We performed a comparison between Clarity SM and SysAid 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 initial setup is pretty straightforward."
"Right now, we are starting to be dependent on the CMDB a lot."
"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 is the most stable product in the market."
"Modules of integrated ITIL managers."
"The UI is very user-friendly."
"This product has so many adjustment possibilities for many different clients."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The simplicity of the solution is excellent."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"I would say the overall flexibility of the product is its most valuable feature."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"The solution can scale."
"It doesn't yet have the ability to integrate with other products."
"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 upgrade was pretty complex."
"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."
"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."
"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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"We would like them to approve the security functionalities, e.g., management security features."
"Currently, SysAid does not have a mobile application."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. Clarity SM is rated 7.8, while SysAid 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 SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk. See our Clarity SM vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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