We performed a comparison between Clarity SM and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"It has a good GUI interface."
"When users have a problem, they report using Service Desk and it is very useful for this."
"As of late, I really like the BI functions."
"The view it provides into who's doing the work."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"SolarWinds is scalable as far as adding devices and servers."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The interface for the users is a bit old-fashioned and not user-friendly."
"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."
"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."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"This solution needs to have mobile application support added."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"A little outdated compared to newer products that include protection and detection."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. Clarity SM is rated 7.8, while SolarWinds Web Help Desk 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 SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.
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