We performed a comparison between Clarity SM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Logging every action in Service Desk Manager (SDM)."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"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."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"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 solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"We would like more information about all the configurations that we have on our infrastructure side."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The cost of this solution is too high, which is why we're leaving."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The UI needs to be upgraded."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. Clarity SM is rated 7.8, while Hornbill Systems Supportworks is rated 7.0. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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