SARANGSoft

Product Information

ITSmartDesk Can Be Used As:

  • IT helpdesk
  • Customer complaint and support
  • Application review and approval
  • Defect tracking and fixing
  • Digitized workflow
    • or whatever you find suitable.

Our Products

ITSmartDesk

ITSmartDesk

Servicing Requests — now much simpler than before Running an operation at any organization brings different types of cases / incidents / issues. It is essential to properly handle and resolve those cases for the success, efficiency, and reputation of the organization. However, tracking all the cases end-to-end is a challenge. It is also necessary to review how the cases are handled -- time to resolution, action taken, satisfaction, resources used etc. -- so that effectiveness of the process can be evaluated and targeted pro-active steps taken for the required improvements.

ITSmartDesk is SARANGSoft's ServiceDesk software, which is designed and built as a generic Case Management tool.

The software is web-based, so that it can be used by any approved user via a standard browser. The user interface (UI) is simple, easy to understand and learn. You can deploy ITSmartDesk for your own organization or sign up for the cloud-based (SaaS model) version.

SARANGSoft ITSmartDesk comprises of different types of users –

  • Administrator: Deploy and manage ITSmartDesk setup
  • General User / Requester: Submit requests (cases) for service / help
  • Servicer / Technician / Agent: Resolve cases using the requisite skills
  • Triager: Assess, prioritize, assign cases to the best possible persons
  • Manager: Review status, adjust resources, address problems

ITSmartDesk is available both as --
  • An installable product (MSI), which can be installed and managed by you on your own Windows Server (please see the System Requirements for that under the "Product Statistics" section in the right pane). You will have to purchase a one-time license (sold as CAL Packs -- each with 10 CALs / users) for it to use it.
  • In SaaS model, where SARANGSoft hosts and manages the software on its cloud server and makes it available to you as a paid Subscription -- monthly or yearly -- for each user.

There are different editions of ITSmartDesk based on the level of functionality and price.
  • It starts with the Standard edition, which may be sufficient for a small organization with limited needs as well as budget.
  • The Professional edition provides more functionality at a higher price, and will be suitable for more complex scenarios and heavier use.
  • The Premium edition brings even more functionality and costs slightly more. It is useful especially for organizations who has a significant number of external users for this software.
  • If you have a special requirement for your organization, you can opt for the Enterprise edition, where the price (not necessarily the highest) will be determined based on the functionality you need. Contact us for your custom needs.


ITSmartDesk is a ServiceDesk software designed and built as a generic case management tool.

The software is web-based, so that it can be used by any approved user via a standard browser. The user interface (UI) is simple, easy to understand and learn. You can deploy ITSmartDesk for your own organization or sign up for the cloud-based (SaaS model) version.

SARANGSoft ITSmartDesk comprises of different types of users –

  • Administrator: Deploy and manage ITSmartDesk setup
  • General User / Requester: Submit requests (cases) for service / help
  • Servicer / Technician / Agent: Resolve cases using the requisite skills
  • Triager: Assess, prioritize, assign cases to the best possible persons
  • Manager: Review status, adjust resources, address problems

The 'Servicers' comprise of what can be broadly termed as the 'Technicians' (for IT Environment) or 'Agents' (for Customer Support) or 'Authority' (for Application Review and Approval), and so on. These people have specific skills, authority, responsibility to take a case towards suitable resolution. Depending on the use case of the software, an organization can change the terminology to whatever suits them, e.g., calling such people as 'Agent' instead of 'Technician' for a Customer Service setup. Among the 'Technicians', some people may be given the (additional) responsibility of 'triaging' (i.e., assessing, prioritizing, assigning) the new cases, so that the best available person processes those. There may also be some 'Technician Lead' position(s), who make higher level decisions regarding priorities, resource allocation, adjustments etc. It is possible that (some of) the 'Leads' are the 'Triagers'. An organization -- depending on its size and complexity -- might also have a 'Manager' level among the Servicers. The Manager(s) is responsible for running the whole Servicer group in the most efficient way.

When a General User submits a 'Case', it goes to a common pool, from where it is triaged by the 'Triager' and assigned to a suitable 'Technician' for the next action. It is possible that processing a case will to go through multiple people, where successive Servicers do their part of the work and assign to the next person. It works somewhat like an assembly line -- different people doing their part and passing it to the next person. When the case is fully taken care of, it is 'resolved'. At that point, it goes back to the User (case submitter), who verifies that it is up to his/her satisfaction, and decides to 'close' it or 'reopen' for the still pending issues.

General Users can be staff of the organization using ITSmartDesk, as well as select outsiders such as customers, vendors, partners etc.

ITSmartDesk centralizes the management of all cases reported by users, prompt assessment and assignment to suitable persons for follow-up, and correct resolution to help the users focus on their regular work. It brings efficiency inside the organization and with outside parties (customers, partners, vendors etc.), reduces delay and frustration, as well as helps the organization monitor the issues faced and outcome / resolution of those. ITSmartDesk generates a number of useful reports that help understand how well the process is working and the steps needed to improve the overall quality of operation.

ITSmartDesk v1.3


US$ 99.95 for the base pack with 1 CAL (for 1 device, ie., PC / server)

US$ 79.95 for each additional CAL Pack with 1 CAL (for 1 more device)

(Exclusive of all taxes)

NOTE: CAL stands for Client Access License, which is needed for each PC / server used with this software.

Download 30-day FREE TRIAL or BUY LICENSE.


Download

Product Installer: Download the product installer (MSI file) and install as needed.

64-bit

Buy License

Base Pack Buy Product License for the Base Pack - includes 10 CALs [for up to 10 users]

Additional CAL(s) Buy Product License for the Base Pack - includes 10 CALs [for up to 10 users]

---------------------------------------------------Coming Soon---------------------------------------------------------