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."
"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."
"We are benefiting by being able to put time to what our technicians are doing."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The view it provides into who's doing the work."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"The initial setup is pretty straightforward."
"Time sheets are a powerful tool."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"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."
"The cost of this solution is too high, which is why we're leaving."
"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."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"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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