We performed a comparison between Clarity SM and Freshservice 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."It has given us the ability to automate a lot of tasks, things we couldn't do before."
"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 have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The value for the clients is that you can save information in the application and get reports with that information."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"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."
"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."
"It allowed the development team to concentrate on the client’s requirements instead."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Ability to scan barcodes and a great search feature."
"It is a stable solution. My company hasn't faced any problems with the solution."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"Freshservice's best feature is its user-friendliness."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Depending on the size of your organization, is pretty standard and useful."
"Report solutions are a little short."
"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 API is very, very bad so we developed our own."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"More user experience in the look and feel of the application. "
"The upgrade was pretty complex."
"The analytics could be better."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Freshservice's technical support has issues with delays and translations."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice could improve the integration with Microsoft Outlook."
"Their analytics need improvement."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. Clarity SM is rated 7.8, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our Clarity SM vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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