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SMART Service Desk has proven to be a valuable solution for businesses facing various IT service management challenges. Users have …
Overview
What is SMART Service Desk?
SMART Service Desk is an ITSM solution from the company of that name headquartered in Arizona.
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What is SMART Service Desk?
SMART Service Desk is an ITSM solution from the company of that name headquartered in Arizona.
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Product Details
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What is SMART Service Desk?
SMART Service Desk Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
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SMART Service Desk has proven to be a valuable solution for businesses facing various IT service management challenges. Users have successfully utilized this software to streamline their customer support operations and achieve a high return on investment. With SMART Service Desk, users can effectively create, monitor, report, and resolve service requests, leading to improved service delivery and enhanced IT governance. The flexibility and customer-oriented approach of SMART Service Desk have been highly appreciated by users, allowing them to efficiently manage incidents, service requests, changes, assets, and configurations throughout their lifecycle.
One of the standout features of SMART Service Desk is its simplicity and ease of use. Users have found it surprisingly user-friendly, even for those without programming experience. The codeless form creation feature has been particularly valuable for organizations seeking digital transformation, as it allows them to easily implement their helpdesk tool ideas into a fully functional ITSM tool. Additionally, SMART Service Desk goes beyond just providing a great product - it acts as a trusted business partner by assisting users in establishing IT service management practices and supporting other essential capabilities such as project, procurement, and contract management.
Another key advantage of SMART Service Desk is its cost-effectiveness. The SAS model offers a balance between capital expenditure and operational expenditure, ensuring that costs remain low while still delivering enterprise-class software capabilities. This affordability makes SMART Service Desk an excellent investment for managed service providers who require comprehensive functionality without breaking the bank.
Furthermore, users have praised the cloud instance of SMART Service Desk for its reliability and suitability for managing both IT and non-IT incidents and service requests. Its customizable workflows and escalations enable organizations to tailor the system to their specific technical support processes, although some customization may present challenges. Nonetheless, users have found the support team responsive and helpful in addressing any issues or feature losses.
In summary, SMART Service Desk addresses common business problems faced by organizations in terms of efficient service management, compliance with industry standards such as ISO, transparency, notifications, and activity reporting. Its user-friendly interface, ITSM modules, extended modules like CRM and GRC, and fast processing power provide a comprehensive one-stop solution for service desk needs. With good vendor customer support, customization options, and continuous improvement of the application, SMART Service Desk has emerged as a competitive tool in the market.
Flexible cost structure: Users have praised the flexibility of the cost structure, with several reviewers mentioning that it allows them to choose the modules that best suit their needs.
Full-featured mobile apps: Customers highly value the availability of full-featured mobile apps on both Android and iOS platforms, as it enables them to access SMART Service Desk from anywhere. Several users have mentioned this as a key advantage.
Web-based platform: The fact that SMART Service Desk is completely web-based has been seen as a major advantage by many customers. This eliminates the need for additional software installation and allows for easy access. Numerous reviewers have expressed appreciation for this feature.
User Interface Improvement Needed: Some users have expressed that the user interface of SMART Service Desk could benefit from improvements, particularly for support staff. They feel that new enhancements should be made to make it more user-friendly and intuitive.
Annoying Session Timeout Feature: According to some users, the session timeout feature in SMART Service Desk is considered annoying. They find it disruptive and would prefer a longer session duration or an option to adjust this setting.
Limited Development on Contracts Management Module: Several users have mentioned that they would like to see more development on the Contracts Management module of SMART Service Desk. Specifically, they desire additional features related to in-depth financials and payments, which are currently lacking in functionality.