SMART Service Desk software


30 reviews(5.0/5)
30 reviews(5.0/5)

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.

Supported Operating System(s):
Web browser (OS agnostic) , Windows 8 , Windows 10

30 Reviews of SMART Service Desk

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  • Hisham from Orientek

    Number of employees: 11-50 employees

    September 2018

    Best ITSM Service Desk for Banks and Government Organizations

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Tabish from TouchPoint Group

    Number of employees: 51-200 employees

    September 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Yasin from Infoline LLC

    Specialty: Software / IT

    Number of employees: 501-1,000 employees

    June 2017

    Highly customizable application with support for integrations

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Specialty: Healthcare / Medicine

    Number of employees: 1 employee

    June 2017

    Easy and Professional

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Specialty: Public Sector

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

    June 2017

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

    Ease-of-use
    Functionality
    Quality
    Support

    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

    Specialty: Insurance

    Number of employees: 501-1,000 employees

    June 2017

    One Stop Service Desk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Specialty: Education

    Number of employees: 201-500 employees

    June 2017

    Maintenance Service Request & Resolving

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Specialty: Banking

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

    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.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    May 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    ....

    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

    November 2016

    Great tool for driving IT Service Management maturity

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    November 2016

    Smart service desk- ITA /MOH/ OAB / Infoline

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    November 2016

    Smart Service Desk, ITSM tool, streamlined our Service Management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    November 2016

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    October 2016

    SMART Service Desk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    October 2016

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    October 2016

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    September 2016

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    October 2015

    Simple and steady

    Ease-of-use
    Quality
    Support

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

    Review Source: Capterra
  • Vinay from Paramount Computer Systems

    October 2015

    Customization is the best part of this tool

    Ease-of-use
    Quality
    Support

    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

    October 2015

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

    Ease-of-use
    Quality
    Support

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

    Review Source: Capterra
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