We performed a comparison between Clarity SM and JIRA Service Management 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 all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"It is the most stable product in the market."
"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."
"You can customize it and make it work to the client's needs."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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."
"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."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"I think one of the most valuable things is that it's all integrated."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"The most valuable features of this solution are Incident and Request Management."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"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."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface for the users is a bit old-fashioned and not user-friendly."
"One area that this product can improve is in the mobile user aspect."
"It doesn't yet have the ability to integrate with other products."
"JIRA Service Management could include more AI features."
"Jira Service Management should be more user-friendly."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"I don't think the program is very scalable."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management 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 JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BeyondTrust Remote Support, IBM Maximo and Agiloft ITSM ITIL Service Desk Suite, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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