We performed a comparison between Clarity SM and Zendesk 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."It's fairly easy to use, from a UI standpoint."
"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."
"Scalability is very good. We have scaled to more users and more functionality."
"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."
"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."
"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."
"You can customize it and make it work to the client's needs."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"Zendesk Support has a lot of good APIs."
"It is a scalable solution."
"The initial setup is simple and straightforward."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's very convenient to use."
"The cost of this solution is too high, which is why we're leaving."
"There are some issues regarding the knowledge base and the configuration manager."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"The product needs to have a better user experience in the interface and mobile functionality."
"The interface for the users is a bit old-fashioned and not user-friendly."
"The upgrade was pretty complex."
"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 price of the solution should be reduced."
"The dashboard could be better."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It needs to improve in terms of its flexibility, price, and installation."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Clarity SM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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