:  1 employee

Ease-of-use

Value for money

Customer support

Functionality

June 2017

Easy and Professional

Pros

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

Cons

Session time out it annoying.

Mir from Shaker Group

Industry:  Public Sector

Number of employees:  1,001-5,000 employees

Ease-of-use

Customer support

Functionality

June 2017

An affordable product with good functionalities, Easy-to-implement ITSM.

Very very good. Product features are taken seriously and so is support.

Pros

All the modules are ITIL ready and very easy to use.
Highly and easily customize-able (Codeless customization).
User-friendly platform with simple and fast installation.
It's comfortable and easy to use the product.

Ateeq from MEDGULF

Industry:  Insurance

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2017

One Stop Service Desk

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

Amelita from School

Industry:  Education

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Yasser from ALJ Finance

Industry:  Banking

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2017

SMART is one of the best ROI service desk software which you can easily start with in very short time and unlimited level of support.

Pros

1- ITIL frame work Complied.
2- Cost Effective solution.
3- High level of support and customer satisfaction.

Cons

1- More reports can be added.
2- Main dashboard can be more user friendly.
3- Asset management process can be more detailed .

Amit from South African National Blood Service

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

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

....

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

Review Source: Capterra

Faiz from Wipro

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

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.

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

Review Source: Capterra

Biswaranjan from Infoline

Ease-of-use

Value for money

Customer support

Functionality

November 2016

Smart service desk- ITA /MOH/ OAB / Infoline

It's been great support and after we have implemented smart solutions and they are very flexible and customer oriented. Support is excellent and also follow the SLA . Association with smart solutions also helped us managing our large and multi dimensional operation , very effectively. Also the SAS model was very supportive to keep out cost low and alow us to maintain balance between capex & Opex . Great patner to work with.

Review Source: Capterra

Leon from Northern Cape Provincial Treasury - South Africa

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2016

Smart Service Desk, ITSM tool, streamlined our Service Management

Smart Service Desk, ITSM tool, forced us to streamline certain actions and will definitely improve our service design, operations and delivery. In the past when banking detail, supplier credentials or codification requests were received, it was kept on somebody's table. With the online facilities available to our users, information can be forwarded online and will have better control over incoming requests. SLA Management is helping us improve IT Governance.

Pros

ITIL is simplified

Cons

None i am aware of

Review Source: Capterra

Sethi from Infoline

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Wayne from TMS - Tasacom Managed Services

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Richard from Tasacom Managed Services

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Pros

Easy to use and understand interface.

Review Source: Capterra

Salma from ssr engineering

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Rashmi from Paramount Computer Systems

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Jehad from TAMER Group

Ease-of-use

Customer support

October 2015

Simple and steady

Ease to manage the following: - Service catalog - Tickets - Accounts - Assets

Review Source: Capterra

Vinay from Paramount Computer Systems

Ease-of-use

Customer support

October 2015

Customization is the best part of this tool

SMART Service Desk is a tool which gives you the freedom to implement your helpdesk tool ideas into a real ITSM tool. Pros: Flexibility, user-friendly console, high level of customization is possible, compliant to ISO standards like ISO 20000 & ISO 27001, licensing model and cost effective. Cons: Design can be improved.

Review Source: Capterra

Response: Internet Information and Technologies, Internet Information and Technologies

July 2016

Thanks Vinay for feedback Now we have a new responsive user interface.

Dhara from Entransys Pvt Ltd

Ease-of-use

Customer support

October 2015

It is an excellent solution of repute and perfect help desk solution

It is a great solution to work and support on with all our clientele.

Review Source: Capterra

Displaying 1 - 20 of 30 reviews