We performed a comparison between Clarity SM and Zendesk 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."You can customize it and make it work to the client's needs."
"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."
"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."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"The initial setup is pretty straightforward."
"The solution's back-end architecture is very good for end users."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"It is a scalable solution."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"The stability has been very good."
"The API is very, very bad so we developed our own."
"Report solutions are a little short."
"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."
"If I had to choose, it would be more around the user interface than the mobile experience."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"More user experience in the look and feel of the application. "
"One area that this product can improve is in the mobile user aspect."
"Ease of support and upgrades need much improvement."
"It needs to improve in terms of its flexibility, price, and installation."
"The support team is time-consuming, and they don't find the answer to our problem."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The price of the solution should be reduced."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The dashboard could be better."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while Zendesk 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 Zendesk writes "Straightforward, very transparent, and very well organized". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Clarity SM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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