Case management
Supported Operating System(s):
Web browser (OS agnostic), Windows 8, Windows 10About 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...
31 Reviews of SMART Service Desk
Average User Ratings
Overall
4.71 / 5 stars
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
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
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.
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.
November 2020
Dikhi from Amman Mineral Nusa Tenggara
Company Size: 1,001-5,000 employees
Industry: Mining & Metals
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2020
Best value for ITSM software
Pros
Cost, flexible service catalog, full-feature
Cons
A nice-to-have self asset review would be important for my requirement. There is alternate approach to fulfill this approach.
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.
