We performed a comparison between Clarity SM and SysAid 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."Logging every action in Service Desk Manager (SDM)."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The value for the clients is that you can save information in the application and get reports with that information."
"Time sheets are a powerful tool."
"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."
"It has a good GUI interface."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"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."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"I would say the overall flexibility of the product is its most valuable feature."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The solution can scale."
"The simplicity of the solution is excellent."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"They should enhance the service desk manager's service point function to be more customizable."
"The interface for the users is a bit old-fashioned and not user-friendly."
"There are some issues regarding the knowledge base and the configuration manager."
"The upgrade was pretty complex."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"We would like more information about all the configurations that we have on our infrastructure side."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"We would like them to approve the security functionalities, e.g., management security features."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. Clarity SM is rated 7.8, while SysAid 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 SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk. See our Clarity SM vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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