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."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."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"It's fairly easy to use, from a UI standpoint."
"Right now, we are starting to be dependent on the CMDB a lot."
"It helps when you have an incident or performing a problem change management process."
"When users have a problem, they report using Service Desk and it is very useful for this."
"The UI is very user-friendly."
"The value for the clients is that you can save information in the application and get reports with that information."
"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."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"The product needs to have a better user experience in the interface and mobile functionality."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"One area that this product can improve is in the mobile user aspect."
"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 interface for the users is a bit old-fashioned and not user-friendly."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"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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