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What is SmarterTrack?
A help desk serves as a crucial element in a company's capacity to effectively address customer needs and deliver prompt support via various communication methods. These methods encompass live chat, call logging, phone system integration, knowledge base articles, news updates, and a ticketing system, allowing customers to connect seamlessly with the business. By merging these diverse channels into a single interface, the help desk eliminates the chaos of managing multiple systems. This centralized communication not only facilitates efficient reporting but also guarantees that customers receive optimal service in a timely manner. Additionally, the ticketing system transforms customer emails into manageable tickets, directing them to agents who are equipped to swiftly resolve issues or respond to inquiries. Ultimately, this streamlined approach enhances customer satisfaction by ensuring a cohesive and efficient support experience.
What is Deskware?
By combining both manual and automated techniques, customer inquiries can be handled quickly and efficiently from a single platform. The cloud-based architecture of this ticketing system enables the monitoring of interactions while also allowing for the prioritization, categorization, and assignment of tickets, which ensures that you continue to be a vital resource for your clients. Deskware significantly improves communication between support agents and customers, resulting in faster and more effective resolutions without unnecessary hurdles. Agents and customers can easily connect whether they are online, using email, or through the Deskware mobile app. A notable feature of Deskware is its capacity to keep users organized and promote effective problem-solving. The system equips agents with tools to create customized views and ticket filters, enhancing the organization of tickets beyond simple priority levels. Moreover, Deskware's intuitive interface offers a flexible and scalable support framework, simplifying the customer service process while boosting efficiency. Consequently, Deskware revolutionizes customer support by creating a smooth and productive experience that benefits all parties involved. This innovative approach ensures that customer satisfaction remains at the forefront of service delivery.
Integrations Supported
Plesk
WHMCS
API Availability
Has API
API Availability
Has API
Pricing Information
$199 one-time payment
Free Trial Offered?
Free Version
Pricing Information
$29 per month
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
SmarterTools Inc.
Date Founded
2003
Company Location
United States
Company Website
www.smartertools.com/smartertrack/help-desk-software-overview
Company Facts
Organization Name
Deskware
Date Founded
2018
Company Location
United States
Company Website
deskware.com
Categories and Features
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Categories and Features
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management