We performed a comparison between Clarity SM and Freshdesk 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 value for the clients is that you can save information in the application and get reports with that information."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The in-service catalog is quite useful."
"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."
"When users have a problem, they report using Service Desk and it is very useful for this."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"Modules of integrated ITIL managers."
"The initial setup is pretty straightforward."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Omnichannel is one of the most valuable features of the solution."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Report solutions are a little short."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The monitoring tool is in need of improvement."
"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."
"The upgrade was pretty complex."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"One area that this product can improve is in the mobile user aspect."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It should enhance its service and its reporting capabilities."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Freshdesk is ranked 6th in Help Desk Software with 27 reviews. Clarity SM is rated 7.8, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM. See our Clarity SM vs. Freshdesk report.
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