After careful consideration, we have decided to retire Front Desk and end support on 1 October 2027. After more than 30 years since its initial release, Front Desk has reached end of life and can no longer be maintained to the security, compliance and technology standards expected of modern software handling sensitive health information.
Front Desk has supported thousands of clinics for more than three decades, and we're proud of the role it has played in helping practices operate and grow. Technology, security expectations and clinical workflows have changed significantly over that time. Retiring Front Desk allows us to focus on modern, secure, cloud-based software that meets the needs of today's clinics.
Important
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Why Front Desk is being retired
Front Desk's architecture was originally developed in the late 1990s and cannot support current security, compliance and feature requirements.
As a self-hosted desktop application, Front Desk carries increasing security and compatibility risks that we can no longer adequately address.
Our development and support resources are now focused on modern cloud-based technology that can continue to evolve as clinical, security and regulatory requirements change.
The modern alternative: PracSuite
Smartsoft launched PracSuite, our cloud-based practice management system, in 2020. It was built for the security, compliance and workflow needs of modern clinics and is our recommended transition path for Front Desk users.
PracSuite is independently certified to ISO 27001, an internationally recognised information security standard that requires ongoing auditing of our information security systems and controls. More than 85% of practices that previously used Front Desk have already migrated to PracSuite.
Special migration offer If you have an active Front Desk Extended Care Plan or Front Desk Subscription, and migrate to PracSuite before 1 July 2027, a special migration incentive is available. Contact our Business Care team for details. |
What happens after 1 October 2027?
If you own your Front Desk licences outright
Front Desk can continue to run on devices where it is already installed, but it will no longer be supported or updated. Because it is a critical business system, we strongly recommend moving to a supported practice management system before this date.
There will be no software updates, security fixes or compatibility updates.
Future Windows or third-party software changes may cause Front Desk, or parts of it, to stop working.
Services that depend on Smartsoft infrastructure or third-party integrations will stop as those services are decommissioned.
If you subscribe to Front Desk
Front Desk will be disabled on 1 October 2027, and there is no read-only option for subscription clients after that date. You must move to another practice management system before then.
Record keeping Before moving to another system, confirm that your historical data will be transferred or that you have another way to retain access to it. This is important for Australian Health Practitioner Regulation Agency (AHPRA), Australian Taxation Office (ATO) and other applicable Australian record-keeping requirements. PracSuite provides the most complete migration path from Front Desk. |
Key dates
Effective now | New Front Desk licences and new Front Desk subscriptions are no longer available for sale. |
1 February 2027 | Casual support will no longer be available for clinics without an active Extended Care Plan or Front Desk subscription. |
1 October 2027 |
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1 February 2028 | You will no longer be able to send SMS from Front Desk. |
Extended Care Plan
The Extended Care Plan will no longer be available from 1 October 2027.
Annual Extended Care Plan
Your next renewal invoice will be calculated on a pro-rata basis from your renewal date to 30 September 2027, rather than for a full 12 months. You will not be charged for any period after this date. If you migrate to PracSuite before your plan expires, we will credit any unused period toward your PracSuite subscription.
Monthly Extended Care Plan
Your monthly Extended Care Plan will continue until you migrate or until the end of September 2027, whichever comes first. Because it is billed monthly, your payments simply stop when the plan ends.
Migrating to PracSuite
PracSuite is Smartsoft's recommended transition path for Front Desk users. Smartsoft can transfer Front Desk data directly, and your team continues to work with the same support organisation.
What is included when moving to PracSuite
Free, comprehensive data migration from Front Desk, If you have an active Front Desk Extended Care Plan or Front Desk Subscription, aiming to minimise data loss and preserving historical information.
Integrations with leading allied health platforms and artificial intelligence tools.
You will continue to receive our prompt, professional support, including the option to speak to us by telephone, which is not commonly offered by other providers.
Transfer of your remaining Front Desk SMS credit balance.
A prorated credit for any unused period remaining on an annual Front Desk Extended Care Plan.
We will continue to support your Front Desk installation at no cost until 1 October 2027.
Front Desk users can learn more about the migration process here: Front Desk to PracSuite migration FAQs
To see PracSuite in action, please book a Zoom demo with our team.
Special migration offer If you have an active Front Desk Extended Care Plan or Front Desk Subscription, and migrate to PracSuite before 1 July 2027, a special migration incentive is available. Contact our Business Care team for details. |
Migrating to other software
If you choose another practice management system, begin planning early to allow enough time for data export, migration and staff preparation. Moving Front Desk data into another system is the responsibility of the new vendor. Before you commit, ask what Front Desk data they can migrate and what will not be transferred.
As the use of Front Desk cannot be guaranteed after 1 October 2027, you must consider your compliance obligations to AHPRA, the ATO and as required by Australian law, when moving to a product that cannot migrate all your data.
Frequently Asked Questions
How do I know whether I own my Front Desk licence outright or subscribe monthly?
If you're unsure, review your monthly Smartsoft receipt or contact our Business Care team. A Front Desk subscription is separate from an Extended Care Plan. Most Front Desk users own their licences outright.
Which Front Desk services will stop?
On 1 October 2027, the Patient Booking Gateway, Web Appointment Book, Physitrack integration, Front Desk Messenger in global mode, Front Desk internal email service and other third-party integrations will stop. Additional SMS credits can no longer be purchased after that date. Clinics that own their licences outright can continue sending SMS using existing credits until 1 February 2028.
What happens to my data if I move to other software?
If you move to PracSuite, Smartsoft will migrate your Front Desk data at no cost if you have an active Front Desk Extended Care Plan or Front Desk Subscription, aiming to preserve your historical information. If you choose another system, ask that vendor exactly what Front Desk data it can migrate before you commit.
As the use of Front Desk cannot be guaranteed after 1 October 2027, you must consider your compliance obligations to AHPRA, the ATO and as required by Australian law, when moving to a product that cannot migrate all your data.
Still have questions? Our Business Care team is here to help. Call 1800 181 820 and select option 2, or email: businesscare@smartsoft.com.au |