# SmarterTrack Reviews **Vendor:** SmarterTools **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.1/5.0 **Total Reviews:** 10 ## About SmarterTrack SmarterTrack is an online help desk that allows improving customer service while utilizing employees and lowering the overall support costs. ## SmarterTrack Pros & Cons **What users like:** - Users appreciate the **ease of use** of SmarterTrack, noting its intuitive interface and seamless performance. (3 reviews) - Users value the **excellent customer support** features in SmarterTrack, enhancing efficiency and reducing costs effectively. (1 reviews) - Users value the **easy access** of SmarterTrack, appreciating its clean and optimized user interface for customer management. (1 reviews) - Users find **easy implementation** of SmarterTrack, making it intuitive and user-friendly from the start. (1 reviews) - Users value the **easy integrations** of SmarterTrack, facilitating efficient customer support and reducing costs effectively. (1 reviews) - Easy Setup (1 reviews) - Features (1 reviews) - Intuitive (1 reviews) - Knowledge Base (1 reviews) - Management Centralization (1 reviews) **What users dislike:** - Users notice occasional **time delays** in live chat responses, impacting their overall communication experience. (2 reviews) - Users find **integration issues** with SmarterTrack, wishing for better compatibility with other software and devices. (1 reviews) - Users experience **messaging issues** with live chat, leading to delays in responses and affecting overall communication. (1 reviews) - Users feel SmarterTrack requires **missing features** like better integrations and a mobile app for enhanced usability. (1 reviews) ## SmarterTrack Reviews ### 1. good for CS **Rating:** 4.5/5.0 stars **Reviewed by:** krishna t. | Cluster Accountant, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2024 **What do you like best about SmarterTrack?** All its featues like like email intergration, ticket management etc makes easy to provide supports to custumer. We can easily create surveys to evaluate the quality of service given by our representative. Overall its reduce support cost. **What do you dislike about SmarterTrack?** As of now haven't got any such things but some time message delivery got delayed during live chat. **What problems is SmarterTrack solving and how is that benefiting you?** Its reducing our overall support cost with enhanced customer support system. its email integrating and automated ticketing made our life easier. ### 2. A **Rating:** 4.0/5.0 stars **Reviewed by:** Fernando F. | CEO / Consultant, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 07, 2025 **What do you like best about SmarterTrack?** SmarterTrack is easy to use, implement, and very intuitive. **What do you dislike about SmarterTrack?** While very capable, Smartertrack needs some additional features to bring it up to a level I feel it would be excellent. In needs better integration with other software like pbx systems like 3CX and other. A mobile app that allows for the direct connectingand use on tabless and mobile phones and devices, and new and better templates for use and styles. **What problems is SmarterTrack solving and how is that benefiting you?** I used it to setup and run our help desk and ticketing system ### 3. Truely efficient for Customer support management! **Rating:** 4.5/5.0 stars **Reviewed by:** Kemp C. | Customer support executive, Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2024 **What do you like best about SmarterTrack?** I have been using this tool for around a year and I genuinely say it has been the best tool for customer management . I find its user interface very clean and optimised. The dashboard is easy to go through and has central operation type . **What do you dislike about SmarterTrack?** I find that sometimes there are problems with the live chat medium and cause delayed response other than that I find no issue. **What problems is SmarterTrack solving and how is that benefiting you?** It manages our our customer support channels in our all different management including budgeting , marketing and sales team. It has helped us in achieving the target retention rate of clients and that significantly revenue of our company that's a great sign for a tool sonwe have decided to go with it fornfurther as well. ### 4. most easy to work with **Rating:** 5.0/5.0 stars **Reviewed by:** ashton w. | customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about SmarterTrack?** How like this application never has issues and neevr crashes when beig used **What do you dislike about SmarterTrack?** I like everything about it theres nithinbg i dont like **What problems is SmarterTrack solving and how is that benefiting you?** anytime i need apassword rest or need to trouble shoot error on my cumpter ### 5. Easy to use software tool **Rating:** 5.0/5.0 stars **Reviewed by:** Limuel O. | Associate Unit Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2021 **What do you like best about SmarterTrack?** I like the live chat to customer services **What do you dislike about SmarterTrack?** messages have very slow updates, and audio has glitches **Recommendations to others considering SmarterTrack:** I Will recommend bigger companies that have a higher volume of application **What problems is SmarterTrack solving and how is that benefiting you?** Low price cost and good for long term Investment ### 6. Was a Good simple helpdesk **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2022 **What do you like best about SmarterTrack?** It worked as exepected, on premise options were available **What do you dislike about SmarterTrack?** Currently comparing it with others options available in market It was good until arrival of new products , i used till 11.5 i did not upgrade it to next major version because it was terrible , i do not know the current state , i moved to another solution **What problems is SmarterTrack solving and how is that benefiting you?** Mainyl ticking , call tracking ### 7. SmarterTrack **Rating:** 3.5/5.0 stars **Reviewed by:** Ryan K. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2020 **What do you like best about SmarterTrack?** The interface is not bad. Easy to look at and to find your current and old tickets. **What do you dislike about SmarterTrack?** Can't find certain audit controls like logging in and logging out. Administrators can't log a person out if that person forgets. **Recommendations to others considering SmarterTrack:** I think there are other vendors that offer more for their services but SmarterTrack is good for the price compared to others. **What problems is SmarterTrack solving and how is that benefiting you?** We use SmarterTrack to resolve computer issues within our company. It is nice that you can email straight from the system to the user. ### 8. SmarterTrack provides real-time customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Ulises A. | Analista de sistema, Small-Business (50 or fewer emp.) **Reviewed Date:** August 16, 2019 **What do you like best about SmarterTrack?** SmarterTrack is an elegant application to communicate with customers, has an impeccable interface and with an incredibly easy-to-use self-service portal to handle the flow of incidents we receive daily. The most important thing is that it is not necessary to be a programmer to customize the platform, since all the functions are really documented so that only the steps should be followed. **What do you dislike about SmarterTrack?** The live chat service has drawbacks, because its message updates are very slow and sometimes messages are not even sent. Sometimes, it produces errors when adjusting images, so I must refresh the page and send the message again. **Recommendations to others considering SmarterTrack:** I recommend SmarterTrack to companies that have a high volume of applications. For us, this service portal has had a key effect on our customer service, as it has allowed us to address the number of requests we receive daily with ease. **What problems is SmarterTrack solving and how is that benefiting you?** SmarterTrack is our client communication tool. It is currently implemented in all departments of the organization where I work. Through this service we track tickets from customers, suppliers or support agents of other departments. Previously, incident requests were handled through an internal portal of the organization, but the number of requests made the portal services fail. ### 9. Does what we need it do, good uptime. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2019 **What do you like best about SmarterTrack?** The analytics are good. We're a small organization so a lot of the features for brands etc, don't mean anything to us. **What do you dislike about SmarterTrack?** The configuration interface seems poorly organized; I always have to click around for a while to find the setting I'm looking for. **Recommendations to others considering SmarterTrack:** It can be tedious to navigate to all the different places you have to go for different tasks in the Management Interface. Would be nice to have a shortcut panel or something for common tasks so that when I want to change the text automatically included in every message to announce a webinar or new support materials you don't have to bang around trying to remember where the setting is. Gosh, even a single-page "cheat sheet" of where common settings are located would be great. **What problems is SmarterTrack solving and how is that benefiting you?** SmarterTrack tracks incoming customer support requests. It has helped us identify areas of opportunity to improve functionality, interface and/or customer training and documentation. ### 10. My Review on Smarter Track (Helpdesk Softeare) **Rating:** 4.5/5.0 stars **Reviewed by:** Karan S. | Senior Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2018 **What do you like best about SmarterTrack?** Smarter Track is a helpdesk support tool that helps to track customer problems and issues. It basically connect with customers through Email - ticketing, VoIP and live chats. Its a great product as it reduce the number of employee required to deal with customer issues. It provide two variants- On premises and Hosted service. Businesses as per their productivity and strength can choose plans. **What do you dislike about SmarterTrack?** On premises plans are costly. Moreover all the management like software, hardware, security, network has to handle by the employee. **What problems is SmarterTrack solving and how is that benefiting you?** We have used this product in order to provide relevant, fast and reliable solution to our customers. Product is worth to manage all your helpdesk tasks. - [View SmarterTrack pricing details and edition comparison](https://www.g2.com/products/smartertrack/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-18+10%3A08%3A14+-0500&secure%5Bsession_id%5D=2813aa79-ece0-449c-a670-147f4d846616&secure%5Btoken%5D=07f912ad172d7d2c12eced298434fc39c7f386f1f0efa7b9737a1987de5753f8&format=llm_user) ## SmarterTrack Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top SmarterTrack Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,662 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,500 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,323 reviews)