We performed a comparison between Clarity SM and Freshservice 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 has a good GUI interface."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The initial setup is pretty straightforward."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"Right now, we are starting to be dependent on the CMDB a lot."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"It helps when you have an incident or performing a problem change management process."
"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."
"Ability to scan barcodes and a great search feature."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"You can just register and within five to minute minutes, you are ready to go."
"There is a nice user interface."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Freshservice's best feature is its user-friendliness."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"It allowed the development team to concentrate on the client’s requirements instead."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"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."
"Report solutions are a little short."
"We would like more information about all the configurations that we have on our infrastructure side."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Freshservice could improve the integration with Microsoft Outlook."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"It's hard to interact directly with the users themselves."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. Clarity SM is rated 7.8, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our Clarity SM vs. Freshservice report.
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