GLPI vs SmartSuite Enterprise Service Desk
GLPI
glpi-project.orgSmartSuite Enterprise Service Desk
smartsuite.comSide by side
| Figure | GLPI | SmartSuite Enterprise Service Desk |
|---|---|---|
| Price from | €19/mo | $15/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 13 | 7 |
| Spec score · IT SLA Management Software | 9.1 (#4) | 8.6 (#15) |
| API | GLPI provides a legacy REST API, a newer high-level API with OAuth2 grants, Swagger documentation and a GraphQL wrapper. | The REST API can retrieve, read, update, and delete solution data, while webhooks can deliver events to external systems. |
| API limits | Client-credentials authentication is restricted to the inventory scope; other API resources require an authenticated user. | 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. |
| Authentication | Supported external authentication sources include LDAP, mail servers, CAS, X.509 certificates and web-server delegation. | The security page says SSO supports SAML 2.0 or OIDC with providers including Microsoft Entra ID, Okta, and Ping Federate, while SCIM supports automated user provisioning and de-provisioning. |
| Documentation | Documentation covers administrator, user, developer, agent and plugin workflows, with installation, command-line, API and contribution guidance. | The public developer portal includes endpoint references, authentication, errors, rate limits and webhook documentation, while the Help Center has an API collection with 11 articles. |
| Integrations | Official integrations include Azure/Entra ID, Google SSO, GLPI Inventory and webhooks. | 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 | GLPI is distributed under GPL-3.0-or-later and remains free and open source. | The terms grant a non-exclusive, non-transferable right to use the hosted service during the subscription term and identify SmartSuite technology as proprietary. |
| Purpose | GLPI is an IT management platform with helpdesk, asset inventory, and service management features. | SmartSuite ESM brings HR, Facilities, Finance, Legal/Compliance, and other internal services into one connected service experience. |
| Rating on Apple App Store | 3.4 out of 5 from 7 ratings | 3.9 out of 5 from 68 ratings |
| Rating on Capterra | 4.5 out of 5 from 41 reviews | 5.0 out of 5 from 26 reviews |
| Rating on G2 | 4.5 out of 5 from 42 reviews | 4.6 out of 5 from 90 reviews |
| Rating on GetApp | 4.5 out of 5 from 41 reviews | 5.0 out of 5 from 26 reviews |
| Rating on Google Play | 3.8 out of 5 from 302 reviews | 3.5 out of 5 from 86 reviews |
| Rating on TrustRadius | 9.2 out of 10 from 9 reviews | 10 out of 10 from 20 reviews |
| Security controls | Cloud infrastructure uses OVH anti-DDoS firewalls, HTTPS-only access, VPN-authenticated maintenance, daily backups and 30-day retention. | Enterprise security features include role-based permissions, SSO, two-factor authentication, IP allowlisting, session management, audit history and DLP API integration. |
Plans
GLPI
- Public Cloud€19 a month
- Private Cloud€21 a month
- CustomPrice not published
- GLPI Network Basic€100 a month
- Self-hosted Basic€100 a month
- GLPI Network Standard€300 a month
- Self-hosted Standard€300 a month
- GLPI Network Advanced€1,000 a month
- Self-hosted Advanced€1,000 a month
- GLPI Network Enterprise€4,500 a month
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
GLPI
GLPI is an IT management platform for helpdesk tickets, asset inventory, and service management. Users can create incident or request tickets and assign them to a group, profile, or individual. Its service workflows include problem and change management, planning, recurring tickets, statistics, and custom forms. Asset records cover hardware, software and licenses, network equipment, certificates, domains, clusters, and databases. Other tools include project workflows with Gantt or Kanban views, a knowledge base, reservations, reports, and saved searches. GLPI offers eight profile types and standard or self-service interfaces; its self-service interface is free for end users. Organizations can choose cloud or on-premise deployment. The public-cloud offer has a 45-day trial without obligation or a credit card. Public Cloud costs €19 a month per IT agent, with one billed agent minimum; Private Cloud costs €21 a month per agent and requires at least 25 billed agents. The FAQ says on-premise GLPI has no licensing fees or limit on users or technicians.
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.