SmarterTrack
Help desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
Take the quiz to check if SmarterTrack and its alternatives fit your requirements.
Pay-as-you-go
Free TrialFree version
Small
Medium
Large
- Information technology and software
- Real estate and property management
- Professional services (engineering, legal, consulting, etc.)
What is SmarterTrack
SmarterTrack is a help desk software product used to manage customer support requests through ticketing and related service workflows. It targets small to mid-sized organizations that need email-based case management, knowledge base content, and basic reporting for support teams. The product is commonly deployed on Windows server infrastructure and is positioned for teams that prefer self-hosted control over data and configuration.
Core ticketing and SLA tools
SmarterTrack provides standard help desk capabilities such as ticket intake, assignment, prioritization, and status tracking. It supports service-level concepts (for example, response and resolution targets) to help teams manage workload and expectations. These functions cover common support desk requirements without requiring a broader CRM or PSA suite.
Self-hosted deployment option
SmarterTrack is available for on-premises deployment, which can be important for organizations with internal hosting requirements or stricter data residency policies. Self-hosting can also simplify integration with internal authentication and network controls. This deployment model is less common among newer help desk tools that focus primarily on SaaS delivery.
Knowledge base and self-service
The product includes knowledge base functionality to publish articles and reduce repetitive ticket volume. This supports basic self-service use cases and internal documentation for agents. Having ticketing and knowledge content in one system can reduce the need for separate documentation tooling for smaller teams.
Limited suite breadth
SmarterTrack focuses on help desk operations rather than providing an end-to-end platform that also includes CRM, marketing automation, or full professional services automation. Organizations looking to unify sales, service, and billing workflows may need additional systems. This can increase integration and reporting effort compared with broader all-in-one suites.
Windows/IIS operational overhead
On-premises use typically requires Windows server administration and ongoing maintenance (patching, backups, monitoring, and upgrades). Teams without dedicated IT operations may find this heavier than a fully managed SaaS help desk. Infrastructure dependencies can also affect scalability planning and disaster recovery design.
Integration ecosystem may be narrower
Compared with larger help desk platforms, SmarterTrack generally has a smaller marketplace of prebuilt integrations and extensions. As a result, connecting to modern collaboration, analytics, or customer data platforms may require custom work. This can lengthen implementation timelines for organizations with complex toolchains.
Plan & Pricing
SmarterTrack - Official pricing (from SmarterTools official site)
SmarterTrack Enterprise (perpetual license — Enterprise edition)
| Agents | Price (perpetual license) | Enterprise + Failover | Communicator (add-on) | Key features & notes |
|---|---|---|---|---|
| 5 | $900 | $1,100 | $149 | Enterprise edition perpetual license (one-time purchase). See Edition Comparison for feature details. |
| 10 | $1,400 | $1,700 | $149 | |
| 15 | $1,950 | $2,400 | $149 | |
| 25 | $2,600 | $3,200 | $149 | |
| 50 | $4,100 | $5,100 | $149 | |
| 100 | $5,400 | $6,700 | $149 | |
| 200 | $6,700 | $8,400 | $149 | |
| 300+ | Contact sales@smartertools.com | (no public price) | $149 | Contact sales for pricing for 300+ agents |
SmarterTrack Professional (perpetual license — Professional edition)
| Agents | Price (perpetual license) | Communicator (add-on) | Key features & notes |
|---|---|---|---|
| 2 | $400 | $149 | Professional edition perpetual license (one-time purchase). Intended for smaller companies/individuals. |
| 5 | $650 | $149 | |
| 10 | $1,200 | $149 |
Hosted SmarterTrack (cloud / pay-as-you-go)
Pricing model: Pay-as-you-go (monthly) Price / Rate: $20 per agent per month Includes: Hosted SmarterTrack Enterprise (hosted service) — includes SmarterTrack Communicator and free technical support per hosted offering notes. Free trial: Hosted trial available (30 days; full-featured; no credit card required at signup). Billing: Billed monthly in advance (credit card). No other subscription fees beyond per-agent monthly charge stated on official site.
Free Edition / Trial notes
- Free Edition: SmarterTrack Free Edition is available (downloadable). Free Edition contains all Enterprise functionality but is limited to a single agent (permanent, downloadable free edition).
- Trials: Hosted SmarterTrack offers a 30-day free trial (all features for up to 5 agents on hosted trial per knowledgebase), and SmarterTools will provide trial licenses for multiple agents on request via sales.
Other notes from official site
- Discounts: SmarterTools documents that discounts may be available for non-profits, government, educational institutions, or customers migrating from competing products — contact Sales for details.
- Maintenance & Support: New perpetual licenses include 12 months of Maintenance and Support; renewals available at a discount.
(All pricing and product/plan details extracted only from SmarterTools official site pricing, downloads and hosted trial pages.)
Seller details
SmarterTools Inc.
Phoenix, Arizona, USA
2003
Private
https://www.smartertools.com/
https://x.com/smartertools
https://www.linkedin.com/company/smartertools-inc-/
