Desk365 vs SmartSuite Enterprise Service Desk
Desk365
desk365.ioSmartSuite Enterprise Service Desk
smartsuite.comSide by side
| Figure | Desk365 | SmartSuite Enterprise Service Desk |
|---|---|---|
| Price from | $1/mo | $15/mo |
| Free plan | Yes | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 12 | 7 |
| Spec score · IT SLA Management Software | 9.3 (#2) | 8.6 (#15) |
| API | Desk365 exposes a REST API v3 documented with OpenAPI and authenticated by an API key in the Authorization header. | The REST API can retrieve, read, update, and delete solution data, while webhooks can deliver events to external systems. |
| API limits | The Standard plan permits 100 API calls per hour; Plus and Premium permit 50 calls per minute. | The documented API rate is 5 requests per second per user, falling to 2 requests per second after the allowance is exceeded; requests above 125% of the monthly allowance are denied. |
| Company | The footer identifies Kani Technologies Inc. as the company holding the Desk365 copyright. | SmartSuite says it was founded by Jon Darbyshire, Tara Darbyshire, and Peter Novosel; its about page does not state a founding year or headquarters. |
| Integrations | Jira connects through the API; Asana, Microsoft Planner and Azure DevOps connect through Power Automate; Power BI uses the API. | SmartSuite lists native connections for Salesforce, Gmail, Intercom, Google Drive, Google Sheets, Slack, Jira Cloud, Box, HubSpot, Google Maps, Twilio, Dropbox, Microsoft Teams, OneDrive, Outlook and Google Calendar. |
| Licence | The terms identify Desk365 as proprietary software owned by Kani Technologies Inc. and grant limited, revocable access. | The terms grant a non-exclusive, non-transferable right to use the hosted service during the subscription term and identify SmartSuite technology as proprietary. |
| Rating on Capterra | 4.9 out of 5 from 12 reviews. | 5.0 out of 5 from 26 reviews |
| Rating on G2 | 4.9 out of 5 from 32 reviews. | 4.6 out of 5 from 90 reviews |
| Rating on GetApp | 4.9 out of 5 from 12 reviews. | 5.0 out of 5 from 26 reviews |
| Reporting | Desk365 offers productivity, ticket-trend, agent-performance and custom reports, with Power BI integration. | Live dashboards report backlog, SLA performance, category trends and service-team workload. |
| Security | Desk365 states that it is GDPR compliant and describes TLS 1.2 or higher for data in transit and AES-256 encryption for stored data. | SmartSuite states that SOC 2 Type II compliance and ISO 27001 certification apply to every plan; its pricing FAQ says HIPAA and GDPR compliance and European data residency are Enterprise features. |
| What it does | Desk365 combines customer support and IT helpdesk ticketing, assets, Microsoft Teams and AI agents in one workspace. | SmartSuite is a connected work platform for IT service management, incident response, service requests, asset management and operational workflows. |
Plans
Desk365
- FreeFree
- Standard$12 a month
- Plus$22 a month
- Premium$32 a month
- Free PlanFree
- Standard$12 a year
- STANDARD$12 a month
- Plus$22 a year
- PLUS$22 a month
- Premium$32 a year
SmartSuite Enterprise Service Desk
- Team$15 a month
- Team$15 a month
- Professional$32 a month
- Professional$32 a month
- EnterprisePriced on request
- EnterprisePriced on request
- SignaturePriced on request
In their own words
Desk365
Desk365 is a helpdesk for customer support and IT, bringing ticket handling, asset management, Microsoft Teams and AI tools together. Tickets can arrive by email, Microsoft Teams, support portal, web form or web widget. AI Copilot can draft or translate replies, summarize tickets and create knowledge base articles; AI Agents can respond to customer questions and escalate them into tickets. ITSM features include asset lifecycle tracking and change or approval management, with asset management included in Premium. Connections include Microsoft services, Jira, Asana, Planner and Azure DevOps. Agents and end users can use mobile-responsive portals, with iOS and Android mobile views listed. Desk365 describes TLS 1.2 or higher for data in transit and AES-256 for stored data, and says customer data is hosted in AWS data centers in the United States and European Union. The Free plan covers up to 50 tickets per month. Paid plans are $12.00, $22.00 or $32 a month, billed annually; a 21-day trial is listed.
SmartSuite Enterprise Service Desk
SmartSuite Enterprise Service Desk brings HR, Facilities, Finance, Legal/Compliance and other internal services into one employee service experience. Employees can submit structured requests through a portal, see status and receive notifications. Teams can route requests by category, automate triage, apply conditional rules and manage multi-step approvals with decision logs and comments. SLA and OLA timers, escalation workflows, backlog dashboards and service trend reporting support service oversight. Forms, workflows, routing rules, dashboards and SLA models can be configured without engineering; optional AI Assist classifies and summarizes requests. Governance features include role-based access, audit trails, decision history and version history. Integrations include Slack, Microsoft Teams, Twilio, Outlook Email, Google Meet, Jira Cloud and HubSpot, plus Zapier, Make, Ply and Relay connectors. The REST API retrieves, reads, updates and deletes solution data, while webhooks deliver events to external systems. SmartSuite says SOC 2 Type II compliance and ISO 27001 certification apply to every plan. The service is cloud-deployed, with paid plans from $15/user/mo billed annually and a 14-day trial.