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 all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"The solution's back-end architecture is very good for end users."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The initial setup is pretty straightforward."
"Time sheets are a powerful tool."
"It is the most stable product in the market."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is quite easy to program custom apps and integrate them."
"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."
"Technical support is outstanding."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"Technical support is not the best. It could be much, much better and offer better support to users."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
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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