Anonymous UserIT Support Specialist at a tech services company
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"The in-service catalog is quite useful."
"The most valuable features are the requests and incident tracking."
"As of late, I really like the BI functions."
"Time sheets are a powerful tool."
"Self-service interface means people can check their own tickets."
"The most valuable feature is the management of projects from start to finish."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The initial setup isn't too difficult."
"The product has been pretty stable so far."
"It's a nice ticketing system."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The cost of this solution is too high, which is why we're leaving."
"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 CA products integrate well together but I would like to see better integration with third-party solutions."
"Report solutions are a little short."
"It doesn't yet have the ability to integrate with other products."
"It needs to be easier to share tickets between users who need to work together."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"The custom reporting needs to be improved."
"The tracking inventory or the way it tracks the products is not very good."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"We're paying $940 a month for 14 users."
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.
ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.
ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.
Clarity SM is ranked 11th in Help Desk Software with 6 reviews while ConnectWise Manage is ranked 14th in Help Desk Software with 6 reviews. Clarity SM is rated 7.8, while ConnectWise Manage is rated 7.8. The top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". On the other hand, the top reviewer of ConnectWise Manage writes "Easy to set up, good central management, and is a super-powerful tool". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and SysAid, whereas ConnectWise Manage is most compared with Datto Autotask Professional Services Automation, ServiceNow, Tigerpaw One, Kaseya BMS and ManageEngine ServiceDesk Plus. See our Clarity SM vs. ConnectWise Manage report.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.