We performed a comparison between Clarity SM, JIRA Service Management, and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We can search open and closed cases to find what we have done in other incidents."
"It is easy to tell what needs fixing and the priority of things."
"When users have a problem, they report using Service Desk and it is very useful for this."
"It is the most stable product in the market."
"Self-service interface means people can check their own tickets."
"The database and the power that is driven behind the database."
"The value for the clients is that you can save information in the application and get reports with that information."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Easily integrates with other tools."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"Great to be able to create customized forms."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"The initial setup is pretty easy."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"The customer portal with connection with our knowledge base has been most valuable."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"They should enhance the service desk manager's service point function to be more customizable."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"JIRA Service Management could include more AI features."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"There should be better connections with access management. They should improve the connectivity."
"There is room for improvement in support."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"SysAid has fewer AI features compared to other tools."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"There is a learning curve for the users."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Currently, SysAid does not have a mobile application."
