We performed a comparison between Clarity SM and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Scalability is very good. We have scaled to more users and more functionality."
"We can search open and closed cases to find what we have done in other incidents."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"This product has so many adjustment possibilities for many different clients."
"It is the most stable product in the market."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
"It is easy to use."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"The API is very, very bad so we developed our own."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Ease of support and upgrades need much improvement."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"They should enhance the service desk manager's service point function to be more customizable."
"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."
"The interface for the users is a bit old-fashioned and not user-friendly."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"A little outdated compared to newer products that include protection and detection."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"This solution needs to have mobile application support added."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. Clarity SM is rated 7.8, while SolarWinds Web Help Desk is rated 7.6. 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 SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
