We performed a comparison between Clarity SM and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"Logging every action in Service Desk Manager (SDM)."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The most valuable features are the requests and incident tracking."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"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."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It doesn't yet have the ability to integrate with other products."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"Ease of support and upgrades need much improvement."
"One area that this product can improve is in the mobile user aspect."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"The monitoring tool is in need of improvement."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Clarity SM is rated 7.8, while Serviceaide ChangeGear 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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