We performed a comparison between Clarity SM and ManageEngine ServiceDesk Plus 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."The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"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 view it provides into who's doing the work."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"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."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"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 most valuable feature of ManageEngine ServiceDesk Plus is change management."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"This solution has provided a way to manage request tracking and resolution."
"It's very easy to customize the tool to your business needs."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"Incident Management is a good feature."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"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."
"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 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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The interface for the users is a bit old-fashioned and not user-friendly."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"It doesn't yet have the ability to integrate with other products."
"The UI needs to be upgraded."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"I would like to improve the task management module and analytics."
"There's no native integrations between the systems."
"We'd like to have more integration into other platforms."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The interface is not the best. The user interface could be more intuitive."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
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Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while ManageEngine ServiceDesk Plus 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BMC Helix ITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and BMC Helix ITSM. See our Clarity SM vs. ManageEngine ServiceDesk Plus report.
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