We performed a comparison between Clarity SM, Freshdesk, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"The UI is very user-friendly."
"Logging every action in Service Desk Manager (SDM)."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"Self-service interface means people can check their own tickets."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The UI is easy to use."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is very easy to make reports."
"Technical support is outstanding."
"Omnichannel is one of the most valuable features of the solution."
"The most valuable features are the inventory and personalization."
"Spiceworks is generic and free."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"The solution is easy to use and easy to manage."
"It's easy to understand."
"The solution is very stable. It's reliable and efficient."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"I would like to see the API cleaned up."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"Compared to some of the other products, I think we are bit behind."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"Sometimes, it can be difficult to integrate what you need."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
