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Registration > Overview

There are two types of account in IT SmartDesk – administrator and user.

The administrator is the person within your organisation who is responsible for managing your IT SmartDesk subscription, choosing the number of users allowed to register with IT SmartDesk, and managing your IT SmartDesk subscription payments. They can also add users to the system or delete user accounts (if for example an employee leaves your organisation).

The user is everyone else in your organisation. They can invite other users within your organisation to register for IT SmartDesk, but they can’t create or delete accounts.

Apart from the subscription management bit, all registered IT SmartDesk users are treated exactly the same. There are no user-based access rights, and no controlling what users can or can’t do within the system. Everyone can see the same information, and carry out the same actions on that information.

Registration > Registering your IT SmartDesk account

It takes less than ONE MINUTE to register an account on IT SmartDesk! Simply enter a few bits of information (your name, email address, password, and organisation name) and you're in! The first person from your organisation to register in IT SmartDesk becomes the administrator user by default, and they have special powers and responsibilities (just like in Spiderman!). Click here to read more about these powers.

Registration > Inviting others to join you

If you're the admin user for your organisation (i.e. you're the person who registered first) then you can invite others from your organisation to join IT SmartDesk and enhance your IT Service Management capabilities! Simply go to the Add Users page and enter their name and email address. We'll register their account and send them an email with joining instructions.

Registration > Registering as an individual user

We really couldn't make this bit any easier - believe me we've tried! If you've received an invitation email from us (your admin user will have registered your name and email address), simply click the link in the email. You'll be asked to choose a password, click the 'register now' button and that's it!

Registration > I haven't received my validation email

If you’ve registered an account but haven't received your validation email, the first place to check is your junk mail folder in your email client. If it’s not there, then drop us a line here and we can check the system and re-send the details to you.

Registration > My email address was already registered

If you’ve seen this message during the registration process, then you may well have already been registered by your organisation’s administrator user. Please contact them to see if they have done this. If you’re not sure who your organisation’s admin user is, get in touch here and we’ll link you up.

Logging in > I have forgotten my password

Don't worry - you won't be the first person to ever forget your password, and there are worse things in life that could happen to you. You can generate a new, random password using this link.

Your new password will be emailed to your registered email address. We recommend that you change your password as soon as you've logged in successfully.

Live Feed > Overview

The Live Feed is the core of the IT SmartDesk platform. Everything that happens within IT SmartDesk is shown in the Live Feed, and you control the information you see or don’t see.

Live Feed > What are Items?

The Live Feed contains Items. An Item can be an incident, a bug, or a question. The type of item defines the workflow that is associated with it. You can raise an item by using the icons along the top of the Live Feed:

Each item in the Live Feed displays all the information you need to know about that item – e.g. who raised it, who owns it, the item’s status, and any attachments or messages added to the item:

Live Feed > What are Actions?

You can carry out a number of actions on each item. These actions are determined by the type of item, and also the status of the item. You can see the action menu for an item by hovering over the action icon to the right of the item:

Live Feed > What is The Filter?

The default view for the Live Feed is to show all items that are open. However, the Filter allows you to change this view, and control what you see in the Live Feed:

Live Feed > What are Notifications?

Notifications are a simple way of letting you know that something has happened to an item you’re involved with. The notification bell will light up, and you will see the number of notifications you have on the bell. Click the bell to expand the list of the last 5 notifications. Click on each notification to see the item in more detail. As you click on the notification, it is marked as read, but doesn’t disappear from the list.

My Account > Overview

The "My Account" page is where you manage your personal information such as display name, telephone number, password, and profile picture. You can also add a bit about yourself such as your technical skills and experience, so that other IT SmartDesk users within your organisation get to know a bit more about you.

My Account > Deactivating my individual account

To deactivate your account, simply send us a request though our contact form and we'll take care of the rest.

My Account > Deactivating my organisation's account

To deactivate your organisation’s account, please send us a request though our contact form. For security purposes this request must come from your organsiation's administrator. Your organisation’s information will remain on our servers for up to 3 months, so if you want to re-activate the account at any time, then get in touch once again.

Dashboard > Overview

The dashboard gives you an interactive, visual display of everything that is happening in IT SmartDesk. From the dashboard you can see the number of incidents, bugs, and questions that are open, resolved, answered or closed, and you can click through to see those items in more detail. You also see which items are assigned to you, which ones you’ve raised, and the status of those items.

The notifications panel in the dashboard shows the updates to any items you’re involved with, and you can click through to view those items in more detail.

You can also see which users are online within your organisation, so you know if there is anyone available to help you with your support needs.

Free Package, Subscriptions & Payments > Overview

Most traditional IT Service Management systems charge ‘per support agent’. However, with IT SmartDesk we’re responding to the new ways in which organisations work, enabling anyone in the organisation to raise, answer, resolve and close items in the platform. For this reason we charge for the number of active users within your organisation and not the number of Helpdesk Agents you have. We also offer a Free Package which allows you to register up to 5 users. It's a really easy, no hassle way to let you get stuck in and start using the IT SmartDesk platform straight away.

For the most up-to-date pricing information, view our pricing page.

Free Package, Subscriptions & Payments > Free Package

We believe the best way to decide if a platform works for you is to start using it. Our 5-user Free Package allows you to do exactly that! It takes less than a minute to register your account, there is no need to enter any credit card details, and there is certainly no obligation to continue using the platform if you find it's not what you're looking for!

If you wish to add more users to your IT SmartDesk instance, simply go to the Manage Subscription page and choose the package that suits your organisation.

Free Package, Subscriptions & Payments > Do you store my credit card details?

To continue using IT SmartDesk after your free trial, you will need to enter credit your card details. As IT SmartDesk is a subscription-based platform, we will store your credit card details so we can take monthly payments. Your credit card details will be stored on our payment gateway provider's platform Paypal in their secure hosting environment.

Free Package, Subscriptions & Payments > How do I register a new credit card?

Your account administrator can register a new credit card through the Administration pages.

Free Package, Subscriptions & Payments > Can I remove my payment method?

As long as you have an active subscription with IT SmartDesk you must have a valid credit or debit card registered with the platform. To remove a payment method, you must therefore register an alternative card before you remove the first payment method. You can of course remove your payment method by deactivating your IT SmartDesk account, and you will be unable to use IT SmartDesk after the end of your active subscription period.

Free Package, Subscriptions & Payments > When is my next subscription payment due?

We will take your subscription payment every 30 days. We will only charge you for the number of active users in your organisation at the time the payment is made. Your organisation's administrator can view your next due payment at any time through the Administration pages.

Free Package, Subscriptions & Payments > How do I change the number of user logins?

Your organisation's administrator can increase or decrease the maximum number of user logins at any time through the Administration page. You will only be charged however, at the point when a new user account is activated.

When a new user account is activated on your subscription, we calculate the remainder of your current subscription period, and charge accordingly. E.g. if your next payment is due in 10 days and a new user activates their account, we will charge for one extra user for those 10 days. This cost will be added to your next subscription payment so you don't have to worry about off-cycle charges.

Contacting Support > How to contact IT SmartDesk Support

We believe IT SmartDesk is one of the most intuitive, easy-to-use IT Service Management platforms there is! However if you're having problems using it, or you can't find the answers you're looking for in the help pages, then you can contact us via our contact form which can be found here

Miscellaneous > Where did you get those lovely icons?

All icons used in IT SmartDesk come from the Farm Fresh Icons collection, by Fatcow Web Hosting.

You can download and use the full collection here: http://www.iconarchive.com/show/farm-fresh-icons-by-fatcow.html

Emails > Overview

You can raise new items in IT SmartDesk by sending an email to a designated POP3 mailbox, and also receive email alerts whenever someone updates or changes an item you’re interested in – whether it’s an incident you raised, a question you answered, or a bug you commented on!

Emails > Email Alerts

Receive email alerts whenever someone updates or changes an item you’re interested in – whether it’s an incident you raised, a question you answered, or a bug you commented on!

To enable or disable email notifications, simply tick or untick the box from your account page:

Emails > Raising items using email

To raise an item in IT SmartDesk using email, simply send an email to the designated email address that has been set up for your company (your IT SmartDesk admin user will be able to tell you the email address).

By default, any email you send to this address will be raised as a Question in IT SmartDesk. To raise an Incident or a Bug, simply start your email subject with "Incident:" or "Bug:" (E.g. "Incident: The website is down")

Emails > Configuring your POP3 email settings

To set up your POP3 email integration, go to Configure Email and enter your email account details. We recommend that you set up a dedicated email address for this purpose.

Once your email integration has been configured, any customers with IT SmartDesk accounts can simply send an email to this mailbox, and the platform will automatically raise a Question with this info in there.