We performed a comparison between Clarity SM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"Logging every action in Service Desk Manager (SDM)."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"It is easy to tell what needs fixing and the priority of things."
"The value for the clients is that you can save information in the application and get reports with that information."
"As of late, I really like the BI functions."
"It helps when you have an incident or performing a problem change management process."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The initial setup is simple and straightforward."
"It's very convenient to use."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"We rarely had issues with Zendesk."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It's a very stable tool, very powerful."
"The stability has been very good."
"Report solutions are a little short."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The cost of this solution is too high, which is why we're leaving."
"The UI needs to be upgraded."
"I would like to see the API cleaned up."
"It wasn't easy to set up so we're only using a third of all of the features,"
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The support team is time-consuming, and they don't find the answer to our problem."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The solution itself wasn't easy to set up."
"The dashboard could be better."
"The solution could integrate better with QR codes from some websites such as Facebook."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Clarity SM vs. Zendesk report.
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