--- title: "SmarterTrack Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SmarterTrack Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/116529/SmarterTrack/" page_type: "product" language: "en" --- # SmarterTrack Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on August 20, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) SmarterTrack ## What is SmarterTrack? SmarterTrack is the only help desk software you'll ever need, allowing you to better utilize employees while lowering the total cost of overall customer support! Deliver unparalleled customer service by offering multiple communication channels: email ticketing, live chat and VoIP integration, and self-service resources like a knowledge base and customer support community. Manage communications at distributed locations around the world from a Web browser using a desktop, tablet or mobile device. ## What is SmarterTrack used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Service](https://www.capterra.com/customer-service-software/) Top alternative Featured Overall rating Based on 5 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $15 Per Feature, Per Month Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SmarterTrack?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.smartertools.com&name=SmarterTrack) ## SmarterTrack Overview Updated August 2026 AI summary SmarterTrack is a help desk solution for small and midsize businesses that need to manage customer service requests across multiple channels. It supports ticket management, automated routing, SLA tracking, knowledge base, and self-service portal features, with optional real-time chat and customizable branding. SmarterTrack is available as a cloud, web-based, or Windows deployment. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SmarterTrack 4.4 (5) VS. [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $15 Per Feature, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (5) Ease Of Use 4.3 (3,409) Value For Money 4.8 (4) Value For Money 4.2 (2,795) Customer Service 4.0 (4) Customer Service 4.3 (2,979) ## SmarterTrack alternatives [4.6 (792)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (183)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [4.5 (3,470)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/124981/Freshdesk/) [View all alternatives](https://www.capterra.com/p/116529/SmarterTrack/alternatives/) ## FAQs about SmarterTrack Overview ### What company size and specific industries is SmarterTrack built for? SmarterTrack is designed for small to mid-sized businesses that need an online help desk for customer support. It fits organizations in many sectors because the vendor description does not name specific industries, but its email ticketing and live chat tools suggest use by any company handling customer service requests. Features and Usability ### What are the key features of SmarterTrack? SmarterTrack offers task management, support ticket management, and workflow configuration for handling service requests. It also includes multi-channel communication with email management, live chat, and real-time chat, plus automated routing, alerts/escalation, SLA management, knowledge base management, reporting/analytics, and a self-service portal. Getting Started and Support ### What training and onboarding options does SmarterTrack offer? SmarterTrack provides live online sessions, webinars, and documentation for teams getting started. Live online sessions and webinars support guided instruction, while documentation offers written reference material for self-paced review of product features and setup steps. Getting Started and Support ### What customer support options does SmarterTrack offer? SmarterTrack offers 24/7 Live Rep support and Chat support. These channels give users direct help when questions arise, with live assistance available around the clock and chat for quicker back-and-forth communication. ## Features AI summary Based on 5,070 Help Desk reviews Capterra reviewers highlight these as the features buyers value most when choosing a Help Desk solution: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) SmarterTrack includes **Ticket Management** and **Service Level Agreement (SLA) Management**, giving support teams a clear way to organize requests and track response commitments. However, it does not offer **Real-Time Notifications**. Instead, it provides **Reporting/Analytics** (**35%**) and **Alerts/Escalation** (**34%**), which still give teams visibility into support activity and help them respond to urgent issues before service targets are missed, helping businesses manage workloads, monitor performance, and maintain more consistent customer service. Ticket Management 4.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Reporting/Analytics 3.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 3.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Email Management 3.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Interaction Tracking 4.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts SmarterTrack 16 features ### All Features - Alerts/Escalation: System alerts about the need to escalate an issue or request - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Email Management: Manage, store and organize emails within the system or via third-party apps - Interaction Tracking: Track interaction history by documenting conversations for contacts - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Support Ticket Management: Allow customers/users to submit support queries and service requests - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues --- Get Advice We can help you find the software with the features you need. Features 4.0 (5) 4.0 Based on 5 reviews ## Pricing Value for money 4.8 (4) Free Trial Free Version Basic $15.00 Per Feature,Per Month Value for money 4.8 (4) 4.8 Based on 4 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (4) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (4) 4.0 Based on 4 reviews ## User reviews Overall rating 4.4 Based on 5 reviews Filter by rating 5(3) 4(1) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent Silvia I. Assistant 2 CEO Internet ### "Einfaches Tool zu87r Nachverfolgung von Kundenafragen" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 5/10 January 19, 2023 SmarterTrack ist ein sehr simples Trouble-Ticket-Tool, welches die wichtigsten benötigten Funktionalitäten bereits stellt. Für modernes Service Management reichen die Funktionen aber nicht aus. Pros Die Bedienung der Software ist einfach, ebenso die Konfiguration. Die wichtigsten Funktionalitäten werden bereitgestellt, um Supportanfragen strukturiert abzuarbeiten.Das Zusammenführen von mehreren Tickets zum selben Problem ist einfach und hilft sehr, den Überblick zu behalten. Cons Das Tool ist leider schlecht anpassbar, eine Abrechnung geleisteter Supportleistung war mit diesem Tool nicht möglich. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. IS Ian S. Business Development Manager Computer Hardware ### "does most things really well" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 February 15, 2021 We use Smartertrack extensively. our helpdesk send emails responding to customers direct from the software whereas in Sales I tend to use Outlook because I want more control over signatures and formatting Pros Smartertrack manages tickets for our sales and helpdesk teams and works really well for this. There are a lot of features that we don't use but probably could Cons ordering of tickets in a particular queue, e.g. by follow up date, if you change the order it changes it for all view, which you may not want. Some queues I want to order by follow up, others (for example when searching for something) you may want to order by date/time sent (or shortest idle, which is a bit odd) so you keep having to reorder. It would be good to be able to link each ticket to a customer account, whether posted by customer ot operative so you can easily see the full history for a customer instead of having to trust search Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BT Brian T. Owner Marketing and Advertising ### "Great Bug &Y Update Tracking" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 16, 2019 Pros Bugs and enhancements may be may be emailed directly into the system by customers. Cons I don't have any complaints. SmarterTrack has been great. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Vice President, Operations Computer Software ### "Excellent Support Ticket Tool!!!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 31, 2018 Pros Great Support Ticket tool, with knowledge base, chat, user/agent support, queue, reminders, auto-responses, you name it. Very reasonably priced, have used this for many years. Cons I used to have some difficulty with configuring auto-response emails, but there have been a ton of improvements - SmarterTools has done a great job! Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CH Chase H. Client Relations Specialist Financial Services ### "SmarterTrack is a good cost effective tool for handling support tickets coming from outside your org" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 March 13, 2018 Pros SmarterTrack is a good cost effective tool for handling support tickets coming from outside your org. I like the way tickets can be assigned to people or teams and the ease of use (canned replies, etc.). It also has good reporting and data if utilized. Cons It is fairly rigid and things like tags or task types are more difficult to use. It doesn't connect with outside email so notifications are limited. While tickets can be transferred to different people or teams, there isn't a good way to keep visibility into those items. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.