We performed a comparison between Clarity SM and TOPdesk 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 gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"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."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Time sheets are a powerful tool."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"Right now, we are starting to be dependent on the CMDB a lot."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Change management is the most critical feature."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is the reports."
"It is an easy-to-use solution."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"The product needs to have a better user experience in the interface and mobile functionality."
"More user experience in the look and feel of the application. "
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The upgrade was pretty complex."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"We would like more information about all the configurations that we have on our infrastructure side."
"The solution's change management could be better."
"An operator is also a user but requires creating two different records."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"Change management implementation, facility management, and making reservations on assets can be improved."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"It is time-consuming to add new users."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. Clarity SM is rated 7.8, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne. See our Clarity SM vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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.