We performed a comparison between Clarity SM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Self-service interface means people can check their own tickets."
"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 database and the power that is driven behind the database."
"Time sheets are a powerful tool."
"Right now, we are starting to be dependent on the CMDB a lot."
"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 allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"There are some issues regarding the knowledge base and the configuration manager."
"The upgrade was pretty complex."
"The product needs to have a better user experience in the interface and mobile functionality."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"The cost of this solution is too high, which is why we're leaving."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. Clarity SM is rated 7.8, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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